1. Listening: Attitudes, Principles & Skills
Chapter 6 Objectives
After completing this chapter, you will become more aware of:
The influence of your attitudes on your interpretations of meanings
The impact of nonverbal behavior on the interpretation of meanings
The importance of empathy to effective listening
Everyday listening problems causesd by the misinterpretation of messages

2. Types of Empathy
Cognitive – taking the role of another person and seeing the world as he/she sees it
Perceptive – sensitivity to nonverbal communication and ability to interpret feelings
Behavioral – ability to demonstrate verbal and nonverbal cues that indicate you are listening to and care about the other person

3. Questions for Empathic Listeners
Do I understand the person speaking?
Are my personal feelings affecting me?
Am I sensitive to my partner’s nonverbal cues?
Do I sincerely care about the other person?
Do my nonverbal behaviors suggest openness and interest?

4. Components of Behavioral Empathy
Open body orientation
Strong, comfortable eye contact
Physical readiness to listen
Minimal reinforcers at appropriate intervals

9. Emotional Intelligence
A form of social intelligence that involves the ability to monitor one’s own and others’ feelings and emotions, to discriminate among them, and to use this information to guide one’s thinking and action. EQ has been linked to listening effectiveness.

10. EQ & Associated Competencies
self-Awareness,
emotional awareness,
empathy,
self-confidence,
self-management,
emotional self-control,
trustworthiness,
relationship management,
developing others,
teamwork
(D. Goleman, 1998)

11. Increased Eye Contact Discussing impersonal topics
At a distance from your partner
Attracted to your partner
Talking with your supervisor
Extroverted
Self confident
Female
Interested in your partner’s reactions

12. Nonverbal Listening Behaviors
Direct eye contact
Touching
Smiling
Nodding
Eyes wide open
A forward lean
Positive facial expression
Open posture

13. Silence Effective listeners are comfortable with silence.
Notice your next conversation and try to determine how long there is silence before someone feels the need to speak.

14. Characteristics of Voice
You can vary your voice along 4 dimensions:
Volume – loud & soft
Rate – fast & slow
Pitch – high & law
Quality – hoarse, harsh, breathy, strident, etc.