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Objectives:
• Define what listening is.
• Differentiate hearing versus listening.
• Discuss the keys to being a goodlistener
• Assess listening skills
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staff meetings, personal
discussions, presentations,
telephone discourse, and
informal conversation.
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face-to-face meetings,
telephone calls, speeches,
tele-conferences, or
videoconferences.
Importance of Oral Communication in the Workplace
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Listening
Stephen Covey: “…most people
listen with the intent to reply,
not to understand.”
(7 Habits of Highly Effective People Habit 5: Seek First to Understand,
Then to Be Understood)
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Listening
Listening is an active process
involving three parts.
1. Hearing
2. Understanding
3. Response
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Hearing vs. Listening
•Hearing
•physiological process of receiving aural stimuli
•without effort
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Listening
•physiological process guided &
controlled by the habits,
attitudes, & consciousintentions
•active process
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Listening
1. HearingThis is the physical aspect of your body
receiving and interpreting sounds.
Hearing is critical to listening, but it isonly the first part.
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Listening
2. Understanding
This is where your brain processes the
words that you hear and devicesmeaning from them in the context of
the entire conversation. Not only do
you develop understanding of whatyou are hearing, information is
communicated to you at this stage.
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Listening
3. Response.Responding may involve making a
decision to act on the information
you have understood and perhaps
replying with your opinion or
comments. You may disagree andenter into further conversation to
dig deeper.
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Listening Test: Are you a good
listener?• Rate yourself on the following
listening behaviors using the following
scale:• 4 – Almost always
• 3- Most of the time
• 2 – Sometimes
• 1 – Almost Never
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Read the interpretation of your scores and see how good a
listener you are.Score Your Listening Ability
•
50-60 = Congratulations! You’re an excellent listener.• 40-49 = Good going! You are a good listener, and you could be
even better.
• 30-39 = Keep working on it. Listening skills will help you solve
problems.
• 15-29 = You really should get serious about learning to listen.
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Can you explain?
• Good hearing vs. Good listening
• Good hearing Good listening
• Bad hearing Good listening
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Effective Listening in Classroom
Settings (Michael Gilbert, 1998)
1. Find areas of interest in what you’re listening
to.
2. Remain open.
3. Work at listening.
4. Avoid letting distractions distract.
5. Listen for & note main ideas.
j b g v a l e r
o
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What are the
keys to being a
good listener?
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NV in Listening Effectively
1. Bodily, facial, vocal responsiveness
2. Lean forward
3. Direct body orientation
4. Relaxed but alert posture
j b g v a l e r
o
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NV in Listening Effectively
5. Open body position
6. Direct eye contact
7. Sit/stand close to the speaker j b g v a l e r
o
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