Answer to Question 1
Listening to supervisors: To focus totally on the speaker, be sure you are not distracted by noisy surroundings or other tasks. Don't take phone calls, and don't try to complete another job while listening with one ear. Show your interest by leaning forward and striving for good eye contact. Take notes. Don't rely on your memory. Don't interrupt. When the speaker finishes, paraphrase the instructions in your own words. Ask pertinent questions in a nonthreatening manner. Avoid criticizing or arguing when you are listening to a supervisor.
Listening to colleagues: When listening critically, try to decide whether the speaker's message is fact, fiction, or opinion. Listen to decide whether an argument is based on logic or emotion. Remain objective, particularly when you disagree with what you are hearing. Control your tendency to prejudge. Let the speaker complete the message before you evaluate it. When listening discriminatively, try to discern, understand, and remember. Identify main ideas, understand a logical argument, and recognize the purpose of the message.
Listening to customers: Defer judgment; listen for the customer's feelings and assess the situation. Pay the most attention to content, not to appearances, form, or other surface issues. Listen completely, trying to really understand every nuance. Listen primarily for the main idea, and avoid replying to everything, especially sidetracking issues. Do one thing at a time, realizing that listening is a full-time job. Control your anger and refuse to fight fire with fire. Remain silent for a few seconds after speakers finish to let them complete their thoughts. Give affirming statements and invite additional comments.
Answer to Question 2
C
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