Chapter 7: Receiving & Responding PDF

Chapter 7: Receiving & Responding Professor Katie Bruns Listening Hearing versus listening  Hearing: sound waves strike the eardrum  Listening: process of receiving and responding to others’ messages Myths of L...

Chapter 7: Receiving & Responding Professor Katie Bruns Listening Hearing versus listening  Hearing: sound waves strike the eardrum  Listening: process of receiving and responding to others’ messages Myths of Listening:  Listening is the same as hearing  Listening is effortless  All listeners share the same message Types of Listening 1. Informational Listening Listening to learn 2. Critical Listening Evaluating and analyzing 3. Empathetic Listening An attempt to experience what another is feeling or thinking 4. Appreciative Listening Listening for pure enjoyment Barriers to Listening Noise: physical, physiological, psychological, semantic Pseudo-listening: pretending to listen Selective attention: listening only to what one wants to hear Information Overload: overwhelmed by info Glazing Over: daydreaming Rebuttal Tendency: formulating a reply in lieu of listening Close-mindedness: not listening to anything with which you disagree Competitive Interrupting: interrupting to take control Components of Listening (HURIER Model) 1. Hearing: physiological aspect of listening 2. Understanding ◦ Awareness of the rules of the language ◦ Knowledge of the source of the message ◦ Context of the message 3. Remembering: ability to recall information 4. Interpreting: assigning meaning ◦ Attending to the verbal and nonverbal behaviors ◦ Signaling the interpretation to the speaker 5. Evaluating: judging if statements are true/accurate & considering the context 6. Responding: offering feedback 8 Types of Listening Responses 1. Silent Listening 2. Backchanneling 3. Questioning 4. Paraphrasing 5. Empathizing 6. Supporting 7. Analyzing 8. Evaluating 9. Advising Silent Listening Responding with silence and lack of facial expression Can express a lack of interest Backchanneling Showing you’re listening by using: 1. Nonverbals: Nodding, facial expressions 2. Verbalizations: “uh-huh” or “hmm” or 3. Verbal statements: “Interesting” Questioning Most popular response! Reasons to ask questions: 1. Clarify meanings 2. Gather more facts and details 3. Learn about others’ thoughts, feelings, wants Open vs. closed questions Beware of counterfeit questions! Paraphrasing Feedback that restates, in your own words, the message you thought the speaker sent. Types: 1. Change the speaker’s wording. 2. Offer an example of what you think the speaker is talking about. 3. Reflect the underlying theme of the speaker’s remarks. Empathizing Shows that you identify with the speaker. “I understand how you’re feeling.” Listeners are not empathizing when: 1. Denying others’ the right to their feelings. 2. Minimizing the significance of the situation. 3. Focusing on yourself. 4. Raining on the speaker’s parade. Supporting Expressing your agreement with the speaker’s opinion or point of view Types: 1. Agreement 2. Offers to help 3. Praise 4. Reassurance 5. Diversion Analyzing Providing your own interpretation by explaining your opinion or describing your experience Analysis can create more problems when: 1. Interpretation is incorrect and causes confusion 2. Analysis arouses defensiveness Evaluating Appraises the speakers’ thoughts/behaviors Evaluate when:  Speaker asks for it  It is constructive (not designed as a put-down) Advising Giving advice to the speaker about what he or she should think, feel, or do. Not helpful when:  Doesn’t offer the best suggestion  Not the time, place or person  Allows others to avoid responsibility  People don’t want advice or are not ready to accept it Activity! Get into groups of 3. Person A will tell person B a current, real problem. Person B will respond naturally. Person C will observe the response styles of person B and reveal which styles were most helpful.