Chapter 6
“Toward Effective Listening”
1
Why Learn About
Listening?
Most used communication skill
2
Effectiveness


Immediate = ½
8 hours later lose 1/3 to ½
3
Misconceptions
4
Listening and hearing are
the same

Hearing doesn’t imply understanding
5
Listening is easy or
automatic

It is complex and requires energy,
effort, and skill
6
Listening develops
naturally

Consists of learned skills and
behaviors
7
Anyone can listen well if
they really try

you may lack the skills or noises can
not be overcome
8
The speaker is responsible
for the message and success
of communication


Speaker and listener share
responsibility
Listener may have to compensate for
speaker’s lack of skill
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If that’s what you heard,
that’s what was said

Listeners can’t assume they heard
correctly and should use perception
checks
10
Attitude and listening are
unrelated

It’s an important factor in listening and
retaining information
11
People remember most of
what they hear

Listening and remembering are
related, but failure to remember may
not be due to faulty listening
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Section 2 “Developing
Listening Skills
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Types of Listening
Active Listening
 Transactional
 Rewards
14
Types of Listening
Passive listening
 No transaction
 No rewards
 Place responsibility on speaker
 Produces boredom
15
Types of Listening
Impatient listening
 Pay attention in short bursts
 Give V & NV cues at inappropriate
times
 Masks lack of concentration
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Types of Listening
Impatient Listening Types
1.
Anticipatory/anticipates what will be said
and plans response
2.
Defensive/goal is to argue or disagree
3.
Distracted/pays attention to first, assumes
what will be said, starts thinking about
something else
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Goals for Listening
Critical
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Goals for Listening
Critical

Skills
1.
Identify goal
2.
Gather info
3.
Focus on V
4.
Organize info
5.
Use perception checks
6.
Consciously store into memory
7.
Give feedback
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Goals for Listening
Deliberative
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Goals for Listening
Deliberative

Skills
1.
Identify goal
2.
Gather info
3.
Listen to evaluate
4.
Identify supporting info and emotional
appeal
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Goals for Listening
Deliberative

Skills
1.
Observe V & NV cues
2.
Analyze motivation
3.
Reflect on responses
4.
Give feedback – delay if needed
5.
Reserve judgment if unsure Make decision
when info is sufficient
22
Goals for Listening
Empathic
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Goals for Listening
Empathic

Skills
1.
Observe NV
2.
Monitor your understanding of speaker, message
and situation
3.
Analyze own response
4.
Use perception checks
5.
Paraphrase
6.
Ask questions to help speaker clarify
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Goals for Listening
Appreciative
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Goals for Listening
Appreciative
 Listen for fun
 Most often used in social situations
 Used to relax
 Can provide personal growth
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Goals for Listening
Appreciative

Skills

Expand knowledge
1.
Investigate styles
2.
Be familiar with background
3.
Avoid distractions
4.
Avoid judgment until performance is complete
5.
Give appropriate feedback
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What This Means to You
Listening isn’t easy or automatic. It
takes effort and hard work. You have
to set goals, and choose your style.
The rewards for listening are great;
the consequences of not listening can
be fatal.
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