LISTENING AND RESPONDINGo Thoughtfully responding serves several purposes1. It tells a speaker how well we understand their message2. It lets the speaker know whether we agree or disagree with a message3. It validates the speaker; it lets the speaker know we’re “with” him or her.o All of these allow the speaker to adapt his or her communication more appropriately to ensure listeners understand the message
WE WILL REVIEW THREE SETS OF SKILLS FORRESPONDING TO OTHERS WHILE LISTENING Responding with verbal messages Responding with nonverbal messages Responding with empathic messages
VERBAL RESPONSESMESSAGES EXAMPLESLets the speaker know that you understand I understand. I see what you are the message saying. I’m confused. Can you give meLets the speaker know you need clarification another example?Lets the speaker know your interested and need more information I find what your saying fascinating. Do you mind going into more detail?Lets the speaker know you would like them to continue OK, then what happened?Lets the speaker know you would like to say something May I add something to what your saying?
EMPATHIC MESSAGESMESSAGE EXAMPLEAsk appropriate questions most What do you mean when of these questions serve one of four purposes you say ….?1. to obtain additional information2. to check how the other person feels3. to ask for clarification4. to verify you have reached an accurate conclusion Let me see if I got thisParaphrasing ( restating in your right… own words what you think another person is saying
HELPING OTHERS LISTEN EFFECTIVELY TO YOUHELPING OTHERS HELPING OTHERSSELECT YOUR AT T E N D TO YO U RMESSAGES MESSAGESMove closer to the other Make your messages person novelMake it ok for others to approach you Make your message stand outMake the information useful Make messages concreteShow how the information will benefitthem Make words vivid and clearAdapt messages to others beliefs Make messages moderateGive consideration on how yourmessage will be received in length Keep the listeners attention
HELPING OTHERS LISTEN CONT.HELPING OTHERS HELPING OTHERSUNDERSTAND YOUR REMEMBER YOURMESSAGE MESSAGEo Fit messages into o Use redundancy existing schemaSchema- a mental representation o Use memoryof knowledge joggerso Develop a new schema o Use the principleo Use listeners frame of primacy and of reference recencyTap into what the listeneralready knows People are more likely to remember information that is presented first or last