Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Group 5
Outline
I.
What is listening ?
I/What is listening ?
Presenter : M.Sang
People sometimes make the mistake of thinking listening and hearing are the same thing, but theyre not. Hearing is a physiological process, whereas listening is a cognitive process.
If you HEAR something it is because you have ears and are not deaf.
If you LISTEN TO something then you are paying particular attention to what you can hear.
Listening is the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages (Brownell, 2002, p. 48).
E.g :
- Listen or listen to cannot be replaced by hear: She does all the talking - I just sit and listen.
Listening is important for effective communication because 50 percent or more of the time we spend communicating is spent listening .
When we try to listen carefully, most of us remember only about 50 percent of what we hear shortly after hearing it and only about 20 percent two days later.
Listening is one of the most important skills needed in the corporate environment.
II/Type of listening :
In order to be an effective listener in different situations, you must rst consider your purpose for listening. Scholars have identied ve types of listening based on \ve different purposes :
Discriminative Listening
Presenter : Hu Lc
Discriminative listening concerns the basic function of hearing sound and distinguishing between different sounds.
In human communication, this includes picking up on shifts in a speaker's voice such as speed, emphasis, and pitch. This listening skill allows the listener to recognize nuances in the speaker's message such as pleased or anger.
Discriminative listening is especially important for sales and customer services representatives because it allows the listener to hear any underlying tones or emotions.
Employees utilizing this form of listening can discern whether a customer leaves the business happy or upset; therefore, using discriminative listening can save sales and increase revenues for upselling techniques.
Discriminative thinking also focuses on reading body language. Business employees should be able to determine if a customer's body language matches his language to discern any inconsistencies.
Comprehensive Listening
Presenter: Minh Dang
What?
In comprehensive listening situation, our goal is to understand the speakers message as well as learn, remember, be able to recall what has been said.
In communication, some words are more important and some less so, and comprehension often benefits from extraction of key facts and items from a long talk.
Also known as: content listening, informative listening and full listening.
How?
Have to know the words and also all rules of grammar and syntax understand what others are saying
Also have to know visual components of communication, and an understanding of body language understand what the messages really mean
Pay close attention to all the information the words spoken, the tone of the voice, the body language and the situation in which the conversation is taking place.
Eg:
Listening comprehensively to professor lecturing about key concepts Speakers at training seminars Broadcast news reports that provide timely information about traffic conditions
respond autobiographically
Empathic Listening
Outline
Empathic Listening The Benefits of Empathic Listening The Process of Empathic Listening
Empathic Listening
A way of listening and responding to another person that improves mutual understanding and trust.
Empathic Listening
It is an essential skill for third parties and disputants alike, as it enables the listener to receive and accurately interpret the speaker's message, and then provide an appropriate response.
It is also called active listening or reflective listening.
2. Do not speak when the other person is in the middle of communicating their issue.
3. Offer a summary of what you have heard to the speaker, when they are done talking.
I hear that you said you feel upset about....
Summary
Empathic Listening The Benefits of Empathic Listening The Process of Empathic Listening
CRITICAL LISTENING
Critical listening requires careful observation, judgment, and trustworthiness of the speaker. E.g: persuasive communications includes politicians, news, salespeople, etc.
WISE OLD OWL A wise old owl lived in an oak The more he saw the less he spoke The less he spoke the more he heard. Why cant we all be like that wise old bird?