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AdlerCH81.pptxChapter Eight
Listening: More Than
Meets the Ear
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Looking Out, Looking In
1
Listening Defined
Hearing versus listening
Hearing: the process in which sound waves strike the eardrum and cause vibrations that are transmitted to the brain
Listening: occurs when the brain reconstructs electrochemical impulses into a representation of the original sound and then gives them meaning
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Listening Defined
Mindless listening
A valuable listening strategy for many of the messages we receive
Mindful listening
For important messages
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Elements in the Listening Process
The listening process
Hearing
Attending
Understanding
Listening fidelity
Responding
Remembering
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
The Challenge of Listening
Types of ineffective listening
Pseudolistening
Stage-hogging
Selective listening
Insulated listening
Defensive listening
Ambushing
Insensitive listening
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
The Challenge of Listening
Why we don’t listen better
Message overload
Preoccupation
Rapid thought
Effort
External noise
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
The Challenge of Listening
Why we don’t listen better (continued)
Faulty assumptions
Lack of apparent advantages
Lack of training
Hearing problems
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Meeting the Challenge of Listening
How to listen well:
Talk less
Get rid of distractions
Don’t judge prematurely
Look for key ideas
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Types of Listening Responses
Listening responses
Prompting
Questioning
Sincere questions
Counterfeit questions
Paraphrasing
Factual information
Personal information
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Types of Listening Responses
Listening responses (continued)
Supporting
Types of support
Empathizing
Agreement
Offers to help
Praise
Reassurance
Avoid “cold comfort” responses
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Types of Listening Responses
Listening responses (continued)
Supporting (continued)
Guidelines for effective support:
Recognize that you don’t have to approve to support
Monitor the other person’s reaction to your support
Realize that support may not always be welcome
Make sure you’re ready for the consequences
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Types of Listening Responses
Listening responses (continued)
Analyzing
Guidelines for effective analyzing:
Offer tentative interpretations
Be sure the other person will be receptive to analysis
Be sure the motive for your analysis is truly to help
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Types of Listening Responses
Listening responses (continued)
Advising
Guidelines for effective advice:
Is the advice needed and wanted?
Is the advice given in the right sequence?
Is the advice coming from an expert?
Is the advisor a close and trusted person?
Is the advice offered in a sensitive manner?
Judging
Constructive criticism
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
Types of Listening Responses
Factors when choosing a listening response
Gender
The situation
The other person
Your personal style
Cengage Learning. Looking Out, Looking In, 15th Edition © 2016. All rights reserved.
