listening.ppt bradshaw -english speaking course lucknow (cdi) –
TRANSCRIPT
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LISTENING
Tools, Attitude, Skills, Knowledge
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Characteristics of Groups
Rules and Norms
Roles
Patterns of Interaction
Decision-Making Methods
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True or False?
It is possible to listen without hearing.
It is possible to hear without listening.
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True or False?
In the parable about Rosemary, the character
Lee used emotive language when he said
that Rosemary would have to spend the night
with him.
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Big Ideas Chapter 4
Listening requires effort
Faulty listening styles
Reasons for poor listening
Listening skills and listening strategies
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Communication Climates inInterpersonal RelationshipsCommunication Climates inInterpersonal Relationships
The emotional tone of a relationship.
A communication climate isdetermined by the degree to whichpeople see themselves as valued.
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Conflict & Mediation
The role of
dialogue and
conflict styles
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10 reasons for poor listening
Effort its hard to stay focused
Message overload too much at once
Rapid thought 600 wpm vs 140 wpm
Psychological noise personal concerns Physical noise distractions (fatigue)
Hearing problems frustration
Faulty Assumptions - heard it all before
Talking has more advantages = > who interruptsmore?
Cultural Differences
Media influences MTV, sound bytes, radio, TV
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LISTENING
What do good listeners look like?
Verbally
Nonverbally
Listening is not a natural process. Listening requires effort (active not passive)
All listeners do not receive the samemessage.
We hear uniquely different messages
Physiological factors, social roles, culturalbackground, personal interests, and needs.
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Listening Stages
Attending paying attention. Mindfulness.
Understanding/Interpreting
Assigning meaning to messages
PRINCIPLE: The greater the similarity
between individuals, the greater the likelihood
for more accurate understanding.
PRI
NCI
PLE:
People understand best if theycan relate what they are hearing to something
they already know.
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Listening Stages continued
PRINCIPLE: You understand best that whichyou also experience.
Responding: Giving observable feedback to
speaker Clarifying a message
Care about what the speaker says
Confirming understanding of a message
Nonverbal responses Feedback verbal responses
Remembering
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FAULTY LISTENING
Yes you can go to the
concert, but I want you
to call me when you get
there, and I want you to
take out the trash
before you go, and you
need to be home before
11:00 p.m.
I dont think youunderstand what Im
saying.
I heard you.
I heard you say that you
want me home by 11:00
p.m. I heard what you said.
Here we go again with
the trash!
Uh huh.
I heard exactly what
you said.
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Four Personal Listening Styles
CONTENT ORIENTED: Focus on issues and
arguments
PEOPLE ORIENTED: Focus on feelings and
emotions
ACTION ORIENTED:Impatient and often
finish speakers thoughts tend to second
guess TIME ORIENTED: Prefer bulleted talking
points quickly and briefly.
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THE PARABLE
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The Players
ROSEMARY
HERNANDO
SVEN
LEE
SEICCHI
21 year old woman
Fianc
Boat Owner
Acquaintance Someone who listens to
Rosemarys story
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ROSEMARY, is a young woman about 21 years old. For a long time she
has been engaged to a young man named HERNANDO and she is coming
from a great distance to meet him for their scheduled wedding. The
problem she faces is that between her and her betrothed there lies a river.
No ordinary river, mind you, but a deep wide river infested with huge
crocodiles.
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TEAM ASSIGNMENT
Discuss the characters whose behavior you
MOST APPROVE and LEAST APPROVE.
Use active listening skills to reframe what
your team mates said.
Ask questions to clarify.
Come up with a group consensus of the rank
order choices.
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LISTENING STRATEGIES
Informational
Critically
Emphatic
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INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
Dont argue or judge prematurely
Separate the message from thespeaker
Be opportunistic
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INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
Look for key ideasAsk questionsSincere questions
Counterfeit questions
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INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
Counterfeit questionsmake statements
carry hidden agendas
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INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
Counterfeit questionsseek correct answers
based on unchecked assumptions
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INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
Paraphrase
Take notesDont wait too long before beginning to jot
down ideas
Record only key ideas
Develop a note-taking format
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CRITICAL LISTENINGCRITICAL LISTENING
Listen for information beforeevaluating
Evaluate the speakers credibilityIs the speaker competent?
Is the speaker impartial?
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CRITICAL LISTENINGCRITICAL LISTENING
Examine speakers evidence
Examine emotional appealsIs the evidence recent enough?
Is enough evidence presented?
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CRITICAL LISTENINGCRITICAL LISTENING
Examine emotional appeals
Is the evidence from a reliablesource?
Can the evidence be interpreted inmore than one way?
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EMPATHIC LISTENINGEMPATHIC LISTENING
Advising
Be confident that the advice is correctAsk yourself whether the person
seeking your advice seems willing toaccept it
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EMPATHIC LISTENINGEMPATHIC LISTENING
Advising
Be certain that the receiver wontblame you if the advice doesnt workout
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EMPATHIC LISTENINGEMPATHIC LISTENING
Judging
The person with the problem should haverequested an evaluation from you
Your judgment is genuinely constructiveand not designed to be a put-down
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EMPATHIC LISTENINGEMPATHIC LISTENING
Analyzing
Offer your interpretation in a tentative wayrather than as absolute fact
Your analysis ought to have a reasonablechance of being correct
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EMPATHIC LISTENINGEMPATHIC LISTENING
Analyzing
You ought to be sure that the other personwill be receptive to your analysis
Be sure that your motive for offering ananalysis is truly to help the other person
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EMPATHIC LISTENINGEMPATHIC LISTENING
Questioning
Dont ask questions just to satisfy your owncuriosity
Be sure your questions wont confuse ordistract the person youre trying to help
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EMPATHIC LISTENINGEMPATHIC LISTENING
QuestioningDont use questions to disguise your
suggestions or criticisms
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EMPATHIC LISTENINGEMPATHIC LISTENING
SupportingMake sure your expression of support
is sincere
Be sure the other person can accept
your support
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EMPATHIC LISTENINGEMPATHIC LISTENING
Prompting involves using silences and brief statements
of encouragement to draw others out, andin so doing, helping them solve their ownproblems
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EMPATHIC LISTENINGEMPATHIC LISTENING
Paraphrasing
Is the problem complex enough?Do you have the necessary time and
concern?
Are you genuinely interested in helping theother person?
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EMPATHIC LISTENINGEMPATHIC LISTENING
Paraphrasing
Can you withhold judgment?Is your paraphrasing in proportion to
other responses?
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EMPATHIC LISTENINGEMPATHIC LISTENING
When and How to Help
Think about the situation
Think about the other person
Think about yourself
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about
seeking first to
understand
Its really