하버드 비지니스 리뷰중에서 정리한 글입니다.
Active listening보다 더 좋은 소통 방법은 없지요
HBR: Listening to People
April.27.2008
l Rules of good reception
1. Think ahead of thinker
2. Weigh the evidence used by talker to support the point that he makes
3. Review & mentally summarize
4. Listen between the lines- Pay attention to non-verbal communication: Facial ｅxpression, gestures, tone of voice etc…
l Don’t memorize just facts; that is because while you are memorizing one fact, you may miss the next fact. à Try to understand talker’s idea, GRASP IDEAS!!!
l Emotional filters
n Emotions act as aural filters
n Please withhold evaluation: Judgments & decisions should be reserved until after the talker has finished
n Hunt for negative evidence: find in the search for negative evidence in what we hear: seek out the ideas proving us wrong & it might prove us that we are right à thus less in danger of missing what people have to say: Really??? & Why???
l Benefit is Biz
n “PEOPLE IN BUSINESS FAIL TO HEAR & UNDERSTAND EACH OTHER, THE RESULTS CAN BE COSTLY”
l Less paper work
n If there is good listening more can often be communicated in one message
n James’ think: need to file email, document & need to generate minute or note after verbal communication:
u For what?
l Let’s discuss,
l How about your company
l What about you?
l Upward communication
l Human relations
n Better listening can lead to a reduction of the human frictions which beset many businessman
n Let’s discuss
u How about Upward & downward(top-down) communication in your company
l Listening to sell
l In conference
n More & better listening in conference is to facilitate the exchange of ideas so important to the success of a meeting
n If the leader does job of good listening, it will be imitated by others in the group
“As a matter of objective fact nothing passes from speaker to listener except air waves and light waves and, as such as manifestations of physical force, they are impressively weak!
Thus make listeners less fearful and speakers less confident of the threatening powers of words”
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