Communication Embracing Difference Fourth Edition Dunn and Goodnight
Communication Embracing Difference Fourth Edition Dunn and Goodnight This multimedia product and its contents are protected under copyright law. The following are prohibited by law: any public performance or display, including transmission of any image over a network; preparation of any derivative work, including the extraction, in whole or in part, of any images; any rental, lease, or lending of the program. Chapter 3 Listening Power. Point edited by Kristin Harkin Jurczak, Purdue University Calumet Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 1
Hearing and Listening • Hearing • Physical ability to perceive sounds • Listening • Process of giving thoughtful attention to what we hear Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 2
Factors That Interfere With Listening. . . Noise • Internal Noise • Our own thoughts or feelings that prevent us from listening to someone else’s message. • External Noise • Sounds or visual stimuli that draw our attention away from an intended message. Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 3
Factors That Interfere With Listening. . . Delivery A speaker’s particular style • Voice • Dress or appearance • Bodily movements Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 4
Factors That Interfere With Listening. . . Language • Jargon • Highly specialized words used and understood by specific groups of people • Can be intimidating and make people tune out Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 5
Factors That Interfere With Listening. . . Language • Words or phrases that offend • • Ethnic slurs Profanity Sexist or homophobic remarks Slanderous comments Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 6
Factors That Interfere With Listening. . . Message Overload • Paying too much attention to details instead of the main message • Listen for central ideas and connections to discern the major theme. Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 7
Factors That Interfere With Listening. . . Perceptions • Perceptions of ourselves and others can act as a barrier to listening. • If we feel threatened or insecure, defense mechanisms kick in and we tune out. Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 8
Effective Listening. . . Active and Passive • Active Listening • Listening with a sense of purpose • Deciding in advance what is important to focus on in the message • Passive Listening • The only person involved in the message is the sender Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 9
Effective Listening. . . Informational and Critical • Informational Listening • Allows us to focus on the content of the message to gain knowledge • Critical Listening • Allows us to evaluate the speaker’s message • Opportunity to offer constructive feedback Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 10
Effective Listening. . . Empathy • Listening to understand what someone else is feeling • Looking at the situation from another person’s perspective • Being supportive Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 11
Effective Listening. . . Remembering • Take the focus off ourselves and pay attention to the message and speaker • Important to retain the message for later use Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 12
Responsive Listening Skills and Checking Our Perceptions • Questioning • Better understand another person’s message and get involved in interaction • Paraphrasing • Restate another person’s message in your own words. • Interpreting • Clarify and offer an alternative perspective Copyright © 2014, 2011, 2008 Pearson Education, Inc. All Rights Reserved. 13
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