1. Chapter 5 Listening and Responding
COMM 2011
Chapter 5
Listening and Responding
© 2011 Cengage Learning

2. Learning Objectives LO1 Define “listening”
LO2 Identify the five types of listening
LO3 Identify the five steps of the listening process

3. LO1
Define “listening”
© 2011 Cengage Learning

4. Listening “the process of receiving, constructing meaning from,
LO1
Listening
“the process of receiving, constructing meaning from,
and responding to spoken
and/or nonverbal messages.”
© 2011 Cengage Learning

5. Facts about Listening LO1
We spend 50% or more of communication time listening.
Fewer than 2% of us have had formal listening training.
Most of us remember about 50% of what we hear shortly after, and only 20% after two days.
LO1
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6. Identify the five types of listening
LO2
Identify the five types of listening
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7. Type of Listening LO2 Appreciate listening: Discriminative listening:
To listen for enjoyment
Discriminative listening:
To understand speaker’s meaning accurately
Comprehensive listening
To learn, remember, and recall what was said.
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8. Type of Listening LO2 Empathic listening: Critical listening:
To understand how someone feels
Critical listening:
To evaluate the worth of a message
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9. Identify the five steps of the listening process
LO3
Identify the five steps of the listening process
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10. Steps in the Listening Process
Attending
Understanding
Remembering
Evaluating
Responding
LO3
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11. The process of focusing on what a speaker is saying
LO3
Attending
The process of focusing on
what a speaker is saying
regardless of distractions
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12. Attending Get physically ready to listen
Resist mental distractions while you learn
Resist interrupting others
Hear a person out before you react
Observe nonverbal cues
LO3
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13. accurately to reflect the
LO3
Understanding
Decoding a message
accurately to reflect the
meaning intended
by the speaker.
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14. Understanding Ask questions to gain additional information
Paraphrase meaning to check your understanding.
Empathize with the speaker.
LO3
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15. Being able to retain information and recall
LO3
Remembering
Being able to retain information and recall
it when needed.
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16. Remembering Repeat the information Construct mnemonics Take notes LO3
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17. What is Listening?
LO3
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18. Critically analyzing what you have heard to determine its truthfulness
LO3
Evaluating
Critically analyzing what
you have heard to determine
its truthfulness
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19. Evaluating Analyze “facts” to determine if they are true.
Test inferences to determine whether they are valid.
LO3
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20. LO3
Responding
Supportive responses confirm the speaker’s feelings, and when we disagree, show respect for the speaker.
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21. Responses – Emotional Support
Clearly state that your aim is to help.
Express acceptance or affection; do not condemn or criticize.
Demonstrate care, concern, and interest in the other’s situation.
LO3
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22. Responses – Emotional Support
State that you are an ally.
Acknowledge the others’ feelings and situation as well as expressing your sympathy; do not condemn or criticize.
Assure the others that what he or she is feeling legitimate.
Use prompting comments to encourage the other to elaborate on his or her story.
LO3
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23. Responses – Critiquing Others
LO3
Use “I” language.
Use specific language and specific examples.
Find a point to agree with or something positive to say.
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24. The Five Aspects of Learning
LO3
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25. The Five Aspects of Learning
LO3
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26. A Good Critique
Content –the appropriateness of the speech to the audience, and use of facts and inferences.
Structure –introduction, transitions, organizational pattern, conclusion.
Delivery – voice, gesture, tone, visual aids.
LO3
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27. Effective and Ineffective Critiques
LO3
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28. Effective and Ineffective Critiques
LO3
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