Chapter 14

Listening and Nonverbal Messages

Listening Situations

• One-on-one• Small group• Large group

Hearing and Listening

• Hearing is a physiological process and a passive activity.

• Listening is a mental process and involves understanding and retaining the message.

The Listening Process

• Hearing• Filtering• Interpreting• Responding• Remembering

Hearing

• A physiological process• A passive activity requiring no

conscious effort• A prerequisite for listening

Filtering

• The elimination of unwanted stimuli– Internal– External

• The focus on stimuli of specific interest

Interpreting

• The listener’s mind assigns meaning to the stimuli.

• Nonverbal and verbal cues are considered.

Responding

• A form of feedback that lets the sender know the message was received and understood

• Several types of responses

Remembering

Involves recall of information at a later time

Guidelines for Effective Listening

• Concentrate on the message.• Determine the purpose of the

message.• Keep an open mind.• Provide feedback.• Minimize note taking.• Analyze the total message.• Do not talk or interrupt.

Three Listening Modes

• Cautious listening• Skimming• Scanning

Barriers to Listening

• Anything that interferes with the listening process.

• Examples:– Physical distractions– Mental distractions– Health concerns– Nonverbal distractions– Inappropriate timing– Ineffective speech characteristics

Advantages of Effective Listening

• Builds relationships• Solves problems• Ensures understanding• Resolves conflicts• Improves accuracy

Nonverbal Communication

• Communicates without words

• Provides additional information to use when interpreting what is said

Nonverbal Communication

• May be unintentional• May be more honest than a

verbal message• Makes or helps make a first

impression• Is always present

Nonverbal Communication Considerations• Physical appearance

– Written message– The sender

• Body language• Space

– Size of an area– Proximity to another– Obstacles

• Time– Amount of time spent– Punctuality