Effective Listening Skills

Preface v Self-Assessment xv The Basics of Listening 1(18) What Is Listening? 2(1) Why Is Listening Important? 3(1) Building a Communication Model 4(4) Three Principles of Communication 8(1) A Four-Phase Model of Listening 8(2) Five Types of Listening 10(9) Giving and Getting Feedback 19(14) What Is Feedback? 20(1) Rethinking the Model 21(1) Feedback without Words 21(3) Directive Feedback 24(1) Nondirective Feedback 25(2) Using Questions as Feedback 27(3) Why Ask Questions? 30(3) Noise Pollution 33(12) What Is Noise? 34(1) External Noise 34(3) Internal Noise 37(8) Listening to Learn 45(16) Listening for Information 46(2) Formal and Informal Listening 48(1) Reaching Your Goal 49(1) A Learning Attitude 50(2) Note Taking 52(3) Listening Is Interactive 55(1) Do You Listen as You Talk? 56(5) Listening to Decide 61(14) Understanding before Deciding 62(1) Assertions and Claims 62(3) Fair Play or Manipulation? 65(1) Warning Signs 66(5) The Structure of Persuasion 71(2) Remember: The Listener Decides 73(2) Listening to Enable 75(15) What Is Empathy? 76(1) Emotions Equal Messages 77(1) Two Big Don'ts 78(1) Keep Your Goal in Mind 78(1) Affirm, Understand, Endorse, Enable 79(5) Listening to Emotions 84(1) Using Your Knowledge 85(3) A Final Note 88(2) Post-Test 90