Overview

How to improve listening skills using active, critical, and responsive listening techniques.

Now you can learn the listening skills you weren’t taught in school with Listen and Be Listened To, Third Edition. This program’s unbeatable combination of four one-hour CDs and a step-by-step workbook gives you specific solutions to real-life management problems and the expert listening techniques you need to succeed.

Course Objective: Improve listening skills by using specific techniques that will enable you to save time and reduce costly mistakes and losses caused by miscommunication with customers and co-workers

Selected Learning Objectives

• Listen to others actively, critically, and responsively

• Become a more intelligent and discerning listener

• Save time and reduce costly mistakes and losses caused by miscommunication with both customers and co-workers

• Listen with all your senses — and pick up the feelings and messages behind the words

• Discriminate between the various non-verbal cues you receive —and send — in every face-to-face communication

• Overcome the barriers to good listening: distractions, personal perceptions, and language problems

• Focus on the content of the messages you hear, not the delivery

• Improve your memory so you can retain important facts

Testing Format

This course contains one multiple choice test valued at one Continuing Education Unit (CEU).

Table of Contents

About This Course

How to Take This Course

Pre-test

1. Good Listening 1

Summary

Exhibit 1–1 Hearing, Listening, and the Listener’s Responsibility

Exhibit 1–2 Shannon-Weaver Model

Exhibit 1–3 The Osborn Model

Exhibit 1–4 Why Most People Are Poor Listeners

Exhibit 1–5 Anticipate, Don’t Assume

Exhibit 1–6 How Well Do You Listen? Personal Profile

Quiz 1

Exhibit 1–7 How Well Do You Listen? Personal Profile

Quiz 2

Exhibit 1–8 Analysis of Quizzes 1 and 2

2. Developing Good Listening Habits 11

Summary

Exhibit 2–1 Good Listening Habits

Exhibit 2–2 The Listener’s Checklist

Exhibit 2–3 Mind Set

Exhibit 2–4 Active Listening

Exhibit 2–5 Minimizing Interference

Exhibit 2–6 How Well Have You Learned?

3. Tough Topics and Good Questions 21

Summary

Exhibit 3–1 Filtering Facts

Exhibit 3–2 The Importance of Being Curious

Exhibit 3–3 The Wise Questioner

Exhibit 3–4 Types of Questions

Exhibit 3–5 A Good Question Is Hard to Find

Exhibit 3–6 Questions About Questions

4. A Lesson to Remember 33

Summary

Exhibit 4–1 Eight Techniques to Improve Your Memory

Exhibit 4–2 Ebbinghaus and the Curve of Forgetting

Exhibit 4–3 Chunking

Exhibit 4–4 But What Does It All Mean?

Exhibit 4–5 Word-replacement Method

Exhibit 4–6 Sound-alikes

Exhibit 4–7 Symbolism

Exhibit 4–8 Guidelines for Effective Listening

Exhibit 4–9 Yet Another Memory Exercise

5. Listener Beware 45

Summary

Exhibit 5–1 Types of Manipulation

Exhibit 5–2 Transfer

Exhibit 5–3 Name Calling

Exhibit 5–4 Testimonials

Exhibit 5–5 Plain Folks Appeals

Exhibit 5–6 Card Stacking

Exhibit 5–7 Glittering Generalities

Exhibit 5–8 Unsupported Claims and Exaggerated Distinctions

Exhibit 5–9 Faulty Reasoning

Exhibit 5–10 A Matter of Logic

Exhibit 5–11 Where’s the Hidden Persuasion?

6. The Persuasive Listener 61

Summary

Exhibit 6–1 Rules of Persuasive Listening

Exhibit 6–2 The First Rule: Listen Carefully

Exhibit 6–3 The Second Rule: Don’t Jump to Conclusions

Exhibit 6–4 The Third Rule: Respect the Other Side

Exhibit 6–5 The Fourth Rule: Control Your Emotions

Exhibit 6–6 The Fifth Rule: Repeat to Verify

Exhibit 6–7 The Sixth Rule: Acknowledge Point of View and Feelings

Exhibit 6–8 The Disarming Variations

Exhibit 6–9 The Inquiry Technique

Exhibit 6–10 Disarm and Inquire

7. Learning from Listening 75

Summary

Exhibit 7–1 First Guideline for Instructive Listening: Listen Between the Lines

Exhibit 7–2 Second Guideline for Instructive Listening: Anticipate What the Speaker Will Say Next

Exhibit 7–3 Third Guideline for Instructive Listening: Weigh the Evidence

Exhibit 7–4 Fourth Guideline for Instructive Listening: Summarize the Speaker’s Main Points in Your Mind

Exhibit 7–5 The Good, the Bad, and the Unconvincing

Exhibit 7–6 Good Evidence Is…

Exhibit 7–7 The Four Structural Divisions of a Speech

Exhibit 7–8 State Your Purpose

8. Telephone Talk and Body Talk 87

Summary

Exhibit 8–1 Telephone Etiquette

Exhibit 8–2 Documenting

Exhibit 8–3 A Phone Quiz

Exhibit 8–4 Them There Eyes

Exhibit 8–5 Eyes on the Prize

Exhibit 8–6 Gestures and Attitudes

Bibliography

Post-test