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Chapter. 4. Listening. Chapter Summary The Importance of Listening Barriers to Effective Listening Listening Style Preferences Approaches to Listening Reasons for Listening. The Importance of Listening. Why is Listening Important?.

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  1. Chapter 4 Listening • Chapter Summary • The Importance of Listening • Barriers to Effective Listening • Listening Style Preferences • Approaches to Listening • Reasons for Listening

  2. The Importance of Listening Why is Listening Important? “Listening is the most frequent––and, arguably, the most important––type of on-the-job communication.” Survey of Communication in Business Settings: • Listening: 32.7% • Speaking: 25.8% • Writing: 22.6% • Reading: 18.8%

  3. Listening involves 5 steps • Hearing • Attending • Understanding • Remembering • Responding

  4. Barriers to Effective Listening Physiological Barriers • Hearing Problems • Rapid Thought

  5. Barriers to Effective Listening Environmental Barriers • Physical Distractions • Problems in the Communication Channel • Message Overload

  6. Barriers to Effective Listening Attitudinal Barriers • Preoccupation • Egocentrism • Fear of Appearing Ignorant

  7. Barriers to Effective Listening Faulty Assumptions • Assuming That Effective Communication is the Sender’s Responsibility • Assuming That Listening is Passive • Assuming That Talking Has More Advantages than Listening

  8. Barriers to Effective Listening Sociocultural Differences • Cultural Differences • Gender Differences

  9. Barriers to Effective Listening Lack of Training • Most people do not listen well • There is a need for organized programs to train people how to become better listeners.

  10. Listening Style Preferences Different Styles of Listening • People-Oriented • Action-Oriented • Content-Oriented • Time-Oriented

  11. Approaches to Listening Passive Listening • Involves a Mixture of Silence and Prompts That Invite The Speaker to Keep Going • Best Approach When the Spotlight is on The Speaker

  12. Approaches to Listening Questioning • Questions That Make Statements or Offer Advice • Questions That Trap or Attack the Speaker • Questions That Carry Hidden Agendas • Questions That Seek “Correct” Answers

  13. Ineffective Listening • Pseudo-Listening • Stage-Hogging • Selective Listening • Insulated Listening • Defensive Listening • Ambushing • Insensitive Listening

  14. Approaches to Listening Paraphrasing • Paraphrasing Content • Paraphrasing Intent • Paraphrasing Feeling

  15. Reasons for Listening Listening for Information • Stop Talking • Withhold Judgment • Be Opportunistic • Look for the Main and Supporting Points • Take Notes • Repeat What You Heard

  16. Reasons for Listening Evaluative Listening • Seek Information Before Evaluating • Consider the Speaker’s Motives • Examine the Speaker’s Supporting Data • Consider the Speaker’s Credentials • Examine Emotional Appeals

  17. Reasons for Listening Listening to Help • Use Variety of Response Styles, As Appropriate • Avoid Being Judgmental • Take Time

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