1. 1 Listening: More Than Meets the Ear Looking Out, Looking In 12 th Edition  Chapter Summary Listening Defined Elements in the Listening Process The Challenge of Listening Types of Listening Responses Communicating about Relationships

2. 2 Listening: More than Meets the Ear Looking Out, Looking In 12 th Edition  Listening Listening is the most frequent form of communication. Listening has been identified as one of the most necessary skills in the business world. FIGURE 7.1 Page 234

3. 3 Listening Defined Looking Out, Looking In 12 th Edition  Hearing vs. Listening Hearing The process of sound ways striking the eardrum and causing vibrations Listening Occurs when the brain reconstructs these electrochemical impulses and then gives them meaning You can hear without listening.

4. 4 Listening Defined Looking Out, Looking In 12 th Edition  Hearing vs. Listening Mindless Listening Occurs when we react to others messages automatically Though the term mindless may sound negative, this type of low level processing allows our brains to focus on greater tasks. Mindful Listening Involves giving careful and thoughtful attention to the messages we receive Sometimes we respond mindlessly to information that needs our mindful attention

5. 5 The Listening Process Looking Out, Looking In 12 th Edition  The Listening Process The Five Steps of the Listening Process are: Hearing Attending Understanding Responding Remembering

6. 6 The Listening Process Looking Out, Looking In 12 th Edition  Hearing The physical process of the reverberation of sounds Hearing is influenced by many factors: Fatigue Temporary hearing loss More than 13 million people communicate with some sort of hearing impairment.

7. 7 The Listening Process Looking Out, Looking In 12 th Edition  Attending The psychological process of selecting what gets through We would go crazy if we attempted to attend to every message. Needs, wants, desires and interests determine what is attended to. Research shows that we pay closer attention to those messages we’re interested in.

8. 8 The Listening Process Looking Out, Looking In 12 th Edition  Understanding Occurs when we make sense of a message It is possible to hear and attend messages without understanding them at all. Someone speaking a foreign language to you may have your complete attention without your comprehension.

9. 9 The Listening Process Looking Out, Looking In 12 th Edition  Responding Consists of giving the speaker observable feedback Good listeners show they’re attentive through nonverbal gestures, such as eye contact and nodding. Listening is not a passive activity. We send messages at the same time we receive them.

10. 10 The Listening Process Looking Out, Looking In 12 th Edition  Remembering The ability to recall information Remember 50% of what we hear immediately after hearing it Remember 35% within 8 hours Remember 25% of the original message after two months Residual Message What we remember from the original message There are ways to improve your retention.

11. 11 The Challenge of Listening Looking Out, Looking In 12 th Edition  Types of Ineffective Listening Pseudolistening An imitation of the listening process Pseudolisteners give the appearance of being attentive. Pseudolistening can often take more energy than real listening. Stage-hogging Turning the conversation to yourself Also known as “one-uppers” “You think your class is tough, let me tell you about mine.”

12. 12 The Challenge of Listening Looking Out, Looking In 12 th Edition  Types of Ineffective Listening Selective Listening Responding only to parts that are of interest to you Selective listening can be legitimate: Commercials Insulated Listening Avoiding information When a topic arises that the insulated listener doesn’t want to hear, the listener simply avoids it all together.

13. 13 The Challenge of Listening Looking Out, Looking In 12 th Edition  Types of Ineffective Listening Defensive Listening Taking another’s remarks as personal attacks Ambushing The listener who pays close attention but only to collect information they’ll use against you in an attack later Insensitive Listening Responding to the superficial content and not the emotional

14. 14 The Challenge of Listening Looking Out, Looking In 12 th Edition  Why We Don’t Listen Better Message Overload The amount of speech encountered makes it nearly impossible to listen carefully to everything. Preoccupation Personal concerns tend to take precedence. It’s difficult to listen when you’re worried about other things. Rapid Thought We’re capable of understanding 600 words per minute. The average person speaks 100-150 words per minute.

15. 15 The Challenge of Listening Looking Out, Looking In 12 th Edition  Why We Don’t Listen Better Effort Listening is hard work. If you’re tired, listening can be problematic. External Noise Outside distractions can be difficult to ignore. Even temperature can be a cause of poor listening. Faulty Assumptions We tend to believe we’re listening attentively when we’re not. When a subject is familiar it is easy to tune out.

16. 16 The Challenge of Listening Looking Out, Looking In 12 th Edition  Why We Don’t Listen Better Lack of Apparent Advantages Though not true, it seems that there is more to gain by speaking rather than listening. Hearing Problems Physical problems can disrupt the listening process. Media Influence Influence of the media also plays a role in our listening habits. Short segments included in television (CNN, MTV, Adult Swim) are cause for shorter attention spans.

17. 17 The Challenge of Listening Looking Out, Looking In 12 th Edition  Why We Don’t Listen Better Lack of Training Believing you’re a good listener does not mean you are. Listening takes practice.

18. 18 The Challenge of Listening Looking Out, Looking In 12 th Edition  The Challenge of Listening Better Talk Less If you want to understand, avoid hogging the stage. Get Rid of Distractions External noise can be difficult to control. Internal noise can be under your influence. Don’t Judge Prematurely Look for Key Ideas

19. 19 Types of Listening Responses Looking Out, Looking In 12 th Edition  Prompting Pablo: Julie’s dad is selling a complete computer system for only $600, but if I want it I have to buy it now. He’s got another interested buyer. It’s a great deal. But buying it would wipe out my savings. At the rate I spend money, it would take me a year to save up this much again. Tim: Uh-huh. (Prompting) Pablo: I wouldn’t be able to take that ski trip over winter break... but I sure could save time with my schoolwork... and do a better job, too. Tim: That’s for sure. (Prompting)

20. 20 Types of Listening Responses Looking Out, Looking In 12 th Edition  Questioning Sincere Questions Are aimed at understanding others Counterfeit Questions Are aimed at sending a message, not receiving one Examples: Questions that trap the speaker Questions that make a statement Questions that carry a hidden agenda Questions based on unchecked assumptions

21. 21 Types of Listening Responses Looking Out, Looking In 12 th Edition  Paraphrasing A summary of what you think the speaker is saying Speaker: I’d like to go, but I can’t afford it. Paraphrasing: So if we could find a way to pay for you, you’d be willing come. Is that right? Two Levels Paraphrase Factual Information Paraphrase Personal Information

22. 22 Types of Listening Responses Looking Out, Looking In 12 th Edition  Paraphrasing Several factors to consider before paraphrasing Is the issue complex enough? Do you have the necessary time and concern? Can you withhold judgment? Is your paraphrasing in proportion to other responses?

23. 23 Types of Listening Responses Looking Out, Looking In 12 th Edition  Supporting Supporting responses reveal a listener’s solidarity with the speaker’s situation: Empathizing “I can understand why you’d be upset about this.” “Yeah, that class was tough for me, too.” Agreement “You’re right—the landlord is being unfair.” “Sounds like the job is a perfect match for you.” Praise “Wow—you did a fantastic job!” “You’re a terrific person, and if she doesn’t recognize it, that’s her problem!”

24. 24 Types of Listening Responses Looking Out, Looking In 12 th Edition  Supporting You’re probably not being supportive if... You deny others the right to their feelings You minimize the significance of the situation You focus on “then and there” rather than the “hear and now” You cast judgment You defend yourself

25. 25 Types of Listening Responses Looking Out, Looking In 12 th Edition  Analyzing A listener offers interpretation of the speaker’s comments Guidelines to follow: Offer you interpretation as tentative rather than factual. Your analysis ought to have a reasonable chance of being correct. Be sure that the other person will be receptive. Be sure your motive is to help the other person.

26. 26 Types of Listening Responses Looking Out, Looking In 12 th Edition  Advising Offering the speaker our opinion on solving the problem Before advising be sure four conditions are present: Be confident that the advice is accurate. Ask yourself if the person seeking your advice will accept it. Be confident that the receiver won’t blame you if it doesn’t work. Deliver your advice supportively, in a face saving manner.

27. 27 Types of Listening Responses Looking Out, Looking In 12 th Edition  Judging A judging response evaluates the speaker's behavior Constructive Criticism Use to help the problem-holder improve in the future Judgments are best received when two conditions exist: The person with the problem requests your help The intent of you judgment is genuinely constructive and not designed as a put-down.

28. 28 Types of Listening Responses Looking Out, Looking In 12 th Edition  The Best Listening Responses Gender Choose a response style designed for the other person. The Situation People do not always need your advice. Sometimes just listen. The Other Person Remember who you’re talking with, and tailor your responses. Your Personal Style Consider yourself when responding. Take into account your strengths and weaknesses.

29. 29 Listening: More Than Meets the Ear Looking Out, Looking In 12 th Edition  Chapter Summary Listening Defined Elements in the Listening Process The Challenge of Listening Types of Listening Responses Communicating about Relationships