Exam 2: Ch. 5-8 Flashcards
Listening defined:
complex process of selecting, attending to, creating meaning from, remembering, and responding to verbal and nonverbal messages
Hearing defined:
The physiological process of decoding sounds
Listening styles: (4)
relational listening style
analytical listening style
critical listening style
task-oriented listening style
Relational Listeners:
- tend to prefer listening to people’s expressions of their emotions and feelings
- searches for common interests and seeks to empathize with the feelings of others
- less apprehensive when communicating with others
- also called “sympathetic listeners”
Analytical Listeners:
- focus on facts and tend to withhold judgement before reaching a specific conclusion
- tend to listen to an entire message before assessing the validity of the information they hear
- focus more on facts and details than emotions
critical listeners:
- are good at evaluating information they hear
- able to hone in on inconsistencies in what someone says
- more likely to catch errors in the overall logic and reasoning that is being used to reach a conclusion
- also called “second guessers”
task-oriented listeners:
- focuses more on achieving a specific outcome or accomplishing a task than focusing on the communication relationship when they listen to others
- focuses on verbs - what needs to be done
- they want to do something with the information that they hear.
Why should we understand our listening style: (3)
- can help you adapt and adjust to the listening situation
- understand that you may have more than one listening style
- be aware of the listening styles of others so that you can communicate messages that they are more likely to hear
Different listening barriers: (7)
- being self-absorbed
- unchecked emotions
- criticizing the speaker
- differing speech rate and thought rate
- information overload
- external noise
- listener apprehension
Conversational Narcissism:
- being self-absorbed
- when a self-absorbed communicator is just talking about their ideas, experiences, and stories
selective listening:
- self-absorbed
- letting pre-performed biases, prejudices, expectations, and stereotypes cause us to hear what we want to hear instead of listening to what a speaker actually said
ambush listener:
person who is overly critical and judgmental when listening to others
Listener apprehension:
the fear of misunderstanding or misinterpreting, or not being able to adjust psychologically to messages spoken by others
Three steps to being more of an other-oriented listener:
1) stop
2) look
3) listen
social decentering:
cognitive process in which we take into account another person’s thoughts, feelings, values, and background, and perspective
Listen actively:
- process of being physically and mentally engaged in the listening process and letting the listener know that you are engaged
- confirms message understanding
- confirms message affect
critical listening:
- goal is to use information to make a choice
- Information triage: process of evaluating and sorting out information
fact:
something that has been directly observed to be true and thus has proven to be true
inference:
conclusion based on speculation
How does listening well help in a work-related atmosphere?
things go more efficiently because things only need to be said once
How does listening well help in a medical related situation?
i. This could be life or death – medicine that is prescribed wrong could kill
ii. Prevents mistakes from happening when listening well
iii. If patients don’t like talking about something personal then they only need to say it once – reduces frustration and embarrassment.
iv. Patients are more satisfied/happier/ and healthier when they feel they are being listen to.
How to improve accurate responding skills: (5)
- Ask appropriate questions
- accurately paraphrase
- provide well-timed responses
- provide usable information
- appropriately adapt your responses
How to improve empathic responding skills: (3)
- dont interrupt
- paraphrase emotions
- provide helpful social support
social support:
expression of empathy and concern for others that is communicated while listening to them and offering positive and encouraging words
How to improve your confirmation skills: (6)
- direct acknowledgement
- agreement about judgements
- supportive response
- clarifying response
- expression of positive feeling
- compliment
How to avoid Disconfirming responses:
- impervious responses
- interrupting response
- irrelevant response
- tangential response
- impersonal response
- incoherent response
- incongruous response
Words as symbols:
word, sound, or visual image that represents something else, such as thought, concept, or object.
Relating to the idea of words being symbols:
referent: thing that a symbol represents
thought: mental process of creating an image, sound, concept, or experience triggered by a referent or symbol