Effective Listening 1. Listening Facts

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Effective Listening 1. Listening Facts

  1. 2. Effective Listening <ul><li>1. Listening Facts </li></ul><ul><li>2. The Listening Process </li></ul><ul><li>3. Bad Listening Habits </li></ul><ul><li>4. Barriers to Effective Listening </li></ul><ul><li>5. Hearing vs. Listening </li></ul><ul><li>6. Types of Listening </li></ul><ul><li>7. Guidelines to Effective Listening </li></ul>
  2. 3. Listening Facts <ul><li>Most people spend at least ___% of communication time listening </li></ul><ul><li>Most people listen to and understand only about a fourth of what is being </li></ul><ul><li>communicated </li></ul>
  3. 4. Listening Facts (con’t.) <ul><li>85% of individuals rate themselves as average or worse listeners </li></ul><ul><li>Listening skills poorest when people interact with those closest to them. They interrupt and jump to conclusions more frequently </li></ul><ul><li>We ________ more rapidly than one can speak </li></ul>
  4. 5. Five-Step Process of Listening <ul><li>________  __________  ____________  </li></ul>You get stimuli You attach meaning to stimuli You store for future reference
  5. 6. Five-Step Process of Listening <ul><li>Evaluating  ____________  </li></ul>You separate fact from opinion and evaluate the quality of evidence You react once you’ve evaluated the message
  6. 7. Bad Listening Habits <ul><li>Tunes out dry subjects </li></ul><ul><li>Tunes out if delivery is poor </li></ul><ul><li>Enters into argument </li></ul><ul><li>Listening for only the facts </li></ul><ul><li>Sometimes you need to listen to what people are _____________ . </li></ul>
  7. 8. Bad Listening Habits <ul><li>Takes extensive notes </li></ul><ul><li>Fakes attention </li></ul><ul><li>Easily distracted </li></ul><ul><li>Resists difficult material </li></ul><ul><li>Reacts to emotional words </li></ul><ul><li>_______________ </li></ul>
  8. 9. Barriers to Effective Listening <ul><li>Mainstream of Thought </li></ul>__________ Self- __________ Selective _________
  9. 10. Listening is more than Hearing <ul><li>Listening is _______; hearing is passive </li></ul><ul><li>Listening is _______; hearing is natural </li></ul><ul><li>Listening is intermittent; hearing is continuous </li></ul>vs
  10. 11. Listening implies a choice. You must choose to participate in the process of listening.
  11. 12. Types of Listening <ul><li>Content listening </li></ul><ul><li>Critical listening </li></ul><ul><li>Empathic listening </li></ul>
  12. 13. <ul><li>Listening occurs at different levels for different situations ! </li></ul>
  13. 14. Levels of Listening <ul><li>Casual or Marginal </li></ul>
  14. 15. Levels of Listening <ul><li>Casual or Marginal </li></ul><ul><li>Attentive </li></ul>
  15. 16. Levels of Listening <ul><li>Casual or Marginal </li></ul><ul><li>Attentive </li></ul><ul><li>Active </li></ul>
  16. 17. Active Listening Behaviors <ul><li>Paraphrase </li></ul><ul><li>Mirror </li></ul><ul><li>State </li></ul><ul><li>Ask </li></ul><ul><li>Offer </li></ul>
  17. 18. Guidelines for Effective Listening <ul><li>Control the Environment </li></ul>
  18. 19. Controlling the Environment: Fight Distractions <ul><li>Close doors </li></ul><ul><li>Turn off radios, TVs, CD players, etc. </li></ul><ul><li>Move closer to the speaker </li></ul><ul><li>Anticipate what will be said and </li></ul><ul><li>summarize what has been said </li></ul><ul><li>5. Don’t interrupt </li></ul><ul><li>6. Hold your rebuttal </li></ul>
  19. 20. Controlling the Environment: Establishing a Climate for Effective Communication
  20. 21. Establishing a Climate for Effective Communication Evaluation Control Strategy Neutrality Superiority Certainty Problem Orientation Spontaneity Description Empathy Equality Provisionalism
  21. 22. Guidelines for Effective Listening <ul><li>Control the Environment </li></ul><ul><li>Be Alert </li></ul>
  22. 23. Guidelines for Effective Listening <ul><li>Control the Environment </li></ul><ul><li>Be Alert </li></ul><ul><li>Be Mentally Prepared </li></ul>
  23. 24. Psychological Barriers ______ Feelings About the Subject Matter Subject Matter _______ Feelings About Each Other
  24. 25. A Shared Semantic Code My Semantic Code Your Semantic Code My World of __________ Your World of __________ My World of ________ Your World of ________
  25. 26. Guidelines for Effective Listening <ul><li>Control the Environment </li></ul><ul><li>Be Alert </li></ul><ul><li>Be Mentally Prepared </li></ul><ul><li>Be Emotionally Prepared </li></ul>
  26. 27. Guidelines for Effective Listening <ul><li>Control the Environment </li></ul><ul><li>Be Alert </li></ul><ul><li>Be Mentally Prepared </li></ul><ul><li>Be Emotionally Prepared </li></ul><ul><li>Judge content, not delivery </li></ul>
  27. 28. Guidelines for Effective Listening <ul><li>Control the Environment </li></ul><ul><li>Be Alert </li></ul><ul><li>Be Mentally Prepared </li></ul><ul><li>Be Emotionally Prepared </li></ul><ul><li>Judge content, not delivery </li></ul><ul><li>Provide feedback </li></ul>
  28. 29. What Do Good Listeners Do? They Listen Actively by: <ul><li>Listening for concepts, key ideas, facts </li></ul><ul><li>Being able to distinguish between evidence and argument, idea and example, fact and principle </li></ul>
  29. 30. What Do Good Listeners Do? They Listen Actively by: <ul><li>Analyzing key points </li></ul><ul><li>Looking for unspoken messages </li></ul><ul><li>Keeping an open mind </li></ul><ul><li>Asking questions that clarify </li></ul><ul><li>Reserving judgment </li></ul><ul><li>Taking meaningful notes </li></ul>
  30. 31. Nonverbal Communication <ul><li>Facial expressions </li></ul><ul><li>___________________ </li></ul><ul><li>Vocal characteristics </li></ul><ul><li>Personal appearance </li></ul><ul><li>____________________ </li></ul><ul><li>Use of time and space </li></ul>
  31. 32. Improving Nonverbal Communication Skills Be Aware Beware

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