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Transcript
Chapter 5
Listening and Responding
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Communication Principles
Appropriately
adapt your
message to
others
Listen and
respond
thoughtfully
to others
Be aware of
your
communication
Effectively
use and
interpret
nonverbal
messages
Effectively
use and
interpret
verbal
messages
The most basic of all human needs
is the need to understand and be
understood. The best way to
understand people is to listen to
them.
-Ralph Nichols
Effective listeners remember that “words have no
meaning – people have meaning”
-Larry Barker
Listening and Responding

The Principle of Listening and Responding

How We Listen

Listening Goals

Listening Barriers

Listening Skills

Responding Skills

Responding with Empathy
Chapter 5: Listening and Responding
What You Do With Your
Communication Time
Write
9%
Listen
45%
Read
16%
Speak
30%
Write
Read
Speak
Listen
How We Listen

Listening vs. Hearing

Selecting

Attending

Understanding

Remembering

Responding
Chapter 5: Listening and Responding
Listening Barriers

Self Barriers
 self
focus
 emotional
 criticism
noise
Chapter 5: Listening and Responding
Listening Barriers

Information Processing Barriers
 processing
rate
 information
overload
 receiver
apprehension
Chapter 5: Listening and Responding
Listening Barriers
 Context
Barriers
barriers of time
and place


noise
Listening Skills

Stop: Turn Off Competing Messages

decentering

Look: Listen With Your Eyes

Listen: Understand Details and Ideas

identify your listening goal
 mentally summarize the details
 link message details with major idea
 practice
 transform barriers into goals
Chapter 5: Listening and Responding
Responding Skills

Be Descriptive

Be Timely

Be Brief

Be Useful

Be Active
Chapter 5: Listening and Responding
Responding With Empathy

Emotional Intelligence

Understand Your Partner’s Feelings

Ask Appropriate Questions

Paraphrase the Content

Paraphrase Emotions