Listen and Be Listened To, Third Edition
Author: Nan Levinson
Credit: 1.0 CEUs
Testing Format: multiple choice
Your Price: $155.00
ISBN: 9780761207979
Format: Audio Compact Disk
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