CH.4: listening effectively

Question 1

hearing

Answer 1

a physiological activity that occurs when sound waves hit our eardrums; passive

Question 2

listening

Answer 2

an active, complex process that includes being mindful, physically receiving messages, selecting and organizing information, interpreting communication, responding, and remembering

Question 3

mindfulness

Answer 3

the first step in listening; being fully engaged in the moment

Question 4

responding

Answer 4

communicating attention and interest as well as voicing our own views when appropriate

Question 5

remembering

Answer 5

retaining what you have heard; retention decreases quickly and with time

Question 6

message overload

Answer 6

external obstacle - too much communication at once

Question 7

message complexity

Answer 7

external obstacle - the more detailed and complicated ideas are, the harder it is to follow and retain them

Question 8

environmental distractions

Answer 8

external obstacle - noise in the environment

Question 9

preoccupation

Answer 9

internal obstacle - busy with our own thoughts and concerns

Question 10

prejudgements

Answer 10

internal obstacle - prejudging others and/or their ideas; assuming we know what others feel, think, are going to say (mind reading)

Question 11

lack of effort

Answer 11

internal obstacle - not willing to actively listen

Question 12

failure to adjust to diverse communication styles

Answer 12

refusing to learn and adjust to different communication/listening styles

Question 13

pseudolistening

Answer 13

nonlistening - pretending to listen

Question 14

monopolizing

Answer 14

nonlistening - continuously focusing communication on oneself instead of the person talking
- conversational rerouting
- diversionary interrupting

Question 15

selective listening

Answer 15

nonlistening - focusing on only particular parts of messages

Question 16

defensive listening

Answer 16

nonlistening - perceiving personal attacks, criticisms, or hostility, in communication when no offense is intended

Question 17

ambushing

Answer 17

nonlistening - listening carefully for the purpose of attacking

Question 18

literal listening

Answer 18

nonlistening - listening only to the content level of meaning and ignoring the relationship level of meaning

Question 19

informational listening

Answer 19

listening to gain and understand information; focus on content level meaning

Question 20

critical listening

Answer 20

listening to form opinions and to evaluate people and ideas

Question 21

relational listening

Answer 21

listening to support another or understand their feelings and perceptions; focuses on both content and relational level of meaning

Question 22

informational/critical listening guidelines

Answer 22

• be mindful
• control obstacles
• ask questions
• use aids to recall
• organize information

Question 23

relational listening guidelines

Answer 23

• be mindful
• suspend judgment
• understand the other’s perspective
• express support

Question 24

paraphrashing

Answer 24

a method of clarifying others’ meaning by restating their communication

Question 25

minimal encouragers

Answer 25

responses that express interest in hearing more and invite the person to elaborate

Question 26

other forms of listening

Answer 26

• listening for pleasure
• listening to discriminate (differentiate)