Prepared for UHS 2052 UHS 2062 and SHP

Something to ponder: ■ “The most basic of all human needs is the need

Listening skills ■ Most important activity in communication (53%60%) ■ Identified as one of

Listening ■ It is a natural ability, there is no need to learn? 4

There a lot of differences Hearing ■ Passive Listening ■ A complex process; ■

Listening is… ■ The active process of receiving, constructing meaning from, and responding to

Listening…. . ■ …. . is a highly complex, probably the most complex, human

Stages of Effective Listening ■ ■ ■ Hearing Understanding Remembering Interpreting Evaluating Responding: Sending

Hearing ■ Hearing is a passive physiological process in which sound is received by

Understanding ■ Understanding may also be called comprehension, which means that we assign meanings

Remembering ■ Involves memory ■ Researchers suggest that working (short-term) memory and long-term memory

Can we improve our memory both short and long term? Copyright © Allyn and

Improving Memory Working Memory Long-Term Memory ■ Repetition ■ Chunking ■ Logical Patterns ■

Other ways to improve memory ■ Identify central ideas in a message ■ Summarizing

Interpreting ■ Listener tries to make sense of the information received. ■ In the

Evaluating ■ The listener analyses evidence, sorts the facts from ■ opinion, determine the

Responding: Sending Feedback ■ Responding is the listener’s overt behaviour that indicates to the

The Importance of Effective Listening Copyright © Allyn and 19

The Importance of Effective Listening Poor listening contributes to: Misunderstandings – Personal, professional, and

Better Listeners…. . ■ Enhance their job performance ■ Get raises ■ Have high

Functions of Listening ■ Listening to obtain information ■ Listening to evaluate ■ Listening

Critical listening and critical thinking ■ To make choice and decision ■ Critical thinking

A person with Ineffective listening habits ■ ■ ■ Thinks that the topic nor

A person with effective listening habits ■ Keeps an open mind and find areas

How can we improve our listening competence? Copyright © Allyn and 28

To Improve our listening competence… ■ Be prepared to listen. ■ Behave like a

Active listening habits ■ Restatements ■ Make summary ■ Respond to non-verbals ■ Respond

Among the Barriers to effective listening: ■ ■ ■ Uninteresting topic or speaker Criticizing

Listening and Technology: Does technology guarantee effective listening? Copyright © Allyn and 33

Listening and Technology ■ Technology can help us focus on the central point in

Cultural and listening ■ Although different cultures have differences and ■ ■ similarities in

Main Reference: ■ Seiler, W. J and Beall, M. L ( 2011). Communication. ■

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Prepared for UHS 2052, UHS 2062 and SHP 1313 students at UTM Malaysia by: Siti Rokiah Siwok srsiwok@gmail. com 1

Something to ponder: ■ “The most basic of all human needs is the need to understand be understood. The best way to understand people is to listen to them” (Ralph Nichols) 2

Listening skills ■ Most important activity in communication (53%60%) ■ Identified as one of the top communication skills employers seek at entry-level. ■ Yet, listening skills is the activity which has been most neglected. 3

Listening ■ It is a natural ability, there is no need to learn? 4

Listening vs Hearing 5

There a lot of differences Hearing ■ Passive Listening ■ A complex process; ■ closely related to thinking process, reasoning, comprehension and memory. An active process 6

Hearing ■ Hearing is a passive physiological process in which sound is received by the ear. ■ For accurate reception, there is also a need for the listener to focus attention on the speaker, discriminate among sounds and concentrate. ■ The rest of the process differentiates between hearing and listening. 10

Understanding ■ Understanding may also be called comprehension, which means that we assign meanings to the stimuli that we hear. ■ Thus understanding involves the processing of information and assigning meanings ■ Prior knowledge and past experience play a big role; so are other factors. . 11

Remembering ■ Involves memory ■ Researchers suggest that working (short-term) memory and long-term memory are important. Different situations demand different types of memory. 12

Other ways to improve memory ■ Identify central ideas in a message ■ Summarizing the message ■ Repeat names and key concepts to yourself, and if appropriate, aloud ■ Ask questions when in doubt (De Vito, 2012) 15

Interpreting ■ Listener tries to make sense of the information received. ■ In the process of interpreting, Brownell suggest : 1. Take into account of the context 2. Let the speaker know you understand the message 16

Evaluating ■ The listener analyses evidence, sorts the facts from ■ opinion, determine the intent of the speaker, judges the accuracy of the speaker’s statements and conclusions At this stage, the listener also judges the accuracy of his or her own decisions. 17

Responding: Sending Feedback ■ Responding is the listener’s overt behaviour that indicates to the speaker what has or has not been received ■ Giving feedback is an important part of being an effective listener. ■ Feedback helps to ensure understanding and helps speaker determine whether communication is successful. 18

The Importance of Effective Listening Poor listening contributes to: Misunderstandings – Personal, professional, and financial problems – Incorrect assignments, missed appointments, lower grades – Etc – Copyright © Allyn and 20

Better Listeners…. . ■ Enhance their job performance ■ Get raises ■ Have high status ■ Have Power ■ Get Promotions ■ Improve their productivity Sypher, Bostrom & Seibert (1989), The Journal for Business Communication Harris (1989), Nation’s Business 21

What do we listen for? 22

Functions of Listening ■ Listening to obtain information ■ Listening to evaluate ■ Listening with empathy ■ Listening for enjoyment In each case, listening serves a different function and involves different skill. Copyright © Allyn and 23

Critical listening and critical thinking ■ To make choice and decision ■ Critical thinking is the ability to analyse and assess information ( Robert Enis in Sieler and Beall, 2012) ■ Critical thinking involves (1) assessing the speaker’s values and intent, and (2) Judging the accuracy of the speaker’s conclusions

Are you a good listener? 25

A person with Ineffective listening habits ■ ■ ■ Thinks that the topic nor the speaker is of interest. Focuses on the speaker’s appearance or delivery. Listens only for details Tends to be easily distracted Fakes attention 26

A person with effective listening habits ■ Keeps an open mind and find areas of interest. ■ Overlooks speaker’s characteristics and concentrates on ■ ■ ■ the contents. Listens for ideas Resists distractions Pays attention 27

Active listening habits ■ Restatements ■ Make summary ■ Respond to non-verbals ■ Respond to feelings 30

What are the barriers to listening? 31

Among the Barriers to effective listening: ■ ■ ■ Uninteresting topic or speaker Criticizing speaker, not message Concentrating on details, not main ideas Avoiding difficult listening situations Failing to adjust to distractions Faking attention Copyright © Allyn and 32

Listening and Technology ■ Technology can help us focus on the central point in ■ a presentation Technology can help us become better listeners, but we have also to be aware of the likelihood that technology can be a distraction Copyright © Allyn and 34

Cultural and listening ■ Although different cultures have differences and ■ ■ similarities in listening, good habits transcends all cultures. Respect is one of the essential ingredients in effective listening skills. To be respectful and to be aware of the cultural differences are two good starting points in intercultural listening. 35

Main Reference: ■ Seiler, W. J and Beall, M. L ( 2011). Communication. ■ Making Connections ( 7 th ed). Boston: Pearson De Vito, J. A. ( 2012). Human Communication. The Basic Course (12 th ed). Boston: Pearson 36