Chapter 1

CHAPTER 7

Listening

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Section 1THE NATURE OF LISTENING

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Listening: How Important Is It?

55% college student’stime

60% of executives’ time

At work:

Ability to listeneffectively: “Ideal skill”for managers

At home

Listening = importantingredient of relationalsatisfaction

Listening to personalnarratives, fundamentalto humanity and well-being.

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Listening, defined…

Listening: Process ofmaking sense of others’spoken messages.

Hearing: Process inwhich sound waves strikethe eardrum and causevibrations that aretransmitted to the brain.

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Mindless/Mindful Listening

Mindless listening: When wereact to others’ messagesautomatically and routinelywithout much mental investment.

Why do the authors say thatmindless listening can bevaluable?

Mindful listening: Giving carefuland thoughtful attention andresponses to the messages wereceive.

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Section 2REASONS FOR LISTENING

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To understand…

Listening fidelity:Degree of congruencebetween what a listenerunderstands and whatthe message-sender wasattempting tocommunicate.

Invitational attitude:Desire to learn moreabout perspectives otherthan our own.

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To evaluate…

Evaluating the quality ofmessages.

Mindful evaluationrequires:

Motivation

Ability to analyzecomments

Impartiality

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To build and maintain relationshipsand help others…

Failure to listen = one of themost frequent communicationproblems seen in counseling.

Listening well: First and mostimportant habit to teachchildren.

Salespeople, people who usepersuasion, benefit from well-developed listening skills.

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Section 3CHALLENGES OF LISTENING

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Listening is Not Easy

Information overload

Personal concerns

Rapid thought

Noise

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All listeners do not receivethe same message

Physiological factor, socialrole, cultural background,personal interests, andneeds shape and distortraw data we hear.

Research:

“Even the most active,empathic listener cannot …truly walk in another’s shoes.

Dyads only achieve 25-50%accuracy in interpreting orrepresenting each other’behavior.

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Poor listening habits

Pseudolisteners

Stage hogs

Selective listeners

Fill in gaps

Insulated listening

Defensive listening

Ambushers

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Section 4COMPONENTS OF LISTENING

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Components of Listening

Hearing: Physiologicalprocess

Attending: Psychologicalprocess.

We attend most carefullywhen there is a payoff fordoing so.

Skillful communicators attendto speaker’s words andnonverbal cue.

Attending benefits themessage sender.

Attempt to screen outdistractions.

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Components of Listening

Understanding

Syntactic andgrammatical rules

Knowledge about thesource of a message

Context of a message

Listener’s mentalabilities.

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Components of Listening

Remembering

Number of times the information is heard/repeated.

How much information is stored in the brain.

Whether the information may be “rehearsed” or not.

Research:

People only remember about half of what they hearimmediately.

Within 2 months, 50% forgotten, leaving 25% remembered.

Loss begins immediately—within about 8 hours!

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Components of Listening

Responding

Giving observablefeedback to the speaker.

Good listeners showattentiveness through:

Eye contact

Appropriate facialexpression

Answering questions

Exchanging ideas

Communication istransactional in nature!

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END OF SECTIONCHAPTER CONTINUESIN PART TWO

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