Listening Skills, Whatever As we know from personal experience, the sender\'s in

Question

Listening Skills, Whatever

As we know from personal experience, the sender's intended message does not always get across to the receiver. You are operating under an illusion if you think there is a perfect correlation between what you say and what people hear. Errors can occur in all stages of the communication process. More generally, people's perceptual and filtering processes create misinterpretations. Perception is the process of receiving and interpreting information. As you know, such processes are not perfectly objective. They are subjective, as people's self-interested motives and attitudes toward the sender and toward the message create biased interpretations. People often assume that others share their views, and naturally pay more attention to their own views than to those of others. But perceptual differences get in the way of shared consensus. To remedy this situation, it helps to remember that others' viewpoints are legitimate and to incorporate others' perspectives into your interpretation of issues. Generally, adopting another person's viewpoint is fundamental to working collaboratively. And your ability to take others' perspectives—for instance, to really understand the viewpoints of customers or suppliers—can result in higher assessments of your performance.

Being a skilled communicator is essential to being a good manager and team leader. To understand why communication efforts sometimes break down and find ways to improve your communication skills, it helps to identify the elements of the communication process. In this activity, you will have the opportunity to watch a manager interact with a subordinate and deliver some tough news. You will be able to consider different aspects of the communication process and watch different communication strengths and weaknesses in action, as you spend a few minutes with Pilar and Miguel.

1. Miguel entered his manager, Pilar's, office very excited about his campaign being a hit. Pilar, however, did not display a similar level of excitement as she quietly said, "that's great." Miguel might have noticed this as a foreshadowing of things to come if he'd only been better at which of the following receiver skills?

observing

be flexible

find an area of interest

reading

exercise your mind

2. At the meeting between Miguel and Pilar, it is apparent that Miguel needs to improve upon which of the following keys to effective listening?

resist distractions

judge content, not delivery

be flexible

listen for ideas

exercise your mind

3. At this point, we can't be sure (and neither can Pilar) if Miguel has really heard what Pilar is saying, and if he understands the issue. Miguel could have engaged in which of the following concepts to confirm for Pilar that he really understands the issue?

holding his fire

filtering

coaching

observation

reflection

4. As Miguel reacts to Pilar's statement of the client "freaking out about the $11,000 over-budget" we can see that he feels strongly about his talent and the quality of what the client received. Which of the following keys to effective listening addresses managing a response when emotions are running as high as Miguel's?

exercise your mind

keep your mind open

listen for ideas

be flexible

capitalize on thought speed

5. Miguel leaves the meeting saying "Sure, sure. Whatever. I got it." He is showing disrespect to Pilar based on which of the following?

being distracted

multitasking

tone

his coat

arm motions

6. As Miguel sits down and Pilar starts to talk, there is something going on that is limiting the effectiveness of her communication. Which of the following is it?

not offering him coffee

not standing to greet him

not recording the talk

wearing a coat in a meeting

playing with her pen

References

7. Miguel is communicating much more effectively in this meeting than in the first one. What technique is Miguel using to improve communication instead of just one-way communication?

providing feedback

encoding

using a channel

perceiving

filtering

Explanation / Answer

Observing skills Resist distractions Holding his fire, instead of rejoicing, work on the issue coming forth. Listen for ideas to improve. Tone, This is way of ignoring. Playing with the pen is a distraction that affects the effectiveness of the meeting. Providing feedback to what Pilar is saying.

Related Questions

Navigate

• Browse (All)
• Browse L
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.