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Essentials of HumanCommunication,7th Edition
Joseph A. DeVitoHunter College ofthe City Universityof New York
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Pearson Education, Inc. All rights reserved.
Chapter Three:Listening in Human Communication
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Chapter Three Goals
Listen more effectively in all five techniquesof listening
Learn to adjust listening techniques
Communicate an awareness of cultural andgender differences
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The Importance of Listening:Professional and Relationship Benefits
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Stages of Listening
Receiving
Understanding
Remembering
Evaluating
Responding
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Step One: Receiving,Hearing, Attending
Focus on verbal and nonverbal messages ofspeaker
Avoid distractions
Do not interrupt the speaker
Clarify mixed messages
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Step Two: Understanding
Relate new information to what you alreadyknow
Attempt to see things from the speaker’spoint of view
Rephrase to clarify a speaker’s ideas
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Step Three: Remembering
Identify central ideas and support
Summarize message including key details
Repeat names and key concepts
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Step Four: Evaluating
Resist evaluating until you fully understandspeaker’s view
Give the speaker the benefit of any doubts
Distinguish facts from inference
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Step Five: Responding
Express support by giving verbal andnonverbal cues
make an expression of support for speaker
by owning what you say with “I” messages
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Distractions: physical and mental
Biases and prejudices
Lack of appropriate focus
Premature judgment
Listening Barriers
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Styles of Effective Listening
Empathic listeningis defined as tryingto understand whata person meansand feels
ObjectiveListening is definedas detachingoneself as much aspossible in order tobest understand thespeaker
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Steps to Empathic Listening
Strive to understand the speaker’s viewpoint
Engage in two way conversation
Seek out the speaker’s thoughts and feelings
Avoid “offensive listening”—hearing only bitsand pieces
Strive to listen objectively to friend and foealike
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Guidelines for Nonjudgmental andCritical Listening
Always keep an open mind
Avoid quick judgments and prematureevaluations
Strive to not filter out difficult materials orsimplify complex messages
Recognize your own tendency to interpretthrough personal biases
Avert sharpening—the tendency to increaseimportance of some parts of messages
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Guidelines for Depth Listening
Focus on verbal and nonverbal messages
Listen for both content and relationalmessages
Take special note of statements that referback to the speaker
Balance your listening between surface andunderlying messages
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Active Listening Techniques
Paraphrase the speaker’s meaning
Ask questions
Express understanding of the speaker’sfeelings
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Listening Differences: Culture andGender
Language and accents may be different
The meaning of nonverbal displays varyamong cultures
Tone and content of feedback variesaccording to person/situations
Different norms of verbals and nonverbals
Different feedback styles exist
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Listening and Gender:A difference of socialization
Men
Lecture
Seek facts
Desire respect
Interrupt more often
Change topics moreoften
Women
Talk, not lecture
Build relationships
Want to be liked
More patient
More sensitive toemotions