It is MORE than hearing
the process of receiving, and responding to verbal or non-verbal messages to hear something with thoughtful attention
Hearing- physical process; natural; passive Listening- physical & mental process; active; learned process; a skill Listening is hard! You must choose to participate in the process of listening.
Allows you to make sure you hear the words and understand the meaning behind the words Goal: go beyond listening to understanding
Believing the responsibility for successful communication lies with the speaker. Tolerate distractions and pay more attention to how they talk instead of what they have to say.
Goal is to listen for enjoyment or entertainment Does not involve analyzing or evaluating information Sample scenarios include attending a rock concert, listening to music at home, or going to a Broadway show
Goal is to understand what the speaker is saying and feeling Involves making an effort to look at the world through someone else’s view Sample scenarios include listening to an irate client, helping a friend with an emotional situation, or listening to someone who received bad news
Goal is to consider ideas heard from a speaker to decide if they make sense Helps with making decisions based on logic and evidence, rather than on emotion Sample scenarios include listening to a political debate, a talk radio program, or a restaurant critique
We listen at wpm, think at wpm 75% of the time we are distracted, preoccupied or forgetful 20% of the time, we remember what we hear More than 35% of businesses think listening is a top skill for success Less than 2% of people have had formal education with listening
Mode of Communication Formal Years of Training Percentage of Time Used Writing12 years9% Reading6-8 years16 % Speaking1-2 years30% Listening0-few hours45%
Listening is the most powerful form of acknowledgment …a way of saying, “You are important.”
Equate With Hearing Uninteresting Topics Speaker’s Delivery External Distractions Mentally Preparing Response Listening for Facts Personal Concerns Personal Bias Language/Culture Differences Faking Attention
Criticizing the subject or the speaker Listening only for facts Not taking notes OR outlining everything Tolerating or creating distraction Letting emotional words block message
E – Explore A – Analyze R – Review S - Search
Provide encouragement Ask for explanations Paraphrase the message Summarize the message Putting it down on paper