It is MORE than hearing
the process of receiving, and responding toverbal or non-verbal messages
to hear something with thoughtful attention
Hearing- physical process; natural; passive
Listening- physical & mental process; active;learned process; a skill
Listening is hard!
You must choose to participate in theprocess of listening.
Allows you to make sure you hear the wordsand understand the meaning behind thewords
Goal: go beyond listening to understanding
Believing the responsibility for successfulcommunication lies with the speaker.
Tolerate distractions and pay more attentionto how they talk instead of what they have tosay.
Goal is to listen for enjoyment orentertainment
Does not involve analyzing or evaluatinginformation
Sample scenarios include attending a rockconcert, listening to music at home, or goingto a Broadway show
Goal is to understand what the speaker issaying and feeling
Involves making an effort to look at the worldthrough someone else’s view
Sample scenarios include listening to an irateclient, helping a friend with an emotionalsituation, or listening to someone whoreceived bad news
Goal is to consider ideas heard from aspeaker to decide if they make sense
Helps with making decisions based on logicand evidence, rather than on emotion
Sample scenarios include listening to apolitical debate, a talk radio program, or arestaurant critique
We listen at 125-250 wpm, think at 1000-3000 wpm
75% of the time we are distracted, preoccupiedor forgetful
20% of the time, we remember what we hear
More than 35% of businesses think listening isa top skill for success
Less than 2% of people have had formaleducation with listening
Mode ofCommunication
Formal Years
of Training
Percentage ofTime Used
Writing
12 years
9%
Reading
6-8 years
16 %
Speaking
1-2 years
30%
Listening
0-few hours
45%
Listening is the most powerfulform of acknowledgment…a way of saying, “You areimportant.”
Equate With Hearing
Uninteresting Topics
Speaker’s Delivery
External Distractions
Mentally PreparingResponse
Listening for Facts
Personal Concerns
Personal Bias
Language/CultureDifferences
Faking Attention
Criticizing the subject or the speaker
Listening only for facts
Not taking notes OR outlining everything
Tolerating or creating distraction
Letting emotional words block message
E – Explore
A – Analyze
R – Review
S - Search
Provide encouragement
Ask for explanations
Paraphrase the message
Summarize the message
Putting it down on paper