Chapter 4 Listening

1. Chapter 4Chapter 4
ListeningListening
Succeeding as a receiver

2. Listening is the "receiving"Listening is the "receiving"
part of communication.part of communication.
A skill that requires conscious hearing
We don't do it well
 25% of what we hear is remembered

3. What is the cost of poorWhat is the cost of poor
listening?listening?
If each American prevented just one
$10 mistake it would save…

4. Rate Gap BetweenRate Gap Between
Speaking and ListeningSpeaking and Listening
Listening spare time
We speak 120 to 180 words per minute
But we hear and process must faster

5. How we hear and processHow we hear and process
 Hear 50 words
 Tune In and Think
 Hear Next 60
Words
 Tune Out and
Mind Wanders
 Hear Next 70
Words
 Tune Back In and
Think

6. What are the 4 Ways toWhat are the 4 Ways to
Listen?Listen?
 Appreciative Listening
Most basic -- music, nature, etc.
 Discriminative
Single out sounds from a noisy environment
 Empathetic Listening
Acting as a sounding board -- hear to offer
solutions
 Critical Listening
Evaluate if what you hear has value

7. Why is listening difficult?Why is listening difficult?
1. PROBLEM - Tune out dull topics -
MEGO (my eyes glaze over)
2. PROBLEM - Fake attention
3. PROBLEM - Yield to distractions
4. PROBLEM - Criticize delivery or
physical appearance

8. Why is listening difficult?Why is listening difficult?
5. PROBLEM - Jump to
conclusions
6. PROBLEM - Overreact to
emotional words
7. PROBLEM - Interrupt - quit
listening when we speak

9. Filters to ListeningFilters to Listening
These will distort listening
Age
Experience
Religion
BiasesEmotions
Family
Morals
Physical
Condition
Attitude

10. Listening in SpeechesListening in Speeches
 xplore–think ahead
 nalyze message
 eview–think about what has been said
 earch–look for hidden messages

11. Listening in ConversationsListening in Conversations
Show you are listening
Eloquent Grunts
Door Openers - "Go on", "Really?", "Oh?"

12. Listening in theListening in the
WorkplaceWorkplace

13. Being Introduced andBeing Introduced and
Introducing OthersIntroducing Others
How to remember
names:
Repeat the name 2 or
3 times in your first
conversation.
Relate the person's
name to something
familiar.
Develop a
determination to
remember.

14. Professional ProcedureProfessional Procedure
Seniority counts
Introduce
older
to
younger
Then Turn the Tables
younger older

15. Introduction StepsIntroduction Steps
Make eye contact
Extend your hand
Make a brief
comment that
includes the name
"A pleasure to meet
you, Mr. Smith"

16. Accepting CriticismAccepting Criticism
Don't tune out criticism
Be coachable
Overcome obstacles to
criticism
 Put yourself in their
shoes.
 Know that
employers, teachers,
coaches want to
correct, not criticize.

17. Ask for ExplanationsAsk for Explanations
Get additional information
 Would you say that again?",
 "Excuse me, could you be more specific?”
 Paraphrase for understanding
Be sure you are actively participating
Communication is a
two-way street

18. Put it Down on PaperPut it Down on Paper
Memory alone can't
guarantee
understanding key
points
How to take notes
 Be prepared
 Get it down
 Don't write everything

19. Recalling the FactsRecalling the Facts
 How does listening differ from hearing?
 What is the cost to America of poor listening?
 What happens because we speak at a different
rate than we listen?
 How do we combat this?
 What are the four types of listening?
 What are the 7 deadly habits of poor listening?
 What in a speech can help listening?
 What can listeners do to help the speaker?
 What can you do to aid memory?
Looking Back on Page 108

20. VocabularyVocabulary
 passive listening
 active listening
 appreciative listening
 discriminative listening
 empathetic listening
 critical listening
 filter
 testimonial
 false comparison
 jump on the bandwagon
 stack the deck
 name calling
 door opener
 paraphrase
 summarize
Speech terms on Page 85