1. Listening Notes

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

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

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

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

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

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

13. 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.

14. 4 ways to listen….

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

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

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

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

19. 7 Roadblocks to Effective Listening

20. 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.

21. 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.

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

23. 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.

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

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

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

27. Filters that Distort

28. Education
Age
Family
Emotions
Religion
Biases
Attitude
Physical Condition
Morals
Experience

29. Listening in the Workplace

30. 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??

31. 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.”

32. 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.”

33. 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.

34. 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.

35. 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.

36. 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.

37. 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

38. 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.

39. 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.

40. 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.

41. 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.

42. 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.