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Chapter 11: Listening as a ConsumerI. Consumer Listening: a specialform of critical listening

YesNo

Spend Save

A.Advertising appeals to holistic listening.1.2.3.4.5.B.Its so easy ___________________________________________.1.ATM machines __________________________________________.2.Hassle-free ______________________________________________.3.Easy ____________________________.

4.800 ______________________________.5.___________________________6.____________________________.C.Trends in Advertising


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1.Over $1.074 trillion spent a year ____________________________

______________________________________________________.2.Less TV advertising to reduce time and space ______________

____________________________________________________________a.In-store promotions-scratch cards and _______________________

______________________b.Special mailings to preferred customers--________________________c.One-to-one internetadvertising ________________________________

________________________________.$957.9 billion in e-commerce retail sales in 3rd quarter 2005

D.Why Do We Shop?1.We are motivated to shop for ourselves:a.Survival____needs__________________________________________

_________________________.b.Safety and security-_______________________________________

c.Social acceptance-__________________________________________

d.Fulfillment-use of talents and creativity, ______________________________________________________________________.


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e.Shopping releases the brain chemical________dopamine___________________givinga ______________ chemical high m____________f._____% ofAmericans are addicted to shopping. To cope with

______________________________________2.We are motivated to shop for others:a.A gift given to _____________________________________________

___________________________________________.b.A gift to alleviate __________________________________________.E.Result of Over-Spending1.Excessive __________________ is a problem

_________ millionAmericans declared ________________ in 2003.2.Average family has __________________ in credit card debt.

II.Advertising TechniquesA.Bandwagon technique: encourages someone to buy a product because"__________________________________"1.Similar to the fallacy of _________________________________.2.Soft drink companies have _________________________

3.Fashion trends are based __________________________.4.Examples: Gap khakis ads, Pepsi generation, Idlike to teach the world

to


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singin perfect harmony. I'd like to________________________________

_______________________________________________.B.Good Ole Days: Promises to bring us back to

______________________________________________________________.1. Examples: Pepperidge Farm, KFC, antiques2.Stresses the products taste or wear like ___________________

products.3.Companies will sometimes show older versions ___________________

_________________.4.Grocery stores tend to use older women like your grandmother to

____________________________________.C.Plain Folks: Reminds us of the hard-working,

__________________________________________________________1.This truck is _____________________________________

__________________"

2.SUV ads with ________________________________________

3.Makes fun of _________________________________________4.There is also a reverse version that says: _____________________

___________________________________


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suchas _____________________________________________________.4.Should ask, "Are emotions a reason to

____________________________?"F.Transfer: increases the desirability of a product by associating it with a

_______________________________________1.The _________________________________-Justdo it2.Ralph Lauren polo player-____________________________________

_____________________3.Richard Nixon used this technique in the speech: desk, living room

setting, hiswife, children, ____________________________ named CheckersG.New and Improved: indicates that the product is

"_________________________"1.Opposite of the_____________________________________________2.Often used for consumer products such as detergents,

________________________________________________ andespecially ________________3.Implies that the company is always ______________________________.4.Should ask ourselves, "________________________________ and

____________________________________?"H.Card Stacking: attempts to sell a product by providing half-truths or by


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__________________________________________________________1.Means putting the cards in _______________________________.

2.A partial quotation may be used. Toothpaste companies have usedexcerpts of_____________________________________________3.An ad promoting a brand of birth controlpills that helpswomen have

clearerskin_ _______________________________________________4.Free shippingon the cover of a catalogue--fororders over $100 (in the

fineprinton the _____________________________).I.Thats Incredible or Puffery: focuses on the language.1.Catchy phrases and powerful adjectives and modifiers imply that____________________________________________________________

__2.Example: "Nothing can compete with our Pac-Lite."3.Can also be a visual image: Gorilla in a cage brutalizing a ____________

__________________________________

III.Effective Consumer Listening

A.Listen intrapersonallyto motivations for buying:___________________________________________________


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B.Understand the subliminal and conscioustechnique____________________________________________C.Research a product______________________________________

_______________.1.Consult consumer periodicals such as

___________________________________________________________________.

a.Provide criteria which are used to evaluate where a ____________________________________________________________b.Include a summarypage whichgives a product or service an overall_____________________________________________________________________.c.Give ____________________________________ about each product2.Private Label Productsa.Oftenmanufactured by the same companies that __________________

_______________________.

b.You can identify identical products by

__________________________________________________________.c.Oftenjust as effective as the __________________________________


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________________________________________________________.3.Making Large Purchasesa.Read specialty periodicals such as ____________________________

___________ tocompare products.b.Visit showrooms, take cars for a test drive, try out all of the equipment,checkfor visibility and comfort, ask question about feature or

____________________________________________________.c.Rent the same model car if possible __________________________

__________________________________________.d.Check for any hidden costs.

______________________________________________________________________________________________________________________________________.4.Researching Servicesa.Get recommendations from a reliable source: a mechanic, insurance

agent,or car dealer. Dont____________________________________________________.b.Visit several shops _________________________________________________________________________________________________.


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c.Is the shop a member of a professional organization that _______________________________________________?

d.Have mechanics completed a _________________________________?

e.What does the shop specialize in? f. Is the shop clean and well-organized?g.What equipment is used?h.Get a detailed estimate and warranty

Chapter 12: Listening Appreciatively

I.Definition: Listening for fun_A.It is based on

_____________________________________________________.B.It can happen by________________________.

C.It can_____________________________________.

D.It is diverse1.We dontall

__________________________________________________.


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2.Babies are predisposed to what they like and dontlike._____________________________________________.3.Parents share their interests with their children.

____________________________________________________________________________________.4.As we get older, our interests are

__________________________________.5.In college, we develop personal likes

________________________________________________.II.Steps to Appreciative ListeningA.Attraction: Our _right side of the

brain___________________________________1.2.3.It is not ______________________________________________4.It can lead to a

__________________________________________________________________________________________.B.Contact: The emotional attraction we felt

(___________________________)

causesus to become ____________________________________________1.We learn more through listening involvement, observation or

participation


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(_______________________________).2.We learn what

________________________________________________.C.Critical Evaluation: As we learn more about a subject,

_____________________________________________________.1.This step involves primarily the _____________________________2.Is it good for me?3.Is this a good way for me to __________________________?"4.Information from contact stage provides a

___________________________________________________________.5.It also relies on energy from the attraction phase to supply

___________________________________________________________6.After contact and continuous learning, if the attraction does not continue,

the_____________________________________________________________

Appreciative Listening Cycle(Circle) pg. 189


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Appreciative Listening Cycle: Peter and the CelloAttraction:1.Parents take Peter to the

___________________________________________.2.Peter likes the sound of the ________________________.

3.Peters asks what the instrument is called.

4.Peter announces he_____________________________________________________________________.Contact:1.Parents call school and find out if there is a

___________________________.2.Peter tries out the instrument and decides he wants

____________________________________________.


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3.Peter takes lesson for ______________________________.Critical Evaluation:1.Friends start taking _______________________________________.2.Peter is tempted to quit cello and play a

______________________________.3.Peter decides that he plays better than his friends do, so

______________________________________________________Attraction1.Peter attends summer music camp where

he____________________________________________________________________________2.He forms

_________________________________________________________Contact1.He takes __________________________________________________2.He attends _____________________________________________3.He plays in an orchestra in school for_______________________

Critical Evaluation1.Will he ____________________________________?2.___________________________________________


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Lifelong Benefits:1.He learned to read

______________________________________________.2.He has

developed an_____________________________________________.3.He admires the

_________________________________________________.4.He may play in a community orchestra

____________________________________________________________________________.III.Knowledge and AppreciationA.Appreciative listening involves knowledge to learn what attracted us to a________________________________________________________.1.Hockey is fun because

_________________________________________.2.Plays are fascinating because all of the action occurs _______________

________________________________________________.B.Knowledge and Experience can also lead us to

_________________________________________________________________.1.I dislike the fights, _______________________________

________________________________________________


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___________________________.2.Plays are boring because I cannot

________________________________________________.

C.We murder to dissect.1.When we have studied a topic too thoroughly and dissectedit, we mayhaveruined or murderedour _________________________________

____________________________________________________________.2.An understanding critic will appreciate an amateur performance because

__________________________________________________________.3.An arrogant critic will often dismiss a performance as being

unsatisfactory if itdoesnot meet ____________________________________________

IV.Role of Humor in ListeningA.Appreciative listening should be _______________.1.Laughter / humor improves health.a.Laughter reduces blood pressure, oxygenates the blood massages vitalorgans, ___________________________________________________

______________________________.b.Laughter helps prevent illness and helps you ________________________________________________________________.


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2.Humor helps a learner pay attention to a message and remember it. Yourememberfavorite stories ____________________________________

3.Laughter solves __________________ by reducing tension and

______________________________________________________4.Humor also increases_____________________________________

V.Why Appreciative Listening can be difficultA.Listening is a group experience similar to a_____________________B.We bring both _____________________________with us to the theateror concert hall.

C.If someone took you to a performance you did not want to attend,___________________________________ (_____________ noise)D.Performing arts occur in a restrictive environment. _________________

___________________________________________________________Example: You must wait until the end of an entire piece before youapplaudat an orchestra concert.E.When attending most performing arts, you must be

__________________________________________________________________________________________________________________________.F.Many listeners suffer from short attention spans.


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1.The average attention span is __________________________________,_________________________________________________________.

2.1960cs: _______hours

3.1900cs:4-5hoursVI.How to Be a Good Appreciative ListenerA.Be open to new experiences.B.Allow the right brain to receive and ____________________________

__________________________________C.Dont be so critical that you lose your sense of attraction that caused you

to try____________________________________________.Chapter 13: Listening in PartnershipsI.Definition: an agreed-upon process to listen actively and worktogether_______________________________________________________________________________________________

_____A.They imply that members are equal players regardless

_____________________________________________________________________________.

B. They can be short-lived:_____________________________C. They can also be long-term:

____________________________________________________


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D. They can be life-long: _____________________________________________________.

E. Business partnerships

1. One of the most common types ___________________________________________________2. Formed to _______________________________________3. Formed to reduce ________________________________________

________________________________.

4. Formed to maximize each members______________________________________________________________________________.II.Steps to Successful Partnering

A.Commitment: You must have the commitment of the

____________________________________________________________________________.

1.Example: Robert Marcellgot the commitment of Lee Iacocca to theNeonproject_______________________________________________

8___________________________________.

2.Committed to completing a project in_________________________________________________________________________________.


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3.Committed to completing a project for

____________________________________________________________________________.

4. Potential partners also must be______________________________________________________________________.

5.Potential partners must be committed to the idea of______________________________________________________________________________.II.Steps to Successful Partnering

A.Communication: the act of sending messages and listening to eachother____________________________________________________.1.Frequency of reports, meetings, discussions, updates, newsletters, and

___________________________________________________________________.

2.A sense of equality ensures that everyonesideas will be shared

___________________________________________________________________.


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Example: Important that members of the Autoworkers Union and lineworkersbe________________________________________________________________________________________________________________.

B.Conflict resolution: Essential tosolve________________________________________________________________________.

1.Conflict: The interaction of interdependent people who have differentgoals(1) or experience interference _____________________________

_______________________________ (2).2.Important to have a procedure _________________________________

________________________________________________________.a.Otherwise time is ___________________

b.______________________________________________c.Morale suffers__________________________________________

_______________________________d.Sometimes married couples need___________________________

___________________________.

e.Roberts Rules of Order ensures that all sides of an issue__________________________________________________________________________________________________________


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The majority rules, __________________________________f.Coors Brewing Company has a formal procedure that allowsemployeesto air their____________________________________

____________________________________________________.g.Schools have student conduct committees to __________________

____________________________________.C.Earned Trust: Doing what you say you are going to do or

_________________________________________________________.1. An__________________________________________2.Essential in ______________________________________3.Confidential information should not be __________________________

_______________________________________.4.All alternatives should be shared and considered __________________

_____________________________________.D.Teamwork:___________________________________________1.Takes partnership one step further by adding a ____________________

___________________________________________________.a.Partnering requires commitment and support of a projectthere

canbe______________________________________________


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b.Teamwork involves being __________________________________________________________________________________.

c.Team: a group of interdependent people who use their diverse skills

and___________________________________________________________________________________________.Example: A team may consist of members from: design or productdevelopment, manufacturing, marketing, sales, purchasing, and finance---

_______________________________________________________________________________________________________________2.Teamwork involves synergism: the process by which diverse expertsworktogether to achieve solutions that __________________________

___________________________________________________________________________________________.a.Synergism can be described as ____________________________

b.We take _____________________________________________.c.Teamwork ensures that ideas will be implemented because team

members______________________________________________

____________________________.d.Working together energizes ______________________________

____________________________________________________.


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E.Evaluation: The process of gaining information and using

that ____________

____________________________________________________________.

1.Final Report: After the project is completed, team members present afinalevaluation of what they would change _______________________

______________________________________________________.2.Work-in-Progress Evaluations: Weekly or monthly progress reportsdeliveredat _______________________________________________

_______________________.a.Members of the team can offer suggestions for making

_________________________________________________________________________________________________________b.Admitting problems when they occur builds trust among teammembersand prevents a crisis that _________________________

_________________________III.Successful Partners Listen to Each Other

A.Commitment: Listen intrapersonallyto determine how this project or

relationshiphelps us____________________________________________

1.Survival: Will this project save the company money or sales,


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_________________________________________________________________________?

2.Power: Will this project give you more visibility in the company and

introduceyou to people who could be ______________________________________________________________________?3.Acceptance: If you are new to the company and area, _______________

__________________________________________?4.Freedom: Will you have more freedom from ______________________

_______________________?5.Fun: Do you enjoy being ___________________________________?B.Communication: Listen holistically for different

___________________________________________________________1.Therapeutic listeninga.Communication should be _______________________________

____________________________________b.Listen ___________________________________________2.Comprehensive Listeninga.Listen __________________________________

b.Learn from the ________________________________________


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___________________________________3.Critical Listening ---________________________________________

_______________________________________________________

C.Conflict resolution1.Therapeutic Listening: What feelings are ________________________

______________________________________________?2.Critical Listening: Why do individuals disagree ___________________

__________________________? Is therefaulty reasoning involved?3.Comprehensive Listening: Get all of the facts so a _________________

_________________________.D.Trust: is built on credibility basedon____________________________

____________________________________________________________________________.

1.Therapeutic Listeningtaking feelings into account, showing nojudgment,____________________________________________________________________________

2.Appreciative Listeningappreciating the ________________________

_______________________________________3.Comprehensive Listeninglearning ___________________________

____________________________________.


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E.Teamwork: is like holistic listeningwe rely on all of our senses or

____________________________________________________________.1.Each sense uses its area of expertise to __________________

___________________________________________________.2.When a sense is not working, other sense cometo our aid and work

____________________________________________________________________________.F.Evaluation: Gathers feedback about the project and _______________

___________________________________________________________.1.Comprehends the facts: the status of deadlines, cost control,

______________________________________________________________________________________ COMPREHEND2.Gauges the feeling of team members about the partnership.

__________________________________________________________________________________________________________CARE3.Uses critical thinking to ______________________________________

_________________________________________________________Have resources been ________________________________________


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_________________________________________________________________________________________________________________?

What do the ___________________________________? CRITIQUE

4.Use appreciative listening to determine whether members are being________________________________________________________________________________________________________________________________________________________________________________________________________________________? COMMENDIV.Personal and Family PartnershipsA.Commitment1.In a marriage, a couple commits themselves to the marriagerelationshipand to _________________________________________.2.In a serious dating relationship, there is a ________________________

__________________________________________________.B.Communication1.This is essential to a ________________________________________.

2.You must give each other time to _______________________________

_______________________________________________.3.Women often complain that __________________________________.4.Arrange for time together when ________________________________


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______________________________________5.When you have children, _____________________________________

________________________________________.6.Be patient and be __________________________________________.7.Don't try to _______________________________________________.8.Respect each other's need to _________________________________.C.Conflict resolution1.Set up an informal way of ____________________________________.2.Try not to argue when ______________________________________.3.Some couples don't go to sleep until ___________________________

_____________________________________________.4.Some couples use __________________________________________5.Don't try to solve problems when you are ________________________

becauseyour __________________________. Talk about your_____________ instead.6.If you can't work out your differences, __________________________

_________________________________________.D.Earned trust1.Don't be _________________. Many marriages break up because


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_______________________________________.2.Don't try to constantly ______________________________________.

3.Couples need to respect each other's ____________________________

________________________________________________________.4.Independence within a relationship is ___________________________.E.Evaluation1.Every couple needs to evaluate their relationship from time to time_______________________________________________________.2.Attend a ________________________________________________

______________________________________________________.F. Teamwork1.Try to plan several activities that _______________________________.2.Plan projects so ___________________________________________.3.If you must go out of town on business, _________________________

_______________________________________________.V.Communication Within a Family

A.When correcting children, focus on a child's_____________________________________________________________________________________.Not: "Sally, you are so sloppy."


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But: "Sally, you have to slow down when you are carrying a full class ofjuice."

B.Children need to know why a behavior is unacceptable and what the

___________________________________________________________."Sally, I don't like it when you use my school supplies without asking me. Ilookfor something and I can't find it.""I will take the cost of the yellow marker you lost out of your allowance."C.Don't _________________________________. Tell a child you cannotlistento him at a particular time and _______________________________."I have to get dinner in the oven, then we can talk."Don't do this too often.D.Try to avoid giving advice,

making an___________________________________________________________________________________________.It prevents a child from

__________________________________________.A child becomes less ___________________________________________.

E.Watch the ____________________________________.

Listen to the ________________________________.What does it say about what is ____________________________? Is shetroubledabout something?


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F.Remember that children have

____________________________________

____________________________________________________________.

G.Design the proper_____________________________________________.

It should be _______________________________________.If you have several children, ___________________________________

___________________________________________.H.Give your child your _________________________________________

____________________________________________.I.Express frequent

__________________________________________________________________, notjust what they have done. Do this before they

gotobed."Sam, I really enjoyed our walk together, this afternoon."


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Chapter 14: Cross-Cultural ListeningI. Definition: Culture is a strongly held system of

________________________________________________________________________ andexpectationsinitiated andmaintainedby the__________________________________________.A.The way a group ___________________________________ as well as

whattheybelieve in and value which is

___________________________________.B.Also called cultural ___________________C.Since __________________________ is an element of culture,

communicationandculture are inseparable.1. Spoken and written languageadvertising errors


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_____________________________________________________

2.Nonverbal languagemisunderstood gestures_____________________________________________________

D. Examples of cultures1.Simple groups: ___________________________________________________________________________________________________2.Families3.Complex organizations: _____________________________________4.International / ethnic groups

II. Researching culturesA. Simple groups1.Visit meetings2. ___________________participants3.Check ________________________________B. Families1._________________________________2.Ask _____________________________3.Talk about ___________________________C. Complex organizations


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1.________________ withindividual you will be reporting to2.Request opportunity to _____________________________

3.Speak with someone who holds a ________________________

_________________________________________D.International cultures1.Consult the _________________________________________individualswho have lived and worked in the culture, people who grewupin the culture2.Organizations often provide training for _____________________

___________________________________III.Context Cultures

A.Context: The ________________ messages and _______________variablesthat accompany communication events--____________________B.Low Context Cultures1.Tend to have an___________________________ population2.Focus primarily on ____________________

3.Use direct statements and __________________________________

4.Greater concern for __________________________________C.High Context Cultures1.Tend to have a ___________________________ population


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2.Rely on _________________________________ experiences3.Tend to rely more on _________________________________thataccompany wordsD.We adjust our listening expectations:1.Low-context cultures--________________________________________________________________2.High-context culturesbe____________________________________

__________________________E.Context Cultural Differences (pages 226-227 for complete list)1.Direct _______________________2.Volume of _______________3.Hand ____________________4.Touching5.Use of _______________________F.High-Context vs. Low-Context ProfessionsHigh Context Low Context


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G.High-Context vs. Low-Context International CulturesHigh Context Low ContextChina SwitzerlandJapan ______________

____________________________Native American Scandinavian CountriesLatin America

________________________Arabia

IV.Cultural Differences: Individualism vs. CollectivismIndividualism CollectivismA.Minimal considerationA.Concern and identityfor______________tied to _____________

_________________ ___________________


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B.Define people byB.Respect tied to_________, wherethey _______________, hard

live, and _____________work, and ___________

C.Individualistic vs. Collectivist International CulturesIndividualistic Collectivist

_________________VenezuelaAustralia ColombiaGreat Britain_________________

_________________ SingaporeThe Netherlands ________________

______________Hong KongDenmarkChina

V. Poloychronicvs. MonochronicCulturesPolychronic MonochronicA.Want to keep currentA.Compartmentalize activitieson________________ B.__________________

___________________

B.Not overly sensitive toC.Seem to be intime __________________


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C.Seem laid-backD.Polychronicvs. MonochronicInternational Cultures

Polychronic Monochronic

Mediterranean Countries ________________________________________GermanyBangladesh Northern Europe

_______________VI.Culture ShockA.Initial euphoria: _________ weeks(___________ Stage)B.Irritation and hostility: may last _________ months(___________ Stage)C.Gradual adjustment: after first ________ months(__________ Stage)D.Adaptation: may take years(___________Stage)

E.Most people also experience culture shock when

__________________________________________________________________

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