Chapter 3

The Art of Effective Listening

Hearing vs Listening
 Hearing

• It is the
physiological
process of receiving
sound waves
Listening

• It is the
cognitive
process
whereby
people attach
meaning to
aural signals
The Listening Level Energy
Involvement Scale
Listening to Help Others
Listening to Analyze and Evaluate
Content
Listening to Retain Content

Listening to Understand Content

Hearing
Three Basic Listening Modes

1. Competitive or Combative
2. Passive or Attentive Listening
3. Active or Reflective Listening
 Competitive or Combative
Listening

• happens when we are more interested in

promoting our own point of view than in
understanding or exploring someone else’s
view
Passive or Attentive Listening

• we are genuinely interested in hearing and

understanding the other person’s point of view
Active or Reflective Listening

• it is the most useful and highest form of

listening skill
• give and take of information are freely shared
Characteristics of Effective
Listening

1. Selective- option on what to listen and

for whom to listen
2. Purposeful- particular or specific
purpose
3. Attentive- communication is a two-
way process, know how to willingly
listen and manifest interest
 Ten Steps of Effective Listening
(Schilling, 2012)
1. Face the speaker and maintain eye contact
2. Be attentive, but relaxed
3. Keep an open mind
4. Listen to the Words and try to picture what the speaker is
saying
5. Don’t interrupt and don’t impose your “solutions”
6. Wait for the speaker to pause to ask clarifying questions
7. Ask questions only to ensure understanding
8. Try to feel what the speaker is feeling
9. Give the speaker regular feedback
10. Pay attention to what isn’t said---- to nonverbal cues
 Types of Listeners

1. Eager Beaver-keeps smiling and nodding as the speaker talks

whether or not the message gets through to him as the real
question
2. The Sleeper
3. The Tiger- ready to pounce on everything the speaker is saying
and looking for trouble
4. The shy, bewildered listeners- slow listener; the speaker
should slow down and repeat the information that is being said
5. The relaxed- no reaction either positive or negative
6. Busy bee- writes everything that a speaker is saying
7. The two-eared-listener- he listens not only with his ears but
also with his mind
 Types of Listeners

1. Eager Beaver-keeps smiling and nodding as the speaker talks

whether or not the message gets through to him as the real
question
2. The Sleeper
3. The Tiger- ready to pounce on everything the speaker is saying
and looking for trouble
4. The shy, bewildered listeners- slow listener; the speaker
should slow down and repeat the information that is being said
5. The relaxed- no reaction either positive or negative
6. Busy bee- writes everything that a speaker is saying
7. The two-eared-listener- he listens not only with his ears but
also with his mind
 Types of Listeners

1. Eager Beaver-keeps smiling and nodding as the speaker talks

whether or not the message gets through to him as the real
question
2. The Sleeper
3. The Tiger- ready to pounce on everything the speaker is saying
and looking for trouble
4. The shy, bewildered listeners- slow listener; the speaker
should slow down and repeat the information that is being said
5. The relaxed- no reaction either positive or negative
6. Busy bee- writes everything that a speaker is saying
7. The two-eared-listener- he listens not only with his ears but
also with his mind
 Types of Listeners

1. Eager Beaver-keeps smiling and nodding as the speaker talks

whether or not the message gets through to him as the real
question
2. The Sleeper
3. The Tiger- ready to pounce on everything the speaker is saying
and looking for trouble
4. The shy, bewildered listeners- slow listener; the speaker
should slow down and repeat the information that is being said
5. The relaxed- no reaction either positive or negative
6. Busy bee- writes everything that a speaker is saying
7. The two-eared-listener- he listens not only with his ears but
also with his mind
 Types of Listeners

1. Eager Beaver-keeps smiling and nodding as the speaker talks

whether or not the message gets through to him as the real
question
2. The Sleeper
3. The Tiger- ready to pounce on everything the speaker is saying
and looking for trouble
4. The shy, bewildered listeners- slow listener; the speaker
should slow down and repeat the information that is being said
5. The relaxed- no reaction either positive or negative
6. Busy bee- writes everything that a speaker is saying
7. The two-eared-listener- he listens not only with his ears but
also with his mind
 Types of Listeners

1. Eager Beaver-keeps smiling and nodding as the speaker talks

whether or not the message gets through to him as the real
question
2. The Sleeper
3. The Tiger- ready to pounce on everything the speaker is saying
and looking for trouble
4. The shy, bewildered listeners- slow listener; the speaker
should slow down and repeat the information that is being said
5. The relaxed- no reaction either positive or negative
6. Busy bee- writes everything that a speaker is saying
7. The two-eared-listener- he listens not only with his ears but
also with his mind
 Types of Listeners

1. Eager Beaver-keeps smiling and nodding as the speaker talks

whether or not the message gets through to him as the real
question
2. The Sleeper
3. The Tiger- ready to pounce on everything the speaker is saying
and looking for trouble
4. The shy, bewildered listeners- slow listener; the speaker
should slow down and repeat the information that is being said
5. The relaxed- no reaction either positive or negative
6. Busy bee- writes everything that a speaker is saying
7. The two-eared-listener- he listens not only with his ears but
also with his mind
 Motives of the Audience to
Listen
1. Self-preservation – survival
2. Power- appeal to be the leader
3. Property- desire to own
4. Reputation- we care what other people will think about
us
5. Sentiment- relate to the situation
6. Taste- taste in clothes, decoration, music and sculpture
7. Affection- It concern with the welfare of others
End of Chapter 3