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Listening. The Process of Understanding. Hearing Vs Listening?. Hearing Is a BIOLOGICAL activity that involves reception of a message through sensory channels (5 senses) Listening

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  1. Listening The Process of Understanding

  2. Hearing Vs Listening? • Hearing • Is a BIOLOGICAL activity that involves reception of a message through sensory channels (5 senses) • Listening • Involves the Reception, PERCEPTION, Attention, Assignments of Meaning AND Response to the message received.

  3. Listening Process • Reception • Receiving of stimulus through sensory channels • Perception • Screening process, message if filtered through “World View” • Attention • Focus on specific Stimuli that has meaning to us

  4. Listening Process • Assignment of Meaning • Categorize information and Understand meaning to us • Response • Internal • Comprehension of message which changes attitudes, thoughts, feelings and beliefs • External • Facial Expressions, verbal feedback . . .

  5. Remembering • “The last aspect in the complete listening process is being able to recall what was said from stored memory.” • Seiler and Beall p. 153

  6. Functions of Listening • Comprehensive Listening • Listening to Obtain Information • Critical Listening • Listening to Evaluate • Therapeutic Listening • Listening with Empathy • Appreciation Listening • Listening for Enjoyment

  7. Effective Listening • Have a strong motivation and a clear purpose. • “Check” your attention periodically • Maintain eye contact • Find area of interest • Keep an open mind • Resist Distractions

  8. Barriers to Effective Listening • Consider topic uninteresting • Criticize the speaker Instead of the message • Concentrating on detail, not main ideas • “Avoid” difficult listening situation • Tolerate or Failing to Adjust to distractions • Faking Attention

  9. Competent Listeners • Prepared to Listen • Behave like “Good” Listeners • Stop talking • Don’t interrupt • Concentrate on what is being said • Ask questions • Maintain eye contact

  10. Competent Listeners • Take Good Notes • Listen for main ideas instead of every word • Review notes as soon as possible while information is fresh • Use note taking as an aid to listening, not replacement • “Think” about what is being said

  11. Empathic Listening • “Listening and responding with both the heart and mind to understand the speaker’s words, intent, and feelings.” • Stephen R. Covey p. 128

  12. Communicating Empathy • Paraphrasing • Put into your own words what you heard speaker say • “So you are saying that . . .” • Reflecting • Here you repeat a word or feeling back to speaker • SPEAKER “I am so frustrated when she does that.” • LISTENER “Frustrated?”

  13. Communicating Empathy • Summary/Clarifying • Similar to Paraphrasing, but here you sum up your understanding of the whole problem. • Questions • Why and for whom are you asking? • Genuine concern, need for clarification OR mere curiosity?

  14. Active Listening • The 70/30 RuleActive listeners spend 70% of their time listening and only 30% of their time talking.

  15. Using Empathic Listening • When interaction has strong emotional component • When relationship is strained or trust is low • When we are not sure we understand • When data presented is complex or unfamiliar • When we feel the sender is not confident we understand

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