Transcript Chapter 4 Notes

Chapter 4
Listening
Succeeding as a receiver
Listening is the "receiving"
part of communication.
A skill that requires conscious hearing
We don't do it well
 25% of what we hear is remembered
What is the cost of poor
listening?
If each American prevented just one
$10 mistake it would save…
Rate Gap Between
Speaking and Listening
Listening spare time
We speak 120 to 180 words per minute
But we hear and process must faster
How 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
What are the 4 Ways to
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
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
Why is listening difficult?
5.
PROBLEM - Jump to
conclusions
6.
PROBLEM - Overreact to
emotional words
7.
PROBLEM - Interrupt - quit
listening when we speak
Filters to Listening
These will distort listening
Experience
Biases
Emotions
Family
Age
Physical
Condition
Morals
Attitude
Religion
Listening in Speeches
 xplore–think ahead
 nalyze message
 eview–think about what has been said
 earch–look for hidden messages
Listening in Conversations
Show you are listening
Eloquent Grunts
Door Openers - "Go on", "Really?", "Oh?"
Listening in the
Workplace
Being Introduced and
Introducing 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.
Professional Procedure
Seniority counts
Introduce
older
to
younger
younger
older
Then Turn the Tables
Introduction Steps
Make eye contact
Extend your hand
Make a brief
comment that
includes the name
"A pleasure to meet
you, Mr. Smith"
Accepting 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.
Ask 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
Put 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
Recalling 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
Vocabulary
 passive listening
 false comparison
 active listening
 jump on the bandwagon
 appreciative listening
 stack the deck
 discriminative listening
 name calling
 empathetic listening
 door opener
 critical listening
 paraphrase
 filter
 summarize
 testimonial
Speech terms on Page 85