Chapter 4: Are you Listening?

1. Chapter 4:Are you Listening? http://www.youtube.com/watch?v=1d5T6D4ZwHw

2. What is listening?

3. Hearing vs Listening • Hearing – • Process in which sound waves strike the eardrum and cause vibrations that are then transmitted to the brain • Listening- • Process which occurs when the brain reconstructs these impulses and gives them meaning

4. What do we need to know about listening?

5. Listening is an Active Process • Listening occupies more of our communication time than speaking, writing, or reading • not a natural process • Is a learned skill • Requires effort

6. Four Parts of the Listening Process • Attending • Understanding • Responding = verbally or nonverbally • Remembering • Serial Communication TAXI!!

7. Residual Messages • We only remember 50% of the information we listen to immediately after we hear it. • We only remember 35% after 8 hours. • We only remember 25% of this information after 2 ½ months.

8. What causes poor listening?

9. General Listening Errors • Hearing Problem • Lack of effort • Message overload • Rapid Thought – mental spare time • Noise (physical, psychological, physiological) • Cultural Influences – • Things such as media have programmed us to listen in brief soundbites

10. Faulty Listening Behaviors • Pseudolisteners- • Make appropriate gestures but not really listening • Selective listeners • Only hear what they are interested in • Defensive listeners • Take innocent comments as personal attacks

11. Faulty Listening Behaviors • Insensitive listeners • Don’t look beyond the words • Stage Hogs • Turn the conversation back to themselves

12. How can we listen more effectively? Listen mentally Listen physically Know your goal

13. Listen Mentally • Concentrate on the meaning of what is being said rather than the precise words or mechanics (accent, grammar, etc.) • Work with the speech-thought differential • 120-150 wpm is the average speech rate • 500-600 wpm is the average thinking rate • Use the time to summarize and paraphrase

14. Listen Physically • Face the person • Adopt an open posture • Maintain comfortable eye contact • Lean slightly towards person • Listen to only one person at a time

15. Know Your Goal • Informational • Understanding and retaining information • Critical • Analyzing and evaluating content • Supportive • Helping others

16. Informational Listening • Paraphrase- • Put ideas in your own words • Look for key ideas • Take notes • Be opportunistic • FIND SOMETHING to learn

17. Critical Listening • Listen BEFORE evaluating • Evaluate the speaker’s • Credibility (Ethos) • Evidence and Reasoning (logos) • Emotional Appeals (pathos)

18. Supportive Listening • Also known as Active Listening • Feedback is the most important aspect.

19. Types of Feedback • Non-evaluative • Questioning/ probing (ask for more questions) • Supporting = show the person you care • Prompting = use silence or brief statements to draw the person out • Paraphrasing • Put message into your own words • Repeat the message making statement more general of specific

20. Evaluative – advising/judging • Positive = Is it accurate and appropriate? • Negative= Is it constructive, wanted? What are your motives? • Formative = Is it the best time to give negative feedback?