Chapter 4Chapter 4

ListeningListening

Succeeding as a receiver

Listening is the "receiving" Listening is the "receiving" part of communication.part of communication.

A skill that requires conscious hearing We don't do it well

25% of what we hear is remembered

What is the cost of poor What is the cost of poor listening?listening?

If each American prevented just one $10 mistake it would save…

Rate Gap Between Rate Gap Between Speaking and ListeningSpeaking and Listening

Listening spare time We speak 120 to 180 words per minute But we hear and process must faster

How we hear and processHow we hear and process

Hear 50 words Tune In and Think Hear Next 60

Words Tune Out and

Mind Wanders Hear Next 70

Words Tune Back In and

Think

What are the 4 Ways to What are the 4 Ways to Listen?Listen?

Appreciative ListeningMost basic -- music, nature, etc.

DiscriminativeSingle out sounds from a noisy environment

Empathetic ListeningActing as a sounding board -- hear to offer

solutions

Critical ListeningEvaluate if what you hear has value

Why is listening difficult?Why is listening difficult?

1. PROBLEM - Tune out dull topics - MEGO (my eyes glaze over)

2. PROBLEM - Fake attention

3. PROBLEM - Yield to distractions

4. PROBLEM - Criticize delivery or physical appearance

Why is listening difficult?Why is listening difficult?

5. PROBLEM - Jump to conclusions

6. PROBLEM - Overreact to emotional words

7. PROBLEM - Interrupt - quit listening when we speak

Filters to ListeningFilters to Listening

These will distort listening

Age

Experience

Religion

BiasesEmotionsFamily

Morals

PhysicalCondition

Attitude

Listening in SpeechesListening in Speeches

xplore–think ahead nalyze message eview–think about what has been said earch–look for hidden messages

Listening in ConversationsListening in Conversations

Show you are listening Eloquent Grunts Door Openers - "Go on", "Really?", "Oh?"

Listening in the Listening in the WorkplaceWorkplace

Being Introduced and Being Introduced and Introducing OthersIntroducing Others

How to remember names: Repeat the name 2 or

3 times in your first conversation.

Relate the person's name to something familiar.

Develop a determination to remember.

Professional ProcedureProfessional Procedure

Seniority counts

Introduce

older

to

youngerThen Turn the Tables

younger older

Introduction StepsIntroduction Steps

Make eye contact Extend your hand Make a brief

comment that includes the name

"A pleasure to meet you, Mr. Smith"

Accepting CriticismAccepting Criticism

Don't tune out criticism Be coachable Overcome obstacles to

criticism Put yourself in their

shoes. Know that employers,

teachers, coaches want to correct, not criticize.

Ask for ExplanationsAsk for Explanations

Get additional information Would you say that again?", "Excuse me, could you be more specific?” Paraphrase for understanding

Be sure you are actively participating

Communication is a two-way street

Put it Down on PaperPut it Down on Paper

Memory alone can't guarantee understanding key points

How to take notes Be prepared Get it down Don't write everything

Recalling the FactsRecalling the Facts

How does listening differ from hearing? What is the cost to America of poor listening? What happens because we speak at a different

rate than we listen? How do we combat this? What are the four types of listening? What are the 7 deadly habits of poor listening? What in a speech can help listening? What can listeners do to help the speaker? What can you do to aid memory?

Looking Back on Page 108

VocabularyVocabulary

passive listening active listening appreciative listening discriminative listening empathetic listening critical listening filter testimonial

false comparison jump on the bandwagon stack the deck name calling door opener paraphrase summarize

Speech terms on Page 85