1. Communication Embracing Difference Fourth Edition Chapter 3 Listening
Dunn and Goodnight
Chapter 3
Listening
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2. Hearing and Listening Hearing Listening
Physical ability to perceive sounds
Listening
Process of giving thoughtful attention to what we hear
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3. Factors That Interfere With Listening... Noise
Internal Noise
Our own thoughts or feelings that prevent us from listening to someone else’s message.
External Noise
Sounds or visual stimuli that draw our attention away from an intended message.
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4. Factors That Interfere With Listening... Delivery
A speaker’s particular style
Voice
Dress or appearance
Bodily movements
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5. Factors That Interfere With Listening...Language
Jargon
Highly specialized words used and understood by specific groups of people
Can be intimidating and make people tune out
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6. Factors That Interfere With Listening...Language
Words or phrases that offend
Ethnic slurs
Profanity
Sexist or homophobic remarks
Slanderous comments
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7. Factors That Interfere With Listening... Message Overload
Paying too much attention to details instead of the main message
Listen for central ideas and connections to discern the major theme.
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8. Factors That Interfere With Listening...Perceptions
Perceptions of ourselves and others can act as a barrier to listening.
If we feel threatened or insecure, defense mechanisms kick in and we tune out.
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9. Effective Listening... Active and Passive
Active Listening
Listening with a sense of purpose
Deciding in advance what is important to focus on in the message
Passive Listening
The only person involved in the message is the sender
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10. Effective Listening... Informational and Critical
Informational Listening
Allows us to focus on the content of the message to gain knowledge
Critical Listening
Allows us to evaluate the speaker’s message
Opportunity to offer constructive feedback
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11. Effective Listening... Empathy
Listening to understand what someone else is feeling
Looking at the situation from another person’s perspective
Being supportive
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12. Effective Listening... Remembering
Take the focus off ourselves and pay attention to the message and speaker
Important to retain the message for later use
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13. Responsive Listening Skills and Checking Our Perceptions
Questioning
Better understand another person’s message and get involved in interaction
Paraphrasing
Restate another person’s message in your own words.
Interpreting
Clarify and offer an alternative perspective
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