Professional Documents
Culture Documents
WEEK
Message Chain
Listening is a deliberate process through which we seek to understand and retain aural stimuli
Depends on a complex set of skills that must be acquired Who we are affects what we listen to If information is important to us, we work harder to retain it
Listening Levels
Unethical Listeners
Fraudulent pseudolisteners (nodders) Monopolistic always want to be listened to, but never want to listen Completers fill in missed gaps with manufactured information Selective zero in only on parts that interest them Avoiders close their ears to information theyd rather not deal with Defensive assume others are criticizing Attackers wait for you to make a mistake
Feedback
Evaluative feedback Positive evaluative feedback Negative evaluative feedback Formative feedback Nonevaluative feedback Probing Understanding Supportive feedback I messages
Effects of Feedback
The feedback given by the respondent in any encounter strongly influences the direction and outcome of the interaction
Feedback usually increases the accuracy with which information is passed from person to person, as well as increases the time required to transmit information
Critical thinking
The careful thought process about what another person has just said to you The evaluation of the believability of the spoken message
Be ready to challenge and raise questions about what you are listening to Examine the evidence on which a conclusion is based and establish if valid or contains weaknesses and inconsistencies Listen carefully in an effort to determine if what you are listening to makes sense and is worth retaining or acting upon
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Face to face real-time, synchronous listening Telephone option of not having to share the same space when engage in real-time conversations Voice mail serial conversations with people in different locations and who dont hear our words when we speak them; asynchronous listening Caller ID allows us to decide who we want to listen to Call waiting makes it possible for us to not miss a call from someone important to us
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Realize that effective listening includes both nonjudgmental and critical responses
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Distractions
Emotions
Red-flag words
Physical factors Other people Speech-thought differential Attention checks Nonverbal behaviors that support listening Culture can interfere
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To understand content To retain content To analyze content To evaluate content To develop empathetic relationships
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Locate the central concepts in the speakers message Work to recall the concepts that are most important
Seek to identify key words and phrases that will help you accurately summarize the concepts being discussed
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Focus your attention Learn how to make certain you have understood what you have heard Aids to retain information
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Reserve judgment until the comprehension of the situation is complete Realize you have a choice; do not feel compelled to join the crowd Listen between the lines
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Empathetic listening can be used to help individuals understand their own situations and problems
Try to internalize the other persons feelings and see life through his or her eyes Acknowledge the seriousness of peoples problems Draw them out so that they can discuss a problem Show them that you understand the problem
Do not judge; reflect, consider, and restate your impression of the senders expressions
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Dialogic listening the awareness of what happens between people as they respond to each other, work toward shared understanding, and build a relationship