Chapter 4 Listening

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Chapter 4Listening

• Succeeding as a receiver

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Listening is the "receiving" part of
communication.

• A skill that requires conscious hearing
• We don't do it well
• 25 of what we hear is remembered

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What is the cost of poor listening?

• If each American prevented just one 10 mistake
  it would save

Over 1 Billion
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Rate Gap Between Speaking and Listening

• Listening spare time
• We speak 120 to 180 words per minute
• But we hear and process must faster

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How we hear and process

• Hear 50 words
• Tune In and Think
• Hear Next 60 Words
• Tune Out and Mind Wanders
• Hear Next 70 Words
• Tune Back In and Think

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What are the 4 Ways to Listen?

• Appreciative Listening
• Most basic -- music, nature, etc.
• Discriminative
• Single out sounds from a noisy environment
• Empathetic Listening
• Acting as a sounding board -- hear to offer
  solutions
• Critical Listening
• Evaluate if what you hear has value

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Why is listening difficult?

1. PROBLEM - Tune out dull topics - MEGO (my eyes
   glaze over)
2. PROBLEM - Fake attention
3. PROBLEM - Yield to distractions
4. PROBLEM - Criticize delivery or physical
   appearance

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Why is listening difficult?

• 5. PROBLEM - Jump to conclusions
• 6. PROBLEM - Overreact to emotional words
• 7. PROBLEM - Interrupt - quit listening when we
  speak

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Filters to Listening

• These will distort listening

Experience
Biases
Emotions
Family
PhysicalCondition
Age
Morals
Religion
Attitude
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Listening in Speeches

• xplorethink ahead
• nalyze message
• eviewthink about what has been said
• earchlook for hidden messages

E
A
R
S
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Listening in Conversations

• Show you are listening
• Eloquent Grunts
• Door Openers - "Go on", "Really?", "Oh?"

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Listening in the Workplace
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Being Introduced and Introducing Others

• How to remember names
• Repeat the name 2 or 3 times in your first
  conversation.
• Relate the person's name to something familiar.
• Develop a determination to remember.

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Professional Procedure

• Seniority counts

younger
older

• Introduce
• older
• to
• younger

Then Turn the Tables
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Introduction Steps

• Make eye contact
• Extend your hand
• Make a brief comment that includes the name
• "A pleasure to meet you, Mr. Smith"

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Accepting Criticism

• Don't tune out criticism
• Be coachable
• Overcome obstacles to criticism
• Put yourself in their shoes.
• Know that employers, teachers, coaches want to
  correct, not criticize.

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Ask for Explanations

• Get additional information
• Would you say that again?",
• "Excuse me, could you be more specific?
• Paraphrase for understanding
• Be sure you are actively participating

Communication is a two-way street
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Put it Down on Paper

• Memory alone can't guarantee understanding key
  points
• How to take notes
• Be prepared
• Get it down
• Don't write everything

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Recalling the Facts

• How does listening differ from hearing?
• What is the cost to America of poor listening?
• What happens because we speak at a different rate
  than we listen?
• How do we combat this?
• What are the four types of listening?
• What are the 7 deadly habits of poor listening?
• What in a speech can help listening?
• What can listeners do to help the speaker?
• What can you do to aid memory?

Looking Back on Page 108
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Vocabulary

• passive listening
• active listening
• appreciative listening
• discriminative listening
• empathetic listening
• critical listening
• filter
• testimonial

• false comparison
• jump on the bandwagon
• stack the deck
• name calling
• door opener
• paraphrase
• summarize

Speech terms on Page 85