listening is the key to cimmunication
TRANSCRIPT
ListeningListening&&
RespondingResponding
Listening Is a complex process we use to make sense
out of what we hear It is also the process of selecting, attending,
understanding, remembering, & responding to sounds & messages.
Hearing Is a physiological process of decoding
sounds
SelectingSorting through various sounds that compete for
your attention Attending
Focusing on a particular sound or message Understanding
Assigning meaning to messages Remembering
Recalling information that has been communicated
Responding Confirming your understanding of a message
Listening to EnjoyListening to friends & relatives tell stories
Listening to LearnGetting directions to a friend’s house
Listening to EvaluateSorting through a persuasive sales pitch to
buy a new car Listening to Empathize
Listening to a good friend talk about the death of a cherished pet
Focusing on our personal agenda Emotional noise Criticizing the speaker Information rate Information overload External noise
Consciously become aware of the self-focus & shift attention
Use self-talk to manage emotions Focus on the message, not the messenger Use the difference between speech rate
and thought rate to mentally summarize the message
Realize when you or your partner is tired or distracted and not ready to listen
Take charge of the listening environment by eliminating the distraction
StopTune out distracting, competing messages
LookBecome aware of the speaker’s non-verbal
cues; monitor your own nonverbal cues to communicate your interest in the speaker
ListenComprehend the meaning of facts & details
in your partner’s messages
Understand your partner’s feelings Ask questions Reflect content by paraphrasing Reflect feelings by paraphrasing
Provide well-timed responsesSometimes immediate feedback is best; at
other times provides a just-in-time (JIT) response when it will do the most good
Provide meaningful informationSelect information that your partner can act
on rather than making vague comments or suggestions that are beyond his or her capabilities
Avoid unnecessary detailsAvoid information overload; don’t bombard
the listener with too much information; keep your comments focused on major point
Be descriptiveDon’t evaluate your listening partner; focus
on behavior rather than personality
THE END