Building a professional image: improving listening behavior
1985
Morgan, P. | Baker, H.K.
Listening is a vital component of the communication process. Effective listening is important in business interactions as well as in promoting a professional image. Listening consists of five important parts: sensing, interpretation, evaluation, reaction, and retention. Some commonly encountered bad listening habits include 1) the tendency to evaluate, interpret, or make inferences, 2) avoiding eye contact with the speaker, 3) poor retention of the message, and 4) premature dismissal. Behaviors that should be avoided to improve listening behavior are 1) interrupting or changing the subject, 2) allowing biases and preconceptions to affect judgement, 3) being argumentative and jumping to conclusions, 4) listening for facts outside the context in which they are presented, 5) taking excessive notes, and 6) becoming distracted. Ways to improve listening include 1) being responsive to the speaker, 2) focusing on what is said rather than how it is said, 3) keeping an open mind, 4) using thought speed, and 5) taking an active, rather than passive, approach to listening. Paraphrasing, putting into one's own words what someone else has said, is a useful technique in determining if one really understands the message or needs further clarification.(aje)
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