Listening and Thinking in the Communication Process

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Presentation transcript:

Listening and Thinking in the Communication Process Prepared for UHS 2052, UHS 2062 and SHP 1313 students at UTM Malaysia by: Siti Rokiah Siwok srsiwok@gmail.com

Something to ponder: “The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them” (Ralph Nichols)

Listening skills Most important activity in communication (53%-60%) Identified as one of the top communication skills employers seek at entry-level. Yet, listening skills is the activity which has been most neglected.

Listening It is a natural ability, there is no need to learn?

Listening vs Hearing

There are a lot of differences Hearing Listening Passive A complex process; closely related to thinking process, reasoning, comprehension and memory. An active process

Listening is… The active process of receiving, constructing meaning from, and responding to spoken or nonverbal message ( Sieler and Beall, 2011, page 142) Copyright © Allyn and Bacon 2008

…..is a highly complex, probably the most complex, human behavior. Listening….. …..is a highly complex, probably the most complex, human behavior. (Andrew D. Wolvin) Copyright © Allyn and Bacon 2008

Stages of Effective Listening Hearing Understanding Remembering Interpreting Evaluating Responding: Sending Feedback Copyright © Allyn and Bacon 2008

Hearing Hearing is a passive physiological process in which sound is received by the ear. For accurate reception, there is also a need for the listener to focus attention on the speaker, discriminate among sounds and concentrate. The rest of the process differentiates between hearing and listening.

Understanding Understanding may also be called comprehension, which means that we assign meanings to the stimuli that we hear. Thus understanding involves the processing of information and assigning meanings Prior knowledge and past experience play a big role; so are other factors. .

Remembering Involves memory Researchers suggest that working (short-term) memory and long-term memory are important. Different situations demand different types of memory.

Can we improve our memory both short and long term? Copyright © Allyn and Bacon 2008

Working Memory Long-Term Memory Improving Memory Repetition Chunking Logical Patterns Long-Term Memory Association Categorization Meaningfulness (mediation) Imagery Mnemonics Copyright © Allyn and Bacon 2008

Other ways to improve memory Identify central ideas in a message Summarizing the message Repeat names and key concepts to yourself, and if appropriate, aloud Ask questions when in doubt (De Vito, 2012)

Interpreting Listener tries to make sense of the information received. In the process of interpreting, Brownell suggest : Take into account of the context Let the speaker know you understand the message

Evaluating The listener analyses evidence, sorts the facts from opinion, determine the intent of the speaker, judges the accuracy of the speaker’s statements and conclusions At this stage, the listener also judges the accuracy of his or her own decisions.

Responding: Sending Feedback Responding is the listener’s overt behaviour that indicates to the speaker what has or has not been received Giving feedback is an important part of being an effective listener. Feedback helps to ensure understanding and helps speaker determine whether communication is successful.

The Importance of Effective Listening Copyright © Allyn and Bacon 2008

The Importance of Effective Listening Poor listening contributes to: Misunderstandings Personal, professional, and financial problems Incorrect assignments, missed appointments, lower grades Etc Copyright © Allyn and Bacon 2008

Better Listeners….. Enhance their job performance Get raises Have high status Have Power Get Promotions Improve their productivity Sypher, Bostrom & Seibert (1989), The Journal for Business Communication Harris (1989), Nation’s Business

What do we listen for?

Functions of Listening Listening to obtain information Listening to evaluate Listening with empathy Listening for enjoyment In each case, listening serves a different function and involves different skill. Copyright © Allyn and Bacon 2008

Critical listening and critical thinking To make choice and decision Critical thinking is the ability to analyse and assess information ( Robert Enis in Sieler and Beall, 2012) Critical thinking involves (1) assessing the speaker’s values and intent, and (2) Judging the accuracy of the speaker’s conclusions

Are you a good listener?

A person with Ineffective listening habits Thinks that the topic nor the speaker is of interest. Focuses on the speaker’s appearance or delivery. Listens only for details Tends to be easily distracted Fakes attention

A person with effective listening habits Keeps an open mind and find areas of interest. Overlooks speaker’s characteristics and concentrates on the contents. Listens for ideas Resists distractions Pays attention

How can we improve our listening competence? Copyright © Allyn and Bacon 2008

To Improve our listening competence… Be prepared to listen. Behave like a good listener. Take good notes. Ask questions to clarify information. Be an active listener Copyright © Allyn and Bacon 2008

Active listening habits Restatements Make summary Respond to non-verbals Respond to feelings

What are the barriers to listening?

Among the Barriers to effective listening: Uninteresting topic or speaker Criticizing speaker, not message Concentrating on details, not main ideas Avoiding difficult listening situations Failing to adjust to distractions Faking attention Copyright © Allyn and Bacon 2008

Listening and Technology: Does technology guarantee effective listening? Copyright © Allyn and Bacon 2008

Listening and Technology Technology can help us focus on the central point in a presentation Technology can help us become better listeners, but we have also to be aware of the likelihood that technology can be a distraction Copyright © Allyn and Bacon 2008

Cultural and listening Although different cultures have differences and similarities in listening, good habits transcends all cultures. Respect is one of the essential ingredients in effective listening skills. To be respectful and to be aware of the cultural differences are two good starting points in intercultural listening.

Main Reference: Seiler, W. J and Beall, M. L ( 2011). Communication. Making Connections ( 7th ed). Boston: Pearson De Vito, J. A. ( 2012). Human Communication. The Basic Course (12th ed). Boston: Pearson