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OL 109 > Chapter 5 > Flashcards

Chapter 5 Flashcards

1
Q

Define Listening

A

Listening is the process of receiving, interpreting and responding to spoken and non-verbal messages.

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2
Q

Define Mindless listening

A

When we react to others’ messages automatically without mental investment

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3
Q

Define Mindful Listening

A

Give careful and thoughtful attention and responses to the messages we receive.

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4
Q

What are the 4 listening styles?

A
  1. Task-oriented
  2. Relational Listening
  3. Analytical listening
  4. Critical Listening
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5
Q

Define Task-oriented listening

A
  • Concerned with efficiency and accomplishing the current task.
  • Minimizes the emotional issues and concerns that are important to business and personal transactions.
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6
Q

Define Relational Listening

A
  • Concerned with building relationship with others

- Might lose their detachment and ability to objectively assess information

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7
Q

Define Analytical Listening

A
  • Attending to the full message before judging it.
  • Wants to hear all of the details before they form an opinion
  • Can be time-consuming and impractical at some times
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8
Q

Define Critical Listening

A
  • Desire to evaluate the message.
  • COncerned with understanding the message and assessing quality, focusing on accuracy and consistency
  • Helpful when the goal is to investigate a problem, but might frustrate others some times.
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9
Q

What are some challenges with listening?

A
  • Everyone interprets things differently.

Physiological, social roles, backgrounds, interest all distort the data we hear and how we interpret the message.

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10
Q

What are the barriers of Listening?

A
  • Information overload
  • Personal Concerns
  • Rapid thought
  • Noise.
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11
Q

Define Infomation overload

A
  • Because we encounter speech in all aspects of our lives, it’s hard to focus on one of them from long periods of time
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12
Q

Define Personal Concern

A
  • We are concerned with the messages that are most important to us.
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13
Q

Define Rapid Thought

A
  • We think almost four times faster than we speak, and so we can think of other things while listening to someone talk.
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14
Q

Define Noise

A

Our environment can distract us from paying attention

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15
Q

Define Pseudo-Listening

A

Pretending to pay attention (nodding your head, making eye contact) when you aren’t actually retaining any information

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16
Q

Define Stage Hogging

A

expressing your opinions without letting others share theirs

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17
Q

What are some Poor Listening techniques

A
  • Pseudo-Listening
  • Stage Hogging
  • Selective Listening
  • Filling in the gaps
  • Isolated Listening
  • Defensive Listening
  • Ambushing
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18
Q

Define Selective Listening

A

Responding only to the parts of a conversation that you find interesting

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19
Q

Define Filling in the gaps

A

Manufacturing information that wasn’t part of the original message

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20
Q

Define Isolated listening

A

Tuning out topics that you would rather not listen to

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21
Q

Define Defensive Listening

A

Taking innocent comments as personal attacks

22
Q

Define Ambushing

A

Collecting information to use against the speaker

23
Q

What are the components of Listening?

A
  • Hearing
  • Attending
  • Understanding
  • Remembering
  • Responding
24
Q

Define Hearing

A
  • The physiological aspect of listening where sound waves travel into our ears and are transmitted to the brain
25
Q

Define attending

A
  • Choosing what to focus on and tuning the rest of the information out
26
Q

Define understanding

A

Attaching meaning to a message.

27
Q

Define Listening fidelity

A

The amount of agreement between what the listener understands and what the speaker was trying to communicate

28
Q

Define Remembering

A

the ability to recall information once we’ve understood it.

- Affected by the number of times you hear it, the amount of information received at once.

29
Q

Define Responding

A

Giving observable feedback to the speaker:

  • paraphrasing / asking questions
  • Eye-contact, nodding head, smiling, leaning forward.
30
Q

What do good listeners do?

A
  • Ask and answer questions
  • Provide reflective and relevant feedback
  • Give speaker time and space to express themselves
  • Respond nonverbally by making eye contact, nodding head and leaning forward
31
Q

Define silent listening

A

staying attentive and non-verbally responsive-without saying anything but still paying close attention

32
Q

What are the benefits of asking non-directive questions

A
  • To clarify the meaning
  • Learn about others’ thoughts, feelings and wants
  • Encourage collaboration
  • Encourage discovery
33
Q

Define sincere questions

A

questions aimed to understand others

34
Q

Define counterfeit questions

A

questions disguised as attempts to send a message, not receive one.

35
Q

Define paraphrasing

A

providing feedback that restates, in our own words, the message you thought the speaker sent

36
Q

Define Empathizing

A

Responding to show that you identify with the speaker.

37
Q

Define supporting

A
  • Revealing the listener’s solidarity with the speaker’s situation
  • agreeing
  • offering help
  • praise
  • reassurance
  • diversion
38
Q

define Analyzing

A

Offering an interpretation of the speaker’s message.

  • Helpful when people who are having problems consider the alternative meaning of the problem.
  • Make sure the person is n the right headspace for this and they have asked for it!
39
Q

Define Evaluating

A

Appraising the sender’s thought and behaviours in some way.

- Make sure you are qualified to judge the person!!!

40
Q

Define Advising

A

Telling someone what you think they should do about a situation or problem.
- Make sure you are qualified to tell them and that they are in the right headspace to do so.

41
Q

What are the types of listening responses?

A
  • Silent Listening
  • Questioning
  • Paraphrasing
  • Empathizing
  • Supporting
  • Analyzing
  • Evaluating
  • Advising
42
Q

What are the factors to consider when choosing a listening response?

A
  1. Think about the situation
  2. Think about the state of the other person (are they open to receiving help)
  3. Think about yourself (what response are you best at?)
43
Q

What are the parts of the HURIER model?

A
  • Hearing
  • Understanding
  • Interpreting
  • Evaluating
  • Responding
44
Q

Define Understand according to the HURIER model of Listening

A
  • Comprehending the meaning of the message.
  • Not judging or evaluating the meaning yet.
  • This is where you should ask questions
45
Q

Define Remembering according to the HURIER model of Listening

A

Bringing information stored in memory to help us process current information and also help predict the future.

46
Q

Define Interpreting according to the HURIER model of Listening

A

Understanding a message from your perspective and from the speaker’s perspective

47
Q

Define Evaluating according to the HURIER model of Listening

A
  • Judging the information based on our biases
  • Do we agree or disagree
  • Looking for credibility in the message
48
Q

Define Responding according to the HURIER model of Listening

A
  • Communicating that you are listening

- Choosing an appropriate response to communicate your own thoughts about the message received.

49
Q

What are personal Filters?

A

filters based on your interests from before the conversation that influences you to focus on that information during the conversation.

50
Q

What are some good listening habits?

A
  • Talk less
  • Eliminate noise
  • Identify your filters
  • Stay on Task
  • Take Notes
  • Avoid premature judgement
51
Q

How do you listen actively?

A
  • Paraphrase
  • ask for clarification
  • Responding empathetically

OL 109 (10 decks)

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