1. Copyright (c) Allyn & Bacon 2008 Essentials of Human Communication, 6/e Chapter Three: 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, in whole or in part, of any images;  Preparation of any derivative work, including the extraction, in whole or in part, of any images;  Any rental, lease, or lending of the program.

2. Copyright (c) Allyn & Bacon 2008 Chapter Three Goals Listen more effectively in all five techniques of listening Listen more effectively in all five techniques of listening Learn to adjust listening techniques Learn to adjust listening techniques Communicate an awareness of cultural and gender differences Communicate an awareness of cultural and gender differences

3. Copyright (c) Allyn & Bacon 2008 Human Communication The Stages of Listening

4. Copyright (c) Allyn & Bacon 2008 A Five-Stage Model of the Listening Process

5. Copyright (c) Allyn & Bacon 2008 Step One: Receiving, Hearing, Attending  Focus on verbals and nonverbals of speaker  Avoid distractions  Attend to immediate message and do not anticipate or pre-judge  Do not interrupt the speaker  Clarify mixed messages

6. Copyright (c) Allyn & Bacon 2008 Step Two: Understanding  Relate new information to what you already know  Attempt to see things from the speaker’s point of view  Ask questions  Rephrase to clarify a speaker’s ideas

7. Copyright (c) Allyn & Bacon 2008 Step Three: Remembering  Identify central ideas and support  Summarize message including key details  Repeat names and key concepts  Take notes  Identify and organize the speaker’s message

8. Copyright (c) Allyn & Bacon 2008 Step Four: Evaluating  Resist evaluating until you fully understand speaker’s view  Give the speaker the benefit of any doubts  Distinguish facts from inference  Identify biases, self-interests, and prejudices

9. Copyright (c) Allyn & Bacon 2008 Step Five: Responding Express support by giving verbal and nonverbal cues  through feedback  make an expression of support for speaker  by owning what you say with “I” messages

10. Copyright (c) Allyn & Bacon 2008 Human Communication Effective Listening

11. Copyright (c) Allyn & Bacon 2008 Human Communication Empathic listening is defined as…trying to understand what a person means, feels Empathic listening is defined as…trying to understand what a person means, feels Objective Listening is defined as…detaching oneself as much as possible in order to best understand the speaker Objective Listening is defined as…detaching oneself as much as possible in order to best understand the speaker

12. Copyright (c) Allyn & Bacon 2008 Steps to Empathic Listening Strive to understand the speaker’s viewpoint Strive to understand the speaker’s viewpoint Seek out the speaker’s thoughts and feelings Seek out the speaker’s thoughts and feelings Engage in two way conversation Engage in two way conversation Avoid “offensive listening”—hearing only bits and pieces Avoid “offensive listening”—hearing only bits and pieces Strive to listen objectively to friend and foe alike Strive to listen objectively to friend and foe alike

13. Copyright (c) Allyn & Bacon 2008 Human Communication Nonjudgmental and Critical Listening

14. Copyright (c) Allyn & Bacon 2008 Guidelines A Nonjudgmental Approach  Always keep an open mind  Avoid quick judgments and premature evaluations  Strive to not filter out difficult materials or simplify complex messages  Recognize your own tendency to interpret through personal biases  Avert sharpening—the tendency to increase importance of some parts of messages  Be alert to information or circumstances that require critical listening

15. Copyright (c) Allyn & Bacon 2008 Human Communication Surface Surface and Depth Listening and Depth Listening

16. Copyright (c) Allyn & Bacon 2008 Guidelines Deeper Listening  Focus on verbals and nonverbals  Listen for both content and relational messages  Take special note of statements that refer back to the speaker  Balance your listening between surface and underlying messages

17. Copyright (c) Allyn & Bacon 2008 Human Communication Active and Inactive Listening

18. Copyright (c) Allyn & Bacon 2008 Active Listening Techniques  Paraphrase the speaker’s meaning.  Express understanding of the speaker’s feelings.  Ask questions.

19. Copyright (c) Allyn & Bacon 2008 Listening Differences Culture and Gender  Language and accents may be different.  The meaning of nonverbal displays vary among cultures.  Tone and content of feedback varies according to person/situations.  Different norms of verbals and nonverbals.  Different feedback styles exist.

20. Copyright (c) Allyn & Bacon 2008 Human Communication Listening and Gender: A difference of socialization

21. Copyright (c) Allyn & Bacon 2008 Human Communication Men Lecture Lecture Seek facts Seek facts Desire respect Desire respect Interrupt more often Interrupt more often Change topics more often Change topics more often Women Talk, not lecture Talk, not lecture Build relationships Build relationships Want to be liked Want to be liked More patient More patient More sensitive to emotions More sensitive to emotions