6-1

1-2 McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved. The Importance and Skill of Listening “If you think you know it all, then you haven’t been listening.” ~ La Rochefoucauld Chapter 6

6-3 Chapter Objectives Ask a friend to be a good listener or sounding board for you when you have something important to discuss with him or her. Use behaviors that demonstrate that you are a good listener or sounding board. Differentiate between positive and negative listening behaviors. Ensure your verbal and nonverbal messages are congruent. Accurately interpret other’s nonverbal messages.

6-4 What is Listening? Listening is an essential skill for success in work and in life. Truly effective listeners are hard to find. The act of listening demands attention, concentration, and effort. Listening is critical for effective communication. Listening, a critical component of the communication process, goes beyond merely hearing what another person is saying to constructing meaning from all the verbal and nonverbal signals the speaker is sending.

6-5 Different Types of Listening Passive listening occurs when one is trying to absorb as much of the information presented as possible. Attentive Listening occurs when one is genuinely interested in the speaker’s point of view. Active or empathetic listening is the most powerful level of listening and requires the largest amount of work on the part of the listener. “There’s a reason why God gave us two ears and only one mouth.” - Mark Twain

6-6 The Importance of Active Listening Active listening: Shows the speaker you are concerned. Leads to getting better information. Encourages further communication. Has the potential to enhance relationships. Can calm down someone who is upset. Invites others to listen to you. Leads to better cooperation and problem solving.

6-7 Active Listening and Organizations Improving individual listening skills leads to: –Higher levels of employee responsiveness. –Clearer understanding of organizational issues. –Increased employee commitment to quality. Improving managerial listening skills raises performance levels through responsive and creative problem solving.

6-8 Barriers to Effective Listening Lack of interest in the speaker’s subject. Daydreaming or becoming preoccupied with something else when listening. Becoming distracted by noise from telephone, other conversations, and the like. Concentrating on the speaker’s mannerisms or delivery rather than on the message. Detouring or thinking of another topic because of what the speaker has said.

6-9 Difficulty in Listening Factors Physiological limitations Inadequate background information Selective memory Selective expectation Fear of being influenced or persuaded Bias and being judgmental Boredom Partial listening and distractions

6-10 Difficulty in Listening Factors (continued) Rehearsing Selective perception Interference from emotions

6-11 Characteristics of Active Listening Show interest and be sincere in listening Ask questions if you do not understand completely Avoid distractions Use direct eye contact Do not interrupt Read both the verbal and nonverbal messages Be empathetic Paraphrase

6-12 Characteristics of Active Listening (continued) Evaluate the message after hearing the facts Concentrate on the message as well as the messenger Give feedback Listen with your entire body Don’t talk so much!

6-13 Nonverbal Communication 55% of the social meaning in a conversation is sent through nonverbal means such as: –Hand gestures –Rolling the eyes –Nodding the head –Looking away while someone is speaking Nonverbal communication is conveying meaning or expressing feelings consciously or subconsciously through means other than words.

6-14 Nonverbal Communication (continued) Nonverbal communication often contradicts verbal communication. Some people believe nonverbal messages hold more true meaning than the verbal message.

6-15 Nonverbal Communication (continued) Kinesics involves: –Body movement –Gestures –Posture Para-language refers to: –Tone of voice –Volume –Pitch –Speech rate

6-16 Nonverbal Communication (continued) Environment refers to: –Layout of the space or room –Lighting –Color scheme –Noise –Decorations Chronemics is the study of how human beings use and structure time. Proxemics is the study of what you communicate by the way you use interpersonal space. Haptics refers to the use of touch.

6-17 Common Nonverbal Behavior and Interpretations

6-18 Summary Listening is an essential skill for establishing and enhancing personal and professional relationships. Others are drawn to good listeners. Listening involves observing and interpreting nonverbal messages. Concentrating on sending and receiving the whole message (verbal and nonverbal) increases the likelihood for professional success and personal satisfaction.