1. Copyright © 2010, 2007, 2004 Pearson Education, Inc 1 Prepared By: Renee Brokaw University of North Carolina, Charlotte 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 extraction, in whole or in part, of any images; Any rental, lease, or lending of the program.

2. Copyright © 2010, 2007, 2004 Pearson Education, Inc Unit 1 Principles of Communication 2

3. Copyright © 2010, 2007, 2004 Pearson Education, Inc Chapter 5 Listening and Responding 3

4. Copyright © 2010, 2007, 2004 Pearson Education, Inc What You Do with Your Communication Time 4

5. Copyright © 2010, 2007, 2004 Pearson Education, Inc Communication Principles for a Lifetime 5

6. Copyright © 2010, 2007, 2004 Pearson Education, Inc How We Listen Hearing –Physiological process Listening –Complex process 6

7. Copyright © 2010, 2007, 2004 Pearson Education, Inc Challenge Question Hearing refers to the _______ process of decoding sounds. A.Psychological B.Physiological C.Affective D.Behavioral 7

8. Copyright © 2010, 2007, 2004 Pearson Education, Inc Answer Hearing refers to the _______ process of decoding sounds. A.Psychological B.Physiological C.Affective D.Behavioral 8

9. Copyright © 2010, 2007, 2004 Pearson Education, Inc Five Elements of Listening Process Selecting Attending Understanding Remembering Responding 9 Stop! What do you hear? Focus Assign meaning Recall information Confirm understanding

10. Copyright © 2010, 2007, 2004 Pearson Education, Inc Listening Styles People-oriented Focus on emotions and feelings Communicate verbally vs. non-verbally Action-oriented Focus on function, brevity, organization, and accuracy Engage in second guessing Content-oriented Focus on detailed and complex information Time-oriented Focus on brief messages 10

11. Copyright © 2010, 2007, 2004 Pearson Education, Inc Listening Barriers Self-Barriers –Attending to internal dialogue vs. external messages Self-Focus –Become aware of the problem –Concentrate –Be active vs. passive 11

12. Copyright © 2010, 2007, 2004 Pearson Education, Inc Listening Barriers: Self-Barriers Emotional noise –Emotional arousal interferes with communication effectiveness Criticism –Negative judgments and attitudes 12

13. Copyright © 2010, 2007, 2004 Pearson Education, Inc Information Processing Barriers Processing Rate –People speak 125 words per minute –We process 600 to 800 Information Overload –Communication triage 13

14. Copyright © 2010, 2007, 2004 Pearson Education, Inc Challenge Question Almost all speakers can A.Speak faster than they can listen. B.Listen faster than they can speak. C.Speak and listen at the same time. D.Speak fast, but they don’t listen. 14

15. Copyright © 2010, 2007, 2004 Pearson Education, Inc Answer Almost all speakers can A.Speak faster than they can listen. B.Listen faster than they can speak. C.Speak and listen at the same time. D.Speak fast, but they don’t listen. 15

16. Copyright © 2010, 2007, 2004 Pearson Education, Inc Information Processing Barriers Receiver Apprehension –Fear of misunderstanding or misinterpreting message –Inability to psychologically adjust to messages Shifting Attention –Can you multi-task? –Men lock on a message –Women adept at shifting between messages 16

17. Copyright © 2010, 2007, 2004 Pearson Education, Inc Challenge Question Recent research seems to suggest that A.Men can shift listening between messages better than women can. B.Men are more likely than women to focus their listening to one message. C.Men and women can shift listening between messages equally well. D.Men and women both tend to focus their listening on one message. 17

18. Copyright © 2010, 2007, 2004 Pearson Education, Inc Answer Recent research seems to suggest that A.Men can shift listening between messages better than women can. B.Men are more likely than women to focus their listening to one message. C.Men and women can shift listening between messages equally well. D.Men and women both tend to focus their listening on one message. 18

19. Copyright © 2010, 2007, 2004 Pearson Education, Inc Context Barriers Time and Space –Time of day –Situation External Noise –Anything that interferes with listening to message Sounds, sights, smells, etc. 19

20. Copyright © 2010, 2007, 2004 Pearson Education, Inc Improving Your Listening Skills Set your thoughts aside Be there mentally Make a conscious effort Take time and be open-minded Try social-decentering –Experience other’s thoughts 20

21. Copyright © 2010, 2007, 2004 Pearson Education, Inc Improving Your Listening Skills: Listen with Your Eyes Meta-message –The message about the message Meta-communication –Communication about communication 21

22. Copyright © 2010, 2007, 2004 Pearson Education, Inc Improving Your Listening Skills: Identify Goal Listening to enjoy Listening to learn Listening to evaluate Listening to empathize 22

23. Copyright © 2010, 2007, 2004 Pearson Education, Inc Improving Your Listening Skills Summarize message details Link details with main points Listen to difficult material Identify your barriers and overcome them Don’t interrupt 23

24. Copyright © 2010, 2007, 2004 Pearson Education, Inc Improving Your Listening Skills: Active Listening Give full attention to others Focus on what is being said Expend energy in process Practice an alert posture Maintain eye contact Stop…Look…Listen 24

25. Copyright © 2010, 2007, 2004 Pearson Education, Inc Responding Skills Be descriptive Be timely Be brief Be useful 25

26. Copyright © 2010, 2007, 2004 Pearson Education, Inc Responding with Empathy Understand your partner’s feelings Ask appropriate questions Paraphrase message content –Restate partner’s message in your own words 26

27. Copyright © 2010, 2007, 2004 Pearson Education, Inc Improving Your Listening Skills: Paraphrase Emotions Understand partner’s emotional state –“So you feel…” Use your own words Be brief, specific and accurate Show social support 27