1. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Essentials of Human Communication, 7 th Edition Joseph A. DeVito Hunter College of the City University of New York

2. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Chapter Three: Listening in Human Communication This multimedia product and its contents are protected under copyright law. The following are prohibited by law: - any public performance or display, including transmission of any image over a network; - preparation of any derivative work, including the extraction, in whole or in part, of any images; - any rental, lease, or lending of the program.

3. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Chapter Three Goals Listen more effectively in all five techniques of listening Learn to adjust listening techniques Communicate an awareness of cultural and gender differences

4. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. The Importance of Listening: Professional and Relationship Benefits

5. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Stages of Listening Receiving Understanding Remembering Evaluating Responding

6. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Step One: Receiving, Hearing, Attending Focus on verbal and nonverbal messages of speaker Avoid distractions Do not interrupt the speaker Clarify mixed messages

7. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Step Two: Understanding Relate new information to what you already know Attempt to see things from the speaker’s point of view Rephrase to clarify a speaker’s ideas

8. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Step Three: Remembering Identify central ideas and support Summarize message including key details Repeat names and key concepts

9. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Step Four: Evaluating Resist evaluating until you fully understand speaker’s view Give the speaker the benefit of any doubts Distinguish facts from inference

10. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Step Five: Responding Express support by giving verbal and nonverbal cues make an expression of support for speaker by owning what you say with “I” messages

11. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved.

12. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Distractions: physical and mental Biases and prejudices Lack of appropriate focus Premature judgment Listening Barriers

13. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Styles of Effective Listening Empathic listening is defined as trying to understand what a person means and feels Objective Listening is defined as detaching oneself as much as possible in order to best understand the speaker

14. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Steps to Empathic Listening Strive to understand the speaker’s viewpoint Engage in two way conversation Seek out the speaker’s thoughts and feelings Avoid “offensive listening”—hearing only bits and pieces Strive to listen objectively to friend and foe alike

15. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Guidelines for Nonjudgmental and Critical Listening Always keep an open mind Avoid quick judgments and premature evaluations Strive to not filter out difficult materials or simplify complex messages Recognize your own tendency to interpret through personal biases Avert sharpening—the tendency to increase importance of some parts of messages

16. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Guidelines for Depth Listening Focus on verbal and nonverbal messages Listen for both content and relational messages Take special note of statements that refer back to the speaker Balance your listening between surface and underlying messages

17. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Active Listening Techniques Paraphrase the speaker’s meaning Ask questions Express understanding of the speaker’s feelings

18. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Listening Differences: Culture and Gender Language and accents may be different The meaning of nonverbal displays vary among cultures Tone and content of feedback varies according to person/situations Different norms of verbals and nonverbals Different feedback styles exist

19. Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved. Listening and Gender: A difference of socialization Men Lecture Seek facts Desire respect Interrupt more often Change topics more often Women Talk, not lecture Build relationships Want to be liked More patient More sensitive to emotions