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Topic 2: Listening, Team Communication, and Difficult Conversations Part 2: Reflecting/ Clarifying Statements, Recognizing Barriers, Defensive and Non-defensive Replies

Terms in this set (26)

Active listening requires that you ____ on the ideas and ___ of others.
reflect, emotions
When reflecting, you should frequently ____ what you're hearing.
paraphrase
Good reflecting statements begin with phrases such as "It sounds as though you _1___.....", "So, you're not __2___ with....", or " Let me make sure I __3___".
1. think
2. happy
3. understand
Clarifying involves making sure you have a clear _____ of what others ____.
understanding, mean
Clarifying includes __1____ that you understand the __1__ of others and _2___ them to elaborate and _2___ their thoughts.
1. double-checking, perspectives
2. asking, qualify
Clarifying is more than simply __1____. It involves trying to __2__ the thoughts of others so you can better understand how they are making ___2___.
1. paraphrasing
2. connect, conclusions
Good clarifying questions are __1__ end questions and start with __1__ oriented __1__ such as, " What are your _2__ on?" or " Could you __2_ how?"
1. open , learner, phrases
2. thoughts, explain
The goal of summarizing is to _1__major themes so you can make sense of the __2___ from the perspective of the __3_ person.
1. restate
2. big issues
3. others
Ideally, in summarizing you can show that you understand the _____ direction of _____.
major, conversation
Active listening involves expressing your own __1__ and _1__. If you do not _2__ your own ideas completely, your __2__ do not know what you really think.
1. perspectives, feelings
2. share, colleagues
You can summarize with statements that begin with phrases such as " So, your main _1__ is " or " It sounds as though your _2___ are"
1. concern
2. key points
Active listening is not easy, especially in certain corporate culture and in the face of time constraints T/F
True
Recognizing Barriers to Effective Listening:
1. lack of ___
2. lack of ____ and attention ___
3. image of ___
4. communication ___
5. fear of ____ news
6. ____
7. "_____ too" statements
8. ____- giving
9. ____
1. time
2. patience, span
3. leadership
4. technology
5. bad
6. defending
7. me
8. advice
9. judging
Deadlines giving most managers the sense that they don't have time to listen is and example of ____ recognizing ______ barriers to effective listening.
ineffectively, lack of time
Managers who are overwhelmed by internal noise a ____ barrier to effective listening
lack of time
When the best managers understand that listening pays strong dividends over time and they need to schedule time for listening each day is an example of ____ recognizing _______ barriers to effective listening.
effectively, lack of time
patience and attention span can be improved with __1___, ___1_____.

Highly self aware communicators frequently ask themselves questions like:
Did I allow them enough __2__ to express themselves?
In what ___3___ do I feel most impatient?
What __4__ help me focus my attention when I am feeling impatient?
1. conscious, consistent
2. time
3. situations
4. strategies
Some CEOs think listening too much shows indeciseveness and threatens their authority, to preserve a command and control approach to leading they speak more and listen less.
This is an ineffective example of recognizing what barrier?

How effective is this in today's organizations?
image leadership

rarely effective, especially in todays flat organizations
What barrier can make listening more difficult?
communication technology
Typically using communication tools facilitate a listening centered approach to communication T/F
True
Supplemented with face to face _1___ communication, but relying heavily on:
fear of __2_ news,
defending,
"__3__" statements,
__4__ - giving,
and judging
can __5__ effective listening.
1. rich
2. bad
3. me too
4. advice
5. reduce
Listening fully to the feedback, concerns, and perspectives of colleagues and clients can make work what?
compliated
Astute business managers recognize that they ____ info even ___/___ news, to lead to be performance.
need
bad/unpleasant
To effectively recognize the barrier of _fear of ___ , once bad news is in the open managers are responsible for creating solutions to the moral ___ of ____.
bad news
need, employees
______ is an ineffective way to recognize the fear of bad news barrier for effective listening.
nonlistening
nonlistening
are actions that prematurely deflect attention from speakers or prevent them from completely expressing their ideas and feelings
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