ic chapter 6 listening
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WHERE ARE WE NOW?
INTRODUCTION PERCEPTION VERBAL COMMUNICATION
NONVERBAL COMMUNICATION
INTERPERSONAL COMMUNICATION
CHAPTER SIX LISTENING: UNDERSTANDING OTHERS
WHY IS THIS CHAPTER IN THE BOOK?
WHAT IS THE CONNECTION BETWEEN LISTENING AND INTERPERSONAL
COMMUNICATION?
COMMUNICATION IS A PROCESS (THE MODEL)
LISTENING IS A PROCESS
A PROCESS IS SUBJECT TO MALFUNCTION OR BARRIERS
HOW WE RESPOND TO LISTENING BARRIERS CAN DAMAGE THE COMMUNICATION IN A RELATIONSHIP
OR BUILD BRIDGES TO OTHERS
WHY ARE LISTENING AND IC CONNECTED?
PREVIEW: WHY STUDY LISTENING?
LISTENING DEFINED
ACCEPTANCE
ACTIVE LISTENING
TYPES OF QUESTIONS TO ASK POOR LISTENING STYLES BARRIERS TO LISTENING GUIDELINES FOR LISTENING
WHY STUDY LISTENING?
WE SPEND LARGE AMOUNT OF TIME LISTENING
45 PERCENT OF OUR COMMUNICATION LISTENING 30-33 PERCENT OF OUR COMMUNICATION
SPEAKING 15 PERCENT OF OUR COMMUNICATION READING 10 PERCENT OF OUR COMMUNICATION WRITING BUT WE REMEMBER ONLY A FRACTION OF WHAT WE
HEAR
WHY ARE LISTENING SKILLS IMPORTANT TO
COMMUNICATION?
YOUR PARTNER WILL HEAR ON AVERAGE 2 1/2-
5 MINUTES OF A 10 MINUTE CONVERSATION.
WHY IS EFFECTIVE LISTENING
IMPORTANT IN MEDICINE?-THE RELATIONSHIP
COMPONENT TO LISTENING
EFFECTIVE LISTENING IS
A SIGNIFICANT PREDICTOR FOR PATIENT
SATISFACTION. (WANZER, BOOTH-BUTTERFIELD & GRUBER,
2004)
WHAT GOOD LISTENING SKILLS WILL DO:
HELP YOU UNDERSTAND
ASSIGNMENTS
BUILD RAPPORT WITH COWORKERS, BOSSES, AND
CLIENTS/PATIENTS
FIND MEANING IN WHAT PEOPLE SAY
WORK WITH A TEAM
BUILD CONVERSATIONAL BRIDGES
THE HELPFUL ASPECTS OF LISTENING ARE NOT OFTEN STUDIED IN OTHER PLACES
LISTENING DEFINED
LISTENING
PROCESS OF RECEIVING, ATTENDING TO, AND
ASSIGNING MEANING TO AURAL STIMULI.
-FUJISHIN
LISTENING DEFINED
IN OTHER WORDS…THE PROCESS OF MAKING SENSE OUT OF THE SOUNDS WE HEAR.
LISTENING DEFINED
TWO WAYS TO APPROACH
DEFINITION:
LISTENING AS A PROCESS
LISTENING V. HEARING
LISTENING AS A PROCESS
LISTENING DEFINED
LISTENING AS A PROCESS:
RECEIVING
ATTENDING
INTERPRETING
EVALUATING
RESPONDING
LISTENING DEFINED
LISTENING AS A PROCESS: RECEIVING-PHYSICAL PROCESS OF RECEIVING AND PROCESSING AMONG COMPETING SOUNDS ATTENDING-FOCUSING ON A SELECTED SOUND OR SOUNDS INTERPRETING-ASSIGNING MEANING TO SELECTED SOUNDS
LISTENING DEFINED
LISTENING AS A PROCESS (CONT.): EVALUATING-DETERMINE VALUE OR WORTH OF A MESSAGE
RESPONDING-EXPRESS YOURSELF WITH OPINION, FEELING, QUESTION, JUDGMENT, SILENCE, ETC.
WHAT IS THE DIFFERENCE
BETWEEN LISTENING AND HEARING?
HEARING
PHYSIOLOGICAL PROCESS OF
DECODING SOUNDS.
-BEEBE, BEEBE, & REDMOND
HEARING
HEARING VS. LISTENING:
HEARING: PHYSIOLOGICAL PHYSICAL RELATIVELY SIMPLE PROCESS
LISTENING: PSYCHOLOGICAL MENTAL COMPLEX PROCESS
LISTENING DEFINED
A GOOD SUMMARY OF HEARING VS.
LISTENING:
“JUST HEARING SOUNDS VS.
LISTENING FOR THE MESSAGE"
ACCEPTANCE
DEFINITION OF ACCEPTANCE
“RECEIVING WHAT IS”
NOT JUDGING WHAT SPEAKER IS SAYING AS RIGHT OR WRONG, GOOD OR BAD, FROM YOUR POINT OF VIEW
THIS PERMITS ATMOSPHERE OF EFFECTIVE COMMUNICATION
NONVERBAL SIGNS OF ACCEPTANCE
POSTURE AND GESTURES ARE OPEN DIRECT EYE CONTACT POSITIVE FACIAL EXPRESSIONS NODDING
VERBAL SIGNS OF ACCEPTANCE
AVOID INTERRUPTIONS NONEVALUATIVE LISTENING WORDS OF ACCEPTANCE (“I SEE”) INVITATIONS TO SHARE
ACTIVE LISTENING
SKILLS
FOUR STEPS OF ACTIVE LISTENING
1. SPEAKER MAKES A STATEMENT2. LISTENER PARAPHRASES STATEMENT3. SPEAKER ACCEPTS PARAPHRASE4. IF REJECTED, SPEAKER CLARIFIES ORIGINAL
MESSAGE, IF ACCEPTED, LISTENER IS FREE TO EXPRESS THOUGHT/FEELING
DETERMINE LISTENING PURPOSE
• COMPREHENSION/ACCURACY LISTENING
• EMPATHETIC LISTENING
• CRITICAL LISTENING
ENHANCING SKILLS
COMPREHENSION/ACCURACY:
GOAL-TO ACCURATELY UNDERSTAND EXACTLY WHAT MESSAGES THE PARTNER IS
CONVEYING
STOP ATTENDING TO SELF TALK
LOOK AT NONVERBAL MESSAGES (car dealer)
USE QUESTIONS/STATEMENTS THAT REFLECT BACK CONTENT
ENHANCING SKILLS
EMPATHY:
SOCIALLY DECENTER-HOW WOULD YOU REACT, WHAT DO
YOU KNOW ABOUT THE OTHER PERSON, HOW WOULD
MOST PEOPLE REACT
REFLECT SPEAKER’S VERBAL AND NONVERBAL BEHAVIOR-
INVITATION TO SHARE
(CAR DEALER)
ENHANCING SKILLS
CRITICAL LISTENING:
"LISTENING TO EVALUATE AND ASSESS THE QUALITY, APPROPRIATENESS, VALUE,
OR IMPORTANCE OF INFORMATION."
ASSESS QUALITY OF
INFORMATION
AVOID JUMPING TO CONCLUSIONS
Classroom listening Skills: Choose to find the subject useful (calculus) Concentrate on message, not professor's appearance, etc. React slowly to things with which you disagree Identify the "big ideas" to which everything else in the lecture is related Adjust your notetaking system Stay attentive
ENHANCING SKILLS
Classroom listening skills:
Aggressively tackle difficult material
Don't get derailed by emotionally
charged "buzz" words
Get to know the professor personally
Use the thinking v. speaking speed
differential to your advantage
www.leadershiplane.com
ENHANCING SKILLS
HELPING CHILDREN LEARN TO LISTEN:
ASK THEM TO REPEAT YOUR
INSTRUCTIONS
TEACH THEM EYE CONTACT
READ OUT LOUD AND ENGAGE IN CONVERSATION ABOUT READING
AGE APPROPRIATE ACTIVITIES ON
LISTENING
ENHANCING SKILLS
TYPES OF QUESTIONS TO ENHANCE EFFECTIVE LISTENING
TYPES OF QUESTIONS FOR EFFECTIVE LISTENING
1. CLOSED QUESTIONS-INVITE ONE OR TWO WORD ANSWERS
2. OPEN QUESTIONS-ENCOURAGE EXPLANATION OF THE ANSWER
3. PROBING QUESTIONS-OPEN AND CLOSED QUESTIONS DIRECTLY RELATED TO PRECEDING STATEMENT IN CONVERSATION
4. LOADED QUESTIONS-BLAME, ACCUSE, AND JUDGE. MAY FORCE ADVICE ON LISTENER
POOR LISTENING STYLES
POOR STYLES OF LISTENING THAT MAY LEAD TO MISCOMMUNICATION
1. REFUSING TO LISTEN2. PRETENDING TO LISTEN 3. LISTENING SELECTIVELY-LISTENING ONLY TO WHAT
YOU ARE INTERESTED IN4. LISTENING TO EVALUATE-EVALUATING FROM OWN
POINT OF VIEW RATHER THAN ACTUAL MESSAGE5. LISTENING TO RESCUE-PREVENTS PERSON FROM
ACCEPTING CONSEQUENCES OF BEHAVIOR
LISTENING BARRIERS
LISTENING BARRIERS
CERTAIN CONDITIONS MAY IMPEDE OR
INTERFERE WITH OUR ABILITY TO EFFECTIVELY
LISTEN TO OUR COMMUNICATION
PARTNER. WHAT ARE THEY?
LISTENING BARRIERS
ABUNDANCE OF MESSAGES
EXTERNAL NOISE
RAPID THOUGHT
OUR JUDGMENTAL FRAME OF REFERENCE
SHORT ATTENTION SPAN
EFFORT
UNCHECKED EMOTION
CRITICIZING THE SPEAKER
LISTENER APPREHENSION
LISTENING BARRIERS
ABUNDANCE OF MESSAGES
PHONES, CONVERSATIONS, MEETINGS
LISTENING BARRIERS
EXTERNAL NOISE
TRAFFIC, DOGS, MACHINERY, MUSIC, AIR CONDITIONER, CONVERSATION
NEXT TO YOU
LISTENING BARRIERS
RAPID THOUGHT-DIFFERING SPEECH
AND THOUGHT RATES
UNDERSTAND 500 WORDS PER MINUTESPEAK 125 WORDS PER MINUTE
LISTENING BARRIERS
JUDGMENTAL FRAME OF REFERENCE
HOW DOES THIS AFFECT ME?
LISTENING BARRIERS
BEING SELF ABSORBED:
CONVERSATIONAL NARCISSISM-
FOCUS ON PERSONAL AGENDAS AND SELF
ABSORBTION RATHER THAN ON THE NEEDS AND IDEAS OF
OTHERS.
LISTENING BARRIERS
SHORT ATTENTION SPAN
AFFECTED BY ADVANCE OF COMMUNICATION TECHNOLOGY IN OUR
SOCIETY
LISTENING BARRIERS
EFFORT
• BE PRESENT• BE ATTENTIVE• BE RECEPTIVE• BE RESPONSIVE
LISTENING BARRIERS
UNCHECKED EMOTIONS:
AROUSAL OF WORDS
EMOTIONAL NOISE
LISTENING BARRIERS
CRITICIZING THE SPEAKER
LISTENING BARRIERS
AMBUSH LISTENER:
PERSON WHO IS OVERLY CRITICAL AND
JUDGMENTAL WHEN LISTENING TO OTHERS
(roof preacher)
LISTENING BARRIERS
LISTENER APPREHENSION-
FEAR OF MISUNDERSTANDING SPOKEN MESSAGES
OF OTHERS
LISTENING BARRIERS
ABUNDANCE OF MESSAGES
EXTERNAL NOISE
RAPID THOUGHT
OUR JUDGMENTAL FRAME OF REFERENCE
SHORT ATTENTION SPAN
EFFORT
UNCHECKED EMOTION
CRITICIZING THE SPEAKER
LISTENER APPREHENSION
GUIDELINES FOR LISTENING
GUIDELINES FOR LISTENING
AVOID PARROTING (VERBATIM) AVOID OVERUSE OF ACTIVE LISTENING
(ONLY USE IT WHEN YOU NEED TO CLARIFY) AVOID INAPPROPRIATE USE OF ACTIVE
LISTENING “WHAT TIME IS IT?” “ARE YOU ASKING ME
WHAT TIME IT IS?”
ALAN'S SUMMARY OF EFFECTIVE LISTENING PRINCIPLES
DETERMINE LISTENING PURPOSE
STOP, LOOK, LISTEN
LISTEN CRITICALLY
RESPOND EFFECTIVELY WITH QUESTIONS AND COMMENTS
EMPATHIZE AND CONFIRM
OTHERS
EFFECTIVE LISTENING SKILLS
SUMMARY: WHY STUDY LISTENING?
LISTENING DEFINED
ACCEPTANCE
ACTIVE LISTENING
TYPES OF QUESTIONS TO ASK POOR LISTENING STYLES BARRIERS TO LISTENING GUIDELINES FOR LISTENING
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