Ch. 6 Applied Communications

listening percent

45% writing 9% reading 16% talking 30%

listening process

acquiring attending understanding responding to messages from others

attending

act of choosing; consciously or unconsciously, to focus your attention on verbal or nonverbal stimuli

types of impatient listening

anticipatory- plans response defensive- to argue or disagree combative- win or put down a speaker distracted- thinking about something else

improving attending skills

determining what is important adjust attitude turn off other thoughts and focus energy determine what you have to gain ignore outside distractions stay focused and maintain concentration

safety issues

faulty listening can lead to accidents and deaths

86 billion dollars per year

faulty listening costs to American industry

inconvenience

faulty listening leads to more expensive products and inadequate services

checking interpretations

feelings and needs asking yourself if this is what the sender means ask questions to gain more information take responsibility for interpretations- remain open and flexible

effective listening skills

focus attention on the message clarifying meanings actively promoting understanding

listening in relationships

good listeners are valued as friends; they are perceived as sensitive and caring

listening in the workplace

help employees be more productive this creates greater profits for the company

factors affect decoding

knowledge, culture, language skills

decoding

listener assigns meaning to sender's words and nonverbal cues

responding

listener's internal emotional and intellectual reaction to a message

direct relationship

listening ability, productivity, and job performance

impatient listening

listening in which short bursts of active listening are interrupted by noise and other distractions

passive listening

listening in which the listener does not actively participate in interactions results in boredom, apathy, lack of interest in people or topics

active listening

listening in which the listener participates fully in the communication process

listening in public dialogue

listening to speeches and public messages make better decisions and participate effectively as a citizen (such as voting) and consumer (buying quality products)

critical listening

listening used to comprehend ideas and information in order to achieve a specific purpose or goal

appreciative listening

listening used to enjoy a speaker's message or a performance on an artistic level

deliberative listening

listening used to understand, analyze and evaluate message so you can accept or reject a point of view, make a decision or take action

empathic listening

listening used to understand, participate in and enhance a relationship

factors that interfere with hearing

loud noises, ear infections, conflicts between visual and auditory messages, inappropriate or distracting physical movement, harsh voice, attitudes or emotions

listening in social groups and organizations

making and following introductions asking for and following instructions participating effectively in organizations personal effectiveness- make better decisions and influence outcome of goals

factors of listening process

noise barriers memory

factors that affect memory

not paying attention or being easily distracted mental or physical health problems denial or suppression of memories fatigue stress communication overload

parts of ear

outer ear serves as antenna picks up sound waves waves are relayed to middle ear where they are amplified inner ear transforms acoustical energy into electrical impulses which are processed by the brain

listening in school

participate in discussion, ask meaningful questions, give relevant answers, follow homework instructions, scoring well on tests

listening flaws

passive listening impatient listening faulty listening habits

70

percent of time spent in communication

feedback

person's observable response to a message

listening

physical and psychological process that involves acquiring, assigning meaning, and responding to symbolic messages from others

hearing

physical process of receiving sound

acquire oral messages

primary reason for listening to others

interpreting

process in which you personalize the sender's message to determine meaning for you

immediate memory

recalling information for a brief period of time

short term memory

recalling information for carrying out a routine or daily task

long term memory

recalling information from past experience

responding processes

respond emotionally respond intellectually analyze and evaluate encode choices about what to say or do in response

4 kinds of listening

critical deliberative empathic appreciative

understanding

complex mental process that involves decoding the symbolic message received from others and then interpreting and assigning a personal meaning to that message

10% higher

cost to consumers from faulty listening in the workplace