Effective Listening1. Listening Facts

2. The Listening Process

3. Bad Listening Habits

4. Barriers to Effective Listening

5. Hearing vs. Listening

6. Types of Listening

7. Guidelines to Effective Listening

Listening Facts Most people spend at least ___% of

communication time listening Most people listen to and

understand only about a fourth of what is being

communicated

Listening Facts (con’t.)

85% of individuals rate themselves as average or worse listeners

Listening skills poorest when people interact with those closest to them. They interrupt and jump to conclusions more frequently

We ________ more rapidly than one can speak

Five-Step Process of Listening

________ __________ ____________

You get

stimuli

You attachmeanin

g to stimuli

You storefor

futurereferenc

e

Five-Step Process of Listening

Evaluating ____________

You separatefact fromopinion

andevaluate

thequality ofevidence

You reactonce

you’veevaluated

the message

Bad Listening Habits

Tunes out dry subjects Tunes out if delivery is poor Enters into argument Listening for only the facts

Sometimes you need to listen to what people are _____________.

Bad Listening Habits

Takes extensive notes Fakes attention Easily distracted Resists difficult material Reacts to emotional words _______________

Barriers to Effective Listening

Mainstream of Thought

__________

Self-__________

Selective_________

Listening is more than Hearing

Listening is _______; hearing is passive

Listening is _______; hearing is natural

Listening is intermittent; hearing is continuous

vs

Listening implies a choice.

You must choose to participate in the process

of listening.

Types of Listening

Content listeningCritical listeningEmpathic listening

Listening occurs at different levels for different situations!

Levels of ListeningCasual or Marginal

Levels of ListeningCasual or MarginalAttentive

Levels of ListeningCasual or MarginalAttentiveActive

Active Listening Behaviors

ParaphraseMirrorStateAskOffer

Guidelines for Effective ListeningControl the Environment

Controlling the Environment: Fight

Distractions

1. Close doors2. Turn off radios, TVs, CD players, etc.3. Move closer to the speaker4. Anticipate what will be said and summarize what has been said5. Don’t interrupt6. Hold your rebuttal

Controlling the Environment: Establishing a Climate

for Effective Communication

Establishing a Climatefor Effective

Communication

EvaluationControl

Strategy

NeutralitySuperiority

Certainty

Problem Orientation

Spontaneity

Description

EmpathyEquality

Provisionalism

Guidelines for Effective Listening

Control the EnvironmentBe Alert

Guidelines for Effective Listening

Control the EnvironmentBe AlertBe Mentally Prepared

Psychological Barriers

______

Feelings About the Subject Matter

Subject Matter

_______

Feelings AboutEach Other

A Shared Semantic Code

MyWorld of

__________

YourWorld of

__________

MyWorld of________

YourWorld of________

My Semantic CodeMy Semantic Code Your Semantic CodeYour Semantic Code

Guidelines for Effective ListeningControl the EnvironmentBe AlertBe Mentally PreparedBe Emotionally Prepared

Guidelines for Effective ListeningControl the EnvironmentBe AlertBe Mentally PreparedBe Emotionally PreparedJudge content, not delivery

Guidelines for Effective ListeningControl the EnvironmentBe AlertBe Mentally PreparedBe Emotionally PreparedJudge content, not deliveryProvide feedback

What Do Good Listeners Do? They Listen Actively by:

Listening for concepts, key ideas, facts

Being able to distinguish between evidence and argument, idea and example, fact and principle

What Do Good Listeners Do? They Listen Actively by:

Analyzing key points Looking for unspoken messages Keeping an open mind Asking questions that clarify Reserving judgment Taking meaningful notes

Nonverbal Communication

Facial expressions ___________________ Vocal characteristics Personal appearance ____________________ Use of time and space

Improving Nonverbal

Communication Skills

Be Aware