Language Proficiency and Skill Development Course.
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Listening Skill
Language Proficiency and Skill Development Course
True or False? It is possible to listen without hearing.
It is possible to hear without listening.
Listening Skill
Listening requires effort
Faulty listening styles
Reasons for poor listening
Listening skills and listening strategies
LISTENING WITH...
“EXPERIENCE”“WHAT WE KNOW”BIASESSTEREOTYPESPERCEPTIONSEMOTIONS
Ten Causes for poor listening Effort – its hard to stay focused Message overload – too much at once Rapid thought – 600 wpm vs. 140 wpm Psychological noise – personal concerns Physical noise – distractions (fatigue) Hearing problems – frustration Faulty Assumptions - “heard it all before” Talking has more advantages = > who interrupts
more? Cultural Differences Media influences – MTV, radio, TV.
LISTENING What do good listeners look like?
◦ Verbally◦ Nonverbally
Listening is not a natural process. Listening requires effort (active not passive) All listeners do not receive the same
message.◦ We hear uniquely different messages◦ Physiological factors, social roles, cultural
background, personal interests, and needs.
Listening Stages Attending – paying attention. Mindfulness. Understanding/Interpreting
◦ Assigning meaning to messages◦ PRINCIPLE: The greater the similarity between
individuals, the greater the likelihood for more accurate understanding.
◦ PRINCIPLE: People understand best if they can relate what they are hearing to something they already know.
Listening Stages … continued
◦ PRINCIPLE: You understand best that which you also experience.
Responding: Giving observable feedback to speaker◦ Clarifying a message◦ Care about what the speaker says◦ Confirming understanding of a message◦ Nonverbal responses◦ Feedback – verbal responses
Remembering
LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND
LISTEN TO UNDERSTAND
1. RESTATE/REPEAT
2. PARAPHRASE
3. REFLECT FEELING
4. PARAPHRASE CONTENT AND REFLECT FEELING
5. SAY NOTHING
LISTEN TO UNDERSTAND
Before I can walk in another person’s
shoes, I must remove my
own.
Unknown
Four Personal Listening Styles
CONTENT ORIENTED: Focus on issues and arguments
PEOPLE ORIENTED: Focus on feelings and emotions
ACTION ORIENTED: Impatient and often finish speakers’ thoughts – tend to second guess
TIME ORIENTED: Prefer bulleted talking points quickly and briefly.
Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
1. Stop talking You cannot listen if you are talking.
2. Put the person at ease Help a person feel free to talk; create a permissive environment.
3. Show the person you Look and act interested; listen to want to listen understand, not to oppose.
4.Remove distractions Don’t doodle, tap, or shuffle papers; shut the door if
necessary to achieve quiet.
Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
5. Empathize Try to see the other person’s point of view.
6. Be patient Allow plenty of time; do not interrupt; don’t start for thedoor or walk away.
7. Hold your temper An angry person takes the wrong meaning from words.
Ten Rules for Good Listening
Rule Listening Reasoning Behind the Rule
8.Go easy on argument Don’t put people on the defensive and criticism and cause them to “clam up” or
become angry; do not argue even if you win, you lose.9. Ask questions This encourages a person and
shows that you are listening; it helps to develop points further.
10. Stop talking This is first and last, because all other guides depend on
it; you cannot listen effectively while you are talking.
LISTENING STRATEGIES
Informational
Critically
Emphatic
INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
Don’t argue or judge prematurely
Separate the message from the speaker
Be opportunistic
INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
Look for key ideas Ask questions
Sincere questions
INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
Counterfeit questionsseek “correct” answersbased on unchecked
assumptions
INFORMATIONAL LISTENINGINFORMATIONAL LISTENING
ParaphraseTake notes
Don’t wait too long before beginning to jot down ideas
Record only key ideasDevelop a note-taking format
CRITICAL LISTENINGCRITICAL LISTENING
Listen for information before evaluating
Evaluate the speaker’s credibility Is the speaker competent? Is the speaker impartial?
CRITICAL LISTENINGCRITICAL LISTENING
Examine speaker’s evidenceExamine emotional appeals
Is the evidence recent enough? Is enough evidence presented?
CRITICAL LISTENINGCRITICAL LISTENING
Examine emotional appealsIs the evidence from a reliable
source?Can the evidence be interpreted
in more than one way?
EMPATHIC LISTENINGEMPATHIC LISTENING
AdvisingBe confident that the advice is
correctAsk yourself whether the person
seeking your advice seems willing to accept it
EMPATHIC LISTENINGEMPATHIC LISTENING
AdvisingBe certain that the receiver won’t
blame you if the advice doesn’t work out
EMPATHIC LISTENINGEMPATHIC LISTENING
JudgingThe person with the problem should
have requested an evaluation from youYour judgment is genuinely
constructive and not designed to be a put-down
EMPATHIC LISTENINGEMPATHIC LISTENING
AnalyzingOffer your interpretation in a tentative
way rather than as absolute factYour analysis ought to have a
reasonable chance of being correct
EMPATHIC LISTENINGEMPATHIC LISTENING
AnalyzingYou ought to be sure that the other
person will be receptive to your analysis
Be sure that your motive for offering an analysis is truly to help the other person
EMPATHIC LISTENINGEMPATHIC LISTENING
QuestioningDon’t ask questions just to satisfy your
own curiosityBe sure your questions won’t confuse
or distract the person you’re trying to help
EMPATHIC LISTENINGEMPATHIC LISTENING
QuestioningDon’t use questions to disguise your
suggestions or criticisms
EMPATHIC LISTENINGEMPATHIC LISTENING
SupportingMake sure your expression of
support is sincereBe sure the other person can
accept your support
EMPATHIC LISTENINGEMPATHIC LISTENING
Prompting involves using silences and brief
statements of encouragement to draw others out, and in so doing, helping them solve their own problems
EMPATHIC LISTENINGEMPATHIC LISTENING
Paraphrasing Is the problem complex enough?Do you have the necessary time and
concern?Are you genuinely interested in helping
the other person?
EMPATHIC LISTENINGEMPATHIC LISTENING
ParaphrasingCan you withhold judgment?Is your paraphrasing in
proportion to other responses?
EMPATHIC LISTENINGEMPATHIC LISTENING
When and How to HelpThink about the situationThink about the other personThink about yourself
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