Chapter 4
Becoming a Better Listener
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Benefits of Effective Listening
 Workplace
benefits
Avoid misunderstandings
 Improve performance
 Enhance chances for advancement

 Classroom
benefits
Better grades
 See communication skills in action
 Create supportive environment

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The Process of Listening
Discriminative listening
 Comprehensive
listening
 Empathic listening
 Appreciative listening
 Critical listening
 Constructive listening

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Barriers to Effective Listening
 Situation
and speaker related
 Listener related
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Situation and Speaker Barriers
Noisy
environment
Message problems
Presentation style problems
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Listener Barriers
 Inattention
 Bad
habits
 Listening apprehension
 Emotional reactions
to words
 Attitudes
 Listening style preference
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Listening style preference
 People
Oriented
 Content Oriented
 Action Oriented
 Time Oriented
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Critical Listening Skills
 Evaluating
evidence and information
 Assessing credibility of sources
 Analyzing language use
 Examining rhetorical strategies
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Evaluating Evidence & Information
 Relevance

Directly related to issue
 Representativeness

Not exception to the rule
 Recency

Latest information available
 Reliability

Confirmed by independent, expert sources
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Facts, Inferences, Opinions
Facts
 verifiable
information
Inferences
 assumptions
from available data
Opinions
 involve
personal judgments
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Source Credibility
 Cite
sources of information
 Consider expertise
 Training
and experience
 Relevance to topic
 Determine
 Vested
trustworthiness
interest?
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Analyze Language Usage
Incomprehensible
language
Vague
language
Pseudoscientific jargon
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Examine Rhetorical Strategies
 Information
to back up emotional
appeals
 Lack emotional appeals when
appropriate
 Reasoning should make good sense
 Acknowledge alternative perspectives
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Critical Listening Red Flags
 No
objective evidence
 Sources not identified
 Sources questionable
 Inconsistent with what you know
 Claims of exclusivity
 Opinions passed off as facts
 Vague, incomprehensible language
 Blatant emotional appeals
 Outlandish promises or guarantees
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Oral Critiques
 Constructive
and supportive
 Begin with something positive
 Be specific
 Suggest improvements
 Be tactful
 Analyze speech, don’t criticize speaker
 End with something positive
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Evaluating Speeches: Overall
Considerations
 Commitment
 Adaptation
 Purpose
 Freshness
 Ethics
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Evaluating Speeches: Ethical
Considerations
 Responsible
knowledge of topic
 Respect for audience
 Concern about impact of speech
 Documents information
 Avoids inflammatory language
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Evaluating Speeches:
Considering Substance
 Worthwhile
topic
 Sufficient research
 Support for main ideas
 Appropriate use of testimony
 Sources specified
 Examples and narratives properly used
 Reasoning clear and correct
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Evaluating Speeches:
Considering Structure
 Introduction
arouses interest
 Introduction previews message
 Easy to follow
 Main points evident
 Transitions provided
 Conclusion summarizes message
 Conclusions gives you something to
remember
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Evaluating Speeches:
Considering Presentation
 Good
language usage
 Extemporaneous presentation
 Notes unobtrusive
 Enthusiastic, expressive delivery
 Good eye contact and body language
 Rate and loudness appropriate
 Effective presentation aids
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Guidelines for
Ethical Listening
 Pay
attention
 Be open-minded
 Put aside personal biases
 Provide honest feedback
 Look for what you can use
 Consider effect on others
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Listen to Others as
You Would Have
Them Listen to You
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