CommunicationMosaics
6th Ed.
Chapter Six
Listening & Respondingto Others
CommunicationMosaics
6th Ed.
Chapter Six
Focus Questions
•How do listening and hearing differ?
•What’s involved in listening?
•What obstacles interfere witheffective listening?
CommunicationMosaics
6th Ed.
Chapter Six
Focus Questions
•How does effective listening differacross listening goals?
•How we can improve our listeningskills?
CommunicationMosaics
6th Ed.
Chapter Six
Listening
•It is at least as important as talking
•Few of us devote as much energy tolistening as we do to talking.
•Average person spends 45%-55% ofwaking time listening to others!
CommunicationMosaics
6th Ed.
Chapter Six
Poor Listening May
•Cause loss ofinformation
•Have negative affectson professional lives
•Cause diminishedlearning
•Cause loss ofperformance on tests
•Hinder understandingof others
•Leave usunfamiliar/uninformedwith important issues
CommunicationMosaics
6th Ed.
Chapter Six
Good Listening
•Listening is the number one qualityof effective managers
•Linked to
–Resolution of workplace conflicts
–Overall effectiveness
CommunicationMosaics
6th Ed.
Chapter Six
The Listening Process
•Hearing:
–physiological
•Listening:
–Several stepprocess
CommunicationMosaics
6th Ed.
Chapter Six
Mindfulness
•Focusing on what is happening in themoment
•Focusing on the people with whom they areinteracting
•An ethical commitment to attend fully toothers in particular moments
•It increases our understanding
•It promotes more complete communicationby others
CommunicationMosaics
6th Ed.
Chapter Six
Physically ReceivingCommunication
•We might receive it by hearing
–sounds
–interpreting nonverbal behaviors
–reading lips
–ASL
CommunicationMosaics
6th Ed.
Chapter Six
Selecting and OrganizingCommunication
•What we attend to depends on:
–physiological influences
–expectations
–cognitive structures
–social roles
–membership in cultures & socialcommunities
CommunicationMosaics
6th Ed.
Chapter Six
Interpreting Communication
•We put together all that we haveselected and organized to makesense of communication.
•Depends on your ability tounderstand others on their terms.
–This is an ethical responsibility oflistening.
CommunicationMosaics
6th Ed.
Chapter Six
Responding
•Includes
–expressing interest
–asking questions
–voicing our own ideas on a topic
–communicating attentiveness
CommunicationMosaics
6th Ed.
Chapter Six
Remembering
•We forget a lot of what we hear
•After eight hours, we recall onlyabout 35% of the information
•We selectively focus our attention towhat is important
CommunicationMosaics
6th Ed.
Chapter Six
Obstacles to EffectiveListening
•Situational obstacles
–message overload
–message complexity
–environmental distractions
CommunicationMosaics
6th Ed.
Chapter Six
Internal Obstacles
•Preoccupation
•Prejudgments
•Lack of Effort
•Reacting to Emotionally LoadedLanguage
•Not Recognizing Diverse Listening Styles
CommunicationMosaics
6th Ed.
Chapter Six
Forms of Ineffective Listening
•Pseudolistening
•Monopolizing
•Selective listening
•Defensive listening
•Ambushing
•Literal listening
CommunicationMosaics
6th Ed.
Chapter Six
Informational and CriticalListening
•Gain and Evaluate Information
•Make Judgments About People and Ideas
•Be Mindful
•Control Obstacles
•Ask Questions
•Use Aids to Recall
•Organize Information
CommunicationMosaics
6th Ed.
Chapter Six
Relationship Listening
•Feelings and relationships betweencommunicators.
•Be Mindful
•Suspend Judgment
•Strive to Understand the Other’s Perspective
–Paraphrasing
•Ask Questions
•Express Support
CommunicationMosaics
6th Ed.
Chapter Six
Develop Skills for OtherListening Goals
•Listening for Pleasure
–Don’t need to concentrate on organizingand remembering as much
–Requires mindfulness, hearing, andinterpretation.
•Listening to Discriminate
–Mindfulness and keen hearing abilitiesare skills that assist listening todiscriminate.
CommunicationMosaics
6th Ed.
Chapter Six
Summary
•How important is listening?
•Causes of poor listening
•The listening process
•Physically receiving communication
•Selecting and organizingcommunication
CommunicationMosaics
6th Ed.
Chapter Six
Summary
•Interpreting communication
•Responding & remembering
•Obstacles to effective listening
•Forms of ineffective listening
•Listening skills