Unit 3 Learning Outcomes

Upon successful completion of this unit, you will be able to:

  • analyze your own listening strengths and weaknesses;
  • differentiate between hearing and listening;
  • illustrate how good listening skills can improve customer relations;
  • contrast effective listening skills with ineffective ones;
  • identify and describe verbal and nonverbal characteristics of active listening; and
  • describe listening techniques required for conversing face-to-face, in a group, and on the telephone.

Last modified: Friday, May 5, 2017, 10:46 AM