Subject : Theory of Communication

Chapter 5 Group 5

Outline

I. What is listening ?

II. Types of listening :

0 Appreciative

0 Discriminative

0 Comprehensive

0 Empathic

0 Critical listening

I/What is listening ?

Presenter : M.Sang

People sometimes make the mistake of thinking listening and hearing are the same thing, but they’re not.

Hearing is a physiological process, whereas listening is a cognitive process.

If you HEAR something it is because you have ears and are not deaf.

If you LISTEN TO something then you are paying particular attention to what you can hear.

Listening is the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages” (Brownell, 2002, p. 48).

E.g :

- Listen or listen to cannot be replaced by hear:

• She does all the talking - I just sit and listen.

• You haven't listened to a word I've said!

- Hear cannot be replaced by listen :

• She heard a noise outside.

• You'll have to speak up, I can't hear you.

Listening is important for effective communication because 50 percent or more of the time we spend communicating is spent listening .

When we try to listen carefully, most of us remember only about 50 percent of what we hear shortly after hearing it and only about 20 percent two days later.

Listening is one of the most important skills needed in the corporate environment.

II/Type of listening :In order to be an effective listener in different situations, you must fi rst consider your purpose for listening. Scholars have identified five types of listening based on fi \ve different purposes :

•Appreciative

•Discriminative

•Comprehensive

•Empathic

•Critical listening

I.1 Appreciative listening :

In an appreciative listening situation, your goal is to simply enjoy the thoughts and experiences of others by listening to what they are saying.

With appreciative listening, you do not have to focus as closely or as carefully on specifics as you do in other listening situations.

You might use appreciative listening during a casual social conversation.

Most people listen to music in this way.

Hanging out with friends, party…

Discriminative Listening

Presenter : Hữu Lộc

Discriminative Listening : listening to understanding the meaning of a message.

At times this involves listening “between the lines” for meaning conveyed in other ways than the words themselves.

Discriminative listening concerns the basic function of hearing sound and distinguishing between different sounds.

In human communication, this includes picking up on shifts in a speaker's voice such as speed, emphasis, and pitch.This listening skill allows the listener to recognize nuances in the speaker's message such as pleased or anger.

Discriminative listening is especially important for sales and customer services representatives because it allows the listener to hear any underlying tones or emotions.

Employees utilizing this form of listening can discern whether a customer leaves the business happy or upset; therefore, using discriminative listening can save sales and increase revenues for upselling techniques.

Discriminative thinking also focuses on reading body language. Business employees should be able to determine if a customer's body language matches his language to discern any inconsistencies.

Comprehensive ListeningPresenter: Minh Dang

What?• In comprehensive listening situation, our goal

is to understand the speaker’s message as well as learn, remember, be able to recall what has been said.

• In communication, some words are more important and some less so, and comprehension often benefits from extraction of key facts and items from a long talk.

• Also known as: content listening, informative listening and full listening.

How?

• Have to know the words and also all rules of grammar and syntax understand what others are saying

• Also have to know visual components of communication, and an understanding of body language understand what the messages really mean

Pay close attention to all the information – the words spoken, the tone of the voice, the body language and the situation in which the conversation is taking place.

In comprehensive listening, the speaker must

make his words understandable, and the listener

must let them know if they don't understand.

Eg:– Listening comprehensively to professor lecturing

about key concepts– Speakers at training seminars– Broadcast news reports that provide timely

information about traffic conditions

respond ‘autobiographically’

Empathic Listening

Outline

• Empathic Listening • The Benefits of Empathic Listening• The Process of Empathic Listening

Empathic Listening

A way of listening and responding to another person that improves mutual understanding and trust.

Empathic Listening

• It is an essential skill for third parties and disputants alike, as it enables the listener to receive and accurately interpret the speaker's message, and then provide an appropriate response.

• It is also called active listening or reflective listening.

The Benefits of Empathic Listening

build trust and respect enable the one in need to release his/her

emotions reduce tensions encourage the surfacing of information create a safe environment for sharing and

problem solving

The Process of Empathic Listening

1. Give the person you are connecting with your full attention.

2. Do not speak when the other person is in the middle of communicating their issue.

3. Offer a summary of what you have heard to the speaker, when they are done talking.

I hear that you said you feel

upset about....

Summary

• Empathic Listening • The Benefits of Empathic Listening• The Process of Empathic Listening

CRITICAL LISTENING

Presenter : Ngân Giang

• Critical listening requires careful observation, judgment, and trustworthiness of the speaker.

• E.g: persuasive communications includes politicians, news, salespeople, etc.

Understand person and context• Many arguments do not stand alone and

understanding why the person is saying what they are saying can help in the understanding and consequently evaluation of their message.

• E.g : Your friend is describing his/her test’s result excitingly.

Critical listening skills

Probe• asking questions to add useful information

and help them develop their argument. • E.g: how, what, why, when, where and who

Critical listening skills

Discrimination• separating one thing from another =>

understand differences and get to important details

Critical listening skills

Judging the person, not the message• The listener strays into judging the person

rather than their argument.

Fallacies in critical thinking

False positives• You judge it good but it is actually wrong in

some way; when your ability to judge is limited by your knowledge or logic capabilities.

• You make an evaluation based on the character of the speaker rather than what they are saying.

Fallacies in critical thinking

False negatives• You incorrectly judge the argument as being

flawed when in fact it is actually valid; lack of skill of the evaluator.

Fallacies in critical thinking

A wise old owl lived in an oak The more he saw the less he spoke The less he spoke the more he heard. Why can’t we all be like that wise old bird?

WISE OLD OWL

Thanks for listening

• Group 5 : • 1. M.Sang• 2. H.Lộc• 3. Ngân Giang• 4. Ngọc Cẩm• 5. M.Đăng• 6. Tố Ngân