Student Learning Objective 5
Organize teamwork in total quality management.
Learning Objective E
Appraise listening and interpersonal skills.
Content
The topic for Module E is listening and interpersonal skills. For communication to occur, a message must be received by one of the parties. This invariably requires listening and listening is often a task that many do not do well. Everyone can fall into the traps of inhibitors for good listening. Listening is a skill that can be improved by practice and effort.
Slide 23: Communicate by Listening
- One of the most important communication skills is listening
- Take the Assessment in Figure 11-5 in your textbook to see if you are a good listener
- "Hearing is a natural process, listening is not"
- Definition: Good listening means receiving the message, correctly decoding it and accurately perceiving what it means
Slide 25: Inhibitors to Good Listening
- Figure 11-6: Inhibitors of Effective Listening
- Lack of Concentration
- Preconceived Ideas
- Thinking Ahead
- Interruptions
- Tuning Out
- Interference
Slide 26: Listening Emphatically
- Figure 11-7: Listening Improvement Checklist:
- Remove all distractions
- Put the speaker at ease
- Look directly at the speaker
- Concentrate on what is being said
- Watch for nonverbal cues
- make note of the speaker's tone
- Be patient and wait
- Ask clarifying questions
- Paraphrase and repeat
- No matter what is said, control your emotions
Slide 27: Listening Responsively
- Figure 11-8: Descriptors of Responsive Listening
- Active
- Alert
- Vigilant
- Sensitive
- Creative
Slide 28: Improving Listening Skills
- Upgrade your desire to learn
- Ask the right questions
- Judge what is really being said
- Eliminate listening errors
Slide 29: Interpersonal Relationships
- Figure 11-14: Management Strategies for Interpersonal Relationships
- Recognition of the need
- Careful Selection
- Training
- Measurement and Reward
