By the end of this chapter you should be able to:
• Define listening and explain the difference between listening and hearing.
• Identify the four main benefits of effective listening.
• Define the two techniques used to set the right atmosphere for effective listening in the workplace.
• Explain how paraphrasing and asking clarifying questions can improve listening effectiveness.
When we think of communication, we usually think first of speaking, writing, and getting our point across in other ways. Indeed, much of what we have been discussing as effective communication ...