March 20, 2001 3 Minute Oral Presentation Key Points

The Art of Listening!

The Art of Listening p. 140 *The US Department of Labor estimates communication is: 22% reading/writing, 23% speaking. And 55% LISTENING! *Steps: 1) be open and approachable 2) restate what you hear for clear understanding 3) find a way to meet the need expressed by the speaker. *Empathy is at the heart of effective sales! Build and improve the relationship with a customer through empathy and listening. *I totally agree with Goldman. We have two ears and one mouth for a reason. I wish he would have emphasized body language and eye contact as forms of expressing active listening. *Pertains to class totally! A worker that feels that has the listening skills will be more successful and especially if his boss has mastered the art of listening to his employees. Rage can occur when people feel that no one is attempting to listen and understand them. When Empathy Lacks Integrity p.141 *Begins with a plant president using empathy successfully to persuade parents into believing that the plant toxins will not harm their children. Once empathy was replaced with defensiveness the trust of the parents flew out the door. *Point: Empathy can be easily lost as well as easily faked. *Example applied to customer service. *A con artist is a perfect example of someone who typically fakes empathy. Example: the group trying to make money off of Japanese concerning the sinking of the Ehime Maru in Pearl Harbor. *If someone eel feel that they are being mocked through false empathy rage is a common response. Don’t play with people’s emotions. How Stereotypes Threaten p.151 *Look at stats of women in math, science, and engineering. By college women drop out of these programs two and a half times more than men. Stereotype of black students w/ "rumors of inferiority" Affects minorities around the world. *Goldman leaves us hanging way too much in this interesting article provided through Steele’s research. *Who are the one’s imposing the stereotype and how? Why is it seen everywhere? *Prejudice always leads to rage!!! Information From Daniel Goldman’s “Working with Emotional Intelligence”