1 chapter 6 “toward effective listening”. 2 why learn about listening? most used communication...

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Chapter 6Chapter 6

““Toward Effective Listening”Toward Effective Listening”

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Why Learn About Why Learn About Listening?Listening?

Most used communication skillMost used communication skill

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EffectivenessEffectiveness

Immediate = ½Immediate = ½ 8 hours later lose 1/3 to ½8 hours later lose 1/3 to ½

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MisconceptionsMisconceptions

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Listening and hearing Listening and hearing are the sameare the same Hearing doesn’t imply Hearing doesn’t imply

understandingunderstanding

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Listening is easy or Listening is easy or automaticautomatic It is complex and requires energy, It is complex and requires energy,

effort, and skilleffort, and skill

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Listening develops Listening develops naturallynaturally Consists of learned skills and Consists of learned skills and

behaviorsbehaviors

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Anyone can listen well Anyone can listen well if they really tryif they really try you may lack the skills or noises you may lack the skills or noises

can not be overcome can not be overcome

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The speaker is The speaker is responsible for the responsible for the message and success message and success of communicationof communication

Speaker and listener share Speaker and listener share responsibilityresponsibility

Listener may have to compensate Listener may have to compensate for speaker’s lack of skillfor speaker’s lack of skill

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If that’s what you If that’s what you heard, that’s what was heard, that’s what was saidsaid Listeners can’t assume they Listeners can’t assume they

heard correctly and should use heard correctly and should use perception checksperception checks

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Attitude and listening Attitude and listening are unrelatedare unrelated It’s an important factor in It’s an important factor in

listening and retaining listening and retaining informationinformation

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People remember most People remember most of what they hearof what they hear Listening and remembering are Listening and remembering are

related, but failure to remember related, but failure to remember may not be due to faulty listeningmay not be due to faulty listening

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Section 2 “Developing Section 2 “Developing Listening SkillsListening Skills

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Types of ListeningTypes of Listening

Active ListeningActive Listening TransactionalTransactional RewardsRewards

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Types of ListeningTypes of Listening

Passive listeningPassive listening No transactionNo transaction No rewardsNo rewards PlacePlace responsibility on speakerresponsibility on speaker Produces boredomProduces boredom

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Types of ListeningTypes of Listening

Impatient listeningImpatient listening Pay attention in short burstsPay attention in short bursts Give V & NV cues at inappropriate Give V & NV cues at inappropriate

timestimes Masks lack of concentrationMasks lack of concentration

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Types of ListeningTypes of Listening

Impatient Listening TypesImpatient Listening Types1.1. Anticipatory/anticipates what will be Anticipatory/anticipates what will be

said and plans responsesaid and plans response2.2. Defensive/goal is to argue or Defensive/goal is to argue or

disagreedisagree3.3. Distracted/pays attention to first, Distracted/pays attention to first,

assumes what will be said, starts assumes what will be said, starts thinking about something elsethinking about something else

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Goals for ListeningGoals for Listening

CriticalCritical

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Goals for ListeningGoals for Listening

CriticalCritical SkillsSkills1.1. Identify goalIdentify goal2.2. Gather infoGather info3.3. Focus on VFocus on V4.4. Organize infoOrganize info 5.5. Use perception checksUse perception checks6.6. Consciously store into memoryConsciously store into memory 7.7. Give feedbackGive feedback

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Goals for ListeningGoals for Listening

DeliberativeDeliberative

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Goals for ListeningGoals for Listening

DeliberativeDeliberative SkillsSkills1.1. Identify goalIdentify goal 2.2. Gather infoGather info 3.3. ListenListen to evaluateto evaluate4.4. Identify supporting info andIdentify supporting info and

emotional appealemotional appeal

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Goals for ListeningGoals for Listening

DeliberativeDeliberative SkillsSkills1.1. Observe V & NV cuesObserve V & NV cues 2.2. Analyze motivationAnalyze motivation 3.3. Reflect onReflect on responsesresponses4.4. Give feedback – delay if neededGive feedback – delay if needed5.5. Reserve judgment if unsureReserve judgment if unsure Make Make

decision when info is sufficientdecision when info is sufficient

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Goals for ListeningGoals for Listening

EmpathicEmpathic

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Goals for ListeningGoals for Listening

EmpathicEmpathic SkillsSkills1.1. Observe NVObserve NV 2.2. Monitor your understanding of speaker, Monitor your understanding of speaker,

message and situationmessage and situation3.3. Analyze own responseAnalyze own response4.4. Use perception checksUse perception checks5.5. ParaphraseParaphrase6.6. Ask questions to help speaker clarifyAsk questions to help speaker clarify

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Goals for ListeningGoals for Listening

AppreciativeAppreciative

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Goals for ListeningGoals for Listening

AppreciativeAppreciative Listen for funListen for fun Most often used in social Most often used in social

situationssituations Used to relaxUsed to relax Can provide personal growthCan provide personal growth

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Goals for ListeningGoals for Listening

AppreciativeAppreciative Skills Skills Expand knowledgeExpand knowledge1.1. Investigate stylesInvestigate styles2.2. Be familiar with backgroundBe familiar with background 3.3. Avoid distractionsAvoid distractions4.4. Avoid judgment until performance is Avoid judgment until performance is

completecomplete5.5. Give appropriate feedbackGive appropriate feedback

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What This Means to What This Means to YouYou

Listening isn’t easy or automatic. It Listening isn’t easy or automatic. It takes effort and hard work. You takes effort and hard work. You have to set goals, and choose your have to set goals, and choose your style. The rewards for listening style. The rewards for listening are great; the consequences of not are great; the consequences of not listening can be fatal.listening can be fatal.