Introduction to Human

Communication

Chapter #5
Communication Elements
Listening
Fall 2020

Claudia Robuck
 Listening
Benefits
Misconceptions
Faulty Listening Behaviors
Stages of Listening
Personal Listening Styles
Responding
 Listening

#1 Habit of Remarkably Charismatic People

They listen way more than they talk, ask

questions, maintain eye contact and smile.
They RESPOND, verbally and non-verbally, it
shows that the other person is important.
Listening shows you care.

Jeff Haden
 Listening
Listening is not about being quiet, it’s
about getting involved in what the
speaker is saying and keeping the
communication flowing
 Listening

Hurier Listening Model

Listening
 Listenin
g

Listening and hearing are not

the same
Listening is not natural
Everyone does not hear the same
message
Effective listening requires
effort
Listening
Challenges
 Listening

Challenges
Faulty Listening
Pseudo listening imitation of the real thing
Selective listening hearing what you want
Defensive listening turns innocent
comments into personal attacks
 Listening

Challenges
Faulty Listening
Ambushers collect information to attack
Insulated listeners avoid certain topics
Stage hogs conversational narcissists
Insensitive listeners take words at face
value
 Listening
Challenges
Faulty Listening
Not making the effort
Message overload
Rapid thought: we understand 600 yet speak
only 100-400 words per minute
Psychological noise: personal concerns, past
history
Physical noise
 Listening
Challenges
Hearing problems
Talking has more advantages
Cultural and gender differences
Assuming remarks have little value
Media influences
 Listening
Stages
Unconscious Incompetence unaware
errors being made and listening is skill
to be learned
Conscious Incompetence realization
of ineptitude and need to improve, may
cause anxiety which increases
incompetence
 Listening

Stages
Conscious Competence self monitors,
acknowledges incompetence, seeks to
improve, requires vigilance
Unconscious competence effortless
integration of skills, able to spontaneously
adjust to enhance quality of communication
 Listening
Personal Listening Styles
*Analytical seek details and proof
*Relational maintain relationships
*Task oriented develops plan
*Critical assess message quality
 Listenin
g

Informational Listening
Don’t argue or judge prematurely
Separate message from speaker
Find value in what someone is saying
Look for key ideas
Ask questions
Paraphrase
 Listening

Critical Listening
Listen before evaluating
Appraise speaker’s credibility
Examine speaker’s evidence and reasoning
Awareness of emotional appeals
 Listening

Listening as Social Support

Advise or help by offering a solution
Evaluate other’s thoughts and behaviors
Interpreting speaker’s message
Help someone think out a problem
 Listenin
g

When and How to Help

Understanding the situation
Knowledge of other person
Awareness of own strengths and weaknesses
 Listening

Door openers
Tell me more about that…
Help me understand what you mean…
I’m interested in what you think…
 Listening
International Listening Association promotes
the study, development and practice of
effective listening skills
For more information, visit their website at
www.listen.org
 Speak & Listen Exercise

Speakers prepare a two minute

informative speech that informs, instructs,
explains or describes
Listeners have one minute to identify
personal listening style, summarize
speaker’s main points, concepts and/or
ideas