Effective Listening

1. Listening Facts 2. The Listening Process 3. Bad Listening Habits 4. Barriers to Effective Listening 5. Hearing vs. Listening 6. Types of Listening 7. Guidelines to Effective Listening

Listening Facts
Most

people spend at least ___% of communication time listening people listen to and understand only about a fourth of what is being communicated

Most

Listening Facts (cont.)

85%

of individuals rate themselves as average or worse listeners Listening skills poorest when people interact with those closest to them. They interrupt and jump to conclusions more frequently We ________ more rapidly than one can speak

Five-Step Process of Listening

You get stimuli You attach meaning to stimuli You store for future reference

________ __________ ____________

Five-Step Process of Listening

You separate fact from opinion and evaluate the quality of evidence

You react once youve evaluated the message

Evaluating ____________

Bad Listening Habits

Tunes

out dry subjects Tunes out if delivery is poor Enters into argument Listening for only the facts Sometimes you need to listen to what people are _____________.

Bad Listening Habits

Takes

extensive notes Fakes attention Easily distracted Resists difficult material Reacts to emotional words _______________

Barriers to Effective Listening

__________ Selective _________

Mainstream of Thought

Self__________

Listening is more than Hearing

Listening

is _______; hearing is passive Listening is _______; hearing is natural Listening is intermittent; hearing is continuous

vs

Listening implies a choice. You must choose to participate in the process of listening.

Types of Listening
Content

listening Critical listening Empathic listening

Listening occurs at different levels for different situations!

Levels of Listening
Casual

or Marginal

Levels of Listening
Casual

or Marginal Attentive

Levels of Listening
Casual

or Marginal Attentive Active

Active Listening Behaviors

Paraphrase
Mirror State Ask Offer

Guidelines for Effective Listening

Control

the Environment

Controlling the Environment: Fight Distractions

1. 2. 3. 4. Close doors Turn off radios, TVs, CD players, etc. Move closer to the speaker Anticipate what will be said and summarize what has been said 5. Dont interrupt 6. Hold your rebuttal

Controlling the Environment: Establishing a Climate for Effective Communication

Establishing a Climate for Effective Communication

Evaluation Control Strategy Neutrality Superiority Certainty Description Problem Orientation Spontaneity Empathy Equality Provisionalism

Guidelines for Effective Listening

Control Be

the Environment

Alert

Guidelines for Effective Listening

Control Be

the Environment

Alert Be Mentally Prepared

Psychological Barriers
Feelings About the Subject Matter

______

Subject Matter
Feelings About Each Other

_______

A Shared Semantic Code

My World of __________

My World of ________

Your World of ________

Your World of __________

My Semantic Code

Your Semantic Code

Guidelines for Effective Listening

Control Be

the Environment

Alert Be Mentally Prepared Be Emotionally Prepared

Guidelines for Effective Listening

Control

the Environment Be Alert Be Mentally Prepared Be Emotionally Prepared Judge content, not delivery

Guidelines for Effective Listening

Control

the Environment Be Alert Be Mentally Prepared Be Emotionally Prepared Judge content, not delivery Provide feedback

What Do Good Listeners Do? They Listen Actively by:

Listening

for concepts, key ideas, facts Being able to distinguish between evidence and argument, idea and example, fact and principle

What Do Good Listeners Do? They Listen Actively by:

Analyzing

key points Looking for unspoken messages Keeping an open mind Asking questions that clarify Reserving judgment Taking meaningful notes

Nonverbal Communication
Facial

expressions ___________________ Vocal characteristics Personal appearance ____________________ Use of time and space

Improving Nonverbal Communication Skills

Be Aware