Listening Listening Retention spend 60% of the day listing and remember only 25%! dynamic, multifaceted system Components of Listening Physiological Cognitive Affective Behavioral Cognitive Component decoding Retention/memory Comprehension/understan ding Affective Component degree to which people enjoy or dislike listening Listening anxiety Willingness to listen Behavioral Component behavioral processes associated with listening Verbal cues Nonverbal cues Behaviors EFFECT Listening Outcomes Listener responses alter interaction Generic Specific Different listening styles lead to different outcomes Listening Styles dictated in part by our listening levers adjustable Active Passive Reductive Expansive Critical Empathetic Listening Types Comprehensive Empathetic Active Passive Reductive Expansive Critical Empathetic Active Passive Reductive Expansive Critical Empathetic Types, cont. Critical Appreciative Active Passive Reductive Expansive Critical Empathetic Active Passive Reductive Expansive Critical Empathetic Listening Well Make a choice about why TYPE of listening you will use Adjust your levers accordingly Receive Appreciate Summarize Ask questions later