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Chapter Three: Listening in Human Communication

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Chapter Three Goals

 Define listening and understand the five stages of listening

 Describe the barriers to effective listening  Identify the styles of listening and listen in the

appropriate style for the situation  Communicate an awareness of cultural and

gender differences

Definition of Listening

In light of Facebook, Twitter, wikis, and blogs, there has been a need to expand the traditional definition of listening to encompass the amount of communication taking place online.

 Listening is the process of receiving, understanding, and responding to verbal and nonverbal messages.

Stages of Listening

 Receiving  Understanding  Remembering  Evaluating  Responding

Step One: Receiving, Hearing, Attending

 Note not only what is said, but what is omitted

 Focus attention of both verbal and nonverbal  Maintain role as listener  Avoid assuming you understand something

before the speaking is finished speaking

Step Two: Understanding

 Grasp both the thoughts and emotional tones  Relate new information to what you already

know  See things from the speaker’s point of view  Rephrase/paraphrase the speaker’s ideas

Step Three: Remembering

 What you remember is not what was said, but what you remember was said

 Memory is a reconstructive process  Focus your attention of the central ideas  Summarize the message in a more easily

retained form

Step Four: Evaluating

 Consists of judging the messages that you hear

 Resist evaluating until you fully understand speaker’s view

 Assume the speaker is of good will  Distinguish facts from opinions

Step Five: Responding

 Responses come in two forms 1) Responses while the speaker is speaking

2) Reponses made after the speaker is finished speaking

 Used varied backchanneling cues  Own your own responses with I-messages  Avoid problem-causing listening responses

 Distractions: physical and mental  Biases and prejudices  Lack of appropriate focus  Premature judgment

Listening Barriers

Styles of Effective Listening

 Empathic listening is defined as trying to understand what a person means and feels

 Objective Listening is defined as detaching oneself as much as possible in order to best understand the speaker

Steps to Empathic Listening

 Strive to understand the speaker’s viewpoint  Engage in two-way conversation  Seek out the speaker’s thoughts and feelings  Avoid “offensive listening”—hearing only bits

and pieces  Strive to listen objectively to friend and foe

alike

Guidelines for Nonjudgmental and Critical Listening  Always keep an open mind  Avoid quick judgments and premature

evaluations  Strive to not filter out difficult materials or

simplify complex messages  Recognize your own tendency to interpret

through personal biases  Avert sharpening—the tendency to increase

importance of some parts of messages

Guidelines for Depth Listening

 Focus on verbal and nonverbal messages  Listen for both content and relational

messages  Take special note of statements that refer

back to the speaker  Balance your listening between surface and

underlying messages

Active Listening Techniques

 Paraphrase the speaker’s meaning  Ask questions  Express understanding of the speaker’s

feelings

Listening Differences: Culture and Gender

 Language and accents may be different  The meaning of nonverbal displays vary

among cultures  Tone and content of feedback varies

according to person/situations  Different norms of verbals and nonverbals  Different feedback styles exist

Listening and Gender: A difference of socialization

Men  Lecture  Seek facts  Desire respect  Interrupt more often  Change topics more

often

Women  Talk, not lecture  Build relationships  Want to be liked  More patient  More sensitive to

emotions

End Show

Chapter Three Goals
Definition of Listening
Stages of Listening
Step One: Receiving, Hearing, Attending
Step Two: Understanding
Step Three: Remembering
Step Four: Evaluating
Step Five: Responding
PowerPoint Presentation
Listening Barriers
Styles of Effective Listening
Steps to Empathic Listening
Guidelines for Nonjudgmental and Critical Listening
Guidelines for Depth Listening
Active Listening Techniques
Listening Differences: Culture and Gender
Listening and Gender: A difference of socialization
End Show