Chapter 4: Are you Listening?
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Transcript of Chapter 4: Are you Listening?
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Chapter 4:Are you Listening?
http://www.youtube.com/watch?v=1d5T6D4ZwHw
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What is listening?
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Hearing vs Listening Hearing –
Process in which sound waves strike the eardrum and cause vibrations that are then transmitted to the brain
Listening- Process which occurs when the brain reconstructs
these impulses and gives them meaning
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What do we need to know about listening?
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Listening is an Active Process Listening occupies more of our
communication time than speaking, writing, or reading
not a natural process
Is a learned skill
Requires effort
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Four Parts of the Listening Process Attending Understanding Responding = verbally or nonverbally Remembering
Serial Communication
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We only remember 50% of the information we listen to immediately after we hear it.
We only remember 35% after 8 hours.
We only remember 25% of this information after 2 ½ months.
Residual Messages
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What causes poor listening?
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General Listening Errors Hearing Problem Lack of effort Message overload Rapid Thought – mental spare time Noise (physical, psychological, physiological) Cultural Influences –
Things such as media have programmed us to listen in brief soundbites
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Faulty Listening Behaviors Pseudolisteners-
Make appropriate gestures but not really listening
Selective listeners Only hear what they are interested in
Defensive listeners Take innocent comments as personal attacks
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Faulty Listening Behaviors Insensitive listeners
Don’t look beyond the words
Stage Hogs Turn the conversation back to themselves
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How can we listen more effectively?
Listen mentally
Listen physically
Know your goal
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Listen Mentally Concentrate on the meaning of what is being
said rather than the precise words or mechanics (accent, grammar, etc.)
Work with the speech-thought differential 120-150 wpm is the average speech rate 500-600 wpm is the average thinking rate Use the time to summarize and paraphrase
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Listen Physically Face the person
Adopt an open posture
Maintain comfortable eye contact
Lean slightly towards person
Listen to only one person at a time
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Know Your Goal Informational
Understanding and retaining information
Critical Analyzing and evaluating content
Supportive Helping others
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Informational Listening Paraphrase-
Put ideas in your own words
Look for key ideas
Take notes
Be opportunistic FIND SOMETHING to learn
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Critical Listening Listen BEFORE evaluating
Evaluate the speaker’s Credibility (Ethos) Evidence and Reasoning (logos) Emotional Appeals (pathos)
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Supportive Listening Also known as Active Listening Feedback is the most important aspect.
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Types of Feedback
Non-evaluative Questioning/ probing (ask for more questions)
Supporting = show the person you care
Prompting = use silence or brief statements to draw the person out
Paraphrasing Put message into your own words Repeat the message making statement more general of
specific
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Evaluative – advising/judging
Positive = Is it accurate and appropriate?
Negative= Is it constructive, wanted? What are your motives?
Formative = Is it the best time to give negative feedback?