Mastering

Listening
The Listening Process
Message

1.
1.Receiving
Receiving 2.
2.Decoding
Decoding 3.
3.Remembering
Remembering

5.
5.Responding
Responding 4.
4.Evaluating
Evaluating

Feedback

04/16/19 Business Communication Chapter 2 - 2

 Barriers to Listening

Physical
Physical Selective
Selective Prejudgment
Prejudgmentoror
Reception
Reception Listening
Listening Defensiveness
Defensiveness

Selective
Selective Little
LittleCommon
Common Memory
Memory
Perception
Perception Ground
Ground Problems
Problems

04/16/19 Business Communication Chapter 2 - 3

 Benefits of Listening

Strengthen
Strengthen Enhance
Enhance
Relationships
Relationships Productivity
Productivity

Recognize
Recognize Manage
Manage Gain
Gain aa
Innovation
Innovation Diversity
Diversity Personal
PersonalEdge
Edge

April 16, 2019 Business Communication Chapter 2 - 4

 Improving Listening Skills
 Strengthen relationships
 Speed product delivery
 Highlight opportunities
 Support diversity
 Promote trust
 Enhance performance
04/16/19 Business Communication Chapter 2 - 5
 Listening Guidelines
Match
Match Listening
Listening Style
Style to
to Speaker
Speaker Purpose
Purpose

Minimize
Minimize Physical
Physical Distractions
Distractions

Practice
PracticeActive
Active Listening
Listening

Provide
ProvideAppropriate
Appropriate Feedback
Feedback

April 16, 2019 Business Communication Chapter 2 - 6