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LISTENING

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[ Our Agenda • The Nature of Listening

• Ways of Listening

• Common Barriers to Effective Listening

• Becoming a Better Listener

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[ The Nature of Listening Listening is the active process of making meaning out of another person’s spoken message

• Listening is active, not automatic

• Listening requires more than just hearing

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[ The Nature of Listening (Styles) People have various listening styles that represent differences in their goals for listening

• The people‐oriented style emphasizes concern for other people’s emotions and interests

• The action‐oriented style emphasizes organization and precision

• The content‐oriented style emphasizes intellectual challenges

• The time‐oriented style emphasizes efficiency

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[ The Nature of Listening (Importance) Listening effectively is important

• We spend much of our waking day listening

• Good listening skills are essential in the workplace, families, and social relationships

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[The Nature of Listening (Misconceptions) Misconceptions about listening

• Myth: Hearing is the same as listening

• Myth: Listening is natural and effortless

• Myth: All listeners hear the same message

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[The Nature of Listening (Culture and Sex) Culture and sex affect some dimensions of listening behavior

• Expectations for directness

• Nonverbal listening response

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[ Ways of Listening The HURIER model explains the stages of effective listening

• Hearing

• Understanding

• Remembering

• Interpreting

• Evaluating

• Responding

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[ Ways of Listening (Listening Types) People often engage in these types of listening:

• Informational listening

• Critical listening

• Empathic listening

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[ Ways of Listening (Informational) Informational listening means listening to learn

• We engage in informational listening when taking notes in class, watching the news, or paying attention to driving directions

• Informational listening is a relatively passive process

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[ Ways of Listening (Critical) Critical listening means listening to evaluate or analyze something

• We engage in critical listening when we pay attention to a commercial to see whether we want to buy a product

• Critical listening doesn’t necessarily mean criticizing what we are hearing; rather, it means evaluating what we are hearing

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[ Ways of Listening (Empathic) Empathic listening means trying to understand what the speaker is thinking or feeling

• Perspective‐taking helps us understand a situation from another’s point of view

• Empathic concern is the ability to identify how someone is feeling and to experience those feelings ourselves

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[ Ways of Listening (Online) Effective listening can occur online as well as face‐to‐face

• It is possible to find people online, such as in support groups, who can listen actively and empathically to what you have to say

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[Ways of Listening (Online Suggestions) To be an effective listener online, take note of these suggestions:

• Be attentive to what others are saying

• Remember that words can be misinterpreted

• Don’t be a lurker

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[Common Barriers to Effective Listening Noise is a barrier to effective listening

• Noise is anything that distracts us from listening to what we wish to listen to

• Some noise is physical

• Some noise is psychological

Digital Stock/Corbis, RF

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[Common Barriers to Effective Listening (Pseudolistening) Pseudolistening and selective attention are barriers to effective listening

• Pseudolistening means pretending to pay attention to someone

• Selective attention means listening only to what we want to hear

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[Common Barriers to Effective Listening (Information Overload) Information overload is a barrier to effective listening

• We are exposed to multiple messages daily

• It can be difficult to pay attention to particular messages when we have so many to process

• Information overload is especially common online

[Common Barriers to Effective Listening (Glazing Over) Glazing over is a barrier to effective listening

• People speak more slowly than we can listen, so our minds can wander when we listen to others

• Glazing over can cause us to miss important details, listen uncritically, and make it appear as though we are not listening

[Common Barriers to Effective Listening (Rebuttal Tendency) A rebuttal tendency is a barrier to effective listening

• Rebuttal tendency means debating a speaker’s point and formulating a reply while the person is still speaking

• A rebuttal tendency requires mental energy that should be spent listening and can cause us to miss details

[Common Barriers to Effective Listening (Closed‐Mindedness) Closed‐mindedness is a barrier to effective listening

• Closed‐mindedness is the tendency not to listen to anything with which you disagree

• Many people are closed‐minded only about certain issues, not about everything

[Common Barriers to Effective Listening (Competitive Interrupting) Competitive interrupting is a barrier to effective listening

• Competitive interrupting means using interruptions to take control of a conversation

• Most interruptions are not competitive

[ Becoming a Better Listener (Informational) Becoming a better informational listener

• Separate what is and is not said

• Avoid the confirmation bias

• Listen for substance more than style

[ Becoming a Better Listener (Critical) Becoming a better critical listener

• Be a skeptic

• Evaluate a speaker’s credibility

• Understand probability

[Becoming a Better Listener (Empathic) Becoming a better empathic listener

• Listen nonjudgmentally

• Acknowledge feelings

• Communicate support nonverbally