Listening Notes

Difference between hearing & listening what was said; takes Hearing - automatic reaction of the senses and nervous system. Listening - Understanding  effort

Americans are poor listeners Studies show that, on average, we only remember ____ % of what we hear. 25

Why we remember so little…. We forget, ignore, distort, or misunderstand the majority of incoming messages.

One problem with listening... RATE GAP People speak 120 -180 words per minute Listen 6 times faster

Listening Spare Time Thinking time created by the ability to listen faster than people speak.

We listen carefully to things that are important to us EX. A 911 operator compared to chatting with your friend.

We hear what we want to hear and tune out what we don’t. Selective Listening We hear what we want to hear and tune out what we don’t.

4 ways to listen….

Appreciative Listening Most basic listening style Enjoying music, bird’s song, etc.

Discriminate Listening Used when you want to single out one particular sound from a noisy environment.

Encourages people to talk freely without fear of embarrassment. Empathic Listening Encourages people to talk freely without fear of embarrassment.

Evaluating what you hear and deciding if the message has value. Critical Listening Evaluating what you hear and deciding if the message has value.

7 Roadblocks to Effective Listening

Tune out Dull Topics Many listeners decide early on that a topic is going to be boring. Try to listen for something you can use yourself. Ex. joke, idea, quote, etc.

Faking Attention It’s appropriate to be courteous, but sometimes we take good manners to the extreme. Speakers need you to listen to what they say, not just look like you’re listening.

Yielding to Distractions Noises or movements often can affect our concentration.

Criticizing Delivery or Physical Appearance Some listeners become distracted by thinking things like,“How many times has she said the word ‘like’?” Remember that the content of his message is what counts, not his appearance.

Jumping to Conclusions Personal biases may cause a listener to ask too many questions, interrupt too often, or try to pick an argument.

Overreacting to emotional words People sometimes react to certain words or phrases that push our “hot buttons.”

Interrupting Try to see if you spend most of your listening time thinking about what you want to say.

Filters that Distort

Education Age Family Emotions Religion Biases Attitude Physical Condition Morals Experience

Listening in the Workplace

Introductions Remember names. A) Repeat name 2-3 times in the 1st conversation B) Relate name to something familiar C) Develop a determination to remember His Name??

Professional Etiquette A) Introduce older or more powerful person to the other, and then the 2nd person to the first. EX. “Mr. Johnson, I’d like you to meet my sister, Kim. Kim, I’d like you to meet my professor, Mr. Johnson.”

B) If you are being introduced… Make eye contact with the person you are meeting. Extend your hand in greeting. Make a brief comment that includes the person’s name. EX. “A pleasure to meet you, Mr. Smith.”

Accepting Criticism Although criticism hurts, keep an open mind and don’t take things personally. A) Always separate your job behavior from your ego B) Look objectively for any place for improvement.

Although criticism often distracts us by making us recall the incident rather than listen, remember that your boss knows the situation cannot be erased. She is mainly interested in seeing future improvements.

Ask for Explanations You may often need more information. A) Ask speaker something like, “Would you please clarify that?” B) If you suggest the speaker needs help with his speech, they may become offended.

Paraphrase the Message Repeating a message in your own words goes a step beyond asking questions. EX. “In other words, your view is….” A) Checks accuracy of speaker’s message B) Focus on content of what was said rather than any feelings.

Summarize the Message Goes one step beyond paraphrasing; you condense the points into a brief comment. EX. “What the manager said so far is…” Especially useful in situations involving conflict or complaints

Write down the message Taking notes will… Increase listening and you remember more. Increase chances you will review what has been said. Gives speaker positive feedback; you thought enough of his speech to write it down.

Tips for taking notes Be prepared. Keep pen and paper with you. Get it down and don’t worry about neatness - you can recopy notes later.

Don’t try to write everything down. Avoid complete sentences. Draw lines to connect ideas. Omit vowels. Develop your own shorthand with symbols, pictures, punctuation, and abbreviations.

EX. Glenna, lnch w/HP client, FRI 11:30 @ Macaroni’s Means: You and Glenna have a lunch meeting with a Hewlett Packard Customer on Friday at 11:30 am at Macaroni’s restaurant.

Emotional Appeals Used to arouse emotional reactions. Examples The humane society tells a moving story about abuse of pets in order to raise money for their shelter. Seeing and hearing about poverty stricken children with no shoes or clothes.