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Factor 
Comment 
Goal
What does the other person want from the process? What do you want from the 
process? What will both parties need and be trying to do to achieve their aims? Can 
both parties emerge satisfied? 
Perceptions
What, if any, are likely to be the factors causing distortion of the way both parties see 
the issues and each other? (Attitudes, personal feelings, expectations?) 
Roles
What roles are the parties playing? (Superior/subordinate, customer/server, 
complainer/soother?) What expectations does this create of the way they will behave? 
Resistances
What may the other person be afraid of? What may they be trying to protect? (Their 
ego/self-image, attitudes?) Sensitivity will be needed in this area. 
Attitudes
What sources of difference, conflict or lack of understanding might there be, arising 
from attitudes and other factors which shape them (sex, race, specialism, hierarchy)? 
Relationships
What are the relative positions of the parties and the nature of the relationship 
between them? (Superior/subordinate? Formal/informal? Work/non-work)? What style 
is appropriate to it? 
Environment
What factors in the immediate and situational environment might affect the issues and 
the people? (Eg competitive environment; customer care; pressures of disciplinary 
situation; nervousness; physical surroundings formality/informality) 
BPP Tutor Toolkit Copy

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CHAPTER 18
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PERSONAL EFFECTIVENESS AND COMMUNICATION 
 
465 
8.3.1 Listening 
Listening in the communications model is about decoding and receiving information. Effective listening 
has three consequences. 

It encourages the sender to listen effectively in return to what you have to say. 

It reduces the effect of noise. 

It helps resolve problems by encouraging understanding from someone else's viewpoint.