Convenience

More E
Less E
Is easily distracted
Asks questions
Keeps an open mind
Asks no questions
Has preconceptions
Assimilates information
Disregards information
ffective Listening
ffective Listening
©
C
en
ga
ge
Le
ar
nin
g
F I G U R E 1 2 . 6
More and Less Effective Listening Skills
Effective listening skills are a vital part of communication in organizations. There
are several barriers that can contribute to poor listening skills by individuals in
organizations. Fortunately, there are also several practices for improving listening
skills.
382
Part 4:
Leading
Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
www.MyEbookNiche.eCrater.com

---

checking facts, and by otherwise being as accurate and honest as possible. The sender
should also try to be sensitive to the receiver’s perspective. A manager who must tell a
subordinate that she has not been recommended for a promotion should recognize that
the subordinate will be frustrated and unhappy. Therefore, the content of the message
and its method of delivery should be chosen accordingly. The manager should be primed
to accept a reasonable degree of hostility and bitterness without getting angry in return.
38
Finally, the receiver should also try to be sensitive to the sender’s point of view.
Suppose that a manager has just received some bad news—for example, that his position
is being eliminated next year. Others should understand that he may be disappointed,
angry, or even depressed for a while. Thus, they might make a special effort not to take
too much offense if he snaps at them, and they might look for signals that he needs
someone to talk to.
39