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The Business of Listening: A Practical Guide to Effective Listening

Book Description

This book will show you how to become a better listener by demonstrating how your listening skills build either barriers or bridges. You will also learn ten steps to controlling emotional “hot buttons” and the impact of good listening skills on productivity. Most people think that the only message that will be heard is one of urgency, however, in today’s fast-paced world even urgent messages are ignored. Becoming an active listener will help your productivity and success by helping you extract important details from every message.

Coverage includes—

  • To explain the how and why of active listening

  • To show the results of good listening

  • To direct the improvement of listening skills

Table of Contents

  1. Learning Objectives For:
  2. About the Author
  3. Dedication
  4. Preface
  5. The Business of Listening
  6. Why Should You Listen?
    1. What’s in It for You?
      1. Listening-Related Work Activities
    2. What’s in it for Your Organization?
      1. Asleep at the Switch: The Cost of Lazy Listening
    3. What Do You Know about Listening?
      1. Fifty Good Reasons to become a Better Listener
    4. The Joy of Small Change
  7. Four Key Elements of Good Listening
    1. How to be a Good Listener
      1. Four Key Elements
      2. Are You a Good Listener?
      3. Do You have Bad Listening Habits?
    2. Hear the Message
      1. Listening is Voluntary
      2. Listening Lab: Hearing the Message
    3. Interpret the Message
      1. Words
      2. Filters
      3. Tone of Voice
      4. Non-verbal Cues
    4. Evaluate the Message
      1. Three Keys to Evaluating the Message
    5. Respond to the Message
      1. Responsible Responses Inform the Speaker that:
      2. Three Keys to Responding to the Message
    6. Review Lab for Key Elements 1–4
      1. Review Lab for Key Element 1: Hearing the Message
      2. Review Lab for Key Element 2: Interpreting the Message
      3. Review Lab for Key Element 3: Evaluating the Message
      4. Review Lab for Key Element 4: Responding to the Message
  8. Your Listening Style
    1. You are Unique
    2. The Promoting Style
      1. The Good Stuff:
      2. The Downside:
      3. What gets a Promoter’s Attention?
    3. The Supporting Style
      1. The Good Stuff:
      2. The Downside:
      3. What gets a Supporter’s Attention?
    4. The Directive Style
      1. The Good Stuff:
      2. The Downside:
      3. What gets a Director’s Attention?
    5. The Analytical Style
      1. The Good Stuff:
      2. The Downside:
      3. What gets an Analyzer’s Attention?
      4. Optional Practice
  9. What’s Your Listening Attitude?
    1. A Listening Attitude: Your Key to Success
    2. Barriers to Communication
    3. Bridges to Communication
    4. How Well do You Listen?
      1. Personal Listening Inventory
    5. How to Stomp Bad Listening Habits
      1. Catch Yourself in the Act
      2. Fight the Habit
      3. Substitute the Old Habit for a New Habit
      4. Acknowledge Your Success
      5. Be Patient with Yourself
    6. How to Help Someone Listen to You
      1. Behaviors that Help People Listen
  10. Ten Tips for Tip-Top Listening
    1. Listening Louder
    2. Take Notes
    3. Listen Now, Report Later
    4. Want to Listen
    5. Be Present
    6. Anticipate Excellence
    7. Become a “Whole Body” Listener
    8. Build Rapport by Pacing the Speaker
    9. Control Your Emotional “Hot-Buttons”
      1. Ten Steps for Controlling Emotional “Hot-Buttons”
    10. Control Distractions
    11. Listening is a Gift, Give Generously
  11. Summary
    1. Points to Remember
      1. Part 1: Why Should You Listen?
      2. Part 2: How to Be a Good Listener
      3. Part 3: Your Listening Style
      4. Part 4: Your Listening Attitude—A Barrier or a Bridge?
      5. Part 5: Ten Tips for Tip-Top Listening
    2. Develop a Personal Action Plan
    3. Author’s Suggested Answers and Comments
      1. The Benefits of Listening
      2. What Do You Know About Listening?
      3. Listening Lab: Hearing the Message
      4. Vacant Vincent
      5. Critical Carrie
      6. Complaint Curtis
      7. Arlo Active
      8. Lisette Listener
    4. Additional Reading
      1. Bibliodiv