effective listening 2

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 attach

meaning to

stimuli

You storefor

futurereference

Five-Step Process of Listening

Evaluating ● ____________ ●

You separatefact from

opinion andevaluate the

quality 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 Listening

Control 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 Code Your Semantic Code

Guidelines for Effective Listening

Control the EnvironmentBe AlertBe Mentally PreparedBe Emotionally Prepared

Guidelines for Effective Listening

Control the EnvironmentBe AlertBe Mentally PreparedBe Emotionally PreparedJudge content, not delivery

Guidelines for Effective Listening

Control 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, factsBeing 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 NonverbalCommunication Skills

Be Aware