Chapter 4 Becoming a Better Listener Copyright © Allyn & Bacon 2009 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

Benefits of Effective Listening Benefits of Effective Listening Workplace benefits Workplace benefits Avoid misunderstandings Avoid misunderstandings Improve performance Improve performance Enhance chances for advancement Enhance chances for advancement Classroom benefits Classroom benefits Better grades Better grades See communication skills in action See communication skills in action Create supportive environment Create supportive environment Copyright © Allyn & Bacon 2009

The Process of Listening Discriminative listening Discriminative listening Comprehensive listening Comprehensive listening Empathic listening Empathic listening Appreciative listening Appreciative listening Critical listening Critical listening Constructive listening Constructive listening Copyright © Allyn & Bacon 2009

Barriers to Effective Listening Situation and speaker related Situation and speaker related Listener related Listener related Copyright © Allyn & Bacon 2009

Situation and Speaker Barriers Noisy environment Noisy environment Message problems Message problems Presentation style problems Presentation style problems Copyright © Allyn & Bacon 2009

Listener Barriers Inattention Inattention Bad habits Bad habits Listening apprehension Listening apprehension Emotional reactions Emotional reactions to words Attitudes Attitudes Listening style preference Listening style preference Copyright © Allyn & Bacon 2009

Listening style preference People Oriented People Oriented Content Oriented Content Oriented Action Oriented Action Oriented Time Oriented Time Oriented Copyright © Allyn & Bacon 2009

Critical Listening Skills Evaluating evidence and information Evaluating evidence and information Assessing credibility of sources Assessing credibility of sources Analyzing language use Analyzing language use Examining rhetorical strategies Examining rhetorical strategies Copyright © Allyn & Bacon 2009

Evaluating Evidence & Information Relevance Relevance Directly related to issue Directly related to issue Representativeness Representativeness Not exception to the rule Not exception to the rule Recency Recency Latest information available Latest information available Reliability Reliability Confirmed by independent, expert sources Confirmed by independent, expert sources Copyright © Allyn & Bacon 2009

Facts, Inferences, Opinions Facts Facts verifiable information verifiable information Inferences Inferences assumptions from available data assumptions from available data Opinions Opinions involve personal judgments involve personal judgments Copyright © Allyn & Bacon 2009

Source Credibility Cite sources of information Cite sources of information Consider expertise Consider expertise Training and experience Training and experience Relevance to topic Relevance to topic Determine trustworthiness Determine trustworthiness Vested interest? Vested interest? Copyright © Allyn & Bacon 2009

Analyze Language Usage Incomprehensible language Incomprehensible language Vague language Vague language Pseudoscientific jargon Pseudoscientific jargon Copyright © Allyn & Bacon 2009

Examine Rhetorical Strategies Information to back up emotional appeals Information to back up emotional appeals Lack emotional appeals when appropriate Lack emotional appeals when appropriate Reasoning should make good sense Reasoning should make good sense Acknowledge alternative perspectives Acknowledge alternative perspectives Copyright © Allyn & Bacon 2009

Critical Listening Red Flags No objective evidence No objective evidence Sources not identified Sources not identified Sources questionable Sources questionable Inconsistent with what you know Inconsistent with what you know Claims of exclusivity Claims of exclusivity Opinions passed off as facts Opinions passed off as facts Vague, incomprehensible language Vague, incomprehensible language Blatant emotional appeals Blatant emotional appeals Outlandish promises or guarantees Outlandish promises or guarantees Copyright © Allyn & Bacon 2009

Oral Critiques Constructive and supportive Constructive and supportive Begin with something positive Begin with something positive Be specific Be specific Suggest improvements Suggest improvements Be tactful Be tactful Analyze speech, don’t criticize speaker Analyze speech, don’t criticize speaker End with something positive End with something positive Copyright © Allyn & Bacon 2009

Evaluating Speeches: Overall Considerations Commitment Commitment Adaptation Adaptation Purpose Purpose Freshness Freshness Ethics Ethics Copyright © Allyn & Bacon 2009

Evaluating Speeches: Ethical Considerations Responsible knowledge of topic Responsible knowledge of topic Respect for audience Respect for audience Concern about impact of speech Concern about impact of speech Documents information Documents information Avoids inflammatory language Avoids inflammatory language Copyright © Allyn & Bacon 2009

Evaluating Speeches: Considering Substance Worthwhile topic Worthwhile topic Sufficient research Sufficient research Support for main ideas Support for main ideas Appropriate use of testimony Appropriate use of testimony Sources specified Sources specified Examples and narratives properly used Examples and narratives properly used Reasoning clear and correct Reasoning clear and correct Copyright © Allyn & Bacon 2009

Evaluating Speeches: Considering Structure Introduction arouses interest Introduction arouses interest Introduction previews message Introduction previews message Easy to follow Easy to follow Main points evident Main points evident Transitions provided Transitions provided Conclusion summarizes message Conclusion summarizes message Conclusions gives you something to remember Conclusions gives you something to remember Copyright © Allyn & Bacon 2009

Evaluating Speeches: Considering Presentation Good language usage Good language usage Extemporaneous presentation Extemporaneous presentation Notes unobtrusive Notes unobtrusive Enthusiastic, expressive delivery Enthusiastic, expressive delivery Good eye contact and body language Good eye contact and body language Rate and loudness appropriate Rate and loudness appropriate Effective presentation aids Effective presentation aids Copyright © Allyn & Bacon 2009

Guidelines for Ethical Listening Pay attention Pay attention Be open-minded Be open-minded Put aside personal biases Put aside personal biases Provide honest feedback Provide honest feedback Look for what you can use Look for what you can use Consider effect on others Consider effect on others Copyright © Allyn & Bacon 2009

Listen to Others as You Would Have Them Listen to You Copyright © Allyn & Bacon 2009