Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
Listening By James R. Coben Director, Dispute Resolution Institute Hamline University School of Law [email protected] Prime Directive Understand first. Then be understood. Stephen R. Covey, The Seven Habits of Highly Effective People The Communication Filtering Process What is Meant Private: Known only by the sender What is Sent Public What is understood Private: Known only by the receiver The Communication Gap Hidden Visible • Language • Appearance • Behavior • • • • • Assumptions Values Needs Expectations Cultural and Personal Attitudes • Thought Processes • Learning Styles Common Blocks to Good Listening Advising (playing psychologist or counselor) Bottom Lining (“get to the point”) Interrogating (getting information to solve the problem) Rehearsing (thinking about what you are going to say next) Listen For? Objective observations about the conflict “What specifically did you see or hear that led to your reaction/conclusion?” Assumptions, interpretations, suspicions about each other “It sounds like you have some suspicions about what’s really going on here. You think..., is that right? What specifically has s/he said or done that makes you think that?” Values underlying reactions Emotional reactions to the conflict “What was that experience like for you? How did it affect you?” “I’m hearing that ... is very important to you.” Needs that must be met for a satisfactory solution “What would it mean to you if you had that?”