1. Looking Out/Looking In Eleventh Edition
Chapter Seven:
Listening:
More than Meets the Ear
Ronald B. Adler, Russell F. Proctor II, and Neil Towne

2. Listening: More Than Meets the Ear

3. Listening More Than Meets the Ear
Listening is Important
Frequency
Relational Skill

4. Elements in the Listening Process
Hearing - Physiological
Attending - Psychological
Understanding - Making Sense
Responding - Observable Feedback
Remembering - Recalling
Brown titles from here on—Since they are titles shouldn’t they be formatted in Title Case rather than Sentence case? I vote “yes.”

5. Types of Ineffective Listening
Pseudolistening
Stage-Hogging
Selective Listening
Insulated Listening

6. Types of Ineffective Listening
Defensive Listening
Ambushing
Insensitive Listening

7. Why We Don’t Listen Better
Message Overload
Preoccupation
Rapid Thought

8. Why We Don’t Listen Better
Effort
External Noise
Hearing Problems

9. Why We Don’t Listen Better
Faulty assumptions: We Think…
We’ve Heard it all Before
Speaker’s Words are Too Simple/Obvious
Speaker’s Words are Too Complex
Subject is Unimportant or Uninteresting

10. Why We Don’t Listen Better
Lack of Apparent Advantages
Control
Admiration or Respect
Energy Release

11. Why We Don’t Listen Better
Lack of Training
Media Influences

12. Listening Better Talk Less Get Rid of Distractions
Don’t Judge Prematurely
Look for Key Ideas

13. Types of Listening Responses
Prompting
Questioning

14. Types of Listening Responses
Avoid Counterfeit Questions That...
Trap the Speaker
Are Tag Questions
Make Statements
Carry Hidden Agendas
Seek “Correct” Answers
Are Based on Unchecked Assumptions

15. Types of Listening Responses
Ask Sincere Questions
Questions that Clarify Thoughts and Feelings
Questions are Often Underused
People are Often Reluctant to Ask Questions
People Think They Already Understand so They Don’t Question
Again, drop word “Question” IMHO

16. Types of Listening Responses
Paraphrasing
Change the Speaker’s Wording
Offer an Example of What You Think the Speaker is Talking About
Reflect the Underlying Theme of the Speaker’s Remarks
Make blue title “Paraphrasing” to match grammatical form of following heads.

17. Types of Listening Responses
Use Paraphrasing When...
Problem is complex Enough
You Have Necessary Time and Concern
You are Genuinely Interested in Helping
You Can Withhold Judgment
Your Paraphrasing is Proportional to the Other’s Response

18. Types of Listening Responses
Supporting/Expressing Solidarity - Types
Agreement
Offers to Help
Praise
Reassurance
Diversion
I’d break line after “solidarity.”
On next line, say “Types of Supporting”?

19. Question: Which example below best illustrates a supportive response?
a. “Don’t worry about it. It will all be OK tomorrow.”
b. “Hey, it was only a job.”
c. “I understand. That would be hard for me too.”
d. “That’s nothing. Let me tell you what happened to this guy I know.”

20. Types of Listening Responses
Supporting: Potential Problems
Deny Others’ Right to Their Feelings
Minimize Significance of the Situation
Focus on “Then and There” Not “Here and Now”
Cast Judgment
Defend Yourself
Make first head “Supporting (cont.)”? [no need to say “expressing solidarity” again, IMHO
Note inconsistent capitalization in bullet list. Start each line with a capital letter?

21. Types of Listening Responses
Supporting: Guidelines
Approval not Necessary
Monitor Reaction
Support May not Be Welcome

22. Types of Listening Responses
Analyzing/Interpreting
Be Tentative
Have a Chance of Being Correct
Look for a Receptive Other
Be Motivated to Be Helpful

23. Question: When is it helpful to offer an analyzing response?
a. when your interpretation is offered tentatively, rather than as fact
b. when your analysis has a reasonable chance of being correct
c. when you’re sure the other person will be receptive to your analysis
d. all of the above

24. Types of Listening Responses
Advising: Offering a Solution
Be Accurate
Be Sure the Other Person is Ready
Advice is Best if the Other is Won’t Blame You
Deliver Supportively, in a Face-Saving Manner

25. Types of Listening Responses
Judging...
May be Appropriate if the Judgment is Asked For
May be Received Better if You Can Give Constructive Judgment

26. Choosing the Best Listening Response
Gender
Situation
Other Person
Personal Style

27. Paraphrasing
Jill and Mark illustrate the value of paraphrasing.