5.12 Phrases for Active Listening and Feedback

Loading...

Del curso dictado por Arizona State University

Inglés Empresarial: Gestión y Liderazgo

478 calificaciones

Explorar los videos relacionados

En Coursera, encontrarás las mejores conferencias del mundo. Aquí te mostramos algunas de nuestras recomendaciones personalizadas para ti

Arizona State University

Inglés Empresarial: Gestión y Liderazgo

478 calificaciones

Curso 1 de 4 en SpecializationInglés Empresarial

Are you a business executive or a manager who uses English in your career? Then you know that good business communication in English requires focus, vocabulary, and specific linguistic structures. In this course, you will follow along a recently promoted manager as she builds and leads her team to success. Together, you will practice the language and styles of communication needed in English for: • Recruiting and training a professional team to work together with integrity and respect • Managing and participating in well-organized meetings • Making telephone conferences more efficient • Writing professional emails that are easy to read The activities in this course will give you the opportunity to share your experience and receive immediate feedback from other business professionals around the world. ¿Es usted un ejecutivo de negocios o gerente que utiliza inglés en su profesión? Entonces Ud. sabe que la buena comunicación empresarial en inglés exige los enfoques, el vocabulario y las estructuras lingüísticas específicas. En este curso, Ud. seguirá, a lo largo con un gerente recién promovido, como ella construye y conduce a su equipo hacia el éxito. Juntos, ustedes practicarán el lenguaje y los estilos de comunicación en inglés necesarios para: · Reclutar y el entrenar a un equipo profesional a trabajar juntos con integridad y respeto · Manejar y participar en las reuniones bien organizadas · Hacer que las conferencias telefónicas sean más eficaz · Escribir correos electrónicos profesionales que sean fáciles de leer Las actividades en este curso le dan la oportunidad de compartir su experiencia y recibir retroalimentación inmediata de otros profesionales empresariales en todo el mundo.

De la lección

Dirigir y entrenar / Managing and Coaching

Para que un empleado tenga éxito, es importante la guía que le entrega su jefe. Esto es un desafío mayor si esta guía debe hacerse en otro idioma. Después de completar el modulo "Dirigir y entrenar", usted será capaz de usar frases claves para tener una audiencia participativa lo que facilitara el proceso de dirección y entrenamiento....Facilitating employee success is a management skill that can be even more challenging when communicating in a second language. After completing Managing and Coaching, you’ll be able to recognize the importance of active listening, use key phrases and language to facilitate the coaching and mentoring process.

5.8 First Conditionals4:12

5.12 Phrases for Active Listening and Feedback11:51

Conoce a los instructores

Wanda Huber
International Educator
Arizona State University Global Launch
Andrea Mürau Haraway
International Educator
Arizona State University, Global Launch
Jenny Young
International Educator
Arizona State University Global Launch

As we've learned from Andrea we are all in need of constructive feedback from time

to time.

And we each have improvements to make on our own active listening.

Whether we're the one receiving the feedback or

the one giving it, neither of those situations are comfortable.

Like has been emphasized through this course it only gets better with practice.

During this video, we will learn some key phrases for

giving constructive feedback that help make the situation less uncomfortable.

We'll also work on our active listening techniques.

I've had times in my life where I've taken the constructive feedback just fine.

And other times where I've walked away defensive and hurt.

Sometimes it has been the way the message was delivered.

And sometimes, it was just the situation, or the stage of my life right then.

Maybe my boss didn't know my family had conflicts at home.

Or that I have a child in the hospital or

even that my self-esteem was just at a very low point.

When you are giving feedback, try not to take anything personally and

hope the person you are helping will do the same.

You do all you can to deliver your message concisely but tactfully.

Remember, your receiver is in control to how they will react.

If they were in a difficult stage of life, it is not in your control and

not your fault.

The message still has to be delivered.

But there's always room to show concern for others.

As a teenager, I developed a bad habit.

I was a mirrorer, meaning I mirrored, or copied,

what someone had just said in the conversation.

It started innocently.

I was trying to prove that I was an active listener.

But it soon became very irritating and annoying to others.

What's worse is I didn't even realize I was doing it.

Someone would say, for example, I went shopping on Saturday.

And I would say, oh, you went shopping?

Finally, one day, my mom offered some constructive feedback.

Let's walk through the steps she used to help me recognize and

improve my bothersome habit.

Remember, your goal in giving feedback is to provide encouragement for

positive behavior or

to point someone towards a better behavior where they will perform more successfully.

Business situations that require giving constructive feedback include

ongoing performance discussions, giving specific job-related tips,

following up on coaching discussion, giving corrective guidance, or

letting someone know the consequences of their behavior.

The word, constructive, means to buildup, and not tear down.

Here's how my mom approach me when I was 17.

Jenny, I feel I need to let you know that in conversation, repeating

back what the person says is distracting and frustrating to the person speaking.

The first step for constructive feedback is to state your purpose.

Just like in a direct approach.

Don't use, you need to, phrases.

Otherwise, they will feel defensive right away.

I feel I need to let you know is a great phrase to start with.

Other phrases that work are, I have a concern about,

I want to discuss, I have some thoughts about.

After the statement I didn't fully know what my mom was talking about,

because like I said I didn't know how often I had been mirroring people in their

conversations.

So her next line was,

yesterday you were listening to Amy tell about her Tae Kwon Do match and

you kept interrupting her with phrases that she already said.

I know you were trying to listen to her, but she was really getting annoyed.

The second step is to describe specifically what you have observed.

Before you have a coaching session,

make sure you have a few specific instances written down.

My mom used the third step, too.

And that is describe the reactions or actions of your behavior.

How does this affect other people?

Well, it was really annoying them to a point where they did not

want to tell me stories anymore.

What other reactions would occur in the workplace?

Usually there is embarrassment, uncomfortableness,

disrespect, irritation, aggravation or anger.

Those are the human emotions we seem to struggle the most with.

Step four give the other person a chance to respond.

Phrases that work are, what do you think,

what is your view of the situation, what are your reactions to this.

Tel me what are your thoughts.

When my mom asked me what I thought about it, I got a little upset.

Remember, I was 17.

This is where you still have to keep control of the situation.

Be prepared for a variety of reactions.

And be ready to stay calm yourself no matter what the situation turns to.

Don't get angry yourself.

Step five is to offer suggestions.

This is where you may need to use common sense.

If the person is incredibly upset,

you may not want to give more than one suggestion even if you had more ideas.

More can be discussed in a follow up email where

you can better control your thoughts and words.

Also, don't make up a suggestion just because you think you need one.

Sometimes people need only to be made aware of the situation and

they will improve.

This was the case with my mom and I.

Shouldn't I offer any suggestions?

But what she already said was enough for me.

I was now aware there was a place in my blissful teenage life I could improve.

Heavens, how could it be?

I was so perfect.

One way to give suggestions is to use the person's name, but

then tell a personal story about yourself.

Bridgette, sometimes I wrote notes at my desk and

tape them to my computer screen to remember things.

Or you can use rather than you might want to sentences.

Rather than gossiping about Catherine,

you might want to spend some time getting to know her better.

She has wonderful ideas.

See how helpful using modals is here?

Well, I haven't been 100% cured of my mirroring habit,

just ask Wanda and Andrea, but I've spent many years working on it.

Step six is to end on something positive.

Give a compliment of something they are doing well.

Jenny, you've always been more of a listener than a talker.

I know your real intent is that you want to show others that you care.

You can also suggest action in what you'll do and what you'll expect them to do.

I'll take care of the extra paperwork to lighten your load and

I'll expect you to come to work on time.

[SOUND] We are flipping sides.

No longer are we worried about what we need to say, but how we need to listen.

All parents joke about not getting a handbook on how to raise kids.

Yet why do they all know the phrases about having one mouth and two ears.

If we were meant to talk more we would have been given two mouths, they tell us.

Paying attention to what someone is saying is a very good way

to make them feel heard, validated, and accepted.

Usually when we are listening to someone we are thinking of what we will say next.

When you are truly listening, there is a pause after the speaker

because you were so busy listening, your own thoughts are still processing.

Then, when you reflect back what you heard, or ask a clarifying question,

the people you were with will really know you were listening.

It's not a game, nor is it acting.

It's real, authentic communication.

When people feel like their opinions have been heard,

they are encouraged to speak up and offer more of their talents and creativity.

We all know we would learn so

much more if we started paying more attention and listened.

Since we have Mary fresh on our minds, let's make a list of listening don'ts.

Sincere listening does not include mirroring,

see it's at the top of the list, ordering, interrupting, preaching or minimizing.

Also, don't look bored when someone else is speaking.

Even if it's how you feel.

Remember, you are still in control.

Tapping fingers, humming to music, rolling eyes,

fidgeting, doing other tasks are all nonverbal forms of boredom.

Keep in mind that active listening as a boss or a manager only benefits you.

It allows you to stay informed, up to date, even out of trouble, and

increases the impact when you do speak.

Because your employees know how you care.

Active listening gives you a negotiating edge and

continues to support valuable relationships.

What should you do while listening?

Focus on what the speaker is saying and make eye contact.

It helps to focus on just one eye or the bridge of someone's nose.

Hold your gaze for about eight seconds, then focus on the other eye.

Don't be afraid to practice this,

otherwise you'll look like you can't be trusted.

We have 15 muscles in our faces that make expressions, so use them.

Nod or lean forward sometimes.

The best tip, however, for

active listening is to ask clarifying questions when there is a natural pause.

I'll mention a few, but I would encourage you to find the readings in module five

for more examples and explanation.

Can you tell me more?

When did this happen?

Let me see if I understand what you just said.

I can see you are feeling upset right now.

Open ended questions are also very helpful.

Why? What would you like to see happen?

I like to see it this way.

How do you see it?

How would you feel if it were you?

Well, you have certainly proven your active listening abilities

in getting through this video.

Will you help me, this time, with the takeaways from this lesson?

What are the six steps to giving constructive feedback?

Yes, that's right.

State your purpose for the feedback.

Step 2, describe what you have observed.

Step 3, talk about how this affects others.

Step 4, give them a chance to react.

Step 5, offer suggestions.

Step 6, end with something positive.

What are the three best tips that you can give to be a better, active listener?

Focus on the speaker, make eye contact and facial expression.

And when the timing is right, ask clarifying questions.

Thanks for watching Business for Management and Leadership.

We hope to see you soon in our English for Finance and Economics or English for

Marketing and Sales.

Thanks for listening.

Explora nuestro catálogo

Inscríbete de manera gratuita y obtén recomendaciones personalizadas, actualizaciones y ofertas.

Coursera brinda acceso universal a la mejor educación del mundo, al asociarse con las mejores universidades y organizaciones, para ofrecer cursos en línea.

© 2019 Coursera Inc. Todos los derechos reservados.

Descargar en la App Store

Consíguelo en Google Play