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58 Cards in this Set
- Front
- Back
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Listening |
process of selecting, attending to, creating meaning from, remembering, and responding to verbal and nonverbal messages |
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Hearing |
physiological process of decoding sounds |
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Selecting |
process of choosing one sound while sorting through various sounds competing for your attention |
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Attending |
process of focusing on a particular sound or message |
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Understanding |
process of assigning meaning to sounds |
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3 basic principles about how you assign meaning to words you hear |
1. people understand best if they can relate what they are hearing to something they already know 2. the greater similarity between individuals the greater the likelihood of more accurate understanding 3. you understand best what you also experience |
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Remembering |
process of recalling information |
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Responding |
process of confirming your understanding of a message |
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Listening Styles |
Relational Analytical Critical Task Oriented |
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Listening Style |
preferred way of making sense out of spoken messages |
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Relational Listening Style |
those who prefer to focus on the emotions and feelings communicated verbally and nonverbally by others |
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Analytical Listening Style |
those who withhold judgment, listen to all sides of an issue, and wait until they hear the facts before reaching a conclusion |
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Critical Listening Style |
those who prefer to listen for the facts and evidence to support key ideas and an underlying logic, they also listen for errors, inconsistencies, and discrepancies |
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Second Guessing |
questioning the ideas and assumptions underlying a message |
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Task Oriented Listening Style |
those who look at the overall structure of the message to see what action needs to be taken, they also like efficient, clear, and briefer messages |
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Listening Barriers |
being self absorbed unchecked emotions criticizing the speaker differing speech rate and thought rate information overload external noise listener appehension |
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Conversational Narcissism |
a focus on personal agendas and self absorption rather than on the needs and ideas of others |
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selective listening |
letting pre formed biases, prejudices, expectations, and stereotypes cause us to hear what we want to hear, instead of listening to what a speaker actually said |
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Emotional Noise |
form of communication interference caused by emotional arousal |
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Ambush Listener |
person who is overly critical and judgmental when listening to others |
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Listener apprehension |
the fear of misunderstanding, misinterpreting, or being unable to adjust to the spoken messages of others |
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How to Improve your Listening Comprehension Skills |
stop look listen |
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Stop Listening Skill |
tune out distracting competing messages |
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Stop Action |
become conscious of being distracted, use on task self talk to remain focused |
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Look Listening Skill |
become aware of the speaker's nonverbal cues, monitor your own nonverbal cues to communicate your interest in the speaker |
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Look Action |
establish eye contact, avoid fidgeting or performing other tasks when someone is speaking to you, listen with your eyes |
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Listen Listening Skill |
create meaning from your partner's verbal and nonverbal messages |
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Listen Action |
mentally summarize details, link these details with main ideas |
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Actions to take during the pre interaction phase of listening |
put your own thoughts aside be there mentally as well as physically make a conscious, mindful effort to listen take adequate time to listen, don't rush the speaker, be patient be open minded |
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Meta Message |
a message about a message, the message a person is expressing via nonverbal means about the message articulated with words |
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Effective Listeners |
just listen, they don't interrupt respond appropriately and provide feedback, both appropriate verbal and nonverbal feedback appropriately contribute to the conversation |
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5 ways to maximize your listening effectiveness |
1. determine your listening goals 2. transform listening barriers into listening goals 3. mentally summarize the details of the message 4. mentally weave these summaries into focused major point or a series of major ideas 5. practice listening to challenging material |
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Empathy |
emotional reaction that is similar to the reaction being experienced by another person |
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How to improve Empathic Listening Skills |
imagine what your partner is thinking imagine what your partners is feeling |
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Asynchronous Listening |
listening to a message communicated at another time |
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Social Decentering |
a cognitive process of thinking about the other person's thoughts, values, background, and perspectives |
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3 Ways to socially decenter |
1. think how you would react in the given situation 2. think how the other person would react, based on what you know abut his or her previous experience and behavior 3. think how most people would react |
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5 Ways to be empathizing |
1. stop focusing on your own thoughts and needs and imagine what the other person is feeling 2. look for nonverbal cues that express emotion 3. listen for the meaning of words and the meaning behind the words 4. respond actively, not passively 5. experience the emotion of the other person |
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Compassionate Listening |
nonjudgmental, non-defensive, empathic listening to confirm the worth of another person |
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Active Listening |
the process of being physically and mentally engaged in the listening process and letting the listener know that you are engaged |
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Sympathy |
acknowledgment of someone else's feelings |
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How to Improve critical listening skills |
assess information quality separate facts from inference |
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Emotional Intelligence |
the ability to be aware of, to understand, and to manage one's own emotions and those of other people |
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Information Triage |
process of evaluating information to sort good information from less useful or less valid information |
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How to improve your responding skills |
ask appropriate questions accurately paraphrase provide well timed responses provide usable information appropriately adapt your responses |
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Inference |
conclusion based on speculation |
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Paraphrase |
verbal summary of the key ideas of your partner's message that helps you check the accuracy of your understanding |
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Accommodation Theory |
theory that all people adapt their behavior to others to some extent |
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How to Improve Empathic Responding Skills |
dont interrupt paraphrase emotions provide helpful social support |
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Social Support |
expression of empathy and concern for others that is communicated while listening to them and offering positive and encouraging words |
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How to improve confirming responses |
direct acknowledgment agreement about judgments supportive response clarifying response expression of positive feeling compliment |
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Confirming Response |
statement that causes another person to value himself or herself more |
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Disconfirming Response |
statement that causes another person to value himself or herself less |
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Agreement about judgments |
when you confirm someone's evaluation of something, you are also affirming that person's sense of taste and judgement |
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How to avoid disconfirming responses |
impervious response interrupting response irrelevant response tangential response impersonal response incoherent response incongruous response |
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Impervious Response |
when a person fails to acknowledge your statement or attempt to communicate, even though you know he or she heard you, you may feel a sense of awkwardness or embarrassment |
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Tangential Response |
one that acknowledges you, but that is only minimally related to what you are talking about |
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Incongruous Response |
when a verbal message is inconsistent with nonverbal behavior |
