1.Warming-up Exercise
Minicase
Liu Peng is the general manager of a hotel in a coastal city in China. As the GM of the hotel, he works very hard. Owing to his diligence and his effective management, the hotel has been named Model Hotel for three years running. Last year, his hotel passed the professional checking and was promoted to the threestar hotel level. Liu Peng felt very happy about the promotion, and so did his friends. But Liu Peng was thinking about something: how to make the hotel management more effective and how to minimize the room vacancy of the hotel. He was thinking hard about it.
Last month, Liu Peng was invited to attend a reception for a newly opened hotel. While he was chatting with friends, he happened to hear someone talking about Timeshare, a new way of hotel management. Greatly interested, Liu Peng went over and asked the speaker for further information. It was a new way of hotel management: the traveler may choose any period at any hotel for future renting. Liu Peng gave the speaker his card and invited him to his hotel for a visit the next day.
Questions for Discussion
1. Can we say that Liu Peng found the solution to his problem wholly by chance? Why or why not?
2. What kind of listener is he?
2 Listening
You are going to hear a talk on effective listening. Listen and complete the outline form below.
Ⅰ. Importance of Listening
A. On-the-job communication time
1. _______ % on listening
2. _______ % on speaking
3. _______ % on reading
4. _______ % on writing
B. One listening mistake = loss of $ ___________
C. Examples
1. Listening error: _______________________________________________
Loss: _______________________________________________________
2. Listening error: _______________________________________________
Loss: _______________________________________________________
Ⅱ. Listening Strategies
A. _____________________________________________________________
B. _____________________________________________________________
C. _____________________________________________________________
D. _____________________________________________________________
Ⅲ. A Greek Philosopher Said ___________________________________
_______________________________________________________________
3 Presentation
Use the following rating form to check your listening skills.
Rating Form for Effective Listening
Listening Skill Used?
(check when observed)
Being Helpful
Avoiding signs of impatience ______________________
Taking steps to minimize distractions ______________________
Being Empathetic
Determining the person’s purpose for speaking ______________________
Expressing concern for the speaker’s general well-being ______________________
Expressing understanding of the speaker’s current feelings_____________________
Recalling what was said earlier ______________________
Paraphrasing statements of the speaker’s feelings ______________________
Asking for more details ______________________
Expressing awareness of nonverbal cues (if any) ______________________
Being Attentive
Holding off on expressing any judgment ______________________
Keeping the tone neutral and unemotional ______________________
Restating the speaker’s point before disagreeing ______________________
Accepting some of what the speaker says ______________________
Involving the speaker in solution to problem ______________________
Asking for more background ______________________
Encouraging the speaker to express other points of view ______________________
Offering support or help ______________________
Asking for clarification ______________________
Being Responsive
Letting the speaker talk with minimal interruption ______________________
Using nonverbal encouragement (nodding, etc.) ______________________
Asking questions ______________________
Facing the speaker and using frequent eye contact ______________________
