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Chapter 9: Build Trust as You Communicate Part 1: Listening Skills

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thora
8 diapositives · 181 Views · Apr 05, 2014

Chapter 9: Build Trust as You Communicate Part 1: Listening Skills. Dr. M. Davis-Brantley. What is Communication?. Communication is the transfer of information among individuals Speaking Writing Reading Listening

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Chapter 9: Build Trust as You Communicate Part 1: Listening Skills
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  1. Chapter 9: Build Trust as You Communicate Part 1: Listening Skills Dr. M. Davis-Brantley

  2. What is Communication? • Communication is the transfer of information among individuals • Speaking • Writing • Reading • Listening • We learn to engage in these most of these behaviors from others (parent, teacher, friends) • Don’t receive formal instruction on how to listen

  3. Listening vs. Hearing • Remember: Sensation vs. Perception • Which is Sensation? • Which is Perception? • Listening is active and something we choose to do • It is a proactive behavior

  4. Effective Communication—Listening Skills • True listening is more than just being quiet while someone else is talking • Research states that listening requires that you have at least one of the following intentions in mind • To understand someone • To enjoy someone • To learn something • To give help or solace • Steven Covey talks about the intention to understand another human being and the value of accomplishing this first before communicating your own needs or message

  5. Pseudolistening • What does pseudo mean? • Why do we pseudolisten? • Don’t feel like it • Don’t want to hear what the other person is saying • Never learned how to listen • How do we pseudolisten? • Nodding our heads • “Mm-hmm” • When you pseudolisten your intention is not to listen but is to meet some other need such as: • See page 237

  6. Blocks to Effective Listening • Judging • Mind Reading • Stereotyping • Interrupting • Comparing • Advising • Rehearsing • Stage-Hogging • Filtering • Dueling • Derailing • Daydreaming • Placating • Hidden Agendas • Overreacting

  7. The Building Blocks of Effective Listening: 1. Active Listening • Active listening is a process of giving the speaker nonjudgmental responses as a way of checking the accuracy of what you have heard of whether you fully understand the message of the speaker • Ways to Actively listen • Paraphrasing • Clarifying • Feedback that is immediate, honest, and supportive

  8. The Building Blocks of Effective Listening: 2. Empathic Listening • Putting yourself in the shoes of others • Listening to the meanings of the words, not just to the words 3. Listening with Openness • Particularly when someone says something you don’t agree with • Adopting an accepting attitude Group Presentation: Listening with Awareness and Understanding Nonverbal Behavior