LISTENING

Lesson # CW9Z61

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 COMMUNICATION
 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.
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YOU NEED TO
KNOW THIS
ABOUT
LISTENING...

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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.
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 MEMORIES ARE SHORT

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

25% more with the passage of time.

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

Speaking--30%
Reading--
15%

Listening--45%
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 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.
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 THE COMMUNICATION
MISMATCH

Speaking/
Writing Listening Reading Thinking

15-25 145-160 250 1,000

wpm wpm wpm wpm

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 TION SEL
TU A F-IM
S I A GE
AT
TIT

NS
UD
ES

T IO
TA
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C
TIV

PE
ES

EX
NS
T I O KN
T EN OW
IN LE
E D GE
H
O FT ENV
E
G ER IRON
A MEN
IM EAK EXPE T
SP R IENC
ES 10
TECHNICAL ERRORS MADE
WHILE LISTENING

OMISSIONS

ADDITIONS

DISTORTIONS

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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. 13

 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.
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 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. 16

 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
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