Listening
Module
Seventeen
McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.
Hearing vs. Listening
Listening is the form of communication we practice most
often.
Yet because we rarely have formal training in it, it may be
the one that we do most poorly.
Listening is even more crucial on the job than it is in
classes, but it may also be more difficult.
Because people routinely listen—to voices, to music, to
nature—they can overestimate their skills, and the
classroom experience is more structured than many work
situations.
2
Listening
Hearing
denotes perceiving
sounds.
Listening
Means decoding and
interpreting them
correctly.
17-3
What do good listeners do?
To avoid listening errors caused by
inattention:
Before the meeting, anticipate the answers you
need to get
At the end of the conversation, check your
understanding with the other person
After the conversation, write down key points that
affect deadlines or how work will be evaluated.
17-4
What do good listeners do?
To avoid listening errors caused by self-
absorption:
Focus on the substance of what the speaker says
“not his or her appearance”
Spend your time evaluating what the speaker says
Consciously work to learn something from every
speaker
Some people listen looking for flaws ( )عيبor they may listen as if the discussion were a war,
listening for points on which they can attack the other speaker.
17-5
What do good listeners do?
To avoid listening errors caused by faulty
assumptions:
Don’t ignore instructions you think are unnecessary
Consider the other person’s background and
experiences
Paraphrase what the speaker has said
17-6
What do good listeners do?
To avoid listening errors caused by focusing
solely on facts:
Consciously listen for feelings.
Pay attention to tone of voice, facial expression,
and body language.
Don’t assume that silence means consent.
17-7
What is active listening?
Active listening,
receivers actively
demonstrate that
they’ve heard and
understood a speaker
by feeding back either
the literal meaning or
the emotional content
or both.
17-8
Active Listening
asking for more information and stating one's own
feelings is another way to show active listening.
In Japanese we call AIZUSHI
In Arabic “”العيون مغاريف الحكي
Active Listening
Five strategies create active responses
Paraphrase content. Feedback using your own words.
Mirror the speaker’s feelings. Identify the feelings you think you hear
State your own feelings. Works especially well when you are angry.
Ask for information or clarification. When necessary
Offer to help solve the problem. iI one exists
Active Listening
Instead of simply mirroring what the other person says,
many of us immediately respond in a way that analyzes
or attempts to solve or dismiss the problem.
ال يبحث عن حل المشكلة بل يريد التعاطف معه على انه يواجه اوقات
عصيبة
People with problems need first of all to know that we
hear that they're having a rough time.
Blocking Responses versus
Active Listening
17-12
How do I show people that I’m
listening to them?
Acknowledgment responses help carry the
message that you’re listening
The mainstream U.S. culture shows
attention and involvement by making eye
contact, leaning forward, and making
acknowledgment responses
17-13
Can I use these techniques if I really
disagree with someone?
Good listening enables you to find out why
your opponent objects to the programs or
ideas you support
If you really listen to the people you
disagree with, you show that you respect
them.
17-14
To Show You’re Listening
To show people that you are listening, acknowledge
comments with:
Words.
Nonverbal symbols.
Actions.
Can I use these techniques if I really
disagree with someone?
Most of us do our worst listening when we are in
highly charged emotional situations, such as talking
with someone with whom we really disagree, getting
bad news, or being criticized.
At work, you need to listen even to people with whom
you have major conflicts.
Good listening is crucial when you are criticized,
especially by your boss.
Unit Five
End of Module 17
