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Active Listening

Active listening is the difference between hearing and really listening. As a good active listener, you will have better conversations everywhere you go. When you actively listen, you show people you care and make sure you understand all the details.

Course Description

Active listening is the difference between hearing and really listening. As a good active listener, you will have better conversations everywhere you go. When you actively listen, you show people you care and make sure you understand all the details.

Course Staff

Course Staff Image #1

Dr. Mary Jo Bitner

Professor and Edward M. Carson Chair
Co-Executive Director, Center for Services Leadership
W. P. Carey School of Business
Arizona State University

Course Staff Image #2

Dr. Douglas Olsen

Associate Professor of Marketing
Center for Services Leadership
W.P. Carey School of Business
Arizona State University

References

Goulston, Mark (2010). Just Listen: Discover the Secret to Getting Through to Absolutely Anyone. American Management Association: New York.

Hoppe, Michael (2006). Active Listening: Improve Your Ability to Listen and Lead: Improve Your Ability to Listen and Lead. Center for Creative Leadership: Greensboro, NC.

Laxmisan, Archana, Frogh Hakimzada, Osman R. Sayan, Robert A. Green, Jiajie Zhang and Vilma L. Patel (2007), “The Multitasking Clinician: Decision Making and Cognitive Demand Durnad and After Team Handoffs in Emergency Care,” International Journal of Medical Informatics, 76, 801-811.

Rosen, Christine (2008), “The Myth of Multitasking,” The New Atlantis, Spring, 105-110.

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    Customer Service Basics
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