Why would a manager lack the willingness to listen? Several reasons explain this

unfortunate condition. First, most people would rather talk than listen, and even when

they ask.a question, they often break into the first sentence of the response with another

question or an argument. Second, the listener may quickly stereotype the speaker as

one who talks a lot but has little to say; consequently, the listener believes that the person

has little

. of value to say. Third, a listener may lack willingness because he may not want to

receive negative information. For the speaker who bears “bad tidings,”what incentive is

there to listen? Defensive behaviour relates closely to this. Some managers consider

the slightest attack on one of their opinions as an attack on them personally;

consequently, they will rise, sometimes almost obsessively, to the defense. This defense

often involves verbal attacks that preclude the possibility for listening.

This is only a summary of the many barriers to listening. Nevertheless, research

indicates that we can improve listening skills. When managers strategically analyze the

critical components of communication and apply the techniques suggested in the

following section, their listening skills and effectiveness as managers will improve.

General techniques for improved listening skills

Let us first look at the different types of listening to be

able to adapt techniques to the appropriate situation and three levels of listening

intensity for both types.

For the purposes of this discussion, active listening occurs in situations in which a

manager has little or no opportunity to interact verbally with the speaker. People in a

large audience use active listening as do those listening to a recorded message or

reviewing an audio-visual replay. People use interactive listening when they have the

opportunity to interact verbally with the speaker by asking questions or summarizing.

Interactive listening occurs with a manager involved in a conversation with one other

individual or in a meeting with many people. .