The Interpersonal Communication Book

Joseph A. Devito

Listening and
Responding Skills
Chapter 4
Chapter Objectives
4.1 The listening process
4.2 Listening styles
4.3 Barries to effective listening
4.4 Improving listening and responding skills
 Larry King
Larry King

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Listening Defined

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The Process of Listening
LO 4.1 The listening process.

Stage One: Receiving

Stage Two: Understanding
Stage Three: Remembering
Stage Four: Evaluating
Stage Five: Responding
Listening
Listening Defined Hearing
-Receiving The physiological
-Understanding process of decoding
-Remembering sounds (stage one of
Listening)
-Evaluating
-Responding

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A Five-Stage Model of Listening
VIEWPOINTS
Listening Attentively
VIEWPOINTS
Hedging
VIEWPOINTS
False Memories
Styles of Effective Listening
LO 4.2 Listening styles
.

Empathetic and Objective Listening

Nonjudgmental and Critical Listening
Surface and Depth Listening
VIEWPOINTS
Negative Empathy
Styles of Effective Listening
Polite and Impolite Listening
Active and Inactive Listening
The Functions of Active Listening
The Techniques of Active Listening
VIEWPOINTS
Listening Politely
The Cultural Map
Politeness
Culture, Gender, and Listening

Culture and Listening

Language and speech
Nonverbal behaviors
Feedback
Culture, Gender, and Listening

Gender and Listening

Rapport and report talk
Listening cues
Amount and purposes of listening
VIEWPOINTS
Remembering Names
Listening Barriers
LO 4.3 Explain the major barriers to effective listening.

Distractions: Physical and Mental

Biases and Prejudices
Racist, Heterosexist, Ageist, and Sexist
Listening
Lack of Appropriate Focus
Premature Judgment
VIEWPOINTS
Cell Conversations
Improving Your Listening Skills
LO 4.4 Improving listening and responding skills

Stop
Look
Meta-message
Listen
Determine your listening
goal

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Improving Your Listening Skills
(Continued)
Transform listening barriers into listening goals
Mentally summarize the details of the message
Mentally weave these summaries into a focused
major point
Practice listening to challenging material

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How to Identify Both Major Ideas and
Details to Enhance Listening
1. Identify the major idea as you listen
2. Identify the overall emotional tone of the
message
3. Identify the overall organizational pattern
4. Identify the specific details or essential
pieces of information that help tell the story
or make the speaker’s point
5. Link the details you hear with what seems
to be the speaker’s purpose
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How to Improve Empathic Listening
Skills

Empathy
Imagine what your partner is thinking
Social decentering
Think about how you would react
Reflect on what you know about the other
person

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How to Improve Empathic Listening
Skills
Consider how most people would react
Compassionate listening
Active listening
Sympathy

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What’s Your Emotional
Intelligence (EI) Level and Why
Does It Matter?

Emotional intelligence (EI) is the ability to be

aware of, to understand, and to manage one’s
own emotions and those of other people.

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Benefits of EI

1. EI helps you accurately perceive messages

2. EI helps you think and work more effectively
3. EI helps you express emotions
4. EI helps you manage your emotions

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How to Improve Critical Listening
Skills
Critical listening
Assess information quality
Information triage
Separate facts from inference

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How to Improve Accurate
Responding Skills
Ask appropriate questions
Accurately paraphrase
Provide well-timed responses
Provide usable information
Accommodation theory

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How to Improve Empathic
Responding Skills
Don’t interrupt
Paraphrase emotions
Provide helpful social support

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Improving Your Confirmation
Skills
Confirming responses
Disconfirming response

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How to Provide Confirming
Responses
Direct acknowledgment
Agreement about judgments
Supportive response
Clarifying response
Expression of positive feeling
Compliment

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How to Avoid Disconfirming
Responses

Impervious response
Interrupting response
Irrelevant response
Tangential response
Impersonal response
Incoherent response
Incongruous response

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 End Show

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Pearson Education, Inc. All rights
reserved.