Listening in a Multilingual World Chapter 4 Listening in a Multilingual World

Becoming a Conscious Listener What is listening? The process of hearing and interpreting messages An integral part of the communication process “You might hear me, but you aren’t listening!” What does this mean? Why do we need help with listening?

Listening Continuum Hearing Informational Listening Critical Listening Self-Reflexive Listening Conscious Listening

Hearing What is hearing? What affects the hearing process? The passive and physical process of listening We hear words, but don’t necessarily understand their meaning What affects the hearing process? Noise: any sound that disrupts or interferes with the delivery of a message Both physical and technological noise exist

Informational Listening Adds interpretation to the mix We assign meaning to the words we hear We listen for information Can be influenced by Cultural differences Gender differences Communication history

Critical Listening What is critical listening? The ability of a listener to deliberate on what is said by exploring the logic, reason, and point of view of the speaker. We begin to reflect on speaker credibility Credibility is also influenced by… The message and supporting data The motivation of the speaker

Self-Reflexive Listening In self-reflexive listening we… Listen for how what is said applies to own life Listen for ways the message reflects our Identity at work Personal goals Understanding of an issue or problem Sensitivity to the needs of others

Conscious Listening Emerges out of dialogue All communication partners listen for and reflect on how talk affects the whole group Takes into account shared vision, goals, and values of a relationship or team Creates a level of understanding that moves relationships forward

Listening in Business and Professional Contexts Listening in meetings Listening in conflict situations Listening to complaints Listening when asked for help

Listening in Meetings Listen primarily for information, but shouldn’t ignore the rest of the continuum Set a positive example by being attentive Don’t pass judgment; listen for information Use CCCD components to take notes Review material with speaker or other attendees Follow up if you need clarification or action

Listening in Conflict Situations Requires listening skills and patience Conflict is often situational, not personal Listen for… Acknowledging the conflict Areas of compromise Signs of conflict escalation

Listening to Complaints With legitimate complainers… Listen carefully and empathetically Remain neutral and repeat complaint to check for mutual understanding Ask for course of action and follow up With chronic complainers… Acknowledge complaints, but explain you cannot spend any additional time discussing Offer positive actions complainer can use

Listening When Asked for Help Let the person requesting help speak. Ask them what form they want the help to take. Offer the help they ask for if you feel comfortable. Keep the conversation private.