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Listening: Listening: The Neglected SkillThe Neglected Skill
OverviewOverview
• Listening: The Neglected Skill– Listening vs Hearing
– Definition
– A five step listening process
– What we know about it
– Why is listening so difficult
– Steps to better listening
– How to help someone listen to you
• Hearing – Physical act of receiving sound
– Passive process
– No effort
• Listening – Selective process
– Active process
– Takes work
Listening: The Neglected SkillListening: The Neglected SkillHearing vs ListeningHearing vs Listening
A selective process of:
receiving,
attending to,
understanding,
Evaluating, and
responding to auditory messages
Listening: The Neglected Skill Listening: The Neglected Skill Definition: ListeningDefinition: Listening
Source: Steil, Barker & Watson
Listening: The Neglected Skill Listening: The Neglected Skill Five Step Listening ProcessFive Step Listening Process
• Receiving – starts with a sound
• Attending to – paying attention to the sound
• Understanding – assigning meaning
• Evaluating – agreeing or disagreeing
• Responding – action (verbal or non-verbal)
“I get it!”
•Listening -- the most used communication skill Research shows:
•Most people spend 70% of their waking time in some form of communication activity
•Of this 70% of communication time:-- 10% is spent on writing-- 15% on reading
-- 30% on talking -- 45% on listening
Listening: The Neglected Skill Listening: The Neglected Skill What We Know About ItWhat We Know About It
Listening: The Neglected Skill Listening: The Neglected Skill What we know about it, cont.What we know about it, cont.
•Listening - least developed of all communication skills.
•Failure to listen is costly.
•Listening - one of the most valuable skills you can develop.
•Listening classes/workshops improve listening skills.
•Communication process depends on listening.
Listening: The Neglected Skill Listening: The Neglected Skill Listening Habits SurveyListening Habits Survey
Scoring: (20-100)
Almost always = 2Usually = 4Sometimes = 6Seldom = 8Almost never = 10
Listening Habits Listening Habits SurveySurvey by Steil, by Steil, Barker and WatsonBarker and Watson
80 or above is exceptional70 is around average or normalBelow 60 need improvement
• Uninteresting topics
• Speaker’s delivery, appearance, or voice
• Over stimulation by the
message
• Listening for facts
• Outlining everything
Listening: The Neglected Skill Listening: The Neglected Skill Listening-Why So Difficult? Listening-Why So Difficult?
• Faking attention
• Internal and external distractions
• Avoiding difficult material
• Emotional words
• Wasting the speed differential
Listening: The Neglected Skill Listening: The Neglected Skill Listening-Why So Difficult? Cont.Listening-Why So Difficult? Cont.
• Be conscious of your listening behavior
• Motivate yourself to listen
• Prepare to listen
• Control your reactions
• Work at listening
• Listen for ideas
• Concentrate on the message
Listening: The Neglected Skill Listening: The Neglected Skill Steps to Better ListeningSteps to Better Listening
• Be a good listener yourself
• Be interesting to talk to
• Use good eye contact
• Tell the truth
• Use the listener’s name regularly
How to Help Others Listen to YouHow to Help Others Listen to You
Listening: The Neglected Skill Listening: The Neglected Skill Listening SuggestionsListening Suggestions
SummarySummary
• Listening: The Neglected Skill– Listening vs Hearing– Definition– A five step listening process– What we know about it– Why is listening so difficult– Steps to better listening– How to help someone listen to you