Slide 1
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Listening
Chapter Summary
The Importance of Listening
Barriers to Effective Listening
Listening Style Preferences
Approaches to Listening
Reasons for Listening
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 3
The Importance of Listening
Why is Listening Important?
“Listening is the most frequent––and, arguably, the
most important––type of on-the-job communication.”
Survey of Communication in Business Settings:
Listening: 32.7%
Speaking: 25.8%
Writing: 22.6%
Reading: 18.8%
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 4
Listening involves 5 steps
Hearing
Attending
Understanding
Remembering
Responding
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 5
Barriers to Effective Listening
Physiological Barriers
Hearing Problems
Rapid Thought
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 6
Barriers to Effective Listening
Environmental Barriers
Physical Distractions
Problems in the Communication
Channel
Message Overload
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 7
Barriers to Effective Listening
Attitudinal Barriers
Preoccupation
Egocentrism
Fear of Appearing Ignorant
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 8
Barriers to Effective Listening
Faulty Assumptions
Assuming That Effective Communication
is the Sender’s Responsibility
Assuming That Listening is Passive
Assuming That Talking Has More
Advantages than Listening
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 9
Barriers to Effective Listening
Sociocultural Differences
Cultural Differences
Gender Differences
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 10
Barriers to Effective Listening
Lack of Training
Most people do not listen well
There is a need for organized programs
to train people how to become better
listeners.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 11
Listening Style Preferences
Different Styles of Listening
People-Oriented
Action-Oriented
Content-Oriented
Time-Oriented
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 12
Approaches to Listening
Passive Listening
Involves a Mixture of Silence and
Prompts That Invite The Speaker to Keep
Going
Best Approach When the Spotlight is on
The Speaker
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 13
Approaches to Listening
Questioning
Questions That Make Statements or Offer Advice
Questions That Trap or Attack the Speaker
Questions That Carry Hidden Agendas
Questions That Seek “Correct” Answers
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 14
Ineffective Listening
Pseudo-Listening
Stage-Hogging
Selective Listening
Insulated Listening
Defensive
Listening
Ambushing
Insensitive Listening
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 15
Approaches to Listening
Paraphrasing
Paraphrasing Content
Paraphrasing Intent
Paraphrasing Feeling
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 16
Reasons for Listening
Listening for Information
Stop
Talking
Withhold
Be
Judgment
Opportunistic
Look
for the Main and Supporting Points
Take
Notes
Repeat
What You Heard
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 17
Reasons for Listening
Evaluative Listening
Seek
Information Before Evaluating
Consider
the Speaker’s Motives
Examine
the Speaker’s Supporting Data
Consider
the Speaker’s Credentials
Examine
Emotional Appeals
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 18
Reasons for Listening
Listening to Help
Use
Variety of Response Styles, As
Appropriate
Avoid
Take
Being Judgmental
Time
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
