Art of Listening PDF

Art of Listening PREPARED BY MS. ROCIO MARIE M. TEJIDO, LPT  Listening OBJECTIVES: 1. Explain the importance of effective listening 2. Identify the process, types and barriers of listening 3. Demonstrate skills in effective listening Listening is the beginning of understan...

Art of Listening PREPARED BY MS. ROCIO MARIE M. TEJIDO, LPT  Listening OBJECTIVES: 1. Explain the importance of effective listening 2. Identify the process, types and barriers of listening 3. Demonstrate skills in effective listening Listening is the beginning of understanding. all positive human relationships begin with effective listening. it is about effectively absorbing the speaker's message and showing that you are interested in the information being shared. in so doing, he also gave feedback on reaction to what is being shared through verbal and nonverbal communication. Communication breakdowns are often caused by misunderstandings which are rooted in ineffective listening. even though there are noise and barriers, if you want truly wants to listen, he or she finds ways as achieving effective communication begins with effective listening. Listening involves a lot of skills depending on the purpose of listening and the types of listening. Listening and Hearing Listening and Hearing Our ears perceive sounds and hearing these sounds this not automatically qualify as the act of listening. obviously when the sound enters our ears, this has something to do with the physical process of perceiving it; this is hearing. However, when the sounds being heard are processed mentally, which obviously requires effort and focus, this now becomes listening. Listening and Hearing Many would say that listening is a passive activity. but if you really try to understand the process of listening, it entails focus, concentration and engagement. Thus, it is an active process that involves the ears and all other senses. When one is being fully involved, he is in state of "active listening." Here, the speaker can sense that the person listening is involved by looking at nonverbal cues such as nodding the head, smiling and or maintaining eye contact. These are essential parts that may be part of feedbacking. Definition ∙ Listening is the first language skill learned or mastered before somebody learns speaking, reading, and writing. ∙ Sevik (2012, p.328) states that listening is the fundamental skill that must be learned in the language learning process. ∙ Listening is very important in language learning because it provides input for students and has a vital role in developing students’ language knowledge (Rost, 1994). If students cannot understand the input, the learning process cannot begin. The Process ∙ Listening is an active process by which we make sense of, assess, and respond to what we hear. ∙ An effective listener must hear and identify the speech sounds directed toward them, understand the message of those sounds, critically evaluate or assess that message, remember what’s been said, and respond (either verbally or nonverbally) to information they’ve received. ∙ The listening process involves five stages: receiving, understanding, evaluating, remembering, and responding. Active Listening Active listening is a particular communication technique that requires the listener to provide feedback on what he or she hears to the speaker, by way of restating or paraphrasing what they have heard in their own words. The goal of this repetition is to confirm what the listener has heard and to confirm the understanding of both parties. The ability to actively listen demonstrates sincerity, and that nothing is being assumed or taken for granted. Active listening is most often used to improve personal relationships, reduce misunderstanding and conflicts, strengthen cooperation, and foster understanding. When engaging with a particular speaker, a listener can use several degrees of active listening, each resulting in a different quality of communication with the speaker. This active listening chart shows three main degrees of listening: repeating, paraphrasing, and reflecting.  Active listening can also involve paying attention to the speaker’s behavior and body language. Having the ability to interpret a person’s body language lets the listener develop a more accurate understanding of the speaker’s message. The Receiving Stage ∙ The first stage of the listening process is the receiving stage, which involves hearing and attending. ∙ Hearing is the physiologicalprocess of registering sound waves as they hit the eardrum. As obvious as it may seem, to effectively gather information through listening, we must first be able to physically hear what we’re listening to. The clearer the sound, the easier the listening process becomes. A. The Receiving Stage ∙ Paired with hearing, attending is the other half of the receiving stage in the listening process. Attending is the process of accurately identifying and interpreting sounds we hear as words. The sounds we hear have no meaning until we give them their meaning in context. Listening is an active process that constructs meaning from both verbal and nonverbal messages. The Challenges of Reception ∙ Listeners are often bombarded with a variety of auditory stimuli all at once, so they must differentiate which of those stimuli are speech sounds and which are not. Effective listening involves being able to focus on speech sounds while disregarding other noise. The Challenges of Reception ∙ For instance, a train passenger that hears the captain’s voice over the loudspeaker understands that the captain is speaking, then deciphers what the captain is saying despite other voices in the cabin. Another example is trying to listen to a friend tell a story while walking down a busy street. To best listen to what she’s saying, the listener needs to ignore the ambient street sounds. The Challenges of Reception ∙ Attending also involves being able to discern human speech, also known as “speech segmentation. “1 Identifying auditory stimuli as speech but not being able to break those speech sounds down into sentences and words would be a failure of the listening process. Discerning speech segmentation can be a more difficult activity when the listener is faced with an unfamiliar language. ∙ B. The Understanding Stage The second stage in the listening process is the understanding stage. Understanding or comprehension occurs when both the speaker and audience share an experience of meaning and constitutes the first step in the listening process. This is the stage during which the audience determines the context and meanings of the words they hear. Determining the context and meaning of individual words, as well as assigning meaning in language, is essential to understanding sentences, and, thus, both are essential to understanding a speaker’s message. B. The Understanding Stage Once the listener understands the speaker’s main point, they can begin to sort out the rest of the information they are hearing and decide where it belongs in their mental outline. For example, a political candidate listens to her opponent’s arguments to understand what policy decisions that opponent supports. B. The Understanding Stage Before getting the big picture of a message, it can be difficult to focus on what the speaker is saying. Think about walking into a lecture class halfway through. You may immediately understand the words and sentences that you are hearing, but not immediately understand what the lecturer is proving or whether what you’re hearing at the moment is the main point, side note, or digression. B. The Understanding Stage Understanding what we hear is a huge part of our everyday lives, particularly in terms of gathering basic information. In the office, people listen to their superiors for instructions about what they are to do. At school, students listen to teachers to learn new ideas. We listen to political candidates give policy speeches in order to determine who will get our vote. But without understanding what we hear, none of this everyday listening would relay any practical information to us. B. The Understanding Stage One tactic for better understanding a speaker’s meaning is to ask questions. Asking questions allows the listener to fill in any holes he or she may have in the mental reconstruction of the speaker’s message. C. The Evaluating Stage This stage of the listening process is the one during which the listener assesses the information they received, both qualitatively and quantitatively. Evaluating allows the listener to form an opinion of what they heard and, if necessary, to begin developing a response. C. The Evaluating Stage During the evaluating stage, the listener determines whether the information they heard and understood from the speaker is well constructed or disorganized, biased or unbiased, true or false, significant or insignificant. They also ascertain how and why the speaker has produced and conveyed the message that they delivered. This process may involve considerations of a speaker’s personal or professional motivations and goals. C. The Evaluating Stage For example, a listener may determine that a co- worker’s vehement condemnation of another for jamming the copier is factually correct but may also understand that the co-worker’s child is sick and that may be putting them on edge. A voter who listens to and understands the points made in a political candidate’s stump speech can decide whether those points were convincing enough to earn their vote. C. The Evaluating Stage The evaluating stage occurs most effectively once the listener fully understands what the speaker is trying to say. While we can, and sometimes do, form opinions of information and ideas that we don’t fully understand—or even that we misunderstand—doing so is not often ideal in the long run. Having a clear understanding of a speaker’s message allows a listener to evaluate that message without getting bogged down in ambiguities or spending unnecessary time and energy addressing points that may be tangential or otherwise non- essential. C. The Evaluating Stage This stage of critical analysis is important for a listener in terms of how what they heard will affect their own ideas, decisions, actions, and/or beliefs. D. The Remembering Stage In the listening process, the remembering stage occurs as the audience categorizes and retains the information they’ve gathered from the speaker for future access. The result—memory—allows the person to record information about people, objects, and events for later recall. This process happens both during and after the speaker’s delivery. D. The Remembering Stage Memory is essential throughout the listening process. We depend on our memory to fill in the blanks when we’re listening and to let us place what we’re hearing now in the context of what we’ve heard before. If, for example, you forgot everything that you heard immediately after you heard it, you would not be able to follow along with what a speaker says, and conversations would be impossible. Moreover, a friend who expresses fear about a dog she sees on the sidewalk ahead can help you recall that the friend began the conversation with her childhood memory of being attacked by a dog. D. The Remembering Stage Remembering previous information is critical to moving forward. Similarly, making associations to past remembered information can help a listener understand what she is currently hearing in a wider context. In listening to a lecture about the symptoms of depression, for example, a listener might make a connection to the description of a character in a novel that she read years before. D. The Remembering Stage Using information immediately after receiving it enhances information retention and lessens the forgetting curve or the rate at which we no longer retain information in our memory. Conversely, retention is lessened when we engage in mindless listening, and little effort is made to understand a speaker’s message. D. The Remembering Stage Because everyone has different memories, the speaker and the listener may attach different meanings to the same statement. In this sense, establishing common ground in terms of context is extremely important, both for listeners and speakers. E. The Responding Stage The responding stage is the stage of the listening process wherein the listener provides verbal and/or nonverbal reactions based on short- or long-term memory. Following the remembering stage, a listener can respond to what they hear either verbally or non-verbally. E. The Responding Stage Nonverbal signals can include gestures such as nodding, making eye contact, tapping a pen, fidgeting, scratching or cocking their head, smiling, rolling their eyes, grimacing, or any other body language. These kinds of responses can be displayed purposefully or involuntarily. E. The Responding Stage Responding verbally might involve asking a question, requesting additional information, redirecting or changing the focus of a conversation, cutting off a speaker, or repeating what a speaker has said back to her to verify that the received message matches the intended message. E. The Responding Stage Nonverbal responses like nodding or eye contact allow the listener to communicate their level of interest without interrupting the speaker, thereby preserving the speaker/listener roles. When a listener responds verbally to what they hear and remember—for example, with a question or a comment—the speaker/listener roles are reversed, at least momentarily. E. The Responding Stage Responding adds action to the listening process, which would otherwise be an outwardly passive process. Oftentimes, the speaker looks for verbal and nonverbal responses from the listener to determine if and how their message is being understood and/or considered. Based on the listener’s responses, the speaker can choose to either adjust or continue with the delivery of her message. E. The Responding Stage For example, if a listener’s brow is furrowed and their arms are crossed, the speaker may determine that she needs to lighten their tone to better communicate their point. If a listener is smiling and nodding or asking questions, the speaker may feel that the listener is engaged and her message is being communicated effectively. In short, active listening is crucial for establishing our ethos. If we hope to be persuasive, we need to demonstrate our good will, good character, and good judgement to others by carefully listening and responding to their messages. To Conclude Types of Listening EFFECTIVE LISTENING IS VERY OFTEN THE FOUNDATION OF STRONG RELATIONSHIPS WITH OTHERS, AT HOME, SOCIALLY, IN EDUCATION AND IN THE WORKPLACE. 2 General Types of Listening 1. Discriminative listening is first developed at a very early age – perhaps even before birth, in the womb. This is the most basic form of listening and does not involve the understanding of the meaning of words or phrases but merely the different sounds that are produced. In early childhood, for example, a distinction is made between the sounds of the voices of the parents – the voice of the father sounds different to that of the mother. 2 General Types of Listening 1. Discriminative listening develops through childhood and into adulthood. As we grow older and develop and gain more life experience, our ability to distinguish between different sounds is improved. Not only can we recognize different voices, but we also develop the ability to recognize subtle differences in the way that sounds are made – this is fundamental to ultimately understanding what these sounds mean. Differences include many subtleties, recognizing foreign languages, distinguishing between regional accents and clues to the emotions and feelings of the speaker. 2 General Types of Listening 1. Being able to distinguish the subtleties of sound made by somebody who is happy or sad, angry or stressed, for example, ultimately adds value to what is actually being said and, of course, does aid comprehension. When discriminative listening skills are combined with visual stimuli, the resulting ability to ‘listen’ to body-language enables us to begin to understand the speaker more fully – for example recognizing somebody is sad despite what they are saying or how they are saying it. 2 General Types of Listening ∙ 2.Comprehensive listening involves understanding the message or messages that are being communicated. Like discriminative listening, comprehensive listening is fundamental to all listening sub-types. 2 General Types of Listening ∙ To be able use comprehensive listening and therefore gain understanding the listener first needs appropriate vocabulary and language skills. Using overly complicated language or technical jargon, therefore, can be a barrier to comprehensive listening. Comprehensive listening is further complicated by the fact that two different people listening to the same thing may understand the message in two different ways. This problem can be multiplied in a group setting, like a classroom or business meeting where numerous different meanings can be derived from what has been said. 2 General Types of Listening ∙ Comprehensive listening is complimented by sub -messages from non-verbal communication, such as the tone of voice, gestures and other body language. These non-verbal signals can greatly aid communication and comprehension but can also confuse and potentially lead to misunderstanding. In many listening situations it is vital to seek clarification and use skills such as reflection aid comprehension. Specific types of Listening Discriminative and comprehensive listening are prerequisites for specific listening types. Listening types can be defined by the goal of the listening. The three main types of listening most common in interpersonal communication are: ∙ Informational Listening (Listening to Learn) ∙ Critical Listening (Listening to Evaluate and Analyse) ∙ Therapeutic or Empathetic Listening (Listening to Understand Feeling and Emotion) Informational Listening Whenever you listen to learn something, you are engaged in informational listening. This is true in many day-to-day situations, in education and at work, when you listen to the news, watch a documentary, when a friend tells you a recipe or when you are talked-through a technical problem with a computer – there are many other examples of informational listening too. Informational Listening Although all types of listening are ‘active’ – they require concentration and a conscious effort to understand. Informational listening is less active than many of the other types of listening. When we’re listening to learn or be instructed we are taking in new information and facts, we are not criticizing or analyzing. Informational listening, especially in formal settings like in work meetings or while in education, is often accompanied by note taking – a way of recording key information so that it can be reviewed later. Critical Listening We can be said to be engaged in critical listening when the goal is to evaluate or scrutinize what is being said. Critical listening is a much more active behavior than informational listening and usually involves some sort of problem solving or decision making. Critical listening is akin to critical reading; both involve analysis of the information being received and alignment with what we already know or believe. Whereas informational listening may be mostly concerned with receiving facts and/or new information - critical listening is about analyzing opinion and making a judgement. Critical Listening When the word ‘critical’ is used to describe listening, reading or thinking it does not necessarily mean that you are claiming that the information you are listening to is somehow faulty or flawed. Rather, critical listening means engaging in what you are listening to by asking yourself questions such as, ‘what is the speaker trying to say?’ or ‘what is the main argument being presented?’, ‘how does what I’m hearing differ from my beliefs, knowledge or opinion?’. Critical listening is, therefore, fundamental to true learning. Critical Listening Many day-to-day decisions that we make are based on some form of ‘critical’ analysis, whether it be critical listening, reading or thought. Our opinions, values and beliefs are based on our ability to process information and formulate our own feelings about the world around us as well as weigh up the pros and cons to make an informed decision. It is often important, when listening critically, to have an open -mind and not be biased by stereotypes or preconceived ideas. By doing this you will become a better listener and broaden your knowledge and perception of other people and your relationships. Emphatic Listening ∙ Empathic listening involves attempting to understand the feelings and emotions of the speaker – to put yourself into the speaker’s shoes and share their thoughts. Emphatic Listening ∙ Empathy is a way of deeply connecting with another person and therapeutic or empathic listening can be particularly challenging. Empathy is not the same as sympathy, it involves more than being compassionate or feeling sorry for somebody else – it involves a deeper connection – a realization and understanding of another person’s point of view. Emphatic Listening ∙ Counsellors, therapists and some other professionals use therapeutic or empathic listening to understand and ultimately help their clients. This type of listening does not involve making judgements or offering advice but gently encouraging the speaker to explain and elaborate on their feelings and emotions. Skills such as clarification and reflection are often used to help avoid misunderstandings. Other Listening Types Appreciative Listening ∙ Appreciative Listening is a way of listening where someone enthusiastically searches for the auditory information that a person personally appreciates or likes. ∙ Appreciative listening is listening for enjoyment. A good example is listening to music, especially as a way to relax. Rapport Listening ∙ When trying to build rapport with others we can engage in a type of listening that encourages the other person to trust and like us. A salesman, for example, may make an effort to listen carefully to what you are saying as a way to promote trust and potentially make a sale. This type of Selective Listening ∙ This is a more negative type of listening, it implies that the listener is somehow biased to what they are hearing. Bias can be based on preconceived ideas or emotionally difficult communications. Selective listening is a sign of failing communication – you cannot hope to understand if you have filtered out some of the message and may reinforce or strengthen your bias for future communications. Purposes of Listening 1.To understand the message being sent or communicated 2.To gain the perspective of the speaker's ideas and his point of view 3.To critically evaluate what is said. 4.To look at non-verbal cues to enhance understanding 5. To concentrate, and show concern and attention 6. To encourage open and honest communication 7. To be considerate of the speaker 8. To compromise by having an agreed views and understanding Barriers to Effective Listening Types of Ineffective Listening 1. Evaluative listening ∙ Evaluative listeners spend all their time evaluating what you are saying and making judgements about it. You can spot an evaluative listener, because they will always respond with either agreement or disagreement (or possibly both, in the form of ‘yes, but…’). ∙ The big problem with these listeners is that they are hearing everything from their own point of view. Everything is passed through a prism of their own experiences and opinions. This means that they often miss critical information simply because it does not fit with their view of the world. ∙ The other problem is that speaker and listener can get into a negative spiral of argument and counter-argument. Instead of building on each other’s communication, they are engaged in knocking it down. Types of Ineffective Listening 2. Assumptive listening Assumptive listeners make assumptions about the speaker’s meaning or intention—and usually before the speaker has finished. They may therefore finish other people’s sentences or jump in with a response before the speaker has really finished. Engaging with an assumptive listener is hard work, because you constantly have to go back and explain your meaning again because they have interpreted it incorrectly. Types of Ineffective Listening 3. Self-protective listening Here, the listener is so wrapped up in their own situation and/or emotional response to it that they simply have no brain-space to hear or concentrate on anything else. In other words, they are NOT really listening at all, and they are certainly not engaging with what anyone else says. It is a moot point whether this should be described as ‘listening’ at all—except that these listeners will often be nodding and smiling, and generally looking like they are engaging with what is being said. However, when they come to respond, it will be obvious that they have not really heard or taken on board anything that is said. These listeners often simply repeat their negative stories repeatedly —and with increasing levels of negative emotion. Types of Ineffective Listening 4. Judgmental listening Judgmental listeners will constantly criticize what speakers are saying. This type of listening is like evaluative listening, but usually with more negativity and less opportunity to respond. These listeners often have preconceived ideas about the speaker (for example, bias or prejudice based on how they look, or their background). This may prevent them from considering the speaker’s ideas with an open mind. This type of listening tends to result in the speaker shutting down and refusing to provide any more information. Being constantly criticized quickly becomes unpleasant. Types of Ineffective Listening 5. Affirmative listening Affirmative listening is more or less the polar opposite of judgmental listening. Affirmative listeners only ‘hear’ messages with which they agree. They therefore only listen for points that they can support, and not those that show different opinions. Having an affirmative listener is at first quite pleasant. They tend to agree with you, which is nice. However, after a while, you realize that they only agree with some points—and possibly not very important ones—but refuse to engage with anything else. The problem here is that these people only listen for themselves. They want their opinion to be validated—and have no real interest in anyone else. This quickly gets one-sided and tiresome, especially if you are genuinely interested in a debate that explores different perspectives. Types of Ineffective Listening 6. Defensive listening A defensive listener takes everything that is said as a personal attack. These people therefore feel the need to defend themselves against everything, and to justify everything that they say. They often use the phrase ‘Yes, but…’, because they have no interest in building on any other communication—only to justify themselves. They also find it hard to explore other points of view, because anything different is a threat. Types of Ineffective Listening 7. Authoritative listening Authoritative listeners listen solely to advise. They always know best and are always ready to tell you what to do. You can often spot authoritative listeners using the words ‘You should…’ or ‘You need…’ in their sentences. What is common among these? You may have spotted that all these types of ineffective listening are related to the listener’s attitude. They may perceive a problem with the speaker, or simply have a ‘mental block’ about the subject. Whatever the cause, their pattern of thinking is not conducive to genuine, effective listening. These attitudes may have many causes, such as Preconceived ideas or bias These mean that you are not open to other people’s ideas and opinions. Biases may be personal or cultural. For example, in some cultures, ideas are only considered acceptable from those in senior positions (and you may be interested in our page on Intercultural Awareness for more examples like this). You may not trust the speaker on a personal level, and therefore find it hard to be open to their ideas on an intellectual level. These attitudes may have many causes, such as Previous experiences These may affect your expectations about people and/or topics or situations. We are all influenced by previous experiences in life. We respond to people based on personal appearance, how initial introductions or welcomes were received and/or previous interpersonal encounters. This may affect how you approach an individual. You may also find that someone says something that reminds you of a previous experience, and you start to think about that instead of listening. The key here is to consider whether your previous experience is going to be helpful—and if not, set it aside. These attitudes may have many causes, such as Having a closed mind. We all have ideals and values that we believe to be correct. It can therefore be difficult to listen to contradictory views. However, the key to effective listening and interpersonal skills more generally is the ability to open your mind, and take time to understand why others think about things differently to you—and then use this information to gain a better understanding of the speaker. Common Physical Barriers to Listening These types of ineffective listening generally relate to patterns of thinking. However, there may also be physical barriers to listening. These affect your physical ability to concentrate on a speaker and/or to hear their words or message. They include, but are not limited to: ∙ Too much noise around you. It can be hard to listen effectively if there is too much background noise. This can happen at a party, or in a crowded room, for example, but may also include having the television on in the background. ∙ Trying to listen to more than one conversation at a time. There is some overlap here with background noise, because it could include having the television or radio on while attempting to listen to somebody talk, being on the phone to one person and talking to another person in the same room, or simply trying to talk to two people at once. They include, but are not limited to: ∙ You are distracted by something else in your environment. Sadly, our brains are fickle things, and easily distracted. A movement out of the window, or a stray thought, can derail listening. Your smartphone showing you a notification can be a major distraction —which is why it is advisable to put it away if someone wants to speak to you. Many people also find that they can distract themselves, for example, by doodling, or fiddling with something. However, for others, this can be a way of helping them to focus by distracting their hands, but not their brains. They include, but are not limited to: ∙ You find the communicator attractive or unattractive and you pay more attention to how you feel about them and their physical appearance than to what they are saying. This can also apply when someone has an accent: you may find yourself listening to the cadence, and not the words or meaning. ∙ You are not interested in the topic/issue being discussed and become bored. This rapidly leads to you becoming distracted and ceasing to pay attention. They include, but are not limited to: ∙ Feeling unwell or tired, hungry, thirsty or needing to use the toilet, too hot or too cold. Physical discomfort is a huge distraction. It is almost impossible to concentrate effectively when you feel uncomfortable in some way. ∙ Being stressed about something else that is happening in your life. When you have a lot going on in your life, it is much harder to calm your internal dialogue and simply listen to someone else. They include, but are not limited to: ∙ Being on the phone rather than speaking face-to-face. A considerable amount of communication is in body language and facial expression. You therefore have to concentrate much harder on the phone, to fully ‘hear’ the speaker’s message. When you are speaking on the phone, it may be helpful to emphasize your tone of voice more, to ensure that your message is clearly heard. ∙ If you don’t really understand what someone is saying, perhaps because of their choice of words, or because they have a strong accent. Under these circumstances, it is tempting to just ‘switch off’. However, instead, you should try to listen harder, and ask for clarification if you don’t understand. Signs of Ineffective Listening Signs of possible inattention while listening include: ∙ Lack of eye contact with the speaker. Listeners who are engaged with the speaker tend to give eye contact. Lack of eye contact can, however, also be a sign of shyness. ∙ An inappropriate posture, such as slouching, leaning back or ‘swinging’ on a chair, leaning forward onto a desk or table and/or a constantly shifting posture. People who are paying attention tend to lean slightly towards the speaker. Signs of possible inattention while listening include: ∙ Being distracted - fidgeting, doodling, looking at a watch, yawning. ∙ Inappropriate expressions and lack of head nods. Often when a listener is engaged with a speaker, they nod their head. This is usually an almost subconscious way of encouraging the speaker and showing attention. Lack of head nods can mean the opposite: that listening is not happening. The same can be true of facial expressions. Attentive listeners use smiles as feedback mechanisms and to show attention. ∙ Having a ‘faraway’ look may be a sign that someone is daydreaming. 10 Steps to Effective Listening From Diane Schilling (Women's Media, 2012) 1. Face the speaker and maintain eye contact 2. Be attentive but relaxed 3. Keep an open mind 4. Listen to 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 t 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 References ∙ Blanco, F., Diones, L., Escalada-Cordova, M., & Mananay, J. (2022). Speech and theater arts. Lorimar Publishing, Inc. ∙ Effective Professional Communication: A Rhetorical Approach by Rebekah Bennetch; Corey Owen; and Zachary Keesey is licensed under a Creative Commons Attribution- NonCommercial-ShareAlike 4.0 International License, except where otherwise noted. ∙ https://www.skillsyouneed.com/ips/listening -types.html ∙ https://www.skillsyouneed.com/ips/ineffective-listening.html