effective listening 2
TRANSCRIPT
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Effective Listening1. Listening Facts
2. The Listening Process
3. Bad Listening Habits
4. Barriers to Effective Listening
5. Hearing vs. Listening
6. Types of Listening
7. Guidelines to Effective Listening
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Listening Facts Most people spend at least ___% of
communication time listening
Most people listen to and understand only about a fourth of what is being
communicated
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Listening Facts (con’t.) 85% of individuals rate themselves
as average or worse listeners Listening skills poorest when
people interact with those closest to them. They interrupt and jump to conclusions more frequently
We ________ more rapidly than one can speak
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Five-Step Process of Listening
________ ● __________ ● ____________ ●
You get
stimuli
You attach
meaning to
stimuli
You storefor
futurereference
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Five-Step Process of Listening
Evaluating ● ____________ ●
You separatefact from
opinion andevaluate the
quality ofevidence
You reactonce
you’veevaluated
the message
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Bad Listening Habits Tunes out dry subjects Tunes out if delivery is poor Enters into argument Listening for only the facts
Sometimes you need to listen to what people are _____________.
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Bad Listening Habits Takes extensive notes Fakes attention Easily distracted Resists difficult material Reacts to emotional words _______________
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Barriers to Effective Listening
Mainstream of Thought
__________
Self-__________
Selective_________
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Listening is more than Hearing
Listening is _______; hearing is passive
Listening is _______; hearing is natural
Listening is intermittent; hearing is continuous
vs
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Listening implies a choice.
You must choose to participate in the process
of listening.
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Types of Listening
Content listeningCritical listeningEmpathic listening
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Listening occurs at different levels for
different situations!
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Levels of ListeningCasual or Marginal
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Levels of ListeningCasual or MarginalAttentive
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Levels of ListeningCasual or MarginalAttentiveActive
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Active Listening Behaviors
ParaphraseMirrorStateAskOffer
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Guidelines for Effective Listening
Control the Environment
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Controlling the Environment: Fight
Distractions
1. Close doors2. Turn off radios, TVs, CD players, etc.3. Move closer to the speaker4. Anticipate what will be said and summarize what has been said5. Don’t interrupt6. Hold your rebuttal
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Controlling the Environment: Establishing a Climate
for Effective Communication
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Establishing a Climatefor Effective Communication
EvaluationControl
Strategy
NeutralitySuperiority
Certainty
Problem Orientation
Spontaneity
Description
EmpathyEquality
Provisionalism
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Guidelines for Effective Listening
Control the EnvironmentBe Alert
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Guidelines for Effective Listening
Control the EnvironmentBe AlertBe Mentally Prepared
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Psychological Barriers
______
Feelings About the Subject Matter
Subject Matter
_______
Feelings AboutEach Other
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A Shared Semantic Code
MyWorld of
__________
YourWorld of
__________
MyWorld of________
YourWorld of________
My Semantic Code Your Semantic Code
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Guidelines for Effective Listening
Control the EnvironmentBe AlertBe Mentally PreparedBe Emotionally Prepared
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Guidelines for Effective Listening
Control the EnvironmentBe AlertBe Mentally PreparedBe Emotionally PreparedJudge content, not delivery
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Guidelines for Effective Listening
Control the EnvironmentBe AlertBe Mentally PreparedBe Emotionally PreparedJudge content, not deliveryProvide feedback
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What Do Good Listeners Do? They Listen
Actively by:Listening for concepts, key
ideas, factsBeing able to distinguish
between evidence and argument, idea and example, fact and principle
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What Do Good Listeners Do? They Listen Actively
by: Analyzing key points Looking for unspoken messages Keeping an open mind Asking questions that clarify Reserving judgment Taking meaningful notes
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Nonverbal Communication
Facial expressions ___________________ Vocal characteristics Personal appearance ____________________ Use of time and space
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Improving NonverbalCommunication Skills
Be Aware