This document discusses the principles of listening and responding in communication. It states that listening makes up 45% of our communication time, more than speaking, reading, or writing. Effective listening requires selecting what to focus on, attending to the message, understanding it, and remembering it. There are also barriers to listening like self-focus, information overload, and distractions from the context. The document recommends developing skills like stopping competing messages, looking at the speaker, understanding details and ideas, and transforming barriers into goals. Responding skills include being descriptive, timely, brief, useful, and active. Responding with empathy involves understanding a partner's feelings, asking questions, and paraphrasing both the content and emotions.

1. Listening & Responding HCOM-100 (Beebe & Ives, 2004, pg102)

2. Communication Principles (Beebe & Ives, 2004, pg105)

3. Listening & Responding Preview The principle of Listening and Responding How we listen Listening goals Listening barriers Listening skills Responding skills Responding with Empathy

4. What You Do With Your Communication Time Speak = 30% Read = 16% Write = 9% Listen = 45% (Beebe & Ives, 2004, pg 104)

5. How we Listen Listening v. Hearing Selecting Attending Understanding Remembering Responding (Bachin & Beck, 1985, pg10)

6. Listening Barriers Self Barriers Self focus Emotional noise Criticism (Beebe & Ives, 2004, pg109)

7. Listening Barriers Information Processing Barriers Processing rate Information Overload Receiver apprehension

8. Listening Barriers Context Barriers Barriers of time and place noise

9. Listening Skills Stop: Turn Off Competing Messages Decentering Look: Listen With Your Eyes Listen: Understand Details and Ideas Identify your listening goal Mentally summarize the details Link Message details with major idea Practice Transform barriers into goals

10. Responding Skills Be Descriptive Be Timely Be Brief Be Useful Be Active

11. Responding with Empathy Emotional Intelligence Understanding Your Partner’s Feelings Ask Appropriate Questions Paraphrase the Content Paraphrase Emotions (Beebe & Ives, 2004, pg119)