05a listening.pp tlistening-souza

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05a listening.pp tlistening-souza

  1. 1. Listening & Responding HCOM-100 (Beebe & Ives, 2004, pg102)
  2. 2. Communication Principles (Beebe & Ives, 2004, pg105)
  3. 3. Listening & Responding Preview <ul><li>The principle of Listening and Responding </li></ul><ul><li>How we listen </li></ul><ul><li>Listening goals </li></ul><ul><li>Listening barriers </li></ul><ul><li>Listening skills </li></ul><ul><li>Responding skills </li></ul><ul><li>Responding with Empathy </li></ul>
  4. 4. What You Do With Your Communication Time <ul><li>Speak = 30% </li></ul><ul><li>Read = 16% </li></ul><ul><li>Write = 9% </li></ul><ul><li>Listen = 45% </li></ul>(Beebe & Ives, 2004, pg 104)
  5. 5. How we Listen <ul><li>Listening v. Hearing </li></ul><ul><li>Selecting </li></ul><ul><li>Attending </li></ul><ul><li>Understanding </li></ul><ul><li>Remembering </li></ul><ul><li>Responding </li></ul>(Bachin & Beck, 1985, pg10)
  6. 6. Listening Barriers <ul><li>Self Barriers </li></ul><ul><ul><li>Self focus </li></ul></ul><ul><ul><li>Emotional noise </li></ul></ul><ul><ul><li>Criticism </li></ul></ul>(Beebe & Ives, 2004, pg109)
  7. 7. Listening Barriers <ul><li>Information Processing Barriers </li></ul><ul><ul><li>Processing rate </li></ul></ul><ul><ul><li>Information Overload </li></ul></ul><ul><ul><li>Receiver apprehension </li></ul></ul>
  8. 8. Listening Barriers <ul><li>Context Barriers </li></ul><ul><ul><li>Barriers of time and place </li></ul></ul><ul><ul><li>noise </li></ul></ul>
  9. 9. Listening Skills <ul><li>Stop: Turn Off Competing Messages </li></ul><ul><ul><li>Decentering </li></ul></ul><ul><li>Look: Listen With Your Eyes </li></ul><ul><li>Listen: Understand Details and Ideas </li></ul><ul><ul><li>Identify your listening goal </li></ul></ul><ul><ul><li>Mentally summarize the details </li></ul></ul><ul><ul><li>Link Message details with major idea </li></ul></ul><ul><ul><li>Practice </li></ul></ul><ul><ul><li>Transform barriers into goals </li></ul></ul>
  10. 10. Responding Skills <ul><li>Be Descriptive </li></ul><ul><li>Be Timely </li></ul><ul><li>Be Brief </li></ul><ul><li>Be Useful </li></ul><ul><li>Be Active </li></ul>
  11. 11. Responding with Empathy <ul><li>Emotional Intelligence </li></ul><ul><li>Understanding Your Partner’s Feelings </li></ul><ul><li>Ask Appropriate Questions </li></ul><ul><li>Paraphrase the Content </li></ul><ul><li>Paraphrase Emotions </li></ul>(Beebe & Ives, 2004, pg119)

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