Transcript Adler - Napa Valley College

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Listening
Chapter Summary
The Importance of Listening
Barriers to Effective Listening
Listening Style Preferences
Approaches to Listening
Reasons for Listening
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 3
The Importance of Listening
Why is Listening Important?
“Listening is the most frequent––and, arguably, the
most important––type of on-the-job communication.”
Survey of Communication in Business Settings:
Listening: 32.7%
Speaking: 25.8%
Writing: 22.6%
Reading: 18.8%
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 4
Barriers to Effective Listening
Physiological Barriers
Hearing Problems
Rapid Thought
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 5
Barriers to Effective Listening
Environmental Barriers
Physical Distractions
Problems in the Communication
Channel
Message Overload
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 6
Barriers to Effective Listening
Attitudinal Barriers
Preoccupation
Egocentrism
Fear of Appearing Ignorant
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 7
Barriers to Effective Listening
Faulty Assumptions
Assuming That Effective Communication
is the Sender’s Responsibility
Assuming That Listening is Passive
Assuming That Talking Has More
Advantages than Listening
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 8
Barriers to Effective Listening
Sociocultural Differences
Cultural Differences
Gender Differences
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 9
Barriers to Effective Listening
Lack of Training
Most people do not listen well
There is a need for organized programs
to train people how to become better
listeners.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 10
Listening Style Preferences
Different Styles of Listening
People-Oriented
Action-Oriented
Content-Oriented
Time-Oriented
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 11
Approaches to Listening
Passive Listening
Involves a Mixture of Silence and
Prompts That Invite The Speaker to Keep
Going
Best Approach When the Spotlight is on
The Speaker
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 12
Approaches to Listening
Questioning
Questions That Make Statements or Offer Advice
Questions That Trap or Attack the Speaker
Questions That Carry Hidden Agendas
Questions That Seek “Correct” Answers
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 13
Approaches to Listening
Paraphrasing
Paraphrasing Content
Paraphrasing Intent
Paraphrasing Feeling
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 14
Reasons for Listening
Listening for Information
Stop Talking
Withhold
Be
Judgment
Opportunistic
Look
for the Main and Supporting Points
Take
Notes
Repeat What You
Heard
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 15
Reasons for Listening
Evaluative Listening
Seek
Information Before Evaluating
Consider
the Speaker’s Motives
Examine
the Speaker’s Supporting Data
Consider
the Speaker’s Credentials
Examine
Emotional Appeals
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 16
Reasons for Listening
Listening to Help
Use Variety
of Response Styles, As
Appropriate
Avoid
Being Judgmental
Take Time
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.