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Introduction to Beverage Operations

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Decker, Bert. 1996. The art of communicating: Achieving interpersonal ... Bert Decker's book is titled 'You've got to be believed to be heard' for a reason! ... – PowerPoint PPT presentation

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Title: Introduction to Beverage Operations


1

Listening Actively The Receivers Challenge
"Wisdom is the reward you get for a lifetime of
listening when you'd have preferred to talk." -
Doug Larson
2
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.

3
Verbal Non-VerbalCommunication
  • Concepts
  • Rapport
  • Non-Verbal Messages
  • Asking Good Questions
  • Sincere Paraphrasing
  • Active Listening

4
Rapport
  • Being in sync with other people,
  • verbally and non-verbally,
  • so they are comfortable
  • and have trust and confidence in you

5
Non-Verbal Messages
  • What you do speaks so loud
  • I cant hear what you say.
  • Ralph Waldo Emerson

6
Non-Verbal Messages
  • Bert Deckers book is titled Youve got to be
    believed to be heard for a reason!
  • He discusses two factors
  • The Eye Factor
  • The Energy Factor
  • What people see

7
Non-Verbal Messages
  • Eye Factor
  • Eye Communication
  • Posture and Movement
  • Dress and Appearance
  • Gestures and Smile

8
Non-Verbal Messages
  • Energy Factor
  • Voice and Vocal Clarity
  • Words and Non-Words
  • Listener Involvement
  • Humor

9
Asking Good Questions
  • Show sincere interest
  • Deliver questions with life
  • Types of questions
  • Positive questions (The way you ask)
  • Behavioral questions (How would you)
  • Situational questions (In this situation)
  • Probing questions (Elaborate/clarify)

10
Sincere Paraphrasing
  • This is NOT What I hear you saying is
  • State in your own words your understanding of
    what another person says or feels
  • You feel that
  • You mean that
  • You think that
  • As I understand it
  • Your Goal I hear, I understand, I care

11
Active Listening
  • Be engaged
  • Truly hear and process the message
  • Avoid distractions

12
Listening in General
  • 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)

13
Maslows Four Stages of Learning
  • Unconscious Incompetence
  • We dont know what we dont know
  • Conscious Incompetence
  • We know what we dont know
  • Conscious Competence
  • We work at what we dont know
  • Unconscious Competence
  • We dont have to think about knowing it

14
The Typical Executive
  • Spends 80 of his or her time communicating
  • Of that time
  • Listening 45
  • Speaking 30
  • Reading 16
  • Writing 9

15
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?

16
Brownells Model
  • HURIED
  • Hearing
  • Understanding
  • Remembering
  • Interpreting
  • Evaluating

17
Hearing
  • Essential Actions
  • Concentrate on what the speaker is saying
  • Allow the entire message to be delivered without
    interruption
  • Be comfortable with silence
  • Avoid Distractions
  • Its about them, not you!

18
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

19
In Closing
  • The most important thing
  • in communication
  • is to hear what isn't being said.
  • Peter F. Drucker
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