Chapter 4

Question 0

What are some misconceptions about listening?

Answer 0

1. Listening and hearing are not the same thing
2. 5 steps of listening
3. Listening is not a natural process but a skill
4. Listening requires effort
5. All listeners do not receive the same message

Question 1

What are the 5 steps of listening?

Answer 1

1. Hearing - physical
2. Attending - paying attention to a signal
3. Understanding - making sense of the message
4. Responding - giving observable feedback to the speaker
5. Remembering - people only remember half of what you hear, residual message is what we remember