1. Listening

2. Listening ≠ Retention  spend 60% of the day listing and “remember” only 25%!  dynamic, multifaceted system

3. Components of Listening  Physiological  Cognitive  Affective  Behavioral

4. Cognitive Component  decoding  Retention/memory  Comprehension/understan ding

5. Affective Component  “degree to which people enjoy or dislike listening”  Listening anxiety  Willingness to listen

6. Behavioral Component  “behavioral processes associated with listening”  Verbal cues  Nonverbal cues

7. Behaviors EFFECT Listening Outcomes  Listener responses alter interaction  Generic  Specific  Different listening style’s lead to different outcomes

8. Listening Styles dictated in part by our “listening levers” adjustable Active Passive Reductive Expansive Critical Empathetic

9. Listening Types Comprehensive Empathetic Active Passive Reductive Expansive Critical Empathetic Active Passive Reductive Expansive Critical Empathetic

10. Types, cont. Critical Appreciative Active Passive Reductive Expansive Critical Empathetic Active Passive Reductive Expansive Critical Empathetic

11. Listening Well  Make a choice about why TYPE of listening you will use  Adjust your levers accordingly  Receive Appreciate Summarize Ask questions later