Transcript Listening Notes - Net Start Class

Listening
Notes
Difference between hearing &
listening
• Hearing - automatic reaction of
the senses and nervous system.
• Listening - Understanding what
was said; takes effort
Americans are poor listeners
• Studies show that, on average,
25 % of
we only remember ____
what we hear.
Why we remember so little….
• We forget, ignore, distort, or
misunderstand the majority of
incoming messages.
One problem with listening...
• RATE GAP
–People speak 120 -180 words
per minute
–Listen 6 times faster
Listening Spare Time
• Thinking time created by the
ability to listen faster than
people speak.
There are 4 ways to keep your
mind engaged despite “listening
spare time.”
“E” = EXPLORE
• Explore what lies ahead in the
speech by asking, “What does this
person want me to believe?”
“A” = Analyze
• As the speaker makes
assertions, ask yourself if they
are true.
“R” = Review
• Every so often, go over what
you’ve heard so far.
“S” = Search
• Always look “between the
lines.”
We listen carefully to things that
are important to us
• EX. A 911 operator compared to
chatting with your friend.
Selective Listening
• We hear what we want to hear
and tune out what we don’t.
• The Japanese Economy
• Bill Engvall
• ..\My Music\Unknown Artist\Unknown Album (9-72005 10-59-05 AM)\06 Track 6.wma
4 ways to listen….
Appreciative Listening
• Most basic listening style
–Enjoying music, bird’s song,
etc.
Discriminate Listening
• Used when you want to single
out one particular sound from a
noisy environment.
Empathic Listening
• Encourages people to talk freely
without fear of embarrassment.
Critical Listening
• Evaluating what you hear and
deciding if the message has
value.
Quiz!!!!!!!!!!!
1. What is the most basic style of listening?
2. Americans on average remember ____% of
what they hear?
3. Hearing is a _____ process while listening is
a(n) ________ process.
4. Hearing what you want to hear and tuning out
the rest is called _______ listening.
5. The difference between the speed people talk
and how fast we can listen is known as what?
7 Roadblocks to
Effective Listening
Tune out Dull Topics
• Many listeners decide early on
that a topic is going to be
boring.
• Try to listen for something you
can use yourself. Ex. joke,
idea, quote, etc.
Faking Attention
• It’s appropriate to be courteous, but
sometimes we take good manners to the
extreme.
• Speakers need you to listen to what they
say, not just look like you’re listening.
Yielding to Distractions
• Noises or movements often can
affect our concentration.
Criticizing Delivery or Physical
Appearance
• Some listeners become distracted by
thinking things like,“How many times has
she said the word ‘like’?”
• Remember that the content of his message
is what counts, not his appearance.
Jumping to Conclusions
• Personal biases may cause a
listener to ask too many
questions, interrupt too often, or
try to pick an argument.
Overreacting to emotional words
• People sometimes react to
certain words or phrases that
push our “hot buttons.”
Interrupting
• Try to see if you spend most of
your listening time thinking
about what you want to say.
Filters that
Distort
Education
Age
Family
Emotions
Attitude
Morals
Biases
Experience
Religion
Physical
Condition
Listening in the
Workplace
Name?
Introductions
• Remember names.
His Name??
– A) Repeat name 2-3 times in the 1st
conversation
– B) Relate name to something
familiar
– C) Develop a determination to
remember
• Professional Etiquette
– A) Introduce older or more powerful
person to the other, and then the 2nd
person to the first.
– EX. “Mr. Johnson, I’d like you to meet
my sister, Kim. Kim, I’d like you to
meet my professor, Mr. Johnson.”
– B) If you are being introduced…
• Make eye contact with the person
you are meeting.
• Extend your hand in greeting.
• Make a brief comment that includes
the person’s name.
EX. “A pleasure to meet you, Mr. Smith.”
Accepting Criticism
• Although criticism hurts, keep an
open mind and don’t take things
personally.
– A) Always separate your job behavior from
your ego
– B) Look objectively for any place for
improvement.
• Although criticism often distracts
us by making us recall the incident
rather than listen, remember that
your boss knows the situation
cannot be erased.
– She is mainly interested in seeing
future improvements.
Ask for Explanations
• You may often need more
information.
– A) Ask speaker something like,
“Would you please clarify that?”
– B) If you suggest the speaker needs
help with his speech, they may
become offended.
Paraphrase the Message
• Repeating a message in your own
words goes a step beyond asking
questions. EX. “In other words, your view
is….”
– A) Checks accuracy of speaker’s message
– B) Focus on content of what was said
rather than any feelings.
Summarize the Message
• Goes one step beyond paraphrasing;
you condense the points into a brief
comment. EX. “What the manager said so far
is…”
– Especially useful in situations involving
conflict or complaints
Write down the message
• Taking notes will…
– Increase listening and you remember
more.
– Increase chances you will review what
has been said.
– Gives speaker positive feedback; you
thought enough of his speech to write it
down.
Tips for taking notes
• Be prepared. Keep pen and paper
with you.
• Get it down and don’t worry about
neatness - you can recopy notes
later.
• Don’t try to write everything down.
– Avoid complete sentences.
– Draw lines to connect ideas.
– Omit vowels.
– Develop your own shorthand with
symbols, pictures, punctuation, and
abbreviations.
–EX. Glenna, lnch w/HP client,
FRI 11:30 @ Macaroni’s
– Means: You and Glenna have a
lunch meeting with a Hewlett
Packard Customer on Friday at 11:30
am at Macaroni’s restaurant.
Propaganda Techniques
Testimonials
• An appeal which uses the recommendation
of a famous or respected person.
• Examples:
– “According to Alf, 10-10-220 is the long
distance company to use.”
– “Bill Cosby eats Jello Pudding, shouldn’t
you?”
False Comparison
• Comparing unlike things.
• Examples
– Since you are so good at baseball,
you’ll be excellent at soccer.
– Since I got sick from McDonald’s, I
won’t eat at other fast food
restaurants.
Name Calling
• Assigning a negative label without
any evidence.
• Examples
–Democrats are such big spenders.
–Mark is such a loser; stay away
from him.
Bandwagon
• An appeal to act a certain way because
everyone else is.
• Examples
– All of the honest people are voting for
Bush.
– Boy Scouts is the fastest growing
organization in the country – Get in the
action and join today!
Emotional Appeals
• Used to arouse emotional reactions.
• Examples
– The humane society tells a moving
story about abuse of pets in order to
raise money for their shelter.
– Seeing and hearing about poverty
stricken children with no shoes or
clothes.
Stack the Deck
• To give only one side of the story.
• Examples
– Michael Jackson is a great person; just
look how successful his music is.
– Bill left his family for no reason; he
didn’t even let them know where he was.
Quiz!!!!!!!!!!!!!!!!!
1. How many roadblocks are there to effective listening?
2. What workplace skill is defined as repeating a
message in your own words?
3. Which appeal uses the recommendation of a famous
or respected person?
4. Which appeal involves assigning a negative label
without any evidence?
5. Which appeal gives only one side of the story?
Bonus: What was one example we talked about
regarding emotional appeals?