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Chapter 5 Listening and Responding This multimedia product and its contents are protected under copyright law. The following are prohibited by law: •Any public performance or display, including transmission of any image over a network; •Preparation of any derivative work, including the extraction, in whole or in part, of any images; •Any rental, lease, or lending of the program 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