TOPIC 3.

1
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LISTENING AND
RESPONDING
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LISTENING IS
IMPORTANT

WHAT
KNOWLEDGE LISTENING IS A
WILL WE PROCESS
LEARN?

LISTENING PRINCIPLES
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HOW TO USE LISTENING

SKILLS: AT SCHOOL, AT
WORK, AT HOME?

WHAT
SKILLS WILL HOW TO USE
WE LEARN? RESPONDING SKILLS?

WHICH RESPONDING
STYLES NEED TO USE?
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LISTENING IS
IMPORTANT

 70% of your day

consists of interpersonal
communication

 45% of that is comprised

of listening

 Listening skills are

usually less than ideal
 LISTENING IS IMPORTANT
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 Several benefits for

effective listening in the
workplace
 Bond of respect

 Productivity

 Cooler heads

 Confidence

 Accuracy

READ: TOPIC 3.1. CHEESEBRO.

CHAPTER 5, PAGE 103-105
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LISTENING IS A PROCESS

 Preparing to understand the message

 Physical
 Mental

 Listening happens when you decode the

message

 Respond/provide feedback
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LISTENING PRINCIPLES

 Listening is learned
 Do not interrupt
 Be together
 Honesty
 Have patience

 Listening is active
 First step is cultivating an interest
 Second step is focusing your
attention
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LISTENING PRINCIPLES

 Listening occurs faster than speech

 Average rate of speech is 125-150 wpm

 Average rate of thought is 500+ wpm

 Listening requires emotional control

 Goal is to understand the message the way the sender intended

 Loss of emotional control can occur when you make snap judgments

READ: TOPIC 3.1. CHEESEBRO. CHAPTER 5, PAGE 106-109

 HOW TO USE LISTENING SKILLS?
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AT Come prepared to listen - Do readings, use

SCHOOL supplements, bring supplies, position yourself

Listen for central ideas & main points

Use an effective note-taking system (Outlining,

Mapping, Logic Tree, Memory Devices)
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HOW TO USE LISTENING SKILLS?

AT Be attentive
WORK
Be opportunistic

Give and receive feedback

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HOW TO USE LISTENING SKILLS?

AT Take time to listen

HOME

Practice effective attending

behavior
Respond appropriately
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RESPONDING SKILLS

 Evaluating
 Judging/evaluating – say what is right or wrong, good or bad, passes
judgment

 Ex. “That was stupid!” “That’s right!”

 Advising/solving – shares advice/offers a solution

 Ex. “If I were you I would…” “Why don’t you…”

 RESPONDING
z SKILLS

 Interpreting

 Analyze, explain or teach the

sender about the cause
 Ex. “She probably did this
because…”

 Supporting

 Reassure, pacify or comfort

 Ex. “If there is any way I can

help…”
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RESPONDING SKILLS
 Questioning

 Probes, clarifies, inquires or

seeks more info
 Ex. “What makes you think that?”
“Where were you?”
 Open questions – require more
than a yes or no answer
 Closed questions – can be
answered with yes or no
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RESPONDING SKILLS

 Paraphrasing

 Summarizes, restates or reflects

 Restating in your own words what you think the speaker

meant
 Ex. “So what you are saying is…” “You mean you’re
feeling…”
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WHICH USE RESPONDING STYLES
NEED TO USE?

80% of your feedback will use 1 of 5 styles

1. Evaluating
 Doesn’t help unless sender asks for
advice

2. Interpreting
 Works best when your intention is to
offer insight into the problem’s causes
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Works best when
the sender has
determined the
3. Supporting problem and
needs
encouragement

WHICH RESPONDING
STYLES NEED TO USE? When your need
4. Questioning for additional
info is genuine

This reveals a
desire to
understand the
5. Paraphrasing
sender’s
thoughts and
feelings
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