LISTENING

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"We were given two ears

but only one mouth,
because listening is twice
as hard as talking."

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The average individual has

only 25% efficiency rate
for listening

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HEARING
The process through which
auditory information from the
environment / context is
received and registered by
the human ear.

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LISTENING

The total physical and

psychological process of
receiving informational inputs
from others

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WEAVER MODEL OF
LISTENING

Stimulus
Stimulus
Stimulus
Stimulus
Stimulus

Selection
Process

Search of the
Memory
Bank

Understanding
or
Recognition

Response
or
Storage

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FACTORS INFLUENCING A RECEIVERS

LISTENING ABILITY
Auditory

& visual ability

Concentration ability
History of interpersonal
communication relationship.
Perceived degree of difficulty of
message
Perceived utility of message.
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ELEMENTS OF LISTENING
Listening is a process that consists
of five
elements:
Hearing
Attending
Understanding
Responding
Remembering
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 Hearing

is the physiological dimension of

listening that occurs when sound waves strike
the ear at a certain frequency and loudness and
is influenced by background noise.
Attending is the process of filtering out some
messages and focusing on others.
Understanding occurs when we make sense of
a message.
Responding
consists of giving observable
feedback to the speaker such as eye contact and
appropriate facial expressions.
Remembering
is
the
ability
to
recall
information. Listening isnt just a passive activity;
we are active participants in a communication
transaction.
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Practical Steps For More Effective Listening

Talk

less
Get rid of distractions
Dont judge prematurely
Look for key ideas
Ask sincere questions
Paraphrase
Suspend your own agenda
Empathic listening
Be perceptive to the senders nonverbal communication.
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TYPES OF LISTENING

Participatory
Empathic

and

Passive

and Objective

Nonjudgmental and Critical

Depth

and Surface

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Participatory &
Passive
Work

at listening
Combat sources of
noise
Use left over time to
formulate questions
and draw connections.

Empathic &
Objective
Engage

in dialogue-try to
remove physical barriers
Avoid offensive listening
Guard against
Expectancy hearing

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Nonjudgmental &
Critical
Avoid

positive and
negative evaluation
until you have a
reasonably
complete
understanding
Avoid filtering out
difficult messages
Recognize your own
biases

Surface & Depth

Focus

on verbal and
non verbal messages
Listen for content and
relational messages
Respond to various
levels of meanings
balance
between
surface
and
underlying meanings

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ACTIVE LISTENING
Active listening is the process in
which the receiver takes active
responsibility to understand the
contents and feelings of what is
being said and then checks with
the speaker to see if he/she heard
what the speaker intended to
communicate.

ACTIVE LISTENING
The

receiver absorbs all that is

being said and also makes an
attempt to verify all that he has
been listening to.
Techniques of active listening:
Paraphrase the speakers thoughts
Express understanding of the
speakers feelings
Ask questions
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ASSERTIVENESS

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Excluding talk
Communication that excludes
certain people.
You see this in a wide variety of forms,
for example, in the use of some ingroup language in the presence of
some out-group member.

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Inclusive Talk
The
principle
of
inclusion
emphasizes the need and the
general effectiveness of speaking
the language of all people and
including all members.

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Downward Talk
In one form it occurs when
someone puts himself or herself
above others.
I-Syndrome
When someone interrupts the
speaker

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Styles of
Communication

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Styles of communication
Majority

of people we come in contact

exhibit one of three general styles of
communication:
Over-Assertive (Aggressive)
Under-Assertive (Submissive)
Assertive

To

deal with people you need to be able to

recognize these styles of communication
and be armed with methods of minimizing
their negative effect.
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Over-Assertive Communication
Putting

forward your own needs and ideas

while ignoring or putting down others.
Feel and act superior
Verbal hostility: use of inflammatory phrases
such as:
You are hopeless or Get on with it or Do as I
say! or I dont think you heard me
Use

blaming or judgmental language: 'It was

wrong for you to or Its all your fault!
Downward talk
Exclusive talk
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Under-Assertive Communication
Not

putting forward your own

needs, ideas and feelings.
Putting yourself down.
Giving into other peoples
requests unnecessarily.
Language:I am terribly sorry to
bother you or I wonder if you
could
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Assertive communication
All

parties in the communication act are equal.

(EQUALITY TALK)
Putting forward you own needs ,ideas and
opinions but also respecting the rights of others
to
do
the
same..
A balance of standing up for our own desires
along with a genuine understanding of the other
person's point of view - and being willing to
change if what we hear makes sense
Express your positive feelings.
Express your negative feelings.
Be able to say NO
Be able to handle put downs
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Assertiveness
Being

assertive means to speak

or stand up for yourself or others
without diminishing someone
elses rights.
Assertiveness means to state or
affirm positively, assuredly,
plainly, or strongly.

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Being Assertive Is a Valuable Skill!

In A World where People:
Dont Listen To You,
Listen, But Dont Understand,
Or Understand, But Dont Respond

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ASSERTION Vs
AGGRESSION
Aggression

often encompasses
manipulation. Aggressive people
use anger, guilt, and reproaches
to get their way.

Assertiveness

means to speak or
stand up for yourself or others
without diminishing someone
elses rights.
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How to Be Assertive
Tackle

the problem not the person:

Why cant you clear up after yourself!

Please tidy your work bench.
Deal

with specifics not generalizations:

You are always late!

Why were you late again this morning?
Dont

over-apologize:

Honestly I cant apologize enoughIm most

dreadfully sorry

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How to Be Assertive
Dont

give excessive explanations

Take ownership of your message:
Use I statements. Rather than, Dont you think it
would be good idea to research this further?
Take ownership of the idea: I think more research
should be put into this.
As I am sure you will agree that the only sensible
thing to do is to amalgamate.
Do you like this design?

Assertive

requests:

would you open and distribute everyones mail

before making coffee?
Please open and distribute mail
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