Beruflich Dokumente
Kultur Dokumente
1. Listening Facts
2. The Listening Process
3. Bad Listening Habits
4. Barriers to Effective Listening
5. Hearing vs. Listening
6. Types of Listening
7. Guidelines to Effective Listening
Listening Facts
Most
people spend at least ___% of
communication time listening
Mostpeople listen to and
understand only about a fourth
of what is being
communicated
Listening Facts
85%
(con’t.)
of individuals rate themselves
as average or worse listeners
Listening skills poorest when
people interact with those closest
to them. They interrupt and jump to
conclusions more frequently
We ________ more rapidly than
one can speak
Five-Step Process of
Listening
You You You
get attach store
stimul meanin for
i g to future
stimuli referenc
e
________ ● __________ ● ____________ ●
Five-Step Process of
Listening
You
separate You react
fact from once
opinion you’ve
and evaluated
evaluate the
the
message
quality of
evidence
Evaluating ● ____________ ●
Bad Listening
Habits
Tunes out dry subjects
Tunes out if delivery is poor
Enters into argument
Listening for only the facts
Sometimes you need to listen to what people are
_____________.
Bad Listening
Habits
Takes extensive notes
Fakes attention
Easily distracted
Resists difficult material
Reacts to emotional words
_______________
Barriers to Effective
Listening
__________ Selective
_________
Mainstream of Thought
Self-
__________
Listening is more than
Hearing
Listening is _______;
hearing is passive vs
Listening is _______;
hearing is natural
Listening is intermittent;
hearing is continuous
Listening implies a
choice.
You must choose to
participate in the process
of listening.
Types of Listening
Content listening
Critical listening
Empathic listening
Listening occurs at different levels for different
situations!
Levels of Listening
Casual or Marginal
Levels of Listening
Casual or Marginal
Attentive
Levels of Listening
Casual or Marginal
Attentive
Active
Active Listening
Behaviors
Paraphrase
Mirror
State
Ask
Offer
Guidelines for
Effective Listening
Control the Environment
Controlling the
Environment: Fight
Distractions
1. Close doors
2. Turn off radios, TVs, CD players, etc.
3. Move closer to the speaker
4. Anticipate what will be said and
summarize what has been said
5. Don’t interrupt
6. Hold your rebuttal
Controlling the Environment:
Establishing a Climate
for Effective Communication
Establishing a Climate
for Effective
Communication
Evaluation Description
Control Problem Orientation
Strategy Spontaneity
Neutrality Empathy
Superiority Equality
Certainty Provisionalism
Guidelines for
Effective Listening
Control the Environment
Be Alert
Guidelines for
Effective Listening
Control the Environment
Be Alert
Be Mentally Prepared
Psychological
Barriers
Feelings About the
Subject Matter
Subject
______ _______
Matter
Feelings About
Each Other
A Shared Semantic
Code
My My Your Your
World of World of World of World of
__________ ________ ________ __________