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Chapter 4
Understanding Human Communication, Ninth Edition
Adler/Rodman Copyright © 2006 by Oxford University Press, Inc.

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WE SPEND MORE TIME LISTENING TO OTHERS THAN ANY OTHER TYPE OF COMMUNICATION
PERSONNEL MANAGERS: LISTENING IS THE MOST CRITICAL SKILL FOR WORKING EFFECTIVELY IN TEAMS
EFFECTIVE LISTENING IS ESSENTIAL IN EFFECTIVE INTERPERSONAL
RELATIONSHIPS
Understanding Human Communication, Ninth Edition
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Most people need to think about listening in a new way.
There’s a difference between hearing and listening.
Listening isn’t a natural ability, and it takes effort and practice to do well.
It’s probable that people will hear the same message in different ways.
Understanding Human Communication, Ninth Edition
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What is hearing?
HEARNG: Sound waves strike the eardrum and cause vibrations that are transmitted to the brain.
What is listening?
LISTENING: When the brain takes those electrochemical impulses --- reconstructs them into a representation of the original sound --- and gives them meaning.
Understanding Human Communication, Ninth Edition
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Stages of Listening
ATTENDING: Paying attention to the signal
UNDERSTANDING: Making sense of the message
RESPONDING: Feedback, demonstrate understanding, etc
Remembering
People only remember 50% of what they hear immediately after hearing it.
Within two months, 50% of that is forgotten.
Understanding Human Communication, Ninth Edition
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Two approaches can help you become a better listener:
Minimize faulty listening behaviors
Understand some of the reasons you listen poorly
Examples?
Solutions you have found?
Understanding Human Communication, Ninth Edition
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Most people use one of four personal listening styles
Content-oriented: Quality of the message
People-oriented: Concerned about relationships.
Less judgmental
Understanding Human Communication, Ninth Edition
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Action-oriented: Concerned about task at hand. Get the heart of the matter quickly.
Time-oriented: Concerned about efficiency Good for tight deadlines.
Understanding Human Communication, Ninth Edition
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Best techniques to use:
Relationships: People approach
Clarity: Action-oriented approach
Analysis: Content-oriented approach
Clock: Time orientation
Understanding Human Communication, Ninth Edition
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There are three ways to listen and respond:
For information
To critically evaluate a speaker’s ideas
To help others with their problems
Understanding Human Communication, Ninth Edition
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INFORMATIONAL Listening
Taking time to understand.
Try to understand before judging.
Separate the message from the speaker
Be opportunistic. Look for value.
Look for key ideas.
Ask questions
Paraphrase
Understanding Human Communication, Ninth Edition
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CRITICAL listening
Listen before evaluating
Listen to the evidence and reasoning
Listen to the source of the evidence
Is there enough evidence?
Can the evidence be interpreted in more than one way?
Understanding Human Communication, Ninth Edition
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EMPATHETIC listening
The goal is to build a relationship or help the person solve a problem.
Advising: Careful…might allow others to avoid responsibility.
Judging: Are you truly in a position to pass judgment?
Understanding Human Communication, Ninth Edition
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EMPATHETIC listening
Analyzing: May be more effective. Help people consider alternative meanings.
Questioning: Can help them think about their problems more clearly.
Don’t use questions to hide suggestions or criticism.
Understanding Human Communication, Ninth Edition
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EMPATHETIC listening
Supporting:
Make sure it's sincere
Prompting:
Silence or brief statements of encouragement that can draw people out
Paraphrasing: Helps the person sort out the problem.
Understanding Human Communication, Ninth Edition
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All listeners do not hear the same message
Physiological factors
Social roles
Cultural background
Personal interests
Example…
Understanding Human Communication, Ninth Edition
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Faulty Listening Behaviors
Examples?
Pseudo Listening.
Imitation of the real thing
Selective Listening.
Responding only to what interests them.
Defensive Listening.
Take innocent comments as personal attacks.
Understanding Human Communication, Ninth Edition
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Ambushing.
Listen carefully but only because they are collecting info to attack what you have to say.
Insulated Listening.
Topic they don’t want to deal with they fail to hear it or don’t acknowledge it.
Insensitive Listening.
Aren’t able to look beyond the words and behavior to understand their hidden meanings
Understanding Human Communication, Ninth Edition
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Reasons for poor listening
EFFORT: Listening takes hard work
MESSAGE OVERLOAD: Decide which messages are worth your attention and take the time to understand them.
RAPID THOUGHT: Background conversations. Quiet them.
Understanding Human Communication, Ninth Edition
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Reasons for poor listening
PSYCHOLOGICAL NOISE: Too wrapped up in personal concerns
PHYSICAL NOISE: True distractions including traffic, music, talking by others, fatigue.
HEARING PROBLEMS.
FAULTY ASSUMPTIONS: Giving someone the mental brush-off…devaluing their thoughts
Understanding Human Communication, Ninth Edition
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Reasons for poor listening
Believe talking has more apparent advantages
Gender difference:
Men interrupt to control discussion
Women interrupt to communicate agreement or elaborate on a speaker’s idea
Understanding Human Communication, Ninth Edition
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Reasons for poor listening
CULTURAL DIFFERENCES:
Young German engage
Young Japanese listen
Young Israeli’s less vocal, more apt to analyze
Understanding Human Communication, Ninth Edition
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