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Scene 1: Yeah, Yeah, Yeah

Objectives

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Note: In the context of getting instructions, we divide Focus into two parts: 1. Listening and 2. Following Through. This program focuses on Listening.

Students will:

  1. Understand why employers consider the basic skill of being focused-listening to be one of the top 11 attributes employees must have to keep their jobs and/or be promoted.
  2. Define, in their own words, focus and active listening.
  3. Explain why bosses consider active listening to be so important.
  4. Explain why employees with a, "Yeah, yeah, yeah," attitude are setting themselves up for job failure.
  5. Be able to model focused behavior and listening skills.

Content Overview

Even though actively listening to the Boss when he's giving instructions makes common sense, many employees don't do it well. Their attention wanders (along with their eyes), they make the assumption they already know what the Boss is going to tell them, and they don't listen for the details. Active Listening means getting involved, taking things seriously, asking questions, and making sure you "get" the instructions before you follow them. See Content Detail below.

Definition: Being focused

Concentrates attention on one activity; listens to instructions.

SCANS F5: Pays attention, listens, and follows through. Not easily distracted.

Definition: Being Focused: LISTENING

SCANS F5: Receives, attends to, interprets, and responds to verbal messages and other cues such as body language in ways that are appropriate to the purpose...

In other words, focusing full attention to hear and understand, in detail, the message (instructions) the Boss is sending.

Definition: Active Listening

Active involvement in the listening process including:

  1. Giving and showing attention
  2. Asking questions for clarification and priority
  3. Offering suggestions to improve task completion
  4. Summarizing for understanding and remembering

(See CONTENT DETAILS below)

Introduction

After defining active listening with the class, read:

Synopsis

For the Teacher

Designed to preview the highlights of the program and to emphasize content that will be taught in the lesson.

For the Student

Read the synopsis to students so they, too, can use it as an advance organizer.

In this "Wrong Way" segment, the scene opens with Erin gossiping with her co-worker Gina about a recent date. When the boss comes over to give instructions, he can hardly get a word in edgewise and is all but ignored. The boss finally gets Erin alone but can't get through to her because she interrupts constantly and thinks she already knows what he wants to say. The boss is patient and persists in his attempt but is thwarted by another reappearance of Gina, and Erin refuses to listen and focus. Finally, this exasperating comedy of communication faux pas concludes with a vague understanding of Erin's part of the task she is to accomplish. Students will recognize the absurdity of Erin and Gina's immature and irresponsible behavior.

In the "Right Way" episode, the actors show good examples of careful, focused listening.

▶️ Play DVD 1, view program, and then pause for discussion

Discussion

  1. What specific things did Erin do that showed she was not actively listening to the Boss' orders? (See CONTENT DETAILS below)
  2. What does Erin's "Yeah, yeah, yeah" response tell the Boss about her respect for the job?
  3. Why would the Boss find Erin disrespectful?

▶️ Resume DVD 1, view program, and then pause for discussion

Discussion

  1. What does Dominick DO that lets the Boss know he is fully listening to orders? (Eye contact, nodding, body still, see CONTENT DETAILS below)
  2. What does Dominick SAY that lets the Boss know he is fully listening to orders? (Confirms instructions, clarifies priorities, asks for help)
  3. What does Dominick's willingness to make suggestions tell the Boss about his character and attitude?

Content Detail

Actively Listening Instructions

  1. Give and show attention by:
    • Eye contact
    • Body language
    • Use of silence
    • Head nods

      • I see, hmm hmm..

  2. Ask questions for clarification & priority

      3. Questions for clarification of instructions:

    1. How? What could? Would?
    2. Is? are? do? did?
    3. Why? Why not?

      4. Questions for priority of instructions

    4. When do you want this done?
    5. Do you want me to stop or finish what I'm doing before beginning the new task?
  3. Offer suggestions on implementation to modify or improve task completion if appropriate
  4. Summarize instructions to ensure understanding and/or make it easier to remember

Please see reproducible Worksheet #19, "How Would You Handle This One?" in Appendix.