Listening
“To listen actively to another human being may the greatest
gift you can give a person. The power to listen is a
remarkably sensitive skill, perhaps the greatest talent of the
human race.”
– Meyers & Meyers
“The greatest compliment that was ever paid me was when
one asked me what I thought, and attended to my answer.”
–
Thoreau
7/1/2016
Phillip G. Clampitt, Ph.D.
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1. What art the characteristics of
effective and ineffective listeners?
Effective Listeners
7/1/2016
Ineffective Listeners
Phillip G. Clampitt, Ph.D.
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2. Why is listening important?
Time
Immediate impact
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Learning
Enhances memory
Longer term consequences
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Respect
Dependability
Persuasiveness
“Interesting”
Phillip G. Clampitt, Ph.D.
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3. What is listening?
“Listening is a process of taking what you
hear & organizing it into verbal units to which
you can apply meaning” – Blaine Goss
Example – “Itrainedlastnight”
Phases
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Signal Processing – segment structures
Literal Processing – simple interpretation
Reflective Processing – critical analysis,
appreciation
Phillip G. Clampitt, Ph.D.
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Listening Skills
Level 2 (Reflective)
Level 1 (Literal)
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Get main ideas
Get central theme
Retain pertinent
content
Resist reactions to
emotional language
Follow instructions &
directions
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Phillip G. Clampitt, Ph.D.
Judge relevancy
Predicting what will
happen next
Identify speaker attitudes
Judge validity of ideas
Discriminate between
fact & inference
Understand imagery
implied by the words
Detect personality profile
Detect patterns in
thinking style
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4. What are common myths
about listening?
Listening is a natural process
Hearing & listening are the same
Message sent = message received
The speaker is primarily responsible for
the success of the communication
7/1/2016
Phillip G. Clampitt, Ph.D.
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5. What are barriers to listening?
Word meanings
Disconfirming responses
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Impervious response
Interrupting response
Irrelevant response
Tangential response
Impersonal response
Focus on details
Tortoise & Hare Factor
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Phillip G. Clampitt, Ph.D.
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Barriers cont.
Physical barriers
Premature evaluation
Unclear purpose
Emotional reactions
Expectations/perceptions
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Phillip G. Clampitt, Ph.D.
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6. Improving Listening skills
Focus on content, not delivery
Work at listening
Do something about distractions
Focus on understanding, then evaluation
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Say-it-back
3 Question Technique
Mirror Technique
Inquire about the meaning of key words
Use the Tortoise & Hare Factor to your benefit
Be aware of your own biases/expectations
7/1/2016
Phillip G. Clampitt, Ph.D.
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Listening Exercise
Issue
Yes
No
Teen abortion without parent’s consent?
Mandatory drug testing on the job?
Legalize prostitution?
Death penalty for repeat rapist?
The war in Iraq was a bad idea?
Limit CEO salaries and compensation?
Environmentalist have too much sway on US policy?
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Phillip G. Clampitt, Ph.D.
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