Cw9z61 Listening

LISTENING

Lesson # CW9Z61 1

COMMUNICATION 

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COMMUNICATION IS THE EXCHANGE OR FLOW OF INFORMATION OR IDEAS FROM THE SENDER TO THE RECEIVER. EFFECTIVE COMMUNICATION OCCURS WHEN THE RECEIVER UNDERSTANDS THE SAME MESSAGE THE SENDER INTENDS TO TRANSMIT. 2

YOU NEED TO KNOW THIS ABOUT LISTENING... 3

IT IS CENTRAL TO YOUR SUCCESS

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WHY? Technical Competence -- being able to comprehend and recall material more accurately and to reduce the number of performance errors. Human Consideration -- being able to respond to anyone, even a stranger, in an appropriate manner and to reduce unproductive feelings among fellow workers, family members, and friends. 5

MEMORIES ARE SHORT At least 50% is lost immediately after we hear it,

25% more with the passage of time. 6

TIME SPENT COMMUNICATING DURING AN AVERAGE WORK DAY Writing--10% Speaking--30%

Reading-15%

Listening--45% 7

YOU NEED TO KNOW THIS ABOUT LISTENING * You can’t listen any better than you’ve been trained. * As listeners, we are ineffective and inefficient. * You can learn to listen better. * Communication is a shared responsibility -both the listener and speaker must take 100% responsibility. * Face-to-face communication is an active process -- it involves you. 8

THE COMMUNICATION MISMATCH Speaking/ Writing Listening Reading

15-25 145-160 wpm wpm

250 wpm

Thinking

1,000 wpm

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ON I T A U T I S

AT T

SEL

F-IM A

NS

IT

TA T

IO

UD ES

PE C

MO

EX

TIV ES S

N O I T

EN T IN

E H FT

O E G ER A IM EAK SP

GE

KN

OW

LE D

GE

ENV IRON

EXPE R

MEN

IENC

T

ES

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TECHNICAL ERRORS MADE WHILE LISTENING OMISSIONS ADDITIONS DISTORTIONS 11

Questions?

TEST

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DETERRENTS TO EFFECTIVE LISTENING

1. Assuming in advance that the subject is uninteresting or unimportant.

3. Mentally criticizing the speaker’s delivery. 5. Getting overstimulated when questioning or opposing an idea. 7. Listening only for the facts, wanting to skip the details. 5. Trying to take notes on everything said.

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DETERRENTS TO EFFECTIVE LISTENING (CONT.) 6. Pretending to be attentive. 7. Allowing the speaker to be inaudible or incomplete. 8. Avoiding technical messages. 9. Overreacting to certain words or phrases. 10. Daydreaming. 14

YOU CAN BE AN EFFECTIVE LISTENER TWO CONDITIONS THAT ARE NECESSARY FOR LEARNING TO TAKE PLACE:

NEED PRIOR KNOWLEDGE

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LISTENING GOOD LISTENING IS AN ART WHICH CAN BE CULTIVATED BY: * Not making assumptions about what is going on in the speaker’s mind. * Not “jumping” to conclusions. * Keeping an open mind. * Staying silent until the speaker is finished.

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WAYS TO GATHER THE MOST INFORMATION WHILE LISTENING * Anticipate the speaker’s point before he makes it. * Identify what the speaker has for evidence. * Summarize periodically as you listen.

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“Know how to listen, and you will profit even from those who talk badly.” -Plutarch 18