Quote • “Know how to listen and you will profit even from those who talk badly.” --Plutarch
Active Listening • Most people spend about 70% of each day involved in some form of communication. • Much is listening.
Better Listening on the Job • Fewer misunderstandings • More innovation • Improved morale • More pleasant and productive work environment
Listening Speaking Reading Writing 1 4 2 3 3 2 4 1 Communication Skills Ordered learned Educational Emphasis
What is listening? • The sensory perception of sound and the act of interpreting those sounds and making meaning from them.
Stages of the Listening Process • Hearing • Focusing on the Message • Comprehending and Interpreting • Analyzing and Evaluating • Responding • Remembering
#1 Hearing • A physiological process • Just the start to listening
#2 Focus on the Message • Block out distractions
#3 Comprehend and Interpret • Attaching meaning to what you have heard • Body language • Tone • Inflection • Are words consistent with intent
#4 Analyze and Evaluate • Examine the message • Don’t take the words at face value • Sometimes people “say” things they don’t “mean”
#5 Responding (giving feedback) • Eye contact (anywhere on the face) 75% of the time, 1 – 7 seconds at a time • Facial expressions • Head movements • Touching • Verbal responses -- positive
Barriers to Active Listening • Environmental barriers • Physiological barriers • Psychological barriers
Psychological barriers • Selective listening • Negative listening attitudes • Personal reactions to words • Connotations, associations • Poor motivation • You must prepare to listen
Listening goals ladder • Response/Action • Analysis • Retention • Understanding • Enjoyment
To be a good listener • See list on page 32 (read as a class)
Another quote • “Alone we can do so little; together we can do so much.” Helen Keller
Communication • Vital to interpersonal influence -- leadership
Levels of communication (chapter 10) • Cliche’ conversation • Reporting facts about others • Individual ideas and judgments • Individual feelings and emotions • Peak communication
Nonverbal Communication • More important than verbal? • 75 – 90% of information is obtained through nonverbal.
Nonverbal Communication • A case study, page 45 read together and answer the questions on page 46 • Make a list of nonverbal techniques for communication
Some Nonverbal Channels • Physical appearance • Facial expressions • Eye contact • Body language (kinesic code) • Posture • Hand gestures • Body Gestures
Proxemics (space) • 0-18 inches • Intimate space • Family, close friends • 18 in to 4 ft. • Personal space • Most interpersonal interactions
Proxemics (space) • 4-12 feet • Social-consultive space • More formal interactions • More than 12 feet • Public space • Large audience interactions
Proxemics affected by: • Power (high status people) • Gender • Culture • Aggressive people • Extroverts vs introverts
Touching • Handshake is safe, unless you know the person
Body Language examples • Head nodding • Smiling • Foot signals • Emblems • Illustrators • Affect displays
Body Language examples • Regulators • Adaptors • Posture • Eye contact • Proxemics
Become aware Don’t contradict your words Know your face Smile, nod Eye contact Gesture with purpose Protect your space Touch appropriately Cultural awareness Mirror (friend) Using Nonverbal Communication
Activities (small groups) • Improvised role playing
