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78 Cards in this Set
- Front
- Back
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Listening is...
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process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages
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Communication skills important in workplace because...
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in order to be promoted, display proper etiquette, and listen attentively
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Can communicate power through...
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verbal and nonverbal actions as well as through listening
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Five stages of listening...
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receiving, understanding, remembering, evaluation, and responding
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During receiving stage you...
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note what is said and also what is omitted
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Hearing begins and ends with....
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first stage of listening process
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Receiving can be effective if...(5 reasons)
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focus on speaker’s messages, avoid distractions, stay as the listener, and confront mixed messages
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Disclaiming is...
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form of feedforward in which you ask listeners to hear you favorably and without bias
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Hedging asks...
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that the listener separate from the message from the speaker
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Credentialing asks...
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listener to not disqualify the speaker for saying something that may be taken negatively
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Sin licenses asks...
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listener permission to deviate in some way from what is considered normal operating procedure
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Cognitive disclaimers asks...
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speaker as being in full possession of his/her faculties
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Appeals for suspension of judgment asks
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listener to delay your judgment until listener hears speaker out
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Understanding?
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grasping both the thoughts that are expressed and the emotional tone that accompanies them
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Understanding can be effective if...(3 reasons)
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listener relates speaker’s new info to what you already know, see from speaker’s POV, rephrase speaker’s idea
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In remembering stage, notetaking is...
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considered inappropriate in an interpersonal communication
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What you remember...
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is not what was actually said but what you think was said
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Remembering can be effective if...(3 reasons)
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Identify central ideas and major support advanced, summarize message in an easier-to-retain form, repeat names and key concepts to yourself aloud
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Evaluating?
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judging messages you hear
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May try to evaluate...
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speaker’s underlying intent or more for as a critical analysis
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Sin licenses asks...
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listener permission to deviate in some way from what is considered normal operating procedure
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Cognitive disclaimers asks...
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speaker as being in full possession of his/her faculties
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Appeals for suspension of judgment asks
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listener to delay your judgment until listener hears speaker out
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Understanding?
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grasping both the thoughts that are expressed and the emotional tone that accompanies them
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Understanding can be effective if...(3 reasons)
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listener relates speaker’s new info to what you already know, see from speaker’s POV, rephrase speaker’s idea
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In remembering stage, notetaking is...
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considered inappropriate in an interpersonal communication
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What you remember...
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is not what was actually said but what you think was said
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Remembering can be effective if...(3 reasons)
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Identify central ideas and major support advanced, summarize message in an easier-to-retain form, repeat names and key concepts to yourself aloud
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Evaluating?
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judging messages you hear
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May try to evaluate...
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speaker’s underlying intent or more for as a critical analysis
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Evaluating can be effective if you...
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Resist evaluating until you fully understand speaker’s POV, assume speaker is a person of goodwill and give speaker benefit of an doubt by asking to explain on issues you object to, distinguish facts from interference, opinions, personal interpretations, or biases by speaker
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Responding?
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responses you makes while speaker is talking and after they have stopped
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Back channelling cues are...
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messages (cues and gestures) that let speaker know you’re paying attention
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Responding can be effective if you...(3 reasons)
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Express support for speaker throughout the talk by using varied back channeling cues, express support for speaker in your final response, take ownership of your responses by stating your thoughts and feelings as your own using I-messages
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List the 4 listening barriers?
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distractions, biases/prejudices, lack of appropriate, and premature judgement
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list the 5 styles of effective listening
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1) empathic and objective listening
2) nonjudgmental and critical listening 3) surface and depth listening 4) polite and impolite listening 5) active and inactive listening |
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Empathic and Objective Listening is to...
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understand what a person means and what a person is feeling
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Two types of true empathy are...
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Thinking and Feeling empathy
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Thinking empathy...(definition)
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expressing an understanding of what the person means
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Feeling empathy...(definition)
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expressing your ability to feel what the other person is feeling
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Must listen with...
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objectivity and detachment
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To be effective in empathic/objective listening you should...
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Punctuate from the speaker’s POV, engage in equal, two way convo, seek to understand both thoughts and feelings (avoid offensive listening and be objective for both friends and foes
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Distractions are both...
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physical and mental
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Physical barriers include...
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include hearing impairment, noisy environment, or loud music
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Mental barriers include...
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thinking off topic or becoming too emotional to think and listen clearly
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Biases and prejudices will...(2 reasons)
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invariably distort listening (against groups or singles) and distort incoming messages that contradict assumptions,
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When you think listener has a prejudice...
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ask for a suspension of bias
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Lack of appropriate is when you...(3 reasons)
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Try not to get detoured from main idea, try to repeat the idea to yourself and see details in relation to main concept, anticipate how or what you are going to say prevents listener from hearing the rest of the message in full
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Premature judgment is...(2 reasons)
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Most obvious form; assuming you know what the speaker is going to say, common listener reaction is to draw conclusions or judgments on incomplete evidence
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Listening is...
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situational
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what does situational listening mean?
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type of listening that is appropriate will vary with the situation, each set of circumstance calling for a different combo of listening styles
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Nonjudgmental and Critical Listening is...
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Nonjudgmental: listening with an open mind
Critical listening: with a view toward making some kind of evaluation or judgment |
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Listening with an open mind will...
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help you understand the messages better
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Listening with a critical mind will...
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help you analyze and evaluate the messages
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Effective nonjudgmental and critical listening includes...
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Avoiding filtering out or oversimplifying difficult or complex messages, recognize your own biases, distorting message through assimilation, recognize and combat the normal tendency to sharpen (highlight, emphasize, embellish)
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Assimilation is...
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tendency to integrate and adapt what you hear or think to your own biases, prejudices, and expectations
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Most messages have more than one level of meaning. What does a level mean?
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total of opposite of literal meaning or totally unrelated
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To recognize other meanings, you must...
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engage in depth listening
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Depth meaning means to...
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go beyond the surface-level meaning (literal meaning) (ex: meaningful contact
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To regulate surface and depth listening, you must...(4)
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- focus on both verbal and non messages
- listen content and relational messages - make mental notes for later - disregard literal meaning of messages |
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Politeness can be signaled through...
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both speaker and listener
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A fews to politely listen is to...
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- avoid interrupting
- give supportive listening cues - show empathy - eye contact - positive feedback |
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Active Listening is...
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process of sending back to the speaker what you as the listener think the speaker meant
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Active listening also...
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stimulates speaker to explore feelings/thoughts
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Ways to actively listen...
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- paraphrase speaker's meaning
- ask questions - express understanding of speaker's feelings |
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Try to avoid (4 things) when actively listening...
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ordering, threatening, preaching, and advising messages
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Three cultural influences on listening...
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language/speech, nonverbal behaviors, and feedback
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Examples for language/speech cultural influences...(2)
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meanings and accents
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Examples for nonverbal behavior cultural influences...(2)
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display rules
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Gender listening differences...(3)
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rapport/report talk, listening cues, and amount/purposed of listening
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Preoccupied Listener?
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Listens to other things at the same time
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Static Listener?
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Gives no feedback, remains motionless
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Monotonous Feedback Giver?
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Seems responsive but the responses never vary
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Overly Expressive Listener?
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Reacts to just about everything with extreme responses
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Reader/writer?
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Reads or writes about matters having nothing to do with what the speaker is saying
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Eye Avoider?
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Looks all around the room and at others but never you
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Waiting Listener?
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Listens for a cue to take over the speaking turn
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Thought-Completing Listener?
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Listens a little and then finishes your thought
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