Article Abstract:
Listening skills can be improved by overcoming distractions, using techniques that can enhance listening, and learning to watch for non-verbal cues from the speaker. Common distractions that obstruct comprehension are: allowing prejudices or emotions to dismiss messages; paying attention to the detail of the presentation and missing the main points; taking copious notes rather than listening; and assuming knowledge of the presentation's content before its completion. Listening techniques include: looking at the speaker; asking questions where pertinent; not interrupting or changing the subject; and being responsive. Gestures, facial expressions, and body language can often reveal more about a speaker's intent than words.
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Article Abstract:
An angry confrontation with an employee is one of the most stressful situations a manager is likely to endure. It is important, at these times, to remember that listening is crucial. Good 'stress' listening involves several attitudinal factors: avoiding anger sharing, responding with constructive goals, asking informational questions, trying to get at the facts, and avoiding 'knee jerk' responses. It is also important that the manager empathize with the employee and help eliminate the cause of the anger.
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Article Abstract:
Companies must recognize that, whatever their other talents, workers almost always enter the work world lacking crucial human relations skills. Companies must encourage the acquisition of these skills for improved overall corporate health. They can do this through four steps: providing readily available and useful feedback, offering human relations training programs, creating a work environment of positive norms, and recognizing and rewarding human relations excellence.
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