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HLST 154 - Professional Communication > Chapter 5: Listening and Empathy (Lessons 7 & 8) > Flashcards

Chapter 5: Listening and Empathy (Lessons 7 & 8) Flashcards

1
Q

_______ is a primary means through which we learn new information.

A

Listening

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2
Q

Listening demands ______ participation

A

active

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3
Q

_________ violates the therapeutic relationship

A

sympathy

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4
Q

What are the 3 main characteristics of listening?

A
  1. focused
  2. voluntary
  3. intentional
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5
Q

What are the 3 main characteristics of hearing?

A
  1. accidental
  2. involuntary
  3. effortless
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6
Q

The better you listen, the more you will be ________ to.

A

listened

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7
Q

Hearing

A

an automatic brain response to sound that requires no effort

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8
Q

Listening

A

-a purposeful and focused process that requires motivation and effort
-used to understand the meanings expressed by a speaker

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9
Q

Research suggests we remember less than ___% of what we hear in a conversation

A

50%

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10
Q

Benefits of Listening

A

-completing tasks
-learning
-building relationships
-developing accurate self-concept (communicate our identity)
-be better students and more professional

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11
Q

Listening Definition

A

the learned process of receiving, interpreting, recalling, evaluating, and responding to verbal and nonverbal messages

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12
Q

Active Listening

A

-giving careful and thoughtful attention and responses to messages received
-uses body language, tone, word choice to help speaker feel heard and understood

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13
Q

The Listening Process

A

-no defined start and finish
-consists of cognitive, behavioural, affective processes

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14
Q

Cognitive Processes

A

attending to, understanding, receiving and interpreting contextual and relational messages

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15
Q

Behavioural Processes

A

responding with verbal/nonverbal feedback

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16
Q

Affective Processes

A

being motivated to attend to others

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17
Q

What are the essential ingredients to active listening?

A

-empathy
-respect
-presence

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18
Q

Empathy in Active Listening

A

-understanding
-being aware
-sensitive to feelings and emotions

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19
Q

How to use empathy in active listening?

A

“It sounds like you’re feeling _____, is that right?”

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20
Q

Respect in Active Listening

A

-hearing patient and allowing them to express thoughts without interruption

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21
Q

How to use respect in active listening?

A

“What do I need to know about you that will help me take care of you?”

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22
Q

Presence in Active Listening

A

-being attentive to needs
-being in the moment

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23
Q

How to use presence in active listening?

A

“I’m just going to sit here quietly with you for a moment if that’s okay.”

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24
Q

Listening Stage 1: Receiving

A

-taking in stimuli through our senses
-physiological; usually auditory and visual channels

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25
Q

Listening Stage 2: Interpreting

A

-combine visual and auditory information
-try to make meaning
-may be short if understanding is not important

26
Q

Listening Stage 3: Recalling

A

-relies partially on memory
-sensory memory, STM, LTM, working memory

27
Q

How long can STM retain memory for?

A

20s to 1 min

28
Q

How long can LTM retain memory for?

A

may be stored indefinitely

29
Q

Recall

A

-an important part of the listening process

30
Q

Listening Stage 4: Evaluating

A

-judge credibility, worth
-reading between the lines

31
Q

Listening Stage 5: Responding

A

-sending verbal and nonverbal messages that indicate attentiveness and/or understanding

32
Q

Back-channel Cues

A

-aka verbal fillers
-verbal and nonverbal signals sent during conversation
-ie. head nod

33
Q

Paraphrasing

A

-a responding behaviour that shows you understand what was communicated
-ie. “It seems like you are saying _____ is this correct?”

34
Q

Discriminative Listening

A

-focused
-primarily physiological
-occurs mainly at the receiving stage
-scan and monitor surrounding to isolate stimuli
-ie. nonverbals, gestures, facial expression

35
Q

Informational Listening

A

-listening to comprehend and retain information
-not evaluative
-common in teaching and learning
-retention and recall are essential components

36
Q

Critical Listening

A

-analyzing or evaluating a message based on inferred and verbally presented information
-ie. problem solving

37
Q

Guidelines for Critical Listening

A

-listen to the entire message before making a judgement
-listen for evidence
-analyze credibility and possible hidden agendas
-consider speakers nonverbal communication

38
Q

Sympathy

A

infers compassion for another person’s situation from your perspective

39
Q

Empathy

A

enables you to view another persons situation from their perspective

40
Q

Empathy requires you to ______ not ______

A

understand; agree

41
Q

Comprehensive Listening

A

-understanding
-where clinical judgement falls under

42
Q

Empathetic Listening

A

-understanding the pov of another person and what must be done for them

43
Q

People-Oriented Listener

A

-interested in the speaker
-learn how speaker thinks/feels

44
Q

Action-Oriented Listeners

A

-primarily interested in finding out what the speaker wants
-aka task-oriented listening

45
Q

Content-oriented Listeners

A

-interested in the message
-desire well-developed info with solid explanations and credible evidence

46
Q

Time-oriented Listeners

A

-prefer a message that gets to the point quickly

47
Q

Silent Listening

A

-occurs when you say nothing
-may be interpreted in various ways

48
Q

Questioning

A

-sincere questions, counterfeit question

49
Q

3 Types of Paraphrasing

A
  1. change speakers wording
  2. offer an example of what you think they are talking about
  3. reflect on the underlying theme
50
Q

Empathizing

A

-shows you identify with what they said
-“I understand how difficult this must be for you”

51
Q

Supporting

A

-agreement, offer to help, praise, reassurance, diversion
-make sure you are sincere
-focus on the now

52
Q

Analyzing

A

-helps gain alternatives and perspectives

53
Q

Evaluating

A

-appraises speakers thoughts or behaviours
-ie. “that makes sense”

54
Q

Barriers to Listening: Environmental

A

-lighting
-temperature
-furniture

55
Q

Physiologic Noise

A

-pain from illness, injury, stress

56
Q

Psychological Noise

A

-moods or arousal

57
Q

Response Preparation

A

-our tendency to rehearse what we will say next while the speaker is still talking

58
Q

Barriers to Listening

A

-environment
-noise
-lack of listening preparation
-poor messages or speakers
-prejudice
-multitasking
-interrupting

59
Q

Distorted Listening

A

-getting the order of the information wrong

60
Q

Rationalization

A

-a form of distorted listening
-editing information to fit our existing schemata

HLST 154 - Professional Communication (9 decks)

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