OL 109 > Chapter 5 > Flashcards

Chapter 5 Flashcards

(51 cards)

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1
Q

Define Listening

A

Listening is the process of receiving, interpreting and responding to spoken and non-verbal messages.

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2
Q

Define Mindless listening

A

When we react to others’ messages automatically without mental investment

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3
Q

Define Mindful Listening

A

Give careful and thoughtful attention and responses to the messages we receive.

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4
Q

What are the 4 listening styles?

A
  1. Task-oriented
  2. Relational Listening
  3. Analytical listening
  4. Critical Listening
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5
Q

Define Task-oriented listening

A
  • Concerned with efficiency and accomplishing the current task.
  • Minimizes the emotional issues and concerns that are important to business and personal transactions.
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6
Q

Define Relational Listening

A
  • Concerned with building relationship with others

- Might lose their detachment and ability to objectively assess information

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7
Q

Define Analytical Listening

A
  • Attending to the full message before judging it.
  • Wants to hear all of the details before they form an opinion
  • Can be time-consuming and impractical at some times
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8
Q

Define Critical Listening

A
  • Desire to evaluate the message.
  • COncerned with understanding the message and assessing quality, focusing on accuracy and consistency
  • Helpful when the goal is to investigate a problem, but might frustrate others some times.
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9
Q

What are some challenges with listening?

A
  • Everyone interprets things differently.

Physiological, social roles, backgrounds, interest all distort the data we hear and how we interpret the message.

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10
Q

What are the barriers of Listening?

A
  • Information overload
  • Personal Concerns
  • Rapid thought
  • Noise.
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11
Q

Define Infomation overload

A
  • Because we encounter speech in all aspects of our lives, it’s hard to focus on one of them from long periods of time
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12
Q

Define Personal Concern

A
  • We are concerned with the messages that are most important to us.
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13
Q

Define Rapid Thought

A
  • We think almost four times faster than we speak, and so we can think of other things while listening to someone talk.
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14
Q

Define Noise

A

Our environment can distract us from paying attention

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15
Q

Define Pseudo-Listening

A

Pretending to pay attention (nodding your head, making eye contact) when you aren’t actually retaining any information

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16
Q

Define Stage Hogging

A

expressing your opinions without letting others share theirs

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17
Q

What are some Poor Listening techniques

A
  • Pseudo-Listening
  • Stage Hogging
  • Selective Listening
  • Filling in the gaps
  • Isolated Listening
  • Defensive Listening
  • Ambushing
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18
Q

Define Selective Listening

A

Responding only to the parts of a conversation that you find interesting

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19
Q

Define Filling in the gaps

A

Manufacturing information that wasn’t part of the original message

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20
Q

Define Isolated listening

A

Tuning out topics that you would rather not listen to

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21
Q

Define Defensive Listening

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A

Taking innocent comments as personal attacks

22
Q

Define Ambushing

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A

Collecting information to use against the speaker

23
Q

What are the components of Listening?

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A
  • Hearing
  • Attending
  • Understanding
  • Remembering
  • Responding
24
Q

Define Hearing

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A
  • The physiological aspect of listening where sound waves travel into our ears and are transmitted to the brain
25
Define attending
- Choosing what to focus on and tuning the rest of the information out
26
Define understanding
Attaching meaning to a message.
27
Define Listening fidelity
The amount of agreement between what the listener understands and what the speaker was trying to communicate
28
Define Remembering
the ability to recall information once we've understood it. | - Affected by the number of times you hear it, the amount of information received at once.
29
Define Responding
Giving observable feedback to the speaker: - paraphrasing / asking questions - Eye-contact, nodding head, smiling, leaning forward.
30
What do good listeners do?
- Ask and answer questions - Provide reflective and relevant feedback - Give speaker time and space to express themselves - Respond nonverbally by making eye contact, nodding head and leaning forward
31
Define silent listening
staying attentive and non-verbally responsive-without saying anything but still paying close attention
32
What are the benefits of asking non-directive questions
- To clarify the meaning - Learn about others' thoughts, feelings and wants - Encourage collaboration - Encourage discovery
33
Define sincere questions
questions aimed to understand others
34
Define counterfeit questions
questions disguised as attempts to send a message, not receive one.
35
Define paraphrasing
providing feedback that restates, in our own words, the message you thought the speaker sent
36
Define Empathizing
Responding to show that you identify with the speaker.
37
Define supporting
- Revealing the listener's solidarity with the speaker's situation - agreeing - offering help - praise - reassurance - diversion
38
define Analyzing
Offering an interpretation of the speaker's message. - Helpful when people who are having problems consider the alternative meaning of the problem. - Make sure the person is n the right headspace for this and they have asked for it!
39
Define Evaluating
Appraising the sender's thought and behaviours in some way. | - Make sure you are qualified to judge the person!!!
40
Define Advising
Telling someone what you think they should do about a situation or problem. - Make sure you are qualified to tell them and that they are in the right headspace to do so.
41
What are the types of listening responses?
- Silent Listening - Questioning - Paraphrasing - Empathizing - Supporting - Analyzing - Evaluating - Advising
42
What are the factors to consider when choosing a listening response?
1. Think about the situation 2. Think about the state of the other person (are they open to receiving help) 3. Think about yourself (what response are you best at?)
43
What are the parts of the HURIER model?
- Hearing - Understanding - Interpreting - Evaluating - Responding
44
Define Understand according to the HURIER model of Listening
- Comprehending the meaning of the message. - Not judging or evaluating the meaning yet. - This is where you should ask questions
45
Define Remembering according to the HURIER model of Listening
Bringing information stored in memory to help us process current information and also help predict the future.
46
Define Interpreting according to the HURIER model of Listening
Understanding a message from your perspective and from the speaker's perspective
47
Define Evaluating according to the HURIER model of Listening
- Judging the information based on our biases - Do we agree or disagree - Looking for credibility in the message
48
Define Responding according to the HURIER model of Listening
- Communicating that you are listening | - Choosing an appropriate response to communicate your own thoughts about the message received.
49
What are personal Filters?
filters based on your interests from before the conversation that influences you to focus on that information during the conversation.
50
What are some good listening habits?
- Talk less - Eliminate noise - Identify your filters - Stay on Task - Take Notes - Avoid premature judgement
51
How do you listen actively?
- Paraphrase - ask for clarification - Responding empathetically
OL 109
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