Chapter 5- Listening And Responding Skills Flashcards
Listening
Process of selecting, attending to, creating meaning from, remembering, and responding to verbal and nonverbal messages.
Hearing
Physiological process of decoding sounds.
Selecting
Process of choosing one sound while sorting through various sounds completing for your attention.
Attending
Process of focusing on a particular sound or message.
Understanding
Process of assigning meaning to sound.
Remembering
Process of recalling information
Responding
Process of confirming your understanding of a message
Listening style
Preferred way of making sense out of spoken messages
Relational listeners
Those who choose to focus on the emotions and feelings communicated verbally and no verbally by others
Analytical listeners
Those who withhold judgement, listen to all sides of an issue, and wait until they hear the facts before reaching a conclusion.
Critical listeners
Those who prefer to listen for the facts and evidence to support key ideas and an underlying logic; they listen for errors, inconsistencies and discrepancies.
Task-oriented listeners
Those who look at the overall structure of the message to see what action needs to be taken; they also like efficient, clear, and briefer messages.
Second guessing
Questioning the ideas and assumptions underlying a message; assigning whether it is true or false.
Conversational narcissism
A focus on personal agendas and self-absorption rather than on the needs and idea of others.
Selective listening
Letting pre-formed biases, prejudices, expectations, and stereotypes cause us to hear what we want to hear, instead of listening to what a speaker actually said.
Emotional noise
Form of communication interference caused by emotional arousal.
Ambush listener
Person who is overly critical and judgmental when listening to others.
Listener apprehension
The fear of misunderstanding, misinterpreting, or being unable to adjust to the spoken messages of others.
Listening barriers
- Self absorption
- Unchecked emotions
- Criticism of the speaker
- Differing speech and thought rate
- Information overload
- External noise
- Listener apprehension
How to improve listening comprehension skills
Stop- tune out distracting competing messages. Become conscious of being distracted; use on-task self-talk to remain focused.
Look- be aware of speaker’s nonverbal cues;monitor own nonverbal cues. Establish eye contact; avoid fidgeting or other task when someone is speaking to you; listen with your eyes.
Listen-create meaning from your partners verbal and nonverbal msg. Mentally summarize details; link detail with main ideas.
Empathy
Emotional reaction that is similar to the reaction being experienced by another person; empathizing is feeling what another person is feeling.
Social decentering
Cognitive process in which we take into account another persons thoughts, feelings, values, background, and perspective.
Compassionate listening
Nonjudgmental, no defensive, empathic listening to confirm the worth of another person.
Active listening
The process of being physically and mentally engaged in the learning process and letting the listener know that you are engaged.
Sympathy
Acknowledgement of someone’s feelings.
Emotional intelligence
The ability to be aware of, understand, and manage ones own emotions and those of other people.
How to improve critical listening skills
- Assess information quality
2. Separate fact from inference
Critical listening
Listening to evaluate and assess the quality, appropriateness, value, or importance of information.
Information triage
Process of evaluating information to sort good information from less useful or less valid information.
Fact
Something that has been directly observed to be true and thus has proven to be true
Inference
Conclusion based on speculation
Paraphrase
Verbal summary of the key ideas of your partners message that helps you check the accuracy of your understanding.
Communication accommodation theory
Theory that all people adapt their behavior to other to some extent.
How to improve empathetic responding skills
- Don’t interrupt
- Paraphrase emotions
- Provide helpful social support
Social support
Expression of empathy and concern for others that is communication while listening to them and offering positive and encouraging words.
Confirming response
Statement that causes another person to value himself or herself more
Disconfirming response
Statement that causes another person to value himself or herself less.
