Leadership Session 7: Active Listening Skills

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Questions and Answers

What is the main purpose of paraphrasing in active listening?

To summarize what was said without clarification

To challenge the speaker's ideas

To reiterate personal opinions

To express the speaker's meaning using simpler words (correct)

Which of the following is NOT a reason for using clarifying techniques?

To check the accuracy of your understanding

To allow the speaker to elaborate on their thoughts

To identify anything that is unclear

To provide constructive criticism (correct)

What is the primary reason behind the increase in productivity observed in the Hawthorne studies?

Improved working conditions alone

Increased salary incentives

Employees were aware of being observed (correct)

The new technologies implemented

Reflecting during a conversation primarily aims to achieve what?

To deepen understanding of both feelings and content Signup and view all the answers

Which component of Vroom's Expectancy Theory refers to the belief that effort will result in the desired performance level?

Expectancy Signup and view all the answers

Which of the following statements is an example of effective reflecting?

It seems you are confused about the topic. Signup and view all the answers

According to Vroom's formula, what happens to motivation if any of the components (Expectancy, Instrumentality, Valence) equals zero?

Motivation is zero Signup and view all the answers

What is one of the key benefits of employing active listening skills?

It enhances mutual understanding and trust Signup and view all the answers

In Attribution Theory, which dimension evaluates whether the cause of an event is within one's control?

Controllability Signup and view all the answers

Which of the following techniques involves asking the speaker to explain their thoughts in more detail?

Clarifying Signup and view all the answers

What aspect does the Stability dimension in Attribution Theory relate to?

The changeability of a cause over time Signup and view all the answers

In the Hamburger Method for giving feedback, which of the following components is incorrect?

Avoid negative remarks entirely Signup and view all the answers

What role do managers play in enhancing the components of Vroom's Expectancy Theory?

They should understand and improve the three components of motivation. Signup and view all the answers

What does the term 'listener roadblocks' refer to in the context of active listening?

Barriers that hinder effective communication Signup and view all the answers

Which of the following is NOT a dimension of Weiner's Attribution Theory?

Ethical Implications Signup and view all the answers

The Hawthorne Effect primarily highlights what aspect of human behavior?

The change in behavior when individuals feel they are being observed Signup and view all the answers

What emotion is considered stronger than frustration according to the content?

Hurt Signup and view all the answers

What is a key element of active listening that helps both the listener and speaker identify important points?

Summarizing Signup and view all the answers

Which of the following is not recommended as a behavior during active listening?

Demonstrating impatience Signup and view all the answers

What is described as the most important part of active listening?

Pacing or mirroring feelings Signup and view all the answers

What misconception do people often have regarding being angry?

It is a weakness. Signup and view all the answers

In the context of active listening, what should you do if you disagree with what is being said?

Listen without biases. Signup and view all the answers

What is emphasized as an important technique to gain agreement during conversations?

Pacing speed and physical movements Signup and view all the answers

What behavior is explicitly discouraged in active listening?

Jumping to conclusions Signup and view all the answers

What are hygiene factors according to Herzberg's theory?

Extrinsic factors that do not uplift motivation but prevent dissatisfaction Signup and view all the answers

In Maslow’s Hierarchy of Needs, which need must be fulfilled before achieving self-actualization?

Esteem Needs Signup and view all the answers

Which aspect characterizes motivators in the workplace?

Offering recognition and opportunities for advancement Signup and view all the answers

What psychological phenomenon is associated with the effect of certain work conditions on employee productivity?

Hawthorne Effect Signup and view all the answers

Which of the following statements about Maslow’s Hierarchy is incorrect?

Self-actualization is the most fundamental need. Signup and view all the answers

What distinguishes motivators from hygiene factors in the workplace?

Motivators are intrinsic to the work itself. Signup and view all the answers

How did the studies at Western Electric Hawthorne Works contribute to understanding workplace motivation?

They highlighted the significance of social interactions in productivity. Signup and view all the answers

What is the ultimate goal of focusing on motivators in an organization?

To foster genuine employee motivation and productivity. Signup and view all the answers

What is the impact of attributing success to internal, stable, and controllable factors?

It leads to higher levels of motivation and improved self-esteem. Signup and view all the answers

Which statement accurately reflects an effect of attributing failure to internal, stable, and uncontrollable factors?

It results in feelings of helplessness. Signup and view all the answers

Which of the following is a key principle of active listening?

Avoid interrupting and focus on understanding feelings. Signup and view all the answers

What is the purpose of paraphrasing in communication?

To restate the information using different words to confirm understanding. Signup and view all the answers

What should a clarifying question achieve during active listening?

It should allow the speaker to elaborate and clarify. Signup and view all the answers

Which of the following describes reflecting in the context of active listening?

Relaying back to the speaker how they feel about their message. Signup and view all the answers

Why is it important to develop the desire to listen in active listening?

To foster a greater likelihood of successful promotion. Signup and view all the answers

What is a common challenge faced when practicing active listening?

Maintaining a judgemental attitude. Signup and view all the answers

What should be avoided in active listening to ensure effective communication?

Interruption of the speaker Signup and view all the answers

Which of the following emotional states complicates the process of truly listening?

Experiencing anger as the speaker Signup and view all the answers

In active listening, which is NOT considered a roadblock?

Encouraging participation Signup and view all the answers

What is the significance of the trigger word 'because' in communication?

It reinforces the urgency of the message Signup and view all the answers

When providing feedback, how many points should ideally be communicated?

Two points Signup and view all the answers

Which behavior reflects the emotional state of 'not being interested' according to narrow linguistic programming?

Looking downward to the left Signup and view all the answers

How can a coach effectively engage a middle child during discussions?

Allow the observer to take the lead in the conversation Signup and view all the answers

What is the purpose of using the 'hamburger method' in communication?

To structure feedback effectively Signup and view all the answers

Study Notes

SKEMA Business School Leadership: Session 7

Session 7 is part of the Leadership curriculum at SKEMA Business School
The session focuses on active listening and motivation skills, including paraphrasing, clarifying, reflecting, summarizing and other important concepts
Session 6 covered Active Listening and Motivation Skills
Session six covered
- Paraphrasing
- Clarifying
- Reflecting
- Summarizing
- Road Blocks to Good Listening
- Tips for Active Listening
- "Feeling words"
- Hamburger Method for giving good feedback
- Observer feedback forms
- Listening simulation
- Motivation theories

Four Key Active Listening Components

Listening for the whole message
Being non-judgmental
Being understanding and supportive
Developing the desire to listen

Paraphrasing:

Restate information using different words
Express the meaning using simple words
Tests understanding of the speaker's message
Allows the speaker to focus on their own thoughts
Encourages the speaker to continue speaking

Clarifying:

Asking the speaker to explain aspects of their message
Involves asking clarifying questions to ensure understanding

Clarifying: Why?

Gives the speaker the opportunity to elaborate
Allows the student to check the accuracy of their understanding

Clarifying Examples:

"I'm not sure I quite understand; or do you mean that...?"
"Can you say more about...?"
"You have given me a lot of information, let me see if I've got it all..."

Reflecting:

Relaying what the speaker said to show understanding of their feelings and emotions
Deepens understanding of feelings and content
Allows the speaker to see that the student understands their message and perceptions

###Reflecting Examples:

"I get the sense that you might be feeling afraid about what might happen if..."
"To me, it sounds like you are frustrated about what was said... but I'm wondering if you are also feeling a little hurt by it."

Summarizing:

Identifying, connecting, and integrating key ideas and feelings expressed by the speaker
Emphasizing empathy and mutual communication
Helps the listener and speaker identify what is most important to the speaker

Summarizing examples:

"Let me summarize what I heard so far..."
"So, on the one hand... but on the other hand..."
“I think I've heard several things that seem to be important to you..."

Tips for Active Listening (Do's):

Listen more than you talk
Let the speaker finish before you respond
Ask open-ended questions
Remain attentive to what's being said
Be aware of your own biases
Manage your own emotions
Be attentive to ideas and problem-solving opportunities
Give verbal and nonverbal messages that you are listening
Listen for both feelings and content

Tips for Active Listening (Don'ts):

Act bored
Dominate the conversation
Interrupt
Finish the speaker's sentences
Jump to conclusions
Respond with blaming or accusatory language
Become argumentative
Demonstrate impatience or multitask
Mentally compose your next responses
Listen with biases or shut out new ideas

Most Important Part of Active Listening:

Pacing or mirroring the feelings of the person being listened to
If a person is sad, and you aren't, consider how they might perceive that
Understanding feelings builds trust

Feeling Words:

A list of feeling words is provided, split by category.

Roadblocks to Good Listening:

Fixing
- Ordering
- Suggesting
- Advising
- Diagnosing
Evaluating
- Threatening
- Praising
- Condemning
- Taking sides
- Giving opinions
Interrupting
- Interjecting comments
- Not allowing speaker's own pace
- Tuning out
- Creating/responding to distractions
- Cross-examining
Diverting
- Reassuring
- Changing the subject
- Focusing on your own agenda

Giving Feedback (Hamburger Method):

Soft: Mention a few positive things.
Sauce: Smooth transition to constructive feedback. Replace "but" and "however" with "and."
Hard: Constructive feedback.
Soft: Mention one or two more positive aspects.

Active Listening Simulation:

Students rotate through roles: Client, Active Listener, Observer
Clients discuss a topic/challenge
Active listeners practice active listening skills
Observers evaluate Active Listener's performance

Motivation Theories to Increase Productivity:

Herzberg's Two-Factor Theory: Distinguishes between hygiene factors (extrinsic, like salary) and motivators (intrinsic, like recognition).
Maslow's Hierarchy of Needs: Outlines five levels of human needs (physiological, safety, love/belonging, esteem, self-actualization).
Hawthorne Effect: Employees' productivity increased due to awareness of being observed, not necessarily from the changes themselves.
Expectancy Theory: Motivation is a result of three components (expectancy, instrumentality, valence).
Attribution Theory: Explains how individuals interpret and explain the causes of behavior. Includes dimensions of locus of control, stability, and controllability.

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Description

This quiz focuses on Session 7 of the Leadership curriculum at SKEMA Business School, emphasizing the essential skills of active listening and motivation. Participants will explore key components such as paraphrasing, clarifying, and summarizing, while also addressing barriers to effective listening. Test your knowledge and enhance your leadership capabilities!