Chapter 6

Listening

• Outline the listening process and styles of listening

• List the reasons why we listen• Identify challenges to good listening and

their remedies• Identify attitudinal and ethical factors

that inhibit listening• Describe how context affects listening

Chapter Outcomes

•Hearing–Physiological, involuntary

process of perceiving sound•Listening

–The process of recognizing, understanding, and accurately interpreting and responding effectively to the messages you hear

How We Listen

• Selecting

• Attending

• Understanding

• Remembering

• Responding

The Listening Process

The Listening Process (cont.)

• Active listening – Requires active participation in making

choices about selecting, attending, and so on

• Passive listening – Means failing to make active choices

• Listening fidelity– How well the listener’s thoughts match

those of the message producer

• People-oriented listeners

– Listen with relationships in mind

• Action-oriented listeners

– Focus on tasks

Personal Listening Preferences

Personal Listening Preferences (cont.)

• Content-oriented listeners

– Evaluate what they hear

• Time-oriented listeners

– Consider efficiency most of all

• Meeting Listening Goals

– Informational listening

– Critical listening

– Empathic listening

– Appreciative listening

Why We Listen

• The Value of Listening Well

– Helps your career

– Saves you time and money

– Creates opportunities

– Strengthens relationships

Why We Listen (cont.)

• Listening barriers:

– Factors that interfere with our ability to comprehend information and respond appropriately

Listening Challenges

• Environmental factors include:– Loud noise, unpleasant temperatures,

visual distractions

• Hearing and processing challenges include:– Medical issues related to age, physical

condition

Listening Challenges (cont.)

Listening Challenges (cont.)

• Multitasking – Impairs our ability to focus on any one thing

• Boredom and overexcitement– Distract effective listening

• Attitudes about listening– Talking seems more powerful– Overconfidence and laziness– Listening apprehension

• Unethical Listening Behaviors– Defensive listening involves

responding with aggression without fully listening.

– Selective listening zeros in on bits of interesting information.

– Selfish listening means hearing only what will help listeners meet their own goals.•Monopolistic listening: listening to

control the interaction

Listening Challenges (cont.)

• Unethical Listening Behaviors (cont.)

– Hurtful listening may include attacking or ambushing.

– Insensitive listening means missing the emotional content of a message.

– Pseudolistening means pretending to listen by nodding or saying “uh-huh.”

Listening Challenges (cont.)

• Relational and situational contexts

• Cultural context• Technological context

Listening in Context