Chapter 4 Flashcards
listening
the active process of making meaning from another person’s spoken message
hearing
the sensory process of receiving and perceiving sounds - listening is about creating meaning from what we hear
people-oriented style
a listening style that consists of finding common interests with others and discerning their emotions and interests (Palik listens to his customers, he tries to understand what they are thinking and feeling so he can relate to them effectively)
action-oriented style
the listening style that looks for organization and precision (Monica approves her interns filling her in on the week’s activities in a clear, straightforward way and gets frustrated when she can’t understand them)
content-oriented style
a listening style that hones in on intellectual challenges (they make him think about his own social and political views)
time-oriented style
a listening style that emphasizes efficiency (as emergency room physicians, they rely on quick, short reports of a patient’s condition from paramedics and nurses, and she gets impatient when they take more time than necessary)
HURIER model of effective listening
hearing- physically perceiving sound
Understanding- comprehending the words we have heard
remembering- storing ideas in memory
interpreting- assigning meaning to what we have heard
evaluating- judging the speaker’s believability and intentions
responding- indicating that we are listening
stonewalling
silence and a lack of expression on your face often signal a lack of interest in what the speaker is saying
backchanneling
facial expressions, nods, vocalizations such as “uh-huh,” and verbal statements like “I understand” let the speaker know you’re paying attention
paraphrasing
restating in your own words what the speaker has said shows you understand
empathizing
conveying to the speaker that you understand and share his or her feelings on the topic demonstrates empathy
supporting
expressing your agreement with the speaker’s opinion or point of view is the supportive strategy
analyzing
explaining your opinion or describing your experience provides your own perspective on what the speaker has said
advising
communicating advice to the speaker about what he or she should think, feel or do is the most active feedback strategy
informational listening
listening to learn
critical listening
listening with a goal of evaluating or analyzing what is being heard
empathic listening
listening that involves trying to identify with the speaker by understanding and experiencing what he/she is thinking or feeling
noise
anything that interferes with a receiver’s ability to encode or decode a message
pseudolistening
pretending to pay attention to someone but not really listening
selective attention
listening only to what we want to hear and ignoring the rest
information overload
the state of being overwhelmed by the huge amount of information taken in every day
glazing over
actually listening to the speaker, but allowing your mind to drift (daydreaming)
rebuttal tendency
the propensity to debate a speaker’s point and formulate a reply while that person is still speaking
closed-mindedness
the tendency not to listen to something with which we disagree
