2. LISTENING AND RESPONDING
o Thoughtfully responding serves several purposes
1. It tells a speaker how well we understand their message
2. It lets the speaker know whether we agree or disagree with a message
3. 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
3. WE WILL REVIEW THREE SETS OF SKILLS FOR
RESPONDING TO OTHERS WHILE LISTENING
Responding with verbal messages
Responding with nonverbal messages
Responding with empathic messages
4. VERBAL RESPONSES
MESSAGES EXAMPLES
Lets the speaker know that you understand I understand. I see what you are
the message saying.
I’m confused. Can you give me
Lets 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?
6. EMPATHIC MESSAGES
MESSAGE EXAMPLE
Ask appropriate questions most What do you mean when
of these questions serve one
of four purposes you say ….?
1. to obtain additional
information
2. to check how the other person
feels
3. to ask for clarification
4. to verify you have reached an
accurate conclusion
Let me see if I got this
Paraphrasing ( restating in your right…
own words what you think
another person is saying
7. HELPING OTHERS LISTEN EFFECTIVELY TO YOU
HELPING OTHERS HELPING OTHERS
SELECT YOUR AT T E N D TO YO U R
MESSAGES MESSAGES
Move closer to the other Make your messages
person novel
Make it ok for others to approach you Make your message stand out
Make the information useful Make messages concrete
Show how the information will benefit
them Make words vivid and clear
Adapt messages to others
beliefs
Make messages moderate
Give consideration on how your
message will be received in length
Keep the listeners attention
8. HELPING OTHERS LISTEN CONT.
HELPING OTHERS HELPING OTHERS
UNDERSTAND YOUR REMEMBER YOUR
MESSAGE MESSAGE
o Fit messages into o Use redundancy
existing schema
Schema- a mental representation o Use memory
of knowledge
joggers
o Develop a new
schema o Use the principle
o Use listeners frame of primacy and
of reference recency
Tap into what the listener
already knows People are more likely to
remember information that is
presented first or last
9. HELPING OTHERS RESPOND TO YOUR
MESSAGES
Encourage questions
Encourage note taking
Encourage nonverbal responsiveness
10. HOW RESPONSIVE OF A LISTENER DO YOU
THINK YOU ARE?
I encourage you to take the quiz on page 84,
Was the outcome what you expected?
Were you surprised by your score?
