Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
MCj03048150000[1]
Chapter 4
WE SPEND MORE TIME LISTENING TO OTHERSTHAN ANY OTHER TYPE OF COMMUNICATION
PERSONNEL MANAGERS: LISTENING IS THEMOST CRITICAL SKILL FOR WORKINGEFFECTIVELY IN TEAMS
EFFECTIVE LISTENING IS ESSENTIAL INEFFECTIVE INTERPERSONAL
RELATIONSHIPS
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
MCj03048150000[1]
Most people need to think about listening in anew way.
•There’s a difference between hearing andlistening.
•Listening isn’t a natural ability, and ittakes effort and practice to do well.
•It’s probable that people will hear thesame message in different ways.
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
What is hearing?
•HEARNG: Sound waves strike the eardrum andcause vibrations that are transmitted to thebrain.
What is listening?
•LISTENING: When the brain takes thoseelectrochemical impulses --- reconstructsthem   into a representation of the originalsound --- and gives them meaning.
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
Stages of Listening
•ATTENDING: Paying attention to the signal
•UNDERSTANDING: Making sense of themessage
•RESPONDING: Feedback, demonstrateunderstanding, etc
Remembering
•People only remember 50% of what theyhear immediately after hearing it.
•Within two months, 50% of that is forgotten.
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
Two approaches can help you become a betterlistener:
• Minimize faulty listening behaviors
• Understand some of the reasons youlisten    poorly
•Examples?
•Solutions you have found?
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
Most people use one of four personal listeningstyles
•Content-oriented: Quality of the message
•People-oriented: Concerned aboutrelationships.
•Less judgmental
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
•Action-oriented: Concerned about task athand.  Get the heart of the matter quickly.
•Time-oriented: Concerned about efficiency.Good for tight deadlines.
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
•Best techniques to use:
•Relationships: People approach
•Clarity: Action-oriented approach
•Analysis: Content-oriented approach
•Clock: Time orientation
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
There are three ways to listen and respond:
1.For information
2.To critically evaluate a speaker’s ideas
3.To help others with their problems
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
INFORMATIONAL Listening
•Taking time to understand.
•Try to understand before judging.
•Separate the message from the speaker
•Be opportunistic. Look for value.
•Look for key ideas.
•Ask questions
•Paraphrase
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
CRITICAL listening
•Listen before evaluating
•Listen to the evidence and reasoning
•Listen to the source of the evidence
•Is there enough evidence?
•Can the evidence be interpreted in morethan one way?
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
EMPATHETIC listening
•The goal is to build a relationship or help theperson solve a problem.
•Advising: Careful…might allow others toavoid responsibility.
•Judging: Are you truly in a position to          passjudgment?
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
EMPATHETIC listening
•Analyzing: May be more effective. Help peopleconsider alternative meanings.
•Questioning: Can help them think abouttheir problems more clearly.
•Don’t use questions to hidesuggestions or criticism.
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
EMPATHETIC listening
Supporting:
•Make sure it's sincere
Prompting:
•Silence or brief statements ofencouragement that can draw peopleout
•Paraphrasing: Helps the person sortout the problem.
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
All listeners do not hear the same message
•Physiological factors
•Social roles
•Cultural background
•Personal interests
•Example…
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
Faulty Listening Behaviors
Examples?
•Pseudo Listening.
•Imitation of the real thing
•Selective Listening.
•Responding only to what intereststhem.
•Defensive Listening.
•Take innocent comments as personalattacks.
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
•Ambushing.
•Listen carefully but only because they arecollecting info to attack what you have to say.
•Insulated Listening.
•Topic they don’t want to deal with ---        theyfail    to hear it or don’t          acknowledge it.
•Insensitive Listening.
•Aren’t able to look beyond the wordsand behavior to understand their hiddenmeanings
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
Reasons for poor listening
EFFORT: Listening takes hard work
MESSAGE OVERLOAD: Decide whichmessages   are worth your attention andtake the time to understand them.
RAPID THOUGHT: Background      conversations.Quiet them.
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
Reasons for poor listening
•PSYCHOLOGICAL NOISE: Too wrapped up inpersonal concerns
•PHYSICAL NOISE: True distractionsincluding traffic, music, talking by others,fatigue.
•HEARING PROBLEMS.
•FAULTY ASSUMPTIONS: Givingsomeone the mental brush-off…devaluingtheir thoughts
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
Reasons for poor listening
•Believe talking has more apparent advantages
•Gender difference:
•Men interrupt to control discussion
•Women interrupt to communicateagreement or elaborate on a speaker’sidea
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.
Reasons for poor listening
CULTURAL DIFFERENCES:
Young German engage
Young Japanese listen
Young Israeli’s less vocal, more apt to      analyze
Understanding Human Communication, Ninth Edition
      Adler/Rodman             Copyright © 2006 by Oxford University Press, Inc.