ListeningListening&&

RespondingResponding

Listening Is a complex process we use to make sense

out of what we hear It is also the process of selecting, attending,

understanding, remembering, & responding to sounds & messages.

Hearing Is a physiological process of decoding

sounds

SelectingSorting through various sounds that compete for

your attention Attending

Focusing on a particular sound or message Understanding

Assigning meaning to messages Remembering

Recalling information that has been communicated

Responding Confirming your understanding of a message

Listening to EnjoyListening to friends & relatives tell stories

Listening to LearnGetting directions to a friend’s house

Listening to EvaluateSorting through a persuasive sales pitch to

buy a new car Listening to Empathize

Listening to a good friend talk about the death of a cherished pet

Focusing on our personal agenda Emotional noise Criticizing the speaker Information rate Information overload External noise

Consciously become aware of the self-focus & shift attention

Use self-talk to manage emotions Focus on the message, not the messenger Use the difference between speech rate

and thought rate to mentally summarize the message

Realize when you or your partner is tired or distracted and not ready to listen

Take charge of the listening environment by eliminating the distraction

StopTune out distracting, competing messages

LookBecome aware of the speaker’s non-verbal

cues; monitor your own nonverbal cues to communicate your interest in the speaker

ListenComprehend the meaning of facts & details

in your partner’s messages

Understand your partner’s feelings Ask questions Reflect content by paraphrasing Reflect feelings by paraphrasing

Provide well-timed responsesSometimes immediate feedback is best; at

other times provides a just-in-time (JIT) response when it will do the most good

Provide meaningful informationSelect information that your partner can act

on rather than making vague comments or suggestions that are beyond his or her capabilities

Avoid unnecessary detailsAvoid information overload; don’t bombard

the listener with too much information; keep your comments focused on major point

Be descriptiveDon’t evaluate your listening partner; focus

on behavior rather than personality

THE END