【文章內(nèi)容簡介】 necessary to get good information from others? Take a few moments to write down some of your thoughts… Get good information to… ? Find out facts and details ? Get directions or instructions ? Try to understand another’s point of view ? Help someone solve a problem ? Resolve a team conflict ? Solve work problems ? and other ideas you may have thought of Obstacles to getting good information ? What can make getting good information difficult? Take a few moments to write down some of your thoughts… Obstacles to getting good information ? Lack of trust ? Assuming you already know it all ? Jumping to conclusions ? Not valuing diverse opinions ? Weak reading skills ? Weak listening skills ? Weak questioning skills ? and other ideas you may have thought of The power of listening The philosopher Epictetus stressed the power of listening in this quote: “Nature gave us one tongue and two ears so we could hear twice as much as we speak.” Listen actively ? Prepare to listen by focusing on the speaker ? Control and eliminate distractions so that you can focus on the message. Don’t do anything else (writing, reading, ) but listen ? Establish appropriate eye contact to show interest ? See listening as an opportunity to get information, share another’s views, and broaden your own knowledge Listen actively ? Create a need to listen by thinking about what you can learn from the speaker ? Set aside the time to listen so that you won’t feel rushed or bee distracted by other responsibilities ? Don’t prejudge the message based on who is delivering it. Focus instead on the content of the message. ? Monitor the way you listen by asking yourself questions such as “Did I really pay attention or was I thinking about what I was going to say next”? “Was there information I missed because I allowed myself to bee distracted”? That’s a good question! ? Close end questions limit the answer to yes or no ? Open end questions allow the responder total freedom in answering ? Direct questions ask for specific information。 limit answers to brief fact statements ? Probing questions follow up other questions to solicit additional information ? Hypothetical questions present a theoretical situation to which receiver responds See examples of each on the next slide… Good question examples Close end question “Did you attend the staff meeting this morning”? Open end question “What was discussed at the staff meeting this morning”? Direct question “Which topics were listed on the meeting agenda”? Probing question “Can you tell me more about the first agenda topic”?. Hypothetical question “What would you have done, if you had not had the chance to present your idea at the meeting”? FOCUS on information – a model ? Focus the discussion on the specific information you need ? Openend question to expand the discussion ? Closeend question to get specifics ? Use active listening skills to understand what you are hearing ? Summarize and close the discussion FOCUS on information – an example Focus the discussion on the specific information you need “I need to ask you about the puter meeting you attended yesterday”. Openend question to expand the discussion “What kinds of decisions were made regarding expansion of our departmental system”? Closeend question to get specifics “Did the mittee decide to buy Dell puters”? Use active listening skills to understand what you are hearing “What I think I heard you say was that the decision was made”? Summarize and close the discussion “So to wrap up, the system will expan