1. Chapter Three: Listening
Lecture by: Chris Ross

2. The Importance of Listening
Most studies show listening to be the most important communication skill in everyone’s career
Employment interviews go better for those who listen more carefully
Ideal management skill: listening

3. Assumptions about Listening
Faulty Assumption 1: Effective Communication is the Sender’s Responsibility.
The burden of effective communication is both the sender and receiver.
Faulty Assumption 2: Listening is Passive.
Listening can be exhausting, ask a therapist!
Faulty Assumption 3: Talking has More Advantages.
You might say too much or you may get off task.

4. Assumptions about Listening
Faulty Assumption 4: Listening is a Natural Ability
Remember listening and hearing are not the same thing.

5. Barriers to Effective Listening
Environmental barriers
Physiological barriers
Psychological barriers
Preoccupation
Message overload
Egocentrism
Ethnocentrism
Fear of appearing ignorant

6. Listening Styles
Relational Listening => those who are most concerned with emotionally connecting with others.
Analytical Listening => those who are interested/concerned about attending to the full message before coming to judgment.
Task-Oriented Listening => inclined/most interested in getting the job done. Get to the point!
Critical Listening => desire to evaluate messages.

7. What’s Your Listening Style?
Complete the self-assessment on page 67

8. Listening More Effectively
Mindless Listening => occurs when we react to others’ messages automatically and routinely, without much investment.
Mindful Listening => giving careful and thoughtful attention and responses to messages we are given.

9. Listening More Effectively
Listening to Understand
Withhold judgment
Talk and interrupt less
Ask questions
Paraphrase
Attend to nonverbal cues
Take notes

10. Listening More Effectively
Listening to Evaluate
Analyze the evidence
Examine emotional appeals

11. Class Activity
Develop a list of ways you could overcome the greatest barriers that prevent you from listening more effectively.

12. Class Activity
In a group, use the listening styles below to describe a specific work situation in which this style would be effective and one situation in which the style would probably not be appropriate. Be able to defend your answers.