Modules 17 & 18

Module 17


Listening is the form of communication that we use most often. Listening is something that we do without even giving it a second thought; because of this is may be one form of communication that we do most poorly. We rarely have training in this form of communication.

Good listeners consciously follow four practices. They pay attention. You must resist distractions and tune out any other noise. They focus on the other speaker in a generous way. Do not focus on what the speaker is wearing or how they act, but on what they are saying. Good listeners avoid making assumptions. Making assumptions can cause listening errors. They listen for feelings as well as facts. Pay attention to tone of voice, facial expression, and body language. Don't assume that silence means consent. Invite the other person to speak.

Active listening is feeding back the literal meaning, the emotional content, or both. In active listening the listener actively demonstrates that they have heard and understood the speaker by feeding back either the literal meaning or the emotional content or both. These five strategies create active responses: paraphrase the content, mirror the speakers feelings, state your own feelings, ask for information or clarification and offer to help solve the problem.

Module 18


Working and writing in teams is essential to success in an organization. Interpersonal communication is communication between two people. Listening and dealing with conflict are some skills used in one-on-one conversations, in problem-solving groups, and in writing groups.

Different messages are appropriate at different points in a group's development. For example, group messages fall into three categories: informational messages, which focus on content; procedural messages, which focus on method and process; and interpersonal messages, which focus on people, promoting friendliness, cooperation, and group loyalty.

Roles in a group can be positive or negative. Positive roles and actions help the group build loyalty, resolve conflicts, and function smoothly. Negative roles hurt the group's product and process.

Important Points


There are three kinds of leadership in groups: informational leaders, interpersonal leaders and procedural leaders.

Conflicts should be handled by getting the real issue and then by repairing the bad feelings.