Listening And The Power Of Inquiry
15.281 Advanced Leadership CommunicationListening and the Power of Inquiry22 February 2016Prof. Neal Hartman1MIT Sloan School of Management
Agenda Characteristics and Uses of Active Listeningand Reflection Advocacy and Inquiry Practice Skills Preview of Wednesday’s Class2
The Importance of Active andReflective ListeningTime spent on each aspect ofcommunication process:WhatResearchShows 40% Listening 35% Talking 16% Reading 9% Writing3
Communication is Meaning RelationshipInquiry Take perspective of others Encourage the expression of diverse opinions Withhold judgment while listening to othersAdvocacyRelating Champion new ideasInfluence decisions made at higher levelsPersuade others to consider ideas and proposalsMake your thinking clear to othersValuing Others Support othersTreat others with dignityHelp others succeedMake others feel supported4
Communication is Meaning RelationshipLadder of InferenceTakeActionDraw ConclusionsAdd MeaningSelect DataDataWhat People Say And Do5BeliefsAssumptionsValues
Communication is Meaning RelationshipWe jumpup theladder Our beliefs, assumptions and valuesinfluence the data we select, the meaningswe add, and the conclusions we draw. We select what we will treat as important. We add meanings and draw conclusions. Our thinking is effortless, fast, and worksroutinely. Our conclusions appear obvious – to us –and we rarely think about the steps.6
Communication is Meaning RelationshipThis habit is essential If we could not jump up the ladder without stopping to think,life would pass us by. With likeminded colleagues we get things done quickly andefficiently, because we don’t have to “reinvent the wheel”–we share a “common language” and assumptions.7
Communication is Meaning RelationshipAnd it gets us into trouble People have different perspectives People in the same situation reach different conclusions. All believe their conclusions are obvious, with no need to illustrate thesteps. The result: confusion, conflict and misunderstanding – with all sides“hurling conclusions” at one another from the top of their ladders orsimply withdrawing.8
How to listen actively Allow others time to finish sentences and pause Remain in the present Know you will have time to think about your response Remain neutral, non-judgmental Hold advice and opinion9
Advocacy Stresses critical thinking – critiquing Creates adversarial thinking – confrontation Tests one viewpoint against the other to findthe strongest Many leaders focus on advocacy Presenting our views and arguing strongly forthem Debating forcefully to influence others10
Inquiry A complementary skill to advocacy that:– Seeks to discover information about why aparticular view is held– Asks questions about underlying assumptions,beliefs, and reasoning– Explores: Why do you believe this?What logic leads to this conclusion?What facts and data do you have?What examples or past experience exists?11
Inquiry continued Inquiry is supported by an attitude of wantingto understand, explore, learn, expand It is not a technique to cross examineindividuals or find fault12
Exercise: Listening and Humble Inquiry To raise awareness of your listening skills To practice verbal and non-verbal dimensionsof active listening To practice humble inquiry13
Inquiry Exercise In groups of three, Person A (Inquirer) will askPerson B (Explainer) a question of interest.Person B responds at length-you have up tofive minutes-and Person A humbly inquiresabout what he/she is learning. Person Cobserves.14
Possible Questions of Interest What can you teach me about the management task you do best? how to manage others? adapting to a new environment? ethical decision making in business? asking for a raise/promotion? leadership?15
Preview for Wednesday Leadership Communication: MaximizingFeedback Conversations READ: The Double Meaning of Feedback; Howto Give Feedback That Works; and The Secretto Giving Transformational Feedback16
MIT OpenCourseWarehttps://ocw.mit.edu15.281 Advanced Communication for LeadersSpring 2016For information about citing these materials or our Terms of Use, visit: https://ocw.mit.edu/terms.
Take perspective of others Encourage the expression of diverse opinions Withhold judgment while listening to others Inquiry Relating Advocacy Champion new ideas Influence decisions made at higher levels Persuade others to consider ideas and proposals Make your thinking clear to others Valuing Others Support others Treat others with dignity
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May 02, 2018 · D. Program Evaluation ͟The organization has provided a description of the framework for how each program will be evaluated. The framework should include all the elements below: ͟The evaluation methods are cost-effective for the organization ͟Quantitative and qualitative data is being collected (at Basics tier, data collection must have begun)
̶The leading indicator of employee engagement is based on the quality of the relationship between employee and supervisor Empower your managers! ̶Help them understand the impact on the organization ̶Share important changes, plan options, tasks, and deadlines ̶Provide key messages and talking points ̶Prepare them to answer employee questions
Dr. Sunita Bharatwal** Dr. Pawan Garga*** Abstract Customer satisfaction is derived from thè functionalities and values, a product or Service can provide. The current study aims to segregate thè dimensions of ordine Service quality and gather insights on its impact on web shopping. The trends of purchases have
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Chính Văn.- Còn đức Thế tôn thì tuệ giác cực kỳ trong sạch 8: hiện hành bất nhị 9, đạt đến vô tướng 10, đứng vào chỗ đứng của các đức Thế tôn 11, thể hiện tính bình đẳng của các Ngài, đến chỗ không còn chướng ngại 12, giáo pháp không thể khuynh đảo, tâm thức không bị cản trở, cái được
TOEFL Listening Lecture 35 184 TOEFL Listening Lecture 36 189 TOEFL Listening Lecture 37 194 TOEFL Listening Lecture 38 199 TOEFL Listening Lecture 39 204 TOEFL Listening Lecture 40 209 TOEFL Listening Lecture 41 214 TOEFL Listening Lecture 42 219 TOEFL Listening Lecture 43 225 COPYRIGHT 2016
Food outlets which focused on food quality, Service quality, environment and price factors, are thè valuable factors for food outlets to increase thè satisfaction level of customers and it will create a positive impact through word ofmouth. Keyword : Customer satisfaction, food quality, Service quality, physical environment off ood outlets .
