1. Listening Chapter Five

2. After completing this chapter, you will be able to define listening and effective listening explain the steps in the listening process explain why listening is important to the workplace describe types of listening read workplace cues through listening describe barriers to effective listening use strategies for effective listening

3. Hearing A biological process created when sound waves hit your eardrums.

4. Listening An active process that includes receiving, interpreting, evaluating, and responding to a message.

5. Effective Listening Occurs when the message sent by the speaker is the same message decoded by the listener.

6. The Listening Process 1. Receiving 2. Interpreting 3. Evaluating 4. Responding

7. Types of Responses Ignoring the speaker Sending an appropriate or relevant response

8. Why is listening important? It builds relationships. It adds to success. It creates a climate of support. It encourages honest expressions of concerns. It fosters creativity. It can lead to higher profits.

9. Types of Listening 1. Informational Listening 2. Critical Listening 3. Creative Listening 4. Empathic Listening

10. Taking Notes (Informational Listening) Choose an appropriate style: list map key words outline Pay attention to statements that begin: “Remember…” “The key point is…” “Watch for…”

11. Taking Notes (Informational Listening) Make the notes your own. Highlight. Underline. Change colors. Use symbols. Ask for more information. Clarify your understanding. Look for gaps in information.

12. Synergy Occurs when the individual ideas of two or more persons are combined or re-formed to create something new.

13. Piggybacking When someone else’s idea inspires you to think of a related idea of your own.

14. Active Listening The ability to really recognize another person's feelings and to reflect those feelings back to the speaker.

15. Why should we listen for workplace cues? You can learn what kind of talk and behavior is acceptable in the workplace, as well as what is not acceptable in the workplace.

16. Front Stage vs. Backstage Behavior “Hello, my name is Randolfo, and I will be your server tonight. How is everyone?” “I’m sorry. We are out of Salmon tonight but the whitefish is very nice.” “Hey, Jake, quit hoggin’ the ketchup and send it over here.” “*^%*, I had three tables mad at me because Lee screwed up ordering enough salmon steaks this week.”

17. Barriers to Effective Listening (Interference) External Distractions  TV, construction, talking Internal Distractions  worries, fatigue Desire to Talk  not listening because you are preparing to speak Personal Bias  jealousy, hatred, anger Pseudo-listening  pretending to listen

18. Strategies for Effective Listening Use thought speed.  Most people speak 120 – 150 wpm, yet listeners can process speech at a rate of 350-400 wpm. Pay attention to nonverbal cues.  Notice facial expressions and gestures. Use silence.  If you remain silent, the other person will fill up the gap with useful information. Use a paraphrase response.  Clarify the message that the speaker has sent. Be mindful.  Empty your mind of distractions.

19. Summary Listening is an active process that includes receiving, interpreting, evaluating, and responding. Effective listening occurs when the message sent by the speaker is the same message decoded by the listener. Effective listening is important because it creates a climate of support, encourages an honest expression of ideas and concerns, and fosters creativity. There are four main types of listening: informational, critical, creative, and empathetic. There are five common barriers to effective communication: external distractions, internal distractions, your desire to talk, personal bias, and pseudo-listening. The following strategies can be used to become a more effective listener: using thought speed, paying attention to nonverbal cues, using silence, using a paraphrase response, and being mindful.