Human Communication: The Basic Course Twelfth Edition PowerPoint™ Presentations prepared by: Naomi Young University of California, San Diego Joseph A. DeVito Hunter College of the City University of New York

Chapter Four: Listening In Human Communication This multimedia product and its contents are protected under copyright law. The following are prohibited by law: any public performance or display, including transmission of any image over a network; preparation of any derivative work, including the extraction, in whole or in part, of any images; any rental, lease, or lending of the program. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Chapter Goals Learn About: Avoid the barriers to effective listening Adjust your listening so that it’s most effective for the specific situation Listen with sensitivity to cultural and gender variations Learn To: Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved. 3

Task and Relationship Benefits of Effective Listening Learning Relating Influencing Playing Helping Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Communication can go wrong at any of the five stages The Listening Process Understanding Remembering Evaluating Responding Communication can go wrong at any of the five stages Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

The Listening Process Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

If you have unimpaired hearing: Set up a comfortable context Speak at an adequate volume Phrase ideas in different ways Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Prepare yourself to listen Avoid distractions Pay attention to introductions Take notes in outline form Assume relevance Listen for understanding Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Cues to Lying Verbal and Nonverbal behaviors Liars hold back Liars make less sense Liars give a more negative impression Liars are tense (DePaulo et al., 2003; Knapp, 2008) Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Listening Barriers Distractions: Physical and Mental Biases and Prejudices Lack of Appropriate Focus Premature Judgment Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Styles of Effective Listening Empathic and objective listening Nonjudgmental and critical listening Surface and depth listening Polite and impolite listening Active and inactive listening Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Empathic and Objective Listening Punctuate from the speaker’s point of view Seek to understand both thoughts and feelings Avoid “offensive listening” Strive especially to be objective in listening to friends and foes alike Avoid trying to solve the problem Encourage the speaker to explore his or her feelings further Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Nonjudgmental and Critical Listening Keep an open mind Avoid filtering/ oversimplifying difficult messages Recognize own biases Avoid uncritical listening Recognize fallacies Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Listening Fallacies Weasel words Euphemisms Jargon Gobbledygook Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Surface and Depth Listening Focus on verbal and nonverbal messages Listen for content and relational messages Make note of speaker’s self-references Don’t disregard the literal meaning Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Polite and Impolite Listening Politeness often thought of as exclusive function of the speaker May be signaled through listening Polite listening: Avoid interrupting Use supportive listening cues Show empathy Maintain eye contact Give positive feedback Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Polite and Impolite Listening ‘Forced Listening’ (Cell Phone Usage) Avoid using cell phones where inappropriate Ex. restaurants, hospitals, theatres, museums, etc. Put phone on vibrate or voicemail when in the classroom When call cannot be avoided, speak quietly and briefly Do not take pictures of people who aren’t posing; erase picture if requested Avoid extended talking when reception is weak ask if this is a good time to call—a strategy that helps maintain autonomy Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Active and Inactive Listening Reflecting back perceived meaning to the speaker Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Techniques of Active Listening Paraphrase the speaker’s meaning Express understanding of speaker’s feelings Ask questions—ensure understanding Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Listening and Culture Language and Speech Nonverbal Behaviors Feedback Credibility Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Listening and Gender Women Men Build more rapport Interrupt more More listening cues More eye contact Often play down expertise Goal: To be liked Men Interrupt more Change topics/subjects more Like to show their expertise more Goal: Accord respect Generalizations about gender: Starting point for investigation, not airtight conclusions Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Four Listening Influences Language and speech Nonverbal behaviors Feedback Credibility Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Listening Power Powerful or powerless through listening behaviors Responding Adaptors Posture Note Taking Eye Focus Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.

Listening in Human Communication Knowledge to Action: Alternate and take two minutes to tell your neighbor about your weekend or the last movie you saw. While listening, practice active listening. How does it feel to do this? Copyright ©2012, 2009, 2006 Pearson Education, Inc. All rights reserved.