COMM4 VerderberSellnow Ch06

Chapter 6 - Listening
6
Listening
Copyright 2016 Cengage Learning. All Rights Reserved. May not be

scanned, copied or duplicated, or posted to a publicly accessible website, in
whole or in part.
Learning Outcomes
LEARNING OUTCOMES
1 Define listening
2 Identify the three challenges of listening
3 Practice the steps involved in active
listening
4 Employ strategies to respond effectively
in different situations
Copyright 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. COMM4 | CH6 2
LO - 6.1
Define listening
Listening
Consists of complex affective, cognitive, and

behavioral processes
Affective - Motivates one to attend to a message
Cognitive - Relates to understanding and
interpreting a messages meaning
Behavioral - Relates to responding with verbal or
nonverbal feedback
People choose to listen for reasons
depending on the situation
LO - 6.2
Identify the three challenges of

listening
Challenges to Effective Listening
Listening apprehension
Anxiety felt about listening
- Makes it difficult to focus on the message
Listening style: Ones favored and
unconscious approach to listening
May change based on the situation and goals
for the interaction
Content-oriented listeners: Focus on and
evaluate the facts and evidence
Challenges to Effective Listening (continued 1)
People-oriented listeners: Focus on the feelings

their conversational partners may have about
what they are saying
Action-oriented listeners: Focus on the ultimate
point the speaker is trying to make
Time-oriented listeners: Favor brief
conversations
- Use verbal and nonverbal cues to signal that
their partner needs to be more concise
Preferred style may be influenced by cultural
and co-cultural identity
Challenges to Effective Listening (continued 2)
Processing approach
Passive listening
- Habitual and unconscious process of receiving
messages
Active listening
- Deliberate and conscious process of attending
to, understanding, remembering, evaluating,
and responding to messages
- Requires practice
LO - 6.3
Practice the steps involved in

active listening
Steps for Active Listening - Attending
Process of willfully perceiving and focusing

on a message
Poor listeners find it difficult to exercise
control over what they attend to
Tend to drift from the topic at hand
Steps for Active Listening - Attending
(continued)
Techniques to become a good active

listener
Prepare physically to listen
- Create an environment that reduces potential
distractions
- Adopt a listening posture
Resist mental distractions
Stay focused on the message
Steps for Active Listening - Understanding
Correctly interpreting a message

Strategies
Identify the main point
Ask questions
Paraphrase
- Content paraphrase: Focuses on the denotive
meaning
- Feelings paraphrase: Focuses on the attached
emotions
Steps for Active Listening - Understanding
(continued)
Empathize
- Empathetic responsiveness: Experiencing an
emotional response parallel to the senders
actual or anticipated display of emotion
- Perspective taking: Using all details known
about a sender and his/her circumstances to
understand their feelings
- Sympathetic responsiveness: Concern,
compassion, or sorrow for anothers situation
Steps for Active Listening - Remembering
Ability to retain and recall information

Improvement techniques
Repeat the information
Construct mnemonics
- Mnemonic device: Associates special words
or short statements with new and longer
information
Take notes
Steps for Active Listening - Evaluating
Process of critically analyzing a message

Involves determining:
The accuracy of facts
The amount and type of evidence used
How a position relates to ones personal values
Steps for Active Listening - Evaluating
(continued)
Evaluation strategies
Separate facts from inferences
- Facts: Statements that can be verified as true
- Inferences: Assertions based on the facts
presented
Probe for information
Steps for Active Listening - Responding
Process of providing feedback

When responding, one must be respectful to the
speaker
LO - 6.4
Employ strategies to respond

effectively in different situations
Listening Response Strategies
Provide appropriate nonverbal feedback

cues while the speaker is talking
Nonverbal feedback cues: Signals used to
illustrate attention and comprehension from the
side of the listener
Verbal feedback should be given after the
speaker has finished
Listening Response Strategies (continued)
Offer specific strategies when providing

emotional support, constructive criticism, and
speech critiques
- Supportive responses: Build an environment
where people are encouraged to talk about
and understand a difficult situation
6.1 Guidelines for Supportive
Figure Responses
Figure 6.2 Guidelines for Critiquing Others
Figure 6.3 Examples of Effective and
Ineffective Speech Critiques
KEYKEY
TERMS
TERMS
Listening Passive listening

Listening style Active listening
Content-oriented Attending
listeners Understanding
People-oriented Question
listeners Paraphrasing
Action-oriented Content paraphrase
listeners Feelings paraphrase
Time-oriented listeners Empathy
KEYKEY
TERMS
TERMS (continued)
Empathetic Inferences
responsiveness Responding
Perspective taking Nonverbal feedback
Sympathetic cues
responsiveness Supportive responses
Remembering
Repetition
Mnemonic device
Evaluating
Facts
Summary
SUMMARY
Listening consists of affective, cognitive, and

behavioral processes
Challenges to listening
Preferred listening style
Processing approach
Summary
SUMMARY(continued)
Steps involved in active listening

Attending, understanding, remembering,
evaluating, and responding
One should offer specific strategies when
providing emotional support, constructive
criticism, and speech critiques

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Chapter 6 - Listening

Copyright 2016 Cengage Learning. All Rights Reserved. May not be

Consists of complex affective, cognitive, and

Identify the three challenges of

People-oriented listeners: Focus on the feelings

Practice the steps involved in

Process of willfully perceiving and focusing

Techniques to become a good active

Correctly interpreting a message

Ability to retain and recall information

Process of critically analyzing a message

Process of providing feedback

Employ strategies to respond

Provide appropriate nonverbal feedback

Offer specific strategies when providing

Listening Passive listening

Listening consists of affective, cognitive, and

Steps involved in active listening

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