MR Alex
GSB 9001
Lecture 1:
What is communication? ‘Communication is the act of exchanging thoughts, messages, or information’ (de Janasz et al., 2012, p.127)
1. It involves rich channels (face-to-face, telephone)
2. It involves lean channels (emails, texting, memos)
Think through the implications of this difference in how we communicate, formally and informally.
What is Listening?
Listening is the process of taking in what we hear and mentally organising it; it involves:
Sensing: hearing words, receiving non-verbal signals
Processing/evaluating: understanding meaning, interpreting implications, evaluating non-verbal cues, remembering the message
Responding: sending back signals, verbal and non-verbal, that the message has been heard
Listening is often confused with hearing or simply recognising sound, but here we mean taking in and understanding all the signals, verbal and non-verbal, that are being sent
Listening skill:
Reasons for listening
Promotes problem-solving abilities
Demonstrates acceptance of others and builds and retains relationships
Increases the speaker’s receptiveness to thoughts and ideas of others
Increases the self-esteem of the speaker
Helps you to understand and retain information
Helps you evaluate messages
Allows you to help others
Listening process
Predicting 预测
Receiving
Attending
Assigning meaning
Remembering
Assessing
# The Importance of Active Listening (Give two examples of active listening, and explain what benefit arises from such listening in each example.)
Active listening:
Shows the listener that you are concerned (by the level of engagement)
Leads to getting better information (by clarifying information)
Encourages further communication (engagement leads to greater sharing of information)
Has the potential to enhance relationships, involves offering mutual support and developing common understanding (it takes more time and therefore
Lecture 1:
What is communication? ‘Communication is the act of exchanging thoughts, messages, or information’ (de Janasz et al., 2012, p.127)
1. It involves rich channels (face-to-face, telephone)
2. It involves lean channels (emails, texting, memos)
Think through the implications of this difference in how we communicate, formally and informally.
What is Listening?
Listening is the process of taking in what we hear and mentally organising it; it involves:
Sensing: hearing words, receiving non-verbal signals
Processing/evaluating: understanding meaning, interpreting implications, evaluating non-verbal cues, remembering the message
Responding: sending back signals, verbal and non-verbal, that the message has been heard
Listening is often confused with hearing or simply recognising sound, but here we mean taking in and understanding all the signals, verbal and non-verbal, that are being sent
Listening skill:
Reasons for listening
Promotes problem-solving abilities
Demonstrates acceptance of others and builds and retains relationships
Increases the speaker’s receptiveness to thoughts and ideas of others
Increases the self-esteem of the speaker
Helps you to understand and retain information
Helps you evaluate messages
Allows you to help others
Listening process
Predicting 预测
Receiving
Attending
Assigning meaning
Remembering
Assessing
# The Importance of Active Listening (Give two examples of active listening, and explain what benefit arises from such listening in each example.)
Active listening:
Shows the listener that you are concerned (by the level of engagement)
Leads to getting better information (by clarifying information)
Encourages further communication (engagement leads to greater sharing of information)
Has the potential to enhance relationships, involves offering mutual support and developing common understanding (it takes more time and therefore