Listening
Chapter Five
After completing this chapter, you will be able to
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define listening and effective listening
explain the steps in the listening process
explain why listening is important to the
workplace
describe types of listening
read workplace cues through listening
describe barriers to effective listening
use strategies for effective listening
Hearing
A biological process created
when sound waves hit your
eardrums.
Listening
An active process that includes
receiving, interpreting,
evaluating, and responding to a
message.
Effective Listening
Occurs when the message sent
by the speaker is the same
message decoded by the listener.
The Listening Process
1.
2.
3.
4.
Receiving
Interpreting
Evaluating
Responding
Types of Responses
Ignoring the
speaker
Sending an
appropriate or
relevant
response
Why is listening important?
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It builds relationships.
It adds to success.
It creates a climate of support.
It encourages honest expressions of
concerns.
It fosters creativity.
It can lead to higher profits.
Types of Listening
1.
2.
3.
4.
Informational
Listening
Critical Listening
Creative Listening
Empathic Listening
Taking Notes
(Informational Listening)
Choose an appropriate style:
 list
 map
 key words
 outline
Pay attention to statements that begin:
 “Remember…”
 “The key point is…”
 “Watch for…”
Taking Notes
(Informational Listening)
Make the notes your own.
 Highlight.
 Underline.
 Change colors.
 Use symbols.
Ask for more information.
 Clarify your understanding.
 Look for gaps in information.
Synergy
Occurs when the individual
ideas of two or more persons
are combined or re-formed to
create something new.
Piggybacking
When someone else’s idea
inspires you to think of a related
idea of your own.
Active Listening
The ability to really recognize
another person's feelings and to
reflect those feelings back to the
speaker.
Why should we listen for
workplace cues?
You can learn what kind of talk
and behavior is acceptable in the
workplace, as well as what is not
acceptable in the workplace.
Front Stage vs. Backstage Behavior
“Hello, my name is
Randolfo, and I will
be your server
tonight. How is
everyone?”
“I’m sorry. We are out of
Salmon tonight but
the whitefish is very
nice.”
“Hey, Jake, quit hoggin’
the ketchup and send
it over here.”
“*^%*, I had three tables
mad at me because
Lee screwed up
ordering enough
salmon steaks this
week.”
Barriers to Effective Listening
(Interference)
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External Distractions
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Internal Distractions
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not listening because you are preparing to speak
Personal Bias
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worries, fatigue
Desire to Talk
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TV, construction, talking
jealousy, hatred, anger
Pseudo-listening
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pretending to listen
Strategies for Effective Listening
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Use thought speed.
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Pay attention to nonverbal cues.
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If you remain silent, the other person will fill up the gap with
useful information.
Use a paraphrase response.
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Notice facial expressions and gestures.
Use silence.
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Most people speak 120 – 150 wpm, yet listeners can process
speech at a rate of 350-400 wpm.
Clarify the message that the speaker has sent.
Be mindful.
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Empty your mind of distractions.
Summary
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Listening is an active process that includes receiving,
interpreting, evaluating, and responding.
Effective listening occurs when the message sent by the
speaker is the same message decoded by the listener.
Effective listening is important because it creates a climate of
support, encourages an honest expression of ideas and
concerns, and fosters creativity.
There are four main types of listening: informational, critical,
creative, and empathetic.
There are five common barriers to effective communication:
external distractions, internal distractions, your desire to talk,
personal bias, and pseudo-listening.
The following strategies can be used to become a more
effective listener: using thought speed, paying attention to
nonverbal cues, using silence, using a paraphrase response,
and being mindful.