Listening
owleydicey
SPC160Chapter6.pptxChapter 6 - Listening
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Listening
6
1
Learning Outcomes
Define listening
Identify three challenges of listening
Practice the steps involved in active listening
Employ strategies to respond effectively in different situations
LEARNING OUTCOMES
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COMM5 | CH6
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LO - 6.1
Define listening
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COMM5 | CH6
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Listening
Consists of complex affective, cognitive, and behavioral processes
Affective - Motivates one to attend to a message
Cognitive - Relates to understanding and interpreting a message’s meaning
Behavioral - Relates to responding with verbal and nonverbal feedback
People choose to listen for various reasons depending on the situation
LO 1
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COMM5 | CH6
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4
LO - 6.2
Identify three challenges of listening
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COMM5 | CH6
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Challenges to Effective Listening
Listening apprehension: Anxiety felt about listening
Makes it difficult to focus on the message
Listening style: One’s favored and unconscious approach to listening
May change based on the situation and goals for the interaction
Content-oriented listeners: Focus on and evaluate the facts and evidence
LO 2
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COMM5 | CH6
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Challenges to Effective Listening (continued 1)
People-oriented listeners: Focus on the feelings their conversational partners may have about what they are saying
Action-oriented listeners: Focus on the ultimate point the speaker is trying to make
Time-oriented listeners: Favor brief conversations
Use verbal and nonverbal cues to signal that the partner needs to be more concise
Preferred style is influenced by cultural and co-cultural identity
LO 2
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COMM5 | CH6
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Challenges to Effective Listening (continued 2)
Processing approach
Passive listening
Habitual and unconscious process of receiving messages
Active listening
Deliberate and conscious process of attending to, understanding, remembering, evaluating, and responding to messages
LO 2
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COMM5 | CH6
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8
LO - 6.3
Practice the steps involved in active listening
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COMM5 | CH6
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Steps for Active Listening - Attending
Process of willfully perceiving and focusing on a message
Poor listeners find it difficult to exercise control over what they attend to
Tend to drift to thoughts unrelated to the topic
LO 3
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COMM5 | CH6
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Steps for Active Listening - Attending (continued)
Techniques to become a good active listener
Getting physically ready to listen
Create an environment that reduces potential distractions
Adopt a listening posture
Resisting mental distractions
Hearing the person out
Stay focused on the message
LO 3
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COMM5 | CH6
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Steps for Active Listening - Understanding
Accurately interpreting a message
Strategies to improve listening to understand
Identifying the main point
Asking questions
Paraphrasing
Content paraphrase: Focuses on the denotative meaning
Feelings paraphrase: Focuses on the attached emotions
LO 3
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COMM5 | CH6
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Steps for Active Listening - Understanding (continued)
Empathizing
Empathetic responsiveness: Experiencing an emotional response parallel to the sender’s actual or anticipated display of emotion
Perspective taking: Using all details known about a sender and his or her circumstances to understand his or her feelings
Sympathetic responsiveness: Concern, compassion, or sorrow for another’s situation
LO 3
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COMM5 | CH6
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Steps for Active Listening - Remembering
Ability to retain and recall information
Improvement techniques
Repeating the information
Constructing mnemonics
Mnemonic device: Associates special words or short statements with new and longer information
Taking notes
LO 3
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COMM5 | CH6
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Steps for Active Listening - Evaluating
Process of critically analyzing a message to determine its truthfulness, utility, and trustworthiness
Involves determining:
The accuracy of facts
The amount and type of evidence used
How a position relates to one’s personal values
LO 3
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COMM5 | CH6
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Steps for Active Listening - Evaluating (continued)
Evaluation strategies
Separating facts from inferences
Facts: Statements that can be verified as true
Inferences: Assertions based on the facts presented
Probing for information
LO 3
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COMM5 | CH6
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Steps for Active Listening - Responding
Process of providing feedback
When responding, one must be respectful to the speaker
LO 3
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COMM5 | CH6
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LO - 6.4
Employ strategies to respond effectively in different situations
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COMM5 | CH6
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Listening Response Strategies
Provide appropriate nonverbal feedback cues while the speaker is talking
Nonverbal feedback cues: Verbal and nonverbal signals used to indicate to the speaker that a person is attending to and understanding the message
LO 4
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COMM5 | CH6
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Listening Response Strategies (continued)
Verbal feedback should be given after the speaker has finished
Offer specific strategies when providing emotional support, constructive criticism, and formal constructive speech critiques
Supportive responses: Create an environment that encourages another to talk about and make sense of a distressing situation
LO 4
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COMM5 | CH6
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6.1 Guidelines for Supportive Responses
LO 4
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COMM5 | CH6
Figure
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6.2 Guidelines for Critiquing Others
LO 4
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COMM5 | CH6
Figure
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Critiquing Guidelines for Components
Appropriateness of the speech for the target audience and use of facts and inferences, logic of the arguments, and the evidence used to support ideas
Content
Introduction, organizational pattern of main points, transitions, and conclusion
Structure
Use of voice and use of body
Delivery
Construction and integration
Presentational aids
LO 4
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COMM5 | CH6
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6.3 Examples of Effective and Ineffective Speech Critiques
LO 4
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HIST4 | CH6
Figure
KEY TERMS
Listening
Listening apprehension
Listening style
Content-oriented listeners
People-oriented listeners
Action-oriented listeners
Time-oriented listeners
Passive listening
Active listening
Attending
Understanding
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COMM5 | CH6
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KEY TERMS
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25
KEY TERMS (continued)
Question
Paraphrasing
Content paraphrase
Feelings paraphrase
Empathy
Empathic responsiveness
Perspective taking
Sympathetic responsiveness
Repetition
Mnemonic device
Remembering
Evaluating
Facts
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HIST4 | CH6
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COMM5 | CH6
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KEY TERMS (continued 1)
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KEY TERMS (continued 2)
Inferences
Responding
Nonverbal feedback cues
Supportive responses
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HIST4 | CH6
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COMM5 | CH6
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KEY TERMS (continued 2)
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Summary
Listening consists of affective, cognitive, and behavioral processes
Steps involved in active listening are attending, understanding, remembering, evaluating, and responding
One should offer specific strategies when providing emotional support, constructive criticism, and formal constructive speech critiques
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Copyright ©2018 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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SUMMARY
COMM5 | CH6
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Copyright ©2018 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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COMM5 | CH6
Copyright ©2018 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
