1. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 1

2. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 2 4 ChapterChapter Listening Chapter Summary The Importance of Listening Barriers to Effective Listening Listening Style Preferences Approaches to Listening Reasons for Listening

3. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 3 The Importance of Listening Why is Listening Important? “Listening is the most frequent––and, arguably, the most important––type of on-the-job communication.” Survey of Communication in Business Settings: Listening: 32.7% Speaking: 25.8% Writing: 22.6% Reading: 18.8%

4. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Listening involves 5 steps Hearing Attending Understanding Remembering Responding Slide 4

5. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 5 Barriers to Effective Listening Hearing Problems Rapid Thought Physiological Barriers

6. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 6 Barriers to Effective Listening Physical Distractions Problems in the Communication Channel Message Overload Environmental Barriers

7. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 7 Barriers to Effective Listening Preoccupation Egocentrism Fear of Appearing Ignorant Attitudinal Barriers

8. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 8 Barriers to Effective Listening Assuming That Effective Communication is the Sender’s Responsibility Assuming That Listening is Passive Assuming That Talking Has More Advantages than Listening Faulty Assumptions

9. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 9 Barriers to Effective Listening Cultural Differences Gender Differences Sociocultural Differences

10. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 10 Barriers to Effective Listening Most people do not listen well There is a need for organized programs to train people how to become better listeners. Lack of Training

11. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 11 Listening Style Preferences People-Oriented Action-Oriented Content-Oriented Time-Oriented Different Styles of Listening

12. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 12 Approaches to Listening Involves a Mixture of Silence and Prompts That Invite The Speaker to Keep Going Best Approach When the Spotlight is on The Speaker Passive Listening

13. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 13 Approaches to Listening Questions That Make Statements or Offer Advice Questions That Trap or Attack the Speaker Questions That Carry Hidden Agendas Questions That Seek “Correct” Answers Questioning

14. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Ineffective Listening Pseudo-Listening Stage-Hogging Selective Listening Insulated Listening Defensive Listening Ambushing Insensitive Listening Slide 14

15. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 15 Approaches to Listening Paraphrasing Content Paraphrasing Intent Paraphrasing Feeling Paraphrasing

16. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 16 Stop Talking Withhold Judgment Be Opportunistic Look for the Main and Supporting Points Take Notes Repeat What You Heard Reasons for Listening Listening for Information

17. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 17 Seek Information Before Evaluating Consider the Speaker’s Motives Examine the Speaker’s Supporting Data Consider the Speaker’s Credentials Examine Emotional Appeals Reasons for Listening Evaluative Listening

18. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 18 Use Variety of Response Styles, As Appropriate Avoid Being Judgmental Take Time Reasons for Listening Listening to Help