1. Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.
Chapter 7
Listening

2. Section 1 THE NATURE OF LISTENING
Interplay
Section 1 THE NATURE OF LISTENING
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

3. Listening: How Important Is It?
55% college student’s time
60% of executives’ time
At work:
Ability to listen effectively: “Ideal skill” for managers
At home
Listening = important ingredient of relational satisfaction
Listening to personal narratives, fundamental to humanity and well- being.
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

4. Listening, defined…
Listening: Process of making sense of others’ spoken messages.
Hearing: Process in which sound waves strike the eardrum and cause vibrations that are transmitted to the brain.
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

5. Mindless/Mindful Listening
Mindless listening: When we react to others’ messages automatically and routinely without much mental investment.
Why do the authors say that mindless listening can be valuable?
Mindful listening: Giving careful and thoughtful attention and responses to the messages we receive.
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

6. Section 2 REASONS FOR LISTENING
Interplay
Section 2 REASONS FOR LISTENING
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

7. To understand…
Listening fidelity: Degree of congruence between what a listener understands and what the message-sender was attempting to communicate.
Invitational attitude: Desire to learn more about perspectives other than our own.
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

8. To evaluate… Evaluating the quality of messages.
Mindful evaluation requires:
Motivation
Ability to analyze comments
Impartiality
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

9. To build and maintain relationships and help others…
Failure to listen = one of the most frequent communication problems seen in counseling.
Listening well: First and most important habit to teach children.
Salespeople, people who use persuasion, benefit from well- developed listening skills.
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

10. Section 3 CHALLENGES OF LISTENING
Interplay
Section 3 CHALLENGES OF LISTENING
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

11. Listening is Not Easy Information overload Personal concerns
Rapid thought
Noise
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

12. All listeners do not receive the same message
Physiological factor, social role, cultural background, personal interests, and needs shape and distort raw data we hear.
Research:
“Even the most active, empathic listener cannot … truly walk in another’s shoes.
Dyads only achieve 25-50% accuracy in interpreting or representing each other’ behavior.
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

13. Poor listening habits Pseudolisteners Stage hogs Selective listeners
Fill in gaps
Insulated listening
Defensive listening
Ambushers
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

14. Section 4 COMPONENTS OF LISTENING
Interplay
Section 4 COMPONENTS OF LISTENING
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

15. Components of Listening
Hearing: Physiological process
Attending: Psychological process.
We attend most carefully when there is a payoff for doing so.
Skillful communicators attend to speaker’s words and nonverbal cue.
Attending benefits the message sender.
Attempt to screen out distractions.
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

16. Components of Listening
Understanding
Syntactic and grammatical rules
Knowledge about the source of a message
Context of a message
Listener’s mental abilities.
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

17. Components of Listening
Remembering
Number of times the information is heard/repeated.
How much information is stored in the brain.
Whether the information may be “rehearsed” or not.
Research:
People only remember about half of what they hear immediately.
Within 2 months, 50% forgotten, leaving 25% remembered.
Loss begins immediately—within about 8 hours!
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

18. Components of Listening
Responding
Giving observable feedback to the speaker.
Good listeners show attentiveness through:
Eye contact
Appropriate facial expression
Answering questions
Exchanging ideas
Communication is transactional in nature!
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.

19. END OF SECTION CHAPTER CONTINUES IN PART TWO
Interplay
END OF SECTION CHAPTER CONTINUES IN PART TWO
Interplay, Eleventh Edition, Adler/Rosenfeld/Proctor
Copyright © 2010 by Oxford University Press, Inc.