1
Q
listening
A
- making sense of others spoken words
2
Q
Hearing
A
- the physiological dimension of listening when sound wave strike the ear at a certain frequency and loudness
3
Q
Elements in the listening process
A
- attending
- understanding
- listening fidelity
- responding
- remebering
4
Q
attending
A
- the process of filtering out some messages and focusing on others
5
Q
Understanding
A
- when sense is made of the message
6
Q
Listening fidelity
A
- degree of congruence between what a listener understands and what the sender intended to convey
7
Q
Responding
A
- giving observable feedback to a speaker
8
Q
Remembering
A
- the ability to recall information
- residual message
9
Q
Passive / Informative listening
A
- goal: to comprehend and attain information
- could be a reaction to message automatically without much mental investment
10
Q
Active / Discriminative listening
A
- giving careful and thoughtful attention and responses to messages received
11
Q
Critical listening
A
- entails listening with the goal of analyzing or evaluating a message based on information presented
- listener evaluates the message, accepts, rejects, or decides to withhold judgement and seek more information
12
Q
Silent / Empathetic listening
A
- most challenging form
- occurs when trying to understand or experience what a speaker is thinking or feeling
13
Q
Listening styles
A
- questioning
- paraphrasing
- empathizing
- supporting
- analyzing
- evaluating
- advising
14
Q
Questioning
A
- asking questions to understand a situation
15
Q
Paraphrasing
A
- rephrasing in your own words what the speaker has said
16
Q
Empathizing
A
- putting yourself in the same situation to understand what the speaker means
17
Q
Supporting
A
- showing that you endorse the speaker
18
Q
Analyzing
A
- condisdering possible solutions to what the speaker has said
19
Q
Evaluating
A
- assessing the best course of action
20
Q
Advising
A
- counselling, recommending, and offering information that can help the speaker
21
Q
barriers to listenign
A
- noise (all types )
- lack of cognitive capacity - speech and thought process rate
22
Q
Types of ineffective listening
A
- pseudolistening
- stage-hogging
- selective listening
- insulated listening
- defensive listening
- ambushing
- insensitive listening
- hearing problems
23
Q
how to listen
A
- talk less
- get rid of distractions
- don’t judge prematurely
- look for key ideas
24
Q
prompting
A
- using silence and breif statements of encouragement to draw out a speaker
25
Cold comfort messages
- messages that dont help when you just got dumped
