CHAPTER 9: BUILD TRUST AS YOU COMMUNICATE PART 1: LISTENING SKILLS Dr. M. Davis-Brantley.
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Transcript of CHAPTER 9: BUILD TRUST AS YOU COMMUNICATE PART 1: LISTENING SKILLS Dr. M. Davis-Brantley.
CHAPTER 9: BUILD TRUST AS YOU COMMUNICATE
PART 1: LISTENING SKILLS
Dr. M. Davis-Brantley
What is Communication?
Communication is the transfer of information among individuals Speaking Writing Reading Listening
We learn to engage in these most of these behaviors from others (parent, teacher, friends)
Don’t receive formal instruction on how to listen
Listening vs. Hearing
Remember: Sensation vs. Perception Which is Sensation? Which is Perception? Listening is active and something we
choose to do It is a proactive behavior
Effective Communication—Listening Skills
True listening is more than just being quiet while someone else is talking
Research states that listening requires that you have at least one of the following intentions in mind
1. To understand someone2. To enjoy someone3. To learn something4. To give help or solace
Steven Covey talks about the intention to understand another human being and the value of accomplishing this first before communicating your own needs or message
Pseudolistening
What does pseudo mean? Why do we pseudolisten?
Don’t feel like it Don’t want to hear what the other person is
saying Never learned how to listen
How do we pseudolisten? Nodding our heads “Mm-hmm”
When you pseudolisten your intention is not to listen but is to meet some other need such as: See page 237
Blocks to Effective Listening
1. Judging2. Mind Reading3. Stereotyping4. Interrupting5. Comparing6. Advising7. Rehearsing8. Stage-Hogging9. Filtering
10. Dueling11. Derailing12. Daydreaming13. Placating14. Hidden Agendas15. Overreacting
The Building Blocks of Effective Listening:
1. Active Listening Active listening is a process of
giving the speaker nonjudgmental responses as a way of checking the accuracy of what you have heard of whether you fully understand the message of the speaker
Ways to Actively listen1. Paraphrasing2. Clarifying3. Feedback that is immediate, honest,
and supportive
The Building Blocks of Effective Listening:
2. Empathic Listening Putting yourself in the shoes of others Listening to the meanings of the words, not just
to the words
3. Listening with Openness Particularly when someone says something you
don’t agree with Adopting an accepting attitude
Group Presentation: Listening with Awareness and Understanding Nonverbal
Behavior