Chapter Three: Listening Lecture by: Chris Ross

The Importance of Listening Most studies show listening to be the most important communication skill in everyone’s career Employment interviews go better for those who listen more carefully Ideal management skill: listening

Assumptions about Listening Faulty Assumption 1: Effective Communication is the Sender’s Responsibility. The burden of effective communication is both the sender and receiver. Faulty Assumption 2: Listening is Passive. Listening can be exhausting, ask a therapist! Faulty Assumption 3: Talking has More Advantages. You might say too much or you may get off task.

Assumptions about Listening Faulty Assumption 4: Listening is a Natural Ability Remember listening and hearing are not the same thing.

Barriers to Effective Listening Environmental barriers Physiological barriers Psychological barriers Preoccupation Message overload Egocentrism Ethnocentrism Fear of appearing ignorant

Listening Styles Relational Listening => those who are most concerned with emotionally connecting with others. Analytical Listening => those who are interested/concerned about attending to the full message before coming to judgment. Task-Oriented Listening => inclined/most interested in getting the job done. Get to the point! Critical Listening => desire to evaluate messages.

What’s Your Listening Style? Complete the self-assessment on page 67

Listening More Effectively Mindless Listening => occurs when we react to others’ messages automatically and routinely, without much investment. Mindful Listening => giving careful and thoughtful attention and responses to messages we are given.

Listening More Effectively Listening to Understand Withhold judgment Talk and interrupt less Ask questions Paraphrase Attend to nonverbal cues Take notes

Listening More Effectively Listening to Evaluate Analyze the evidence Examine emotional appeals

Class Activity Develop a list of ways you could overcome the greatest barriers that prevent you from listening more effectively.

Class Activity In a group, use the listening styles below to describe a specific work situation in which this style would be effective and one situation in which the style would probably not be appropriate. Be able to defend your answers.