Communication Chapter 7

Front 1

Challenges of Listening

Back 1

Hearing is not listening, Listening is not easy; hearing problems, personal concerns, rapid thought, noise; all listeners do not receive the same message, poor listening habits, information overload

Front 2

Torkel Klingberg says...

Back 2

we are in a constant state of information overload and as a result, must engage in serious multi-tasking to keep up

Front 3

Take Aways

Back 3

1. Ask Questions
2. Analyze (try and figure people out), all about your point of view
3. Evaluate (agree or disagree) "I know what you mean. My class is really hard and last week we found out..."
4. Advise (from own perspective) "You should drop that class now, while you can still get your refund"

Front 4

Effective Listening

Back 4

1. Limit your own talking
2. Become more comfortable with silence
3. Use nonverbal cues to show you're listening
4. Paraphrase the speakers

Front 5

Types of Paraphrasing

Back 5

1. Changing the speaker's wording
2. Offering an example
3. Describe the underlying theme

Front 6

Paraphrasing Content

Back 6

"This is what I think I heard you saying"

Front 7

Paraphrasing Feelings

Back 7

"You must feel..."

Front 8

Listening

Back 8

Process of receiving, interpreting and responding to spoken and non-verbal messages

Front 9

Hearing

Back 9

Process by which sound waves strike the eardrum and cause vibrations that are transmitted to the brain

Front 10

Reasons for Listening

Back 10

To understand and remember information, to evaluate the quality of messages, to build and maintain relationships, to help others

Front 11

Information Overload

Back 11

Spending so much time listening to information a day it makes it impossible to listen carefully to everything we hear

Front 12

Personal Concerns

Back 12

We are often wrapped up in personal concerns of more immediate importance to us than the messages others are sending, in this scenario listening often becomes a charade

Front 13

Rapid Thought

Back 13

Our minds are so active, although we are capable of understanding speech at such a high rate, the average person does speak at that capacity so it leaves us with a lot of spare time to spend wandering off when a person is speaking to us

Front 14

Noise

Back 14

Physical and mental worlds often present distractions that make it hard for us to pay attention to others, background noise

Front 15

Pseudo Listening

Back 15

imitation of the real thing, give the appearance of being attentive but their minds are elsewhere

Front 16

Stage Hogs

Back 16

Only interested in expressing their own ideas and don't care about what other people have to say, they allow you to speak from time to time but its only to take a breath and to use your sentences for the basis of their own chatter

Front 17

Selective Listeners

Back 17

Respond only to the parts of the speakers remarks that interest them, rejecting everything else

Front 18

Fill in the Gaps

Back 18

the practice of making up information to give the impression that one was listening and can recall the whole story

Front 19

Insulated Listening

Back 19

The tendency to avoid or fail to hear/ acknowledge certain topics

Front 20

Defensive Listening

Back 20

The habit of interpreting innocent comments as personal attacks

Front 21

Ambusher

Back 21

One who listens carefully but only to gather information that can be used to attack the speaker

Front 22

Silent Listening

Back 22

Staying attentive and non-verbally responsive without saying anything

Front 23

Questioning

Back 23

Asking the speaker for additional information

Front 24

Open Questions

Back 24

Allow a variety of extended responsives

Front 25

Closed Questions

Back 25

only allow a limited range of answers

Front 26

Sincere Questions

Back 26

Aimed at understanding others

Front 27

Counterfeit Questions

Back 27

disguised attempts to send a message, not receive one

Front 28

Paraphrasing

Back 28

Restating, in your own words, the message you thought the speaker sent

Front 29

Empathizing

Back 29

Showing that you identify with the speaker

Front 30

Supporting

Back 30

Revealing your solidarity with the speaker's situation

Front 31

Analyzing

Back 31

Offering an interpretation of a speaker's message

Front 32

Evaluating

Back 32

Appraising the speaker's thoughts or behaviour in some way

Front 33

Advising

Back 33

Providing the speaker with your opinion about what he or she should do