1. Chapter 6 Effective Listening

2. Distinguishing the Difference: Hearing and Listening Hearing is the physical process of receiving audio stimuli, but not necessarily interpreting the stimuli Listening is a dynamic and transactional process of: receiving, recalling, rating and responding to stimuli 2 Chapter 6

3. Listening Receiving - acknowledging the reception of both verbal and nonverbal stimuli Responding – providing feedback to another communicator during an interpersonal exchange 3 Chapter 6

4. 4 Listening Recalling – understanding, storing and remembering messages – Rating – Opinion

5. The Importance of Listening New technologies have changed whom we listen to, what we listen for, when we listen, and how to listen Employers list Listening as the number 1 skill in employees 5 Chapter 6

6. Barriers: Why We Don’t Listen Noise – anything that interferes with the transmission of a message – Physical – Semantic – Psychological 6 Chapter 6

7. Barriers: Why We Don’t Listen Preoccupation – Conversational narcissism – when a communicator is extremely self- focused to the exclusion of the other person Selective listening – attending to some messages and ignoring others 7 Chapter 6

8. Poor Listening Habits Talkaholism – compulsive talkers that dominate the conversation and monopolize encounters Pseudolistening – pretending to listen 8 Chapter 6

9. Poor Listening Habits Gap filling – people who assume they know what the person is going to say next and don’t need the speaker to continue 9 Chapter 6

10. Poor Listening Habits Defensive listening – when people take offense at innocent comments and interpret them as negative or hostile criticism Ambushing – listening with an intent to use the information against the individual 10 Chapter 6

11. Styles of Listening People-centered – listening with a concern for others’ emotions and feelings Action-centered - listening with a preference or emphasis on organized, accurate and concise messages 11 Chapter 6

12. Styles of Listening Content-centered – listening with a focus on the facts and details of the message Time-centered – listening with a focus on conveying a message in the shortest amount of time possible 12 Chapter 6

13. Culture and The Listening Process Individualistic cultures value direct communication, or speaking one’s mind Collectivist cultures value harmony, and believe in conversational politeness 13 Chapter 6

14. Choices for Effective Listening Evaluate your current skills Prepare to listen Provide empathic responses Use nonjudgmental feedback 14 Chapter 6

15. Choices for Effective Listening Practice active listening – where the listener communicates reinforcing messages to the speaker 15 Chapter 6