Human Communication

Essentials of HumanCommunication, 6/eEssentials of HumanCommunication, 6/e

Chapter Three:Chapter Three:

Listening in HumanCommunicationListening in HumanCommunication

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Chapter Three GoalsChapter Three Goals

Listen more effectively in all fivetechniques of listeningListen more effectively in all fivetechniques of listening

Learn to adjust listening techniquesLearn to adjust listening techniques

Communicate an awareness of culturaland gender differencesCommunicate an awareness of culturaland gender differences

Human CommunicationHuman Communication

The Stagesof ListeningThe Stagesof Listening

A Five-Stage Modelof the Listening ProcessA Five-Stage Modelof the Listening Process

Step One: Receiving,Hearing, AttendingStep One: Receiving,Hearing, Attending

Focus on verbals andnonverbals of speakerFocus on verbals andnonverbals of speaker

Avoid distractionsAvoid distractions

Attend to immediatemessage and do notanticipate or pre-judgeAttend to immediatemessage and do notanticipate or pre-judge

Do not interrupt thespeakerDo not interrupt thespeaker

Clarify mixed messagesClarify mixed messages

Step Two: UnderstandingStep Two: Understanding

Relate new information towhat you already knowRelate new information towhat you already know

Attempt to see thingsfrom the speaker’s point ofviewAttempt to see thingsfrom the speaker’s point ofview

Ask questionsAsk questions

Rephrase to clarify aspeaker’s ideasRephrase to clarify aspeaker’s ideas

Step Three: RememberingStep Three: Remembering

Identify central ideas andsupportIdentify central ideas andsupport

Summarize messageincluding key detailsSummarize messageincluding key details

Repeat names and keyconceptsRepeat names and keyconcepts

Take notesTake notes

Identify and organize thespeaker’s messageIdentify and organize thespeaker’s message

Step Four: EvaluatingStep Four: Evaluating

Resist evaluating until youfully understand speaker’sviewResist evaluating until youfully understand speaker’sview

Give the speaker the benefitof any doubtsGive the speaker the benefitof any doubts

Distinguish facts frominferenceDistinguish facts frominference

Identify biases, self-interests,and prejudicesIdentify biases, self-interests,and prejudices

Step Five: RespondingStep Five: Responding

Express support byExpress support by

giving verbal andgiving verbal and

nonverbal cuesnonverbal cues

through feedbackthrough feedback

make an expression ofsupport for speakermake an expression ofsupport for speaker

by owning what you say with“I” messagesby owning what you say with“I” messages

Human CommunicationHuman Communication

EffectiveListeningEffectiveListening

Human CommunicationHuman Communication

Empathic listening isdefined as…trying tounderstand what a personmeans, feelsEmpathic listening isdefined as…trying tounderstand what a personmeans, feels

Objective Listening isdefined as…detachingoneself as much aspossible in order to bestunderstand the speakerObjective Listening isdefined as…detachingoneself as much aspossible in order to bestunderstand the speaker

Steps to Empathic ListeningSteps to Empathic Listening

Strive to understand the speaker’sviewpointStrive to understand the speaker’sviewpoint

Seek out the speaker’s thoughts andfeelingsSeek out the speaker’s thoughts andfeelings

Engage in two way conversationEngage in two way conversation

Avoid “offensive listening”—hearingonly bits and piecesAvoid “offensive listening”—hearingonly bits and pieces

Strive to listen objectively to friendand foe alikeStrive to listen objectively to friendand foe alike

Human CommunicationHuman Communication

Nonjudgmentaland CriticalListeningNonjudgmentaland CriticalListening

GuidelinesA Nonjudgmental ApproachGuidelinesA Nonjudgmental Approach

Always keep an open mindAlways keep an open mind

Avoid quick judgments and prematureevaluationsAvoid quick judgments and prematureevaluations

Strive to not filter out difficult materials orsimplify complex messagesStrive to not filter out difficult materials orsimplify complex messages

Recognize your own tendency to interpretthrough personal biasesRecognize your own tendency to interpretthrough personal biases

Avert sharpening—the tendency to increaseimportance of some parts of messagesAvert sharpening—the tendency to increaseimportance of some parts of messages

Be alert to information or circumstances thatrequire critical listeningBe alert to information or circumstances thatrequire critical listening

Human CommunicationHuman Communication

Surface Surface

and DepthListening and DepthListening

Guidelines Deeper ListeningGuidelines Deeper Listening

Focus on verbals and nonverbalsFocus on verbals and nonverbals

Listen for both content and relationalmessagesListen for both content and relationalmessages

Take special note of statements thatrefer back to the speakerTake special note of statements thatrefer back to the speaker

Balance your listening between surfaceand underlying messagesBalance your listening between surfaceand underlying messages

Human CommunicationHuman Communication

Active andInactiveListeningActive andInactiveListening

Active Listening TechniquesActive Listening Techniques

Paraphrase the speaker’s meaning.Paraphrase the speaker’s meaning.

Express understanding of the speaker’sfeelings.Express understanding of the speaker’sfeelings.

Ask questions.Ask questions.

Listening DifferencesCulture and GenderListening DifferencesCulture and Gender

Language and accents may be different.Language and accents may be different.

The meaning of nonverbal displays varyamong cultures.The meaning of nonverbal displays varyamong cultures.

Tone and content of feedback variesaccording to person/situations.Tone and content of feedback variesaccording to person/situations.

Different norms of verbals and nonverbals.Different norms of verbals and nonverbals.

Different feedback styles exist.Different feedback styles exist.

Human CommunicationHuman Communication

Listening andGender:Listening andGender:

A difference ofsocializationA difference ofsocialization

Human CommunicationHuman Communication

MenMen

LectureLecture

Seek factsSeek facts

Desire respectDesire respect

Interrupt more oftenInterrupt more often

Change topicsmore oftenChange topicsmore often

WomenWomen

Talk, not lectureTalk, not lecture

Build relationshipsBuild relationships

Want to be likedWant to be liked

More patientMore patient

More sensitive toemotionsMore sensitive toemotions