Looking Out/Looking In

Looking Out/Looking InLooking Out/Looking In

Thirteenth EditionThirteenth Edition

LISTENING:MORE THAN MEETS THE EARLISTENING:MORE THAN MEETS THE EAR

CHAPTER TOPICSCHAPTER TOPICS

•Listening Defined

•Elements in the Listening Process

•The Challenge of Listening

•Types of Listening Responses

LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Listening DefinedListening Defined

•Hearing Versus Listening

•Hearing

•The process in which sound waves strike theeardrum and cause vibrations that are transmittedto the brain

•Listening

•Occurs when the brain reconstructs theseelectrochemical impulses into a representation ofthe original sound and gives them meaning

LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Listening DefinedListening Defined

•Mindless Listening

•Occurs when we react to others’ messagesautomatically and routinely

•Mindful Listening

•Involves giving careful and thoughtfulattention to the messages we receive

LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Elements in the ListeningProcessElements in the ListeningProcess

•Five Elements of the Listening Process

•Hearing

•Attending

•Understanding

•Remembering

•Responding

LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Elements in the ListeningProcessElements in the ListeningProcess

•Hearing

•Hearing is the physiological dimension oflistening

•Can be affected by auditory fatigue

•Loud party, concerts, large crowds

LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Elements in the ListeningProcessElements in the ListeningProcess

•Attending

•Is the psychological process of selectionwhere we decide what gets through

•We would go crazy if we attempted to attendto all messages

•Attending also helps the message sender

•Those who had recounted a movie to attentivelisteners remembered more detail from the film

LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Elements in the ListeningProcessElements in the ListeningProcess

•Understanding

•Occurs when we make sense of a message

•It is possible to hear and attend to a messagewithout understanding it at all

•Listening to a foreign language

•Listening Fidelity

•Describes the degree of congruence between whata listener understands and what the messagesender is attempting to communicate

LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Elements in the ListeningProcessElements in the ListeningProcess

•Responding

•Giving observable feedback to the speaker

•Researchers suggest that listeners shouldgive observable feedback more frequently

•Listening isn’t a passive activity

LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Elements in the ListeningProcessElements in the ListeningProcess

•Remembering

•The ability to recall information

•Research suggests

•We remember 50% immediately after hearing it

•We remember 35% after eight hours

•We remember 25% after two months

•Residual Message

•What we remember from the original message

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

The Challenge of ListeningThe Challenge of Listening

•Types of Ineffective Listening

•Pseudo-listening

•The imitation of the listening process

•Can take more effort than simply tuning out

•Stage-Hogging

•Turn the conversation to themselves

•Sometimes called conversational narcissists

•Applicants who interrupt the questions ofinterviewers are likely to be rated less favorably

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

The Challenge of ListeningThe Challenge of Listening

•Types of Ineffective Listening

•Selective Listening

•Only responds to the parts of your message thatinterest them

•Can be legitimate

•Radio Commercials

•Insulated Listening

•Failing to acknowledge information the listenerwould rather not deal with

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

The Challenge of ListeningThe Challenge of Listening

•Types of Ineffective Listening

•Defensive Listening

•Take others’ remarks as personal attacks

•Ambushing

•Listening carefully to collect information to use inan attack later

•Insensitive Listening

•Responding to the superficial content of themessage and not the emotional tone

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

The Challenge of ListeningThe Challenge of Listening

•Why We Don’t Listen Better

•Message Overload

•Preoccupation

•Rapid Thought

•We can comprehend up to 600 words per minute

•The average person speaks between 100 – 150

•Effort

•Listening is hard work and requires practice

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

The Challenge of ListeningThe Challenge of Listening

•Why We Don’t Listen Better

•External Noise

•Faulty Assumptions

•We often believe we are listening when we’re not

•Lack of Apparent Advantages

•It often seems that there is more to gain byspeaking

•Listening is reciprocal, so you get what you give

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

The Challenge of ListeningThe Challenge of Listening

•Why We Don’t Listen Better

•Lack of Training

•Listening is hard work and requires practice

•The common belief is that listening is like breathing

Figure 7.1 Page 245

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

The Challenge of ListeningThe Challenge of Listening

•Meeting the Challenges of Listening

•Talk less

•Get rid of distractions

•Don’t judge prematurely

•Look for key ideas

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Prompting

•Using silences and brief statements ofencouragement to draw others out

•Questioning

•Asking for information can help both parties

•Encouraging discovery rather than dispensingadvice

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Sincere Questions

•Aimed at understanding others

•Counterfeit Questions

•Aimed at sending a message

•Questions that trap a speaker

•Tag question

•“Did you?” “Isn’t that right?”

•Questions that make statements

•Questions that carry hidden agendas

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Paraphrasing

•Statements that reword the listener'sinterpretation of a message

•Factors to consider:

•Is the issue complex enough?

•Do you have the necessary time and concern?

•Can you withhold judgment?

•Is your paraphrasing in proportion to otherresponses?

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Supporting

•Reveals a listener’s solidarity with thespeaker’s situation

•Several types of support:

•Empathizing

•Agreement

•Offers to help

•Praise

•Reassurance

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Supporting

•Guidelines for effective support:

•Recognize that you can support another person’sstruggles without approving of her or his decisions

•Monitor the other person’s reaction to your support

•Realize that support may not always be welcome

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Analyzing

•Offering an interpretation of the speaker’smessage

•Several guidelines to follow:

•Offer your interpretation as tentative rather thanabsolute fact

•Be sure that the other person will be receptive toyour analysis

•Be sure the motive for offering an analysis is totruly help the other person

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Advising

•Offering help or potential solutions

•Several guidelines to follow:

•Is advice needed?

•Is advice wanted?

•Is the advice given in the right sequence?

•Is the advisor a close and trusted person?

•Is the advice offered in a sensitive, face-savingmanner?

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Types of Listening ResponsesTypes of Listening Responses

•Judging

•Responses that evaluate the sender’sthoughts or behaviors in some way

•Judgments have the best chance of beingreceived when two conditions exist

•The person with the problem should haverequested an evaluation from you

•The intent of your judgment should be genuinelyconstructive and not designed as a put-down

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Choosing the Best Listening Response

•Gender

•Women are more likely to give supportiveresponses when presented with another's problemand are likely to seek out similar responses

•Men are less skillful at providing emotional supportand are more likely to respond by offering adviceor by diverting the topic

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Types of Listening ResponsesTypes of Listening Responses

•Choosing the Best Listening Response

•The situation

•People are not always looking for advice.Sometimes it is better to just listen

•The other person

•Always remember to whom you are speaking andadapt to the audience

•Your personal style

•Play to your strengths

•Be aware of your weaknesses

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LISTENING: MORE THAN MEETS THE EARLISTENING: MORE THAN MEETS THE EAR

Chapter ReviewChapter Review

•Listening Defined

•Elements in the Listening Process

•The Challenge of Listening

•Types of Listening Responses