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Focus Questions
How do listening and hearing differ?
How does effective listening differ when listening forinformation and listening to support others?
How can we improve our listening skills?
What are effective ways to express support for others?
How can you control obstacles to effective listening?
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Listening and Responding
People tend to more focus on talking
Studies show: Average person spends 45%-53% of waking time on listening to others
Total listening time may even greater (ifradio…, background…included)
Listening as No. 1 quality of effectivemanager (survey)
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Hearing & Listening
Hearing is aphysiological activity
Sound wave & ear drum
Other messagesreceived at the sametime (sight)
Listening
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The Listening Process
Being mindful
Focus on what is happening in the moment
An ethical commitment; Leaders must want to listen!
Enhance communication
Increasing understanding of what others feel & think
Promoting more complete communication by others
Physically receiving communication
Women are more attuned to what is going on around
Men tend to direct hearing in a specific way
Women likely to notice contexts, details, themes ininteraction
Average: 300 words/min understood; 100 in speaking
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The Listening Process (2)
Selecting and organizing communication
Perception & Attention
Study: Teachers unintentionally give more attention tomale than female students…
As we listen: categorize people→assess them →applystereotype→choose a script
Perceptions can be wrong. Be ready to revise them!
Interpreting communication
Recognizing others’ viewpoint doesn’ t mean youagree with them; it does mean you make an earnesteffort to grasp what they think and feel.
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The Listening Process (3)
Responding
Signs of being involved in interaction
Remembering
Recall of literal messages vs. Recall ofinterpretation of them
Memory fading
Remember less than Half / immediately after
Recall 35% / after 8 hours
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Obstacles to Effective Listening
Situational obstacles
Message overload
Message complexity (next slide: sentence structure)
Environmental distractions
Internal Obstacles
Preoccupation
Prejudgment
Lack of effort
Not recognizing diverse listening styles
e.g., Nepalese give little vocal feedback
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Example of Heavy Sentencefrom University of Chicago, Writing Program
The dog, overcome with a sense of futility at theunfairness of life, and miserable at the inattention ofher master, who had become so addicted to TV realityshows that he had not left his recliner in over threedays, nevertheless chased the ball.
The dog chased the ball, even though she was bothovercome with a sense of futility at the unfairness oflife and miserable at the inattention of her master, whohad become so addicted to TV reality shows that hehad not left his recliner in over three days.
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我告訴你這個女人不值得…
07:08
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Forms of Ineffective Listening
Pseudo-listening
Monopolizing
Conversational rerouting
Interrupting
Selective listening
Defensive listening
Ambushing
Politics: Gathering ammunition to use in attacking aspeaker
Literal listening
Content level vs. Relationship level of meaning
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Guidelines for Effective Listening
Informational & critical listening
Be mindful
Control obstacles
Ask questions
Use aids to recall
Repeating (e.g., people’s names)
Mnemonics
Organize information
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Guidelines for Effective Listening
Relationship listening
Be mindful
Total listening: more than words, also silence &meaning buried
Suspend judgment
Strive to understand the other’s perspective
Minimal encouragers: “Really?” “Go on!”
Paraphrasing: “It sounds as if..” “You seem to..”
Asking questions
Express support
See Father-Son conversation on page 170
(結尾的對話)
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Discussion and Key Terms