Question 1
Let's discuss the difference between hearing and listening.
Look at Consider this Case on page 56 about how storytelling can facilitate effective listening. When you answer these questions, please use a story to describe your examples of "tuning out" and "taking a vacation."
Have you ever been in a conversation when you felt the other person "tune out?"
Have you ever found yourself " taking a vacation" when you were supposed to be paying close attention? What style of speech holds your attention and what numbs your senses?
How do you work on your listening skills? Cite some "Tips" from the text in this section.
Question 1 material
Applying the Ideas: Discover Your Listening Style 1. Try a Listening Log. Try this skill-building activity: Keep a listening log for one full day. As you engage in conversations with people, analyze what you are doing. Identify the number of times you engage in the unproductive habits described in this chapter. Record these in a log. (Be honest and open. We all do these ineffective things and become aware of how frequently we do them can be helpful in improving our listening skills.) Which habits seem to pop up in your listening? What can you do to replace these habits with more productive behaviors? Write a one-page paper describing what you have discovered about your listening skills. 2. Ask to DISCOVER Interview a customer, client, associate, or class- mate using applicable questions from the "DISCOVER" guidelines. After the interview, write a brief paper describ- ing how such questions made you listen differently than you normally do. 3. Search It Out: What Do We Know about Listening Styles? Use your preferred search engine to see what you can find on the Internet about differences in listening styles. Be creative about your search terms. You may want to start with phrases such as "listening styles," "male-female listening patterns," "listening to customers," and so on. Write a brief report about the most commonly described listening problems that are related to customer service. Be sure to document the Web site addresses you access.
Question 2
In addition, there is a short case where I'd like you to catalogue the positive changes the supervisor makes in the environment to truly engage in active listening.
Examine the information in this handout and pay special attention to the clarifying examples. At the end of Part II is a short case.
Please discuss in a paragraph or two the techniques that Wanda uses in order to make Carl feel as if he is being listened to. There are at least 10. Then go out and practice them!!
Link: https://businesslistening.com/listening_skills-2.php
Video about the Hearing Process
https://www.youtube.com/watch?v=eOXuM1J8wNs
Also please give comment for these 2 replies
1. I took a morning class in social justice Philosophy , and I found my self on a mental vacation, when I was suppose to be paying close attention to what the professor is saying. it wasn't my favorite subject and the professor for that class made it even more boring . Many times I would find my self tuned out 30 minutes into the lecturer, I would try to chew some gum or drink some thing to keep me up during this time to keep me focused and they only helped me twice . I would find my self to think and day dream about things I need to get done and where I would rather be. Sometime I would be so tired, that I would fight with my sleep, but it didn't work,instead I would fall asleep mentally transport my self to my bed,and thats all I can think of. I was very difficult for me to remember everything that the professor said so I can pass the class,but think GOD I passed. I found myself tunning out when I am not interested into something and yet someone trying to persuade you to. Tunning myself just happens,without my control, and especially when i'm tried after a while I tune out.
When use to work with customers, when in conversation with them they would tune out and start using their cell phones, if you wasn't telling them about what's on sale and what they are looking for. The information I was important , it was about a promotion that was going on, so they don't miss out on it. When I give a customer my undivided attention I expect them to do the same for me as well. Its rude , but the person may not even realize they are actually doing it until you tell them. No matter what I will always give my customers my undivided attention,the best thing to do is to help and listen very well.
Taking a mental vacation can affect both the listen in allot of ways ,especially if its something thats very specific, like Jerry from cell phone Kingdom and the customer, Jerry wasn't a good listener at all ,he keep on tell the customer what they wasn't interested in, and if I was the customer I would be annoyed too, this customer was patient,because if it was me I would walk out from the beginning of the conversation.
To be a good listener, I always give eye contact to the person that's speaking and tale some notes in my head to what they was talking about, so when they are done speaking I can ask them some questions about what I don't understand ,so I can help them find something or give them some advice or just be a good listen,because sometimes person don't need you to give them advice,but to just be a good listen ,because someone they need someone to talk too. If you want someone to be tuned , to be a good listen when your speaking you should do it for them too, even if your not interested.
2. This chapter definitely clarifies the differences between listening and hearing. I honestly knew that their were differences between the two but never quite understood the points in each. As we all know either hearing or listening is such a big factor within our lives. It helps us determine whether or not we do good in areas like relationships, school or even our workplace. The difference between the two are the way each factor works. When it comes to hearing it normally just requires making sense of any sound wave we take in (hear), listening on the other hand requires much needed concentration in order to interpret the sound, sort of like putting our mind to understand it.
I can always recall numerous times when I used to "daze out" during conversations or lectures either at work or in school. At times I felt like it were necessary just because I felt the same information was being repeated to me over and over again various times. Not that I did it intentionally, but it was just something that came natural especially if you know what was expected to be said.
These past years I can certainly say my listening and hearing skills have both become overall great. This skill has helped me not only throughout my personal life but as well as in my work environment. I currently work in a bank where I usually help people maintain their financials and provide the best customer service I can. Things like listening and understanding your clients and their specific needs are very important. You can imagine how a representative has to pay close attention when it comes to handling your clients money or anyone's money in general.