1. Listening in a Multilingual World
Chapter 4
Listening in a
Multilingual World

2. Becoming a Conscious Listener
What is listening?
The process of hearing and interpreting messages
An integral part of the communication process
“You might hear me, but you aren’t listening!”
What does this mean?
Why do we need help with listening?

3. Listening Continuum Hearing Informational Listening Critical Listening
Self-Reflexive Listening
Conscious Listening

4. Hearing What is hearing? What affects the hearing process?
The passive and physical process of listening
We hear words, but don’t necessarily understand their meaning
What affects the hearing process?
Noise: any sound that disrupts or interferes with the delivery of a message
Both physical and technological noise exist

5. Informational Listening
Adds interpretation to the mix
We assign meaning to the words we hear
We listen for information
Can be influenced by
Cultural differences
Gender differences
Communication history

6. Critical Listening What is critical listening?
The ability of a listener to deliberate on what is said by exploring the logic, reason, and point of view of the speaker.
We begin to reflect on speaker credibility
Credibility is also influenced by…
The message and supporting data
The motivation of the speaker

7. Self-Reflexive Listening
In self-reflexive listening we…
Listen for how what is said applies to own life
Listen for ways the message reflects our
Identity at work
Personal goals
Understanding of an issue or problem
Sensitivity to the needs of others

8. Conscious Listening Emerges out of dialogue
All communication partners listen for and reflect on how talk affects the whole group
Takes into account shared vision, goals, and values of a relationship or team
Creates a level of understanding that moves relationships forward

9. Listening in Business and Professional Contexts
Listening in meetings
Listening in conflict situations
Listening to complaints
Listening when asked for help

10. Listening in Meetings
Listen primarily for information, but shouldn’t ignore the rest of the continuum
Set a positive example by being attentive
Don’t pass judgment; listen for information
Use CCCD components to take notes
Review material with speaker or other attendees
Follow up if you need clarification or action

11. Listening in Conflict Situations
Requires listening skills and patience
Conflict is often situational, not personal
Listen for…
Acknowledging the conflict
Areas of compromise
Signs of conflict escalation

12. Listening to Complaints
With legitimate complainers…
Listen carefully and empathetically
Remain neutral and repeat complaint to check for mutual understanding
Ask for course of action and follow up
With chronic complainers…
Acknowledge complaints, but explain you cannot spend any additional time discussing
Offer positive actions complainer can use

13. Listening When Asked for Help
Let the person requesting help speak.
Ask them what form they want the help to take.
Offer the help they ask for if you feel comfortable.
Keep the conversation private.