HRT 383

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Communication The Receivers Challenge

• HRT 383
• Michael Godfrey

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Maslows Four Stages of Learning

• Unconscious Incompetence
• We dont know that we dont know
• Conscious Incompetence
• We know that we dont know
• Conscious Competence
• We work at what we dont know
• Unconscious Competence
• We dont have to think about knowing it
• The Art of Communicating, pg. 48-49

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The Typical Executive

• Spends 80 of his or her time communicating
• Of that time
• Listening 45
• Speaking 30
• Reading 16
• Writing 9
• Youve Got to be Believed to be Heard, pg. 191

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Listening Capacity

• We use only about ¼ of our listening capacity
• Listening capacity is difficult to measure
• Even without using quantifiable measures, what if
  each of us doubled our individual listening
  capacity?
• Youve Got to be Believed to be Heard, pg. 191

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Listening

• The most challenging of all communication skills
• Requires focus
• Requires practice
• Different degrees
• Passive at one end of the scale
• Deeply involved Active Listening at the
  other
• Different Ways
• Fact (Discussion or Debate)
• Feeling (Debate or Dialogue)
• Youve Got to be Believed to be Heard, pg. 190-192

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Brownells Model

• HURIED
• Hearing
• Understanding
• Remembering
• Interpreting
• Evaluating
• Listening The Toughest Management Skill, pg.
  65-66

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Hearing

• Essential Actions
• Concentrate on what the speaker is saying
• Allow the entire message to be delivered without
  interruption
• Sender and receiver must be comfortable with
  silence
• Avoid Distractions
• Its about them, not you!
• Listening The Toughest Management Skill, pg.
  66-67

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Something to ponder

• Speaking 130-160 words per minute
• We can process aural information at a rate of up
  to 700 words per minute
• On average, we listen three times faster than
  most people talk
• What can we do with that unused mental time?
• Listening The Toughest Management Skill, pg.
  66-67

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In Closing

• We have two ears and one mouth so that we can
  listen twice as much as we speak. Epictetus
• Lenin could listen so intently that he exhausted
  the speaker. Isaiah Berlin
• The most important thing in communication is to
  hear what isn't being said. Peter F. Drucker
• Listening quotes from www.quotegarden.com

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Works Cited

• Brownell, Judi. 1987. Listening The toughest
  management skill. The Cornell H.R.A. Quarterly,
  February 1987 65-71.
• Decker, Bert. 1992. Youve got to be believed
  to be heard Reach the first brain to communicate
  in business and life. New York, NY St. Martins
  Press.
• Decker, Bert. 1996. The art of communicating
  Achieving interpersonal impact in business.
  Revised edition. Menlo Park, CA Crisp Learning.
• www.Quotegarden.com Listening. Accessed
  10/31/03.