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COM122 - Chapter 05

The document discusses listening and responding to others. It defines the differences between hearing and listening, outlines the listening process including attending, interpreting, responding and remembering. It also discusses obstacles to effective listening such as message overload, preoccupation and ineffective listening styles. The document provides tips for improving listening skills including looking, understanding details, identifying the listening goal, summarizing and transforming barriers into goals.

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mpham.kc15
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48 views25 pages

COM122 - Chapter 05

The document discusses listening and responding to others. It defines the differences between hearing and listening, outlines the listening process including attending, interpreting, responding and remembering. It also discusses obstacles to effective listening such as message overload, preoccupation and ineffective listening styles. The document provides tips for improving listening skills including looking, understanding details, identifying the listening goal, summarizing and transforming barriers into goals.

Uploaded by

mpham.kc15
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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INTRODUCTI

ON TO
COMMUNIC
Chapter 5: Listening and Responding to Others

ATION
FOCUS QUESTIONS

• How do listening and hearing differ?


• What’s involved in listening?
• What obstacles interfere with effective
listening?
• How does effective listening differ across
listening goals?
• How we can improve our listening skills?
WHAT DO
YOU DO
WITH YOUR
COMMUNICA
TION TIME
HEARING VS. LISTENING
HEARING VS. LISTENING

HEARIN LISTENI
Gprocess of just
Physiological NGof selecting,
Complex process
decoding sounds attending to, creating meaning from,
remembering, and responding to
verbal and nonverbal messages
PART 1

THE LISTENING
PROCESS
THE LISTENING PROCESS

Attending Interpreting Responding Remembering


THE LISTENING PROCESS
PART 2

Obstacles to Effective
Listening
Obstacles to Effective Listening
• Message overload
Situation Obstacles • Message complexity
• Environmental Distractions

• Preoccupation
• Prejudgment
• Lack of Effort
Internal Obstacles • Reacting to Emotionally loaded
• Language
• Not Recognizing diverse listening styles

• Selective listening
• Defensive listening
Forms of ineffective listening • Ambushing
• Literal listening
BARRIERS

Self Barriers

Information-processing Barriers

Context Barriers
Kinds of Listening

COMPREHENSIVE
LISTENING APPRECIATIVE
LISTENING EMPHATHETIC
LISTENING

SYMPHATHETIC
CRITICAL
LISTENING LISTENING
SYMPATHETIC Listening

SHARING of Feelings
EMPATHETIC Listening
True Understanding of how others are feeling

SENSITIVENESS

EMPATHY

NUANCES OF
EMOTIONAL
SIGNALS
LISTENING SKILLS
Look: Listen With Your Eyes

Listen: Understand Details and Ideas


– Identify your listening goal
– Mentally summarize the details
– Link Message details with major idea
– Practice
– Transform barriers into goals
RESPONDING WITH EMPATHY

• Emotional Intelligence
• Understanding Your Partner’s
Feelings/ Perspective
• Ask Questions
• Express support
• Paraphrase the Content
• Paraphrase Emotions
LISTENING STYLES
Listening Style: Preferred way of making sense out of spoken messages

Four Styles:
– Rational Listening Style
– Analytical Listening Style
– Critical Listening Style
– Task-oriented Listening Style
Discussion

1) Scenario 1: Bob and Barbara carpool to the school where they are both teachers. Barbara is late again
this week. Finally, she arrives at Bob's house. She begins to say something about her two-month-old girl
awakening continually throughout the night. She doesn't even get her sentence completed before Bob cuts
her off, "It seems like your alarm clock must be on the wrong time again. Then he sees the confused look
on Barbara's face.

Why did Barbara look puzzled? What did Bob do to cause the confusion?
Discussion

2) Scenario 2: Chris is so upset about his monthly sales report for his district that he does not pay attention
to Mr. Smith's directions. Although Chris turns in a nicely written report, he does not include information
about clients and costs, which Mr. Smith told him to Include.

What listening style would have been most helpful for Chris?
Discussion

3) Scenario 3: At a publicity meeting for a new product. Lauren says to Jill and Emily, 'The winter season
is a peak time for this company. We are very fortunate to be able to bring this new product out at this time.
But we're going to have to increase the number of businesses we call on. I've revised our campaign plan. I
want you all to make forty calls a day.' Jill and Emily nod in agreement. No questions are asked. Before
they leave her office, Lauren gives a quick summation. She says. "Thanks for your help. I think this week
you can each manage forty calls." Jill says, "Forty? I thought you meant twenty calls each!"

What led to the confusion? What saved Jill and Emily from making a terrible mistake?
What should Jill and Emily ask before leaving the meeting?
Thank you!

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