Agenda: Week 4
1. Activity: Not a Debate!
2. You heard me, but did you listen…
3. The listening process:
a. attending
b. understanding
c. responding
d. remembering
LISTENING
***CLASS ACTIVITY***
(Remember: Dry Erase Marker)
1. Divide students into pairs (dyads).
2. Tell each student take out two pieces of paper.
3. Debate options: (a) War on Iraq (b) War on Drugs (c) Bush? (d) Kerry?
(e) Gun control (f) Welfare
4. Students go through issues…find at least one, hopefully two they
disagree on.
5. “Try to develop at least 5 supporting points on each topic…Sit quietly
until everyone in class finishes.
6. Each person present his or her opinions…
7. THIS IS NOT A DEBATE. One person speaks until finished… then
other person speaks. When finished sit quietly.
8. Collect papers.
Put names on board…Two categories under each name: Your arguments,
opponents arguments.
Ask each person to recall their arguments…partners arguments.
Tally scores.
9. Reveal Point: Listening is difficult…Listening & retaining information
even more difficult…
…ESPECIALLY when we feel strongly about our own viewpoint.
However, ability to listen & remember opposing viewpoints is key to
intellectual & ethical maturity - thesis…antithesis…synthesis -
**Ask class for example here**
…Ability to listen & remember opposing viewpoints also key to avoiding
conflict in almost every type of human relationship.
12. Point activity to remind you that listening is not natural…it is learned
skill!
…And, as I mentioned, it is extremely important skill to possess.
- First of all…we spend more time listening than speaking, writing, or
reading…About 53% of our communication activity consists listening.
**Listening skill is vital for both career & interpersonal success.
Ex. Marriage counselors report that couples’ failing to listen to each other
major problem in many failed marriages.
Ex. Human resource executives listed listening ability as one of 10 most
important traits an executive could possess.
Ex. Business research has found that listening ability & career success
highly related.
So…it pays socially and economically to learn to listen!
**Now let’s discuss some common misconceptions about listening.
1. Listening and Hearing are not same thing.
-Hearing is physical process in which sound waves strike eardrum cause
vibrations that are transmitted to the brain.
-Listening occurs when brain reconstructs these electrochemical impulses
into something meaningful.
-Unless we have some physical ailment…or are wearing headphones or
earplugs…hearing cannot be stopped.
-Listening on other hand, takes effort…it is not automatic like hearing.
-There are four general steps in listening process: Attending, Understanding,
Responding, and Remembering.
-First step in listening process is attending to particular message.
In order to make sense of message, you must pay attention to it.
Recall from chapter 2 that our needs, wants, desires, and interests
determine which messages we pay attention to, which ones we don’t.
Ex. People’s needs, wants, desires, and interests often dictate why or why
not people pay attention to religious messages.
-The elderly are example how particular needs or wants can cause people
who never too interested in religion to become very interested.
Why? Because they recognize death not far away & idea of heaven,
paradise, eternal life sounds pretty good.
Same thing w/ Palestinian Suicide Bombers.
These guys live in war torn country…poor health care…
…few job opportunities…surrounded by women covered from head to toe in
loose fitting clothing…
When local sheik approaches one of these guys says:
“Hey…how’d you like go to place where you’re never hungry, never thirsty,
have 30 scantily clad virgin girls catering you’re every whim…”
Sounds pretty good!
So there are concrete reasons why we pay attention to some
messages…ignore others.
-Second step in listening process is understanding message.
Understanding involves the cognitive processes involved in meaning
coordination and message comprehension.
-Again…our needs, wants, attitudes and desires affect how we understand
messages.
Ex. If we’re in romantic relationship…we really like other person…this
affects how we understand messages they send us.
If they say “You know…I’m really busy this week…maybe we can hang out
next week…”
Instead of focusing on fact that out of 168 hours in week…they couldn’t find
an hour or two for us…
We think to ourselves “Cool. We’re gonna hang out next week!”
-Of course our past experiences also influences how we understand
messages.
I’ve been rejected enough to know that if someone says “I’m too
busy…maybe next week…”
That means other persons not interested.
But if you’ve only dated couple people…you might not get hint.
-Our personality characteristics also play large part in how we understand
messages.
For example, people who have authoritarian personalities respect
authoritative leadership & tend to obey or accept what authority figures they
respect say almost blindly.
So if authoritarian individuals told by favorite politician:
“In order to balance budget…we must raise taxes…”
They would accept statement w/ out investigating it for truth or merit.
Non-authoritarian person much more likely to read news articles, editorials
or do online research come to conclusion about whether raised taxes best
solution.
-Source factors like:
…Attractiveness,
…Perceived similarity,
…Perceived motivation or intent,
…Proximity also affect how we interpret messages.
For example, A 1999 study by Yvette Moon demonstrated that we are more
likely to be persuaded by people who live close to us than people who live
far away…
Even if both types of people are trying to convince us to do same thing.
Moon had people evaluate persuasive message from someone who lived in
same city…someone who lived out of state…
Participants much more persuaded by person who lived in same city.
One of primary reasons why we are more easily persuaded by people who
live close to us because we perceive them to be similar to us…
That is, we assume they think like we do, live like we do, must have good
reasons for advocating whatever cause or event they’re supporting.
…or at least better reasons than person living far away would.
-Third step in listening process involves how we respond to particular
message.
Responding consists of giving observable feedback to the sender.
Ex. Eye contact, head nodding or shaking, asking questions, paraphrasing
what other person says all examples of “responding” behavior.
-Fourth step in listening process is remembering what receiver said.
Remembering isn’t always easy…
…but is by far most important part of listening process as far as maintaining
personal relationships and succeeding in business is concerned.
Studies have shown that on average, we remember only half what we hear…
even immediately after we hear it!
And…within 8 hours, the 50% we remembered drops to about 35%.
The same factors that influence what messages we attend to and how we
understand those messages influence how we respond to and remember
messages.
-Obviously, physical and physiological factors play part in how we respond
to messages.
Ex. People who aren’t very bright generally don’t understand subtle,
indirect, or dry humor.
And vast majority of research supports common sense notion that as people
grow older, they become more cognitively sophisticated…
…which explains why students didn’t find Shakespeare very funny High
School, really enjoy him just couple years later college.
…or why children & teenagers enjoy bodily humor & slapstick comedy…
Whereas most adults prefer humorous techniques such as irony, pun,
exaggeration, or understatement.
-Social factors also influence how we respond to messages.
Ex. If one of your friends makes lewd comment in car just two of you…if
you find it funny, you’ll laugh.
But if same comment was made in classroom/office: You’d shake your head
in disapproval.
-And of course, we remember messages according to our goals and interests
just like we attend to messages according to our goals & interests.
Ex. I’m sure most of you heard expression “selective hearing” or “selective
memory.”
Basically, “selective hearing” or “selective memory” refers to our tendency
to remember information that has positive impact on us…
But conveniently forget information has negative impact on us.
Ex. You’re far more likely to remember that friend owes you $20
than remember you lost another friend’s CD & haven’t replaced it.
So our memory processes are extremly biased.
But all our cognitive processes are biased in one way or another.
The key is to be able to step back, recognize you’re biases and then make
decisions accordingly.
So we’ve established that listening & hearing not same thing…
Also important to emphasize few people are “Natural Listeners.”
-Various studies have demonstrated most people grossly overestimate their
listening ability.
If you took physiology class high school…you learned about voluntary &
involuntary bodily functions.
Voluntary functions occur at subconscious level;
They happen without our brain telling them to happen:
Ex. Breathing, Heartbeat, or Swallowing.
Involuntary functions occur at conscious level; They occur only when our
brain tells them to:
Ex. Walking, Speaking, and LISTENING.
Listening requires effort! We do not automatically listen.
Unfortunately…Research findings consistently support hypothesis that:
“Empathetic listening decreases with age.”
In general…third graders listen better than sixth graders…sixth graders
listen better than 11th graders…and so on.
Now obviously…as children get older (especially teenage years)…they
become more:
Self-centered, Introspective, concerned w/ Social Status…
So little children are interested in variety of things: Cats, Dogs, Horses,
Games, Food, Holidays, and Family…
And because they have such wide variety interests…children like to
listen…because they learn when they listen
On other hand, teenagers are generally interested in social life…that’s it.
So if topic isn’t of social nature -Dating, Sex, Relationships -not
interested…no incentive to listen.
**So it makes sense that children listen better than teenagers…
But shouldn’t adults listen better than both children & teenagers?
Adults are responsible, patient, more educated…so why don’t adults listen
well?
Main reason is because most adults are done learning!
They’ve went to school…Worked…Had kids…Bought house…
They’ve got everybody & everything figured out.
In other words, since adults think they know everything, why listen to other
people?
And unfortunately…adults listen least in situations where they should listen
most: In interpersonal relationships!
Ex. Husbands & Wives are more courteous to strangers than each other.
Ex. Couples interrupt each other more than they do complete strangers.
We’re all adults here…all of could afford to improve listening skills!
First, let’s talk about Faulty Listening Behaviors.
(1) PSEUDO-LISTENING.
*Pseudo-listeners are good actors.
*They maintain eye contact, they nod & smile, they drop
sympathetic “Umm,” or “Yeah,” “What can you do”
*But in reality, they’re thinking about other things instead of listening.
(2) SELECTIVE LISTENING.
*Selective listeners respond only to conversational topics that interest them.
For example…I’ve got friend who only cares about romantic gossip.
If I call her talk about my day at school, or how I surfed that morning, or how my cars running…its
like talking to brick wall.
But, minute I bring up anything to do w/ relationship or romantic
gossip…
She’s like “Wait, what happened?” or “He said what?” or “She
actually wore that?”
So unless you’re talking about particular person or subject they’re interested in…There’s no point
talking to selective listener.
(3) DEFENSIVE LISTENING.
Defensive listeners interpret innocent comments as personal attacks.
Usually, defensive listening occurs because receiver is insecure about
particular topic or issue.
For example…many men who are short, or have small feet or hands
are very sensitive about it.
My friend Jason…for whatever reason…has abnormally small feet.
So whenever he overhears anyone talking about something being
“too small” or “undersized” or “petite,” he thinks they’re talking
about his feet.
So again, usually defensive listening is related to insecurity.
(4) AMBUSHING
Ambushers listen very carefully…but only because they’re gathering
ammunition for sake of arguing.
Car salesmen are great ambushers.
If you’re at dealership…you’re telling salesmen your concerns about
financing, or warranty, or sticker price…
Chances are he’s listening very carefully…but not because he’s
interested in you’re concerns…
But instead because he’s wracking his brain
figuring out how he can convince you you’re concerns will be taken
care of…or really don’t matter.
(5) INSULATED LISTENING
Insulated listeners, unlike selective listeners, have list topics they
want to avoid.
All of us are insulated listeners to some extent.
Some of us tune out when we hear political debate…
Some of us tune out when we hear religious discussion…
Some of us tune out anything to do w/ business…
Selective listeners are poor communicators because they only want to
talk about certain things…
Insulated listeners are poor communicators because they never want
to discuss certain things.
(6). INSENSITIVE LISTENERS.
Insensitive listeners are too lazy (or stupid) to analyze others non-
verbal or indirect communication tactics…therefore take speaker’s
comments at face value.
(7). STAGE HOGGING.
Stage Hoggers: (1) Constantly try to turn conversation towards them.
(2) Frequently Interrupt Others.
For example, You’re a Stage Hogger if:
Friend says to you “Hi, Gosh I Had Great Day…”
And instead of saying “Really, What Happened?”
You say “Me too…I went for coffee, then read book, I, I, I, I!
There are many reasons why people listen poorly.
Some are avoidable…unfortunately, others are inevitable.
*First, people may avoid listening because they’re tired.
We wouldn’t expect somebody to go on jog w/ us after they had just run
marathon…
But often we expect our friends & family to listen to us after working or
studying all day.
So sometimes we find people in situations where they’re just too exhausted
to listen…
And then we get mad at them for not being particularly interested what we
have to say.
And of course, sometimes people don’t listen because they’re just plain lazy
Listening requires mental energy…It takes work.
And many people aren’t very interested in working.
*Second, because we are bombarded with so much noise each day, we have
to tune out some communication or we’d go crazy.
On average, we hear other people speak for about 5 hours each day…
Plus we listen to music, talk radio, television…
What good communicators do select carefully messages they’re going to pay
attention to, preserving their mental energy for most important people.
*Third, our minds can process about 600 words minute…But most people
speak only 100-140 words minute.
Consequently, when we do choose listen to other people…we’ve got a lot
mental energy leftover…hard not to let our minds wander.
This is why for many of us…slow speakers can be so exasperating.
I know annoying habit I have when I’m conversing w/ slow talker is
sentence finishing…
I get so impatient…and 90% of time I know what they’re going to say
anyway…I just finish sentence for them.
Obviously, most people don’t like sentence finishers so I try not to do it.
Two lessons to be learned here:
(1) If you want keep people’s attention, practice talking faster!
-One way do this think before you speak.
Instead of working out your thoughts while you’re speaking…
Work them out before you speak.
-Second, just be aware…be aware that while you’re slowly, meandering
on and on…everybody else is tuning out!!
(2) So if you’re slow talker…you can try speed up your own speech…but
unfortunately you can’t speed up other slow talkers.
-One thing you can do is mentally paraphrase what other person is saying.
Ex. So if you’re Boss says:
“Our…sales…numbers…have…been…sub-par…lately…”
At same time, you can be paraphrasing:
“OK, sales have been down, yes, that’s a problem.”
*Fourth reason we listen poorly because psychological preoccupations or
distractions we might have.
-Obviously, if we’re preoccupied w/ an earlier argument we had, or problem
at work, or we’re stressed out because paper due soon…
…we’re going to have problems listening empathetically.
*Fifth, we often make incorrect assumptions about our own and other’s
communication behavior.
When we’re speaking w/ people we’re familiar with like friends, family
members, or coworkers…
We may assume we know what other person going say, before they even
speak.
Usually…we probably do know what they’re going to say…but sometimes
we don’t.
For example…Couple summers ago, I was teaching summer school in
Irvine…Principal always wanted me stay late…
Almost every day he asked me about same time keep working…
One day, he came up to me…started talking…I tuned him out…just
nodded…
Two hours later he came up to me, said: “I told you to take afternoon off.
What you still doing here?”
So sometimes we falsely assume we know what other person will say…
Other times we assume what other person has to say is too simple or
obvious pay attention to.
My younger sister does this all time w/ my parents.
She’s 15, thinks she knows everything…
Couple weeks ago, she wanted deep fry potato slices in oil…my mom
warned her not to rinse pan w/out dumping oil, because hot oil splash in her
face…
But since she thinks everything my mom says is obvious…didn’t listen…
Now she’s got third degree burns on face…
No just kidding…she just got couple holes burned in shirt from oil but you
get point…
It’s not always real smart idea to assume what other people say is simple or
obvious.
And of course, the opposite problem can occur:
We sometimes assume that another’s comments are too complex…and tune
out completely.
One of ways psychologists classify people is whether or not they embrace
uncertainty or avoid uncertainty.
People who feel uncomfortable when:
They don’t know exactly what others think of them…
Or what kind job they’ll end up having…
Or whether they’ll get married or not…
Would be characterized as having “high uncertainty avoidance.”
People who aren’t bothered by ambiguous or indefinite circumstances are
classified as having “low uncertainty avoidance.”
High uncertainty avoiders are more likely to tune out complex lecture, or
give up reading book they don’t quite understand than low uncertainty
avoiders.
I am definitely a high uncertainty avoider…but I’ve learned to put up w/
uncertainty…and I’m far better off for it.
When I come across complex material in lecture or journal article…I get
really frustrated…
But I’ve found if I’m patient…force myself to pay attention…I usually can
figure out concepts or ideas being discussed…
Now certainly, material in this class is not difficult…but you will come
across extremely confusing material in some other classes during you’re
college career…
If you want to be successful, force yourself to listen or pay attention to
complex communications…Most of time, you’ll be able to figure out what
they mean.
*Another reason people find listening difficult is because talking seems to
have more advantages than listening.
Recall from our discussion on perceptions that we are influenced by what is
most obvious.
Is anyone USC fan here?
Carson Palmer…Underachiever
Norm Chow…Heisman Trophy Winner.
No Norm Chow? Benched in Cincinnati.
Matt Leinart…Barely Wins QB Job.
National Champion.
Obvious…How well Leinart & Palmer Played.
Not Obvious…Technical Changes Norm Chow Made:
Hand Placement
Throwing Mechanics
Footwork
Vision
Pocket Savvy
Not Obvious…Strategic Changes:
Three step drops to prevent Linehart & Palmer being hit
Pocket Role Outs prevent Linehart from being hit
Never abandoned running game…which open passing game.
But most people don’t recognize coaching…only recognize players.
As result…many young athletes don’t think they need coaching.
Same thing happens when people look at communication
Even Anna Nichole Smith is smart enough to notice that speaking
well has advantages.
Politicians need to be articulate, Trial lawyers need to be articulate,
Salespeople need to be articulate, Actors need to be articulate…
Even waiters and waitresses are rewarded for speaking well.
But listening is just as important.
Politicians who don’t listen to public & their advisors don’t get elected…
Lawyers can’t collect evidence without listening to tipsters or witnesses…
Salespeople who don’t listen to the concerns of their clients don’t do well…
Actors who don’t listen to their directors, writers, and producers aren’t
successful…
So listening well is just as important as speaking well as far as career
success is concerned.
And remember, career success is practical communication goal
But what about social communication goals? We need human contact for
life to be worth living…
In friendships & romantic relationships relationships…nobody wants a
“good talker…”
But everyone wants a good listener.
And finally…proliferation of mass media has had dramatic effect on our
ability & willingness to listen…
Because media has nurtured our very natural inclination to WANT THINGS
NOW!
And technological advances like Internet and Remote controls make it easy
for us to tune out information we don’t want.
Result is: We’re used to getting what we want, when we want it, and so
when people are boring or don’t get to point…we have no patience.
I was journalist…I was taught that consumers wanted only:
(A) Most exciting information…
(B) Most relevant information…
(C) Presented as simply and quickly as possible.
I read Times…but I grew up reading OC Register.
10 years ago, Register’s front page used to be 20% headline & deckhead…
20% visual…60% text.
Now, it’s 45% visual, 45% headline & deckhead…10% text!
The Register is simply responding to fact that our attention spans are
decreasing.
We don’t want to read story to find information…
“If story can’t be told in headline or picture…I don’t want to read it.”
People by nature are impatient and demanding and media is making this
tendency worse.
**So there are many obstacles that stand in way of good listening…
But research shown that through increased awareness (or knowledge)
& training…anyone can improve their listening ability.
OK…so we’ve talked about some general reasons why without focused
concentration…we have trouble listening well…
But its also important to consider fact that each of us has different
Listening Style.
Communication researchers have identified 4 listening styles…
Remember all of us at certain times or under certain conditions may use any
or all of four listening styles…
But usually we tend to favor one listening style more than another style.
There are two primary reasons why it’s important to be aware of four
listening styles:
First…each listening style has advantages & disadvantages.
Obviously, if we’re aware of our own listening style…
We can use positive aspects of style to our advantage…discard useless or
negative aspects of style.
And, if we know which listening styles are useful in which situations…we
can alter our listening style depending on circumstances.
Second reason important to be aware of listening styles is for sake of our
interpersonal relationships.
If we understand why someone acts certain way…we tend be more tolerant
& patient w/ that person.
For example, vast majority of girls who are promiscuous, or do things like
strip or adult movies do so because…
(A) They never had stable father figure
(B) They were sexually or physically abused
(C) They have drug addiction to support
(D) They simply don’t think their worth anything…They don’t believe they
have any real value…and if you don’t value yourself, you don’t care if
others treat you like object instead of human being.
So point is…before psychologists scientifically documented reasons for this
type behavior…people had no sympathy or understanding for these girls…
Now, we know that we shouldn’t look down on them or condemn them…
We should feel sorry for them & try to help them.
Same rationale applies for studying all aspects human behavior…including
listening.
If we know that for whatever reason…people have unconscious tendency
listen way they do…
We should be more likely to be patient w/ that person when they don’t listen
in way we’d like them to….
And we can adapt our speaking style to their listening style to increase
likelihood they receive our messages way we want them to.
Think I’ve mentioned before…but that’s one of keys to being good
communicator…
You’re audience not going adapt to you…you need adapt to you’re
audience!
That’s important lesson learn for us in all our relationships:
We cannot change other people.
Either can accept them for who they are…or we need to discontinue contact
w/them.
So…The four listening styles are:
Content-Oriented, People-Oriented, Action-Oriented, & Time-Oriented.
Content Oriented Listeners:
-Pay close attention to message content
-They’re particular about details…they notice if speakers contradict
themselves or make inaccurate statements.
-They tend to be very analytical…and enjoy discussing issue from every
angle.
-People who do well in college tend to be content oriented listeners.
-Content Listeners, not surprisingly, tend have above average intelligence.
Advantages Content Listening:
Content Listeners-
-Make informed decisions…
-Not easily persuaded by gimmicks or deceptive advertising…
-Able to discuss & understand complicated topics
Disadvantages Content Listening:
-Content listeners annoy simple people…and most people are simple.
-Most content listeners were Geeks in High School.
-There’s usually no such thing as “quick conversation” w/ content
listener…because they want to talk about every statement and every angle in
detail.
-Many times, because content listeners ask so many questions and question
validity of even most casual statements…people often interpret content
listeners as hostile or overly critical.
People Oriented Listeners:
-Are primarily concerned w/ creating & maintaining positive relationships.
-Are more interested in communicating for social reasons than practical
reasons…at least in interpersonal relationships.
-Pay particular attention to other’s moods, feelings, & emotions.
Advantages People-Oriented Listening Style
-Very good decoding non-verbal & indirect messages
-Their sensitivity & empathetic listening style helps them establish &
preserve friendships and family relationships.
Disadvantages People-Oriented Listening Style
-Because they’re so concerned w/ relationships, may:
(a) Avoid confronting others when confrontation necessary.
(b) Rely heavily on source cues when evaluating information.
*In other words, may overemphasize speaker’s perceived honesty,
unselfishness, genuineness, poise, or goodwill when evaluating
arguments made by speaker.
*Husbands….come home…wife bought $100 junk door-to-door
salesman…wife says “But he seemed like such nice man”…
Know that being people oriented listener not always good thing.
-Finally, people-oriented listeners get on nerves of less people oriented
speakers…because they’re always asking:
“How do you feel?” “Are you OK?” “Are you happy?” “Are you
sad?” and so on.
People-Oriented speakers need remember that not everyone is on emotional
roller coaster they’re on!
Action Oriented Listeners:
-Are extremely concerned w/ practical communication…
Not very interested in philosophical discussion like content listeners…
Not very interested social communication like people oriented listeners…
“Business like” or “No nonsense” phrases often used to describe action
oriented listeners.
Obviously then, action listeners appreciate clear, direct, and brief
communication interactions.
Advantages Action-Oriented Listeners:
-They take care of business. They get job done.
-They don’t take up your time…Don’t expect you to take up theirs.
-Very adept achieving practical communication goals.
Disadvantages Action-Oriented Listening:
-Can intimidate & arouse resentment in non-action oriented listeners who
expect polite, sensitive, and empathetic communication.
-Since action-oriented listeners minimize emotional issues & concerns…
their interpersonal relationship are usually rocky or non-existent.
-Ex: Scrooge…Christmas Carol.
Time-Oriented Listeners:
-Are primarily concerned w/ efficient communication.
-While people oriented listeners’ motto might be…
“If you can’t say something nice…don’t say anything at all…”
Time-Oriented listeners motto is…
“If you can’t say something valuable…don’t say anything at all…”
The same advantages & disadvantages that applied to time-oriented
listening apply to action-oriented listening as well.
So, clearly, there is time & place for all listening styles.
Competent communicators recognizes which style is needed under which
circumstances.
The key…evaluate your communication goal…assume appropriate listening
position.
Let’s wrap up discussion on listening by talking briefly about:
(A) Conditions under which each listening type most appropriate
(B) Some skills you can use to achieve your communication goals
-Sometimes, we need to listen for Information…
When your communication goal is receiving information, the trick is make
sure you are decoding sender’s messages appropriately.
To increase your chances of accurately receiving information looking for…
(1) Don’t needlessly argue w/ others…
& Don’t judge others prematurely.
(2) Try to separate speaker from his or her message…In other words:
(a) Don’t blame messenger for bad news
(b) Don’t assume that certain people are always right or wrong.
Don’t assume that certain people always have valuable information…
others always have valueless information.
(3) Ask sender questions ensure that you’re getting information you need!
-Don’t rely on others to tell you everything you need to know.
When we get information from others…they don’t benefit…there’s no
incentive for them to tell us everything…it takes their time & energy.
For example, my mother deals w/ my grandma’s medical issues…
One time called pharmacy because she wasn’t sure if was correctly being
charged for certain prescriptions…
Pharmacist said…oh yes…we always charge…blah, blah, blah…
Then my mom asked “But she has medical & medicare…are you sure
there should a charge?
Pharmacist rechecked…turned out my grandma being overcharged
almost $100 for prescription.
-Remember though, that informational question asking isn’t appropriate
all situations.
-Many people ask informational questions in interpersonal
situations…thinking they’re being good listeners (i.e. showing interest and
support)…
-But speakers often interpret informational questions in interpersonal
situations as intrusive, patronizing, and controlling!
There three are rules to follow when asking questions social situations:
(1) Don’t ask questions just to satisfy your own curiosity.
(2) Be sure your questions aren’t subtly designed to change topic or call
attention to yourself.
(3). Don’t use questions to disguise your suggestions or criticisms.
Finally, if you’re not sure what speaker means or think you might have
misinterpreted statement…paraphrase for speaker what you thought they
said…
Obviously…this gives speaker chance to clarify or correct statement they
made.
**So sometimes we need to listen for information…
Other times we need to listen with critical ear to what we’re hearing…
Critical listening is necessary when someone’s trying to persuade you
believe or do something.
Study of Persuasion and Social influence dates back to ancient Greek
philosophers such as Aristotle & Cicero…
So to even scratch surface what you’d need to know be critical listener,
You’d need to take entire course on Persuasion and Influence.
This department does offer such class…335: “Processes of Social Influence”
I highly recommend you take it.
What you learn that class really change how you view your own & others
decisions. Hands down best course we offer!
So text touches on couple strategies for critical listening…but there’s hell of
lot more to it.
And finally, sometimes our main concentration should be lending an
empathetic ear to others.
Empathetic listeners’ goal in communicating w/others is to build
relationships or to help others.
Empathetic listeners can be characterized as follows:
*First, empathetic listeners realize that although our first inclination when
we hear someone’s problem is to offer advice…
…Many times that’s not what speakers looking for.
Before offering advice, make sure these four criteria are met:
(1) Be confident you’re advice is accurate.
(2) Make sure person you’re giving advice to physically & psychologically
able to carry out your suggestion.
(3) Be sure person you’re giving advice to seems willing to accept it.
(4) Be willing to accept responsibility if advice doesn’t work out.
*Second characteristic of empathetic listener is he or she very careful when
offering judgmental comments to speaker.
A judgmental comment evaluates sender’s thoughts or behaviors in some way.
Judgmental comments have best chance being accepted when:
(1) The person with problem has asked for an evaluation of someone or
something.
(2) Your judgment is genuinely constructive & not merely derogatory
remark.
Frequently…we convince ourselves that our judgments are for other
persons good…
But in reality they represent our dissatisfaction w/ speaker…Our desire
to put down or humiliate them.
*Third characteristic of empathetic listener is he or she knows when and
when not to analyze other people’s behavior.
In an analyzing statement…listener offers an interpretation of speaker’s
message.
Analyzing statements frequently start off with:
“The real reason you said that was…”
“He’s acting like that because…”
“What you really meant to say was…”
Sometimes, behavioral analysis can be helpful…other times annoying.
The guidelines for judgmental communication apply to analytical
communication as well…with one addition…
(Although this rule applies to judgmental comments as well)
(1) Offer your analyses in tentative rather than absolute terms…
Instead of “You did this because…”
Try “One possible explanation for your behavior could be…”
*We’ve already covered Questioning…
*Fifth characteristic of empathetic listeners is that they offer supportive
comments to others when appropriate.
So before you tell somebody:
“She wasn’t right for you anyway…”
“Women love bald men…”
“Inner beauty is what really counts…”
Make sure that:
(1) You’re being sincere…
(2) Make sure other person is in mental state where they can accept
comment.”
5 minutes after somebody has their car stolen probably not best time to say:
“You, know…riding on bus can be a lot of fun…”