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Home learning assignment 10

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Business Communication Essentials

Topic 9

Listening and Thinking in

the Communication Process

Hearing versus

Listening

Hearing

• Passive, physiological process

• Sound is received by the ear

Listening

• Active, cognitive process

• Requires energy, desire, focus, and attention

The Importance of Effective Listening

Effective Listening Skills

• Most misunderstandings due to poor listening habits

• We spend much of our time listening

• Learn to be an effective listener

• Listen to all types of people

• Shut out distractions; technology

Proportional Time Spent by College Students

in Communication Activities

The graph indicates how typical college students spend their waking time. The

proportions given in this graph are averages and, of course, can vary

dramatically from person to person and from situation to situation. Source: Flying
Colours Ltd/Photodisc/Getty Images

Effective Listening (1 of 9)

The

Harfield Cognitive Listening Model

• Both a cognitive and relational model

• Primarily a cognitive function

• Relational: people listen to respond not to understand

• Identifies things that can affect us while listening

• Internal filters

• Behavioral skills

Effective Listening (2 of 9)

Sensing

• Hearing: sound is received by the ear

• Accurate hearing requires listener to concentrate on

speaker and discriminate among sounds

• Listener takes in information through all senses

• Information is processed in the brain

Effective Listening (3 of 9)

Information Processing: Evaluation, Interpretation,

and Understanding

• Information processing is assigning meaning to

stimuli you sense

• Evaluation: assessing meaning of information

• Interpretation: explaining meaning of the information

• Understanding: knowing meaning of the information in our

minds

Effective Listening (4 of 9)

Remembering

• Recalling something from stored memory

• Working memory and long-term memory both

essential processes

• Selective perception and selective attention can

cause loss of information

Listening Occurs Constantly

Effective listening is important to success in all aspects of our lives. It

may surprise you to realize how much of your waking day you spend

listening. When you are not talking or reading, you are probably

listening to something or someone. Source: Monkey Business Images/Shutterstock

Effective Listening (5 of 9)

Thinking

• Thinking/cognitive preferences, or preferred modes

of knowing, affect how we prefer to learn and

communicate

• Hermann’s cognitive profiles

Whole Brain Model

This figure depicts the four quadrants of the brain and identifies the type of thinking that

occurs in each quadrant. Ned Herrmann created the concept of brain dominance as a

way to demonstrate how different parts of the brain work.

Our Four

Different Selves

This figure identifies the

specific thinking skills of

each of the four quadrants of

the brain. Herrmann

suggests that each quadrant

engages the thinker in

different behaviors.

Effective Listening (6 of 9)

Interpreting

• Two main parts of interpretation

• Taking into account total communication context so you are

better able to understand the meaning of what was said

• Letting the speaker know you understand the message

• Specific situation and nonverbal aspects important

Listening with Undivided Attention

The elements of the Chinese character “ting” for the phrase “to listen” incorporate a

person’s entire being: the eyes (the left character), the ears (the upper-right character),

and most especially the heart (the lower-right character); the line separating the ears and

heart represents undivided attention. Many Eastern cultures have similar figures and

each is illustrative of the emphasis on the importance of listening in their culture (an

example of the subjective nature of listening).

Effective Listening (7 of 9)

Evaluating

• Listener analyzes evidence

• Sorts fact from opinion

• Determines intent of speaker

• Judges accuracy of speaker’s statements

• Judges accuracy of own personal conclusions

Effective Listening (8 of 9)

Responding and Sending Feedback

• Responding: overt behavior of listener; indicates to

speaker what has and has not been received

• Feedback helps to ensure understanding

• Feedback helps speaker determine success of

communication

• Beware of pseudolistening

Effective Listening (9 of 9)

Responding and Sending Feedback continued

• Techniques for using “working memory”

• Association

• Categorization

• Mediation

• Imagery

• Mnemonics

The Functions of Listening (1 of 3)

Listening to Obtain Information

• We listen to gain comprehension

Listening to Evaluate

• We listen to judge or analyze information

• Important to listen critically in most situations

The Functions of Listening (2 of 3)

Listening with Empathy

• Empathy: intellectual identification with or vicarious

experiencing of feelings, thoughts, attitudes of others

• Empathic listening: listening to understand what

another person is thinking and feeling

• Reflect and clarify feelings using perception checking

Empathic Listening

Empathic listening occurs when we listen to what someone else is

experiencing and seek to understand that person’s thoughts and feelings.

When we empathize, we try to put ourselves in the other person’s place to

understand what is happening to him or her. Source: Stockphoto Mania/Fotolia

The Functions of Listening (3 of 3)

Listening for Enjoyment

• Purely for pleasure, satisfaction, and appreciation

• More than just merely sitting back and hearing

• Still engages the thinking process

Barriers to Effective Listening (1 of 8)

Consider the Topic or Speaker Uninteresting

• We put more effort into listening when we think the

topic or speaker is important

• Deciding the person or topic is boring can lead us to

conclude the information being presented is

unimportant

Barriers to Effective Listening (2 of 8)

Criticize the Speaker Instead of the Message

• Speaker should try to eliminate distracting quirks

• Listeners must not allow superficial behaviors of

speaker to inhibit their ability to listen

Barriers to Effective Listening (3 of 8)

Concentrate on Details, Not Main Ideas

• Many of us tend to listen for specific facts

• Listening for too specific of details causes listeners to

walk away with disjointed information

• Competent listeners focus on the big picture

Barriers to Effective Listening (4 of 8)

Avoid Difficult Listening Situations

• Technical complexity of messages increasing

• Important not to shy away from these challenges

• Concentration, energy, and asking questions is

needed to overcome difficulty

Barriers to Effective Listening (5 of 8)

Tolerate or Fail to Adjust to Distractions

• Listeners must try to eliminate distractions

• Some distractions can be overcome physically

• Other distractions must be overcome mentally

• Technology often creates distractions

Barriers to Effective Listening (6 of 8)

Fake Attention

• Pretending to pay attention can become a habit

• It is easy to give fake attention without realizing it

• Competent listeners conscious; they notice when

they are distracted and return attention to speaker

Barriers to Effective Listening (7 of 8)

Bias and Prejudice

• We have trouble listening to messages or people

whom we are biased against

• Worthwhile to learn the views of others

• If we give in to our biases, we limit ourselves in what

we know and can do

Barriers to Effective Listening (8 of 8)

Preferred Thinking

• Each individual has a preferred way of thinking

• Ways of thinking can divided into quadrants

• Different quadrants may misinterpret one another

Improve Listening Competence (1 of 2)

Competent Listeners

• We are able to become better listeners

• We must recognize the importance of effective listening

• We must think of listening as an active, conscious behavior

• We must be willing to work and have a desire to improve

Improve Listening Competence (2 of 2)

Competent Listeners continued

• Demonstrate three main skills

1. Knowledge and understanding of the listening process

2. Ability to use appropriate and effective listening skills for

given communication situation and setting

3. Ability to identify and manage barriers to listening

Technology and Listening

Technology can both enhance and detract from effective listening; it

sometimes creates sensory overload and multiple distractions. We

need to focus on the ways technology can help us be effective

listeners. Source: Westend61/Getty Images

1. What is the purpose of the Harfield Cognitive Listening Model? What do the internal filters and behavioral skills identified in the model represent?

2. Think about the four quadrants of the brain identified by Ned Hermann. Select one “self” and describe an individual whose thinking is dominated by that quadrant.

3. Discuss 6 barriers of effective listening and describe ways to overcome them

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