Study your flashcards anywhere!

Download the official Cram app for free >

  • Shuffle
    Toggle On
    Toggle Off
  • Alphabetize
    Toggle On
    Toggle Off
  • Front First
    Toggle On
    Toggle Off
  • Both Sides
    Toggle On
    Toggle Off
  • Read
    Toggle On
    Toggle Off
Reading...
Front

How to study your flashcards.

Right/Left arrow keys: Navigate between flashcards.right arrow keyleft arrow key

Up/Down arrow keys: Flip the card between the front and back.down keyup key

H key: Show hint (3rd side).h key

A key: Read text to speech.a key

image

Play button

image

Play button

image

Progress

1/78

Click to flip

78 Cards in this Set

  • Front
  • Back
Listening is...
process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages
Communication skills important in workplace because...
in order to be promoted, display proper etiquette, and listen attentively
Can communicate power through...
verbal and nonverbal actions as well as through listening
Five stages of listening...
receiving, understanding, remembering, evaluation, and responding
During receiving stage you...
note what is said and also what is omitted
Hearing begins and ends with....
first stage of listening process
Receiving can be effective if...(5 reasons)
focus on speaker’s messages, avoid distractions, stay as the listener, and confront mixed messages
Disclaiming is...
form of feedforward in which you ask listeners to hear you favorably and without bias
Hedging asks...
that the listener separate from the message from the speaker
Credentialing asks...
listener to not disqualify the speaker for saying something that may be taken negatively
Sin licenses asks...
listener permission to deviate in some way from what is considered normal operating procedure
Cognitive disclaimers asks...
speaker as being in full possession of his/her faculties
Appeals for suspension of judgment asks
listener to delay your judgment until listener hears speaker out
Understanding?
grasping both the thoughts that are expressed and the emotional tone that accompanies them
Understanding can be effective if...(3 reasons)
listener relates speaker’s new info to what you already know, see from speaker’s POV, rephrase speaker’s idea
In remembering stage, notetaking is...
considered inappropriate in an interpersonal communication
What you remember...
is not what was actually said but what you think was said
Remembering can be effective if...(3 reasons)
Identify central ideas and major support advanced, summarize message in an easier-to-retain form, repeat names and key concepts to yourself aloud
Evaluating?
judging messages you hear
May try to evaluate...
speaker’s underlying intent or more for as a critical analysis
Sin licenses asks...
listener permission to deviate in some way from what is considered normal operating procedure
Cognitive disclaimers asks...
speaker as being in full possession of his/her faculties
Appeals for suspension of judgment asks
listener to delay your judgment until listener hears speaker out
Understanding?
grasping both the thoughts that are expressed and the emotional tone that accompanies them
Understanding can be effective if...(3 reasons)
listener relates speaker’s new info to what you already know, see from speaker’s POV, rephrase speaker’s idea
In remembering stage, notetaking is...
considered inappropriate in an interpersonal communication
What you remember...
is not what was actually said but what you think was said
Remembering can be effective if...(3 reasons)
Identify central ideas and major support advanced, summarize message in an easier-to-retain form, repeat names and key concepts to yourself aloud
Evaluating?
judging messages you hear
May try to evaluate...
speaker’s underlying intent or more for as a critical analysis
Evaluating can be effective if you...
Resist evaluating until you fully understand speaker’s POV, assume speaker is a person of goodwill and give speaker benefit of an doubt by asking to explain on issues you object to, distinguish facts from interference, opinions, personal interpretations, or biases by speaker
Responding?
responses you makes while speaker is talking and after they have stopped
Back channelling cues are...
messages (cues and gestures) that let speaker know you’re paying attention
Responding can be effective if you...(3 reasons)
Express support for speaker throughout the talk by using varied back channeling cues, express support for speaker in your final response, take ownership of your responses by stating your thoughts and feelings as your own using I-messages
List the 4 listening barriers?
distractions, biases/prejudices, lack of appropriate, and premature judgement
list the 5 styles of effective listening
1) empathic and objective listening
2) nonjudgmental and critical listening
3) surface and depth listening
4) polite and impolite listening
5) active and inactive listening
Empathic and Objective Listening is to...
understand what a person means and what a person is feeling
Two types of true empathy are...
Thinking and Feeling empathy
Thinking empathy...(definition)
expressing an understanding of what the person means
Feeling empathy...(definition)
expressing your ability to feel what the other person is feeling
Must listen with...
objectivity and detachment
To be effective in empathic/objective listening you should...
Punctuate from the speaker’s POV, engage in equal, two way convo, seek to understand both thoughts and feelings (avoid offensive listening and be objective for both friends and foes
Distractions are both...
physical and mental
Physical barriers include...
include hearing impairment, noisy environment, or loud music
Mental barriers include...
thinking off topic or becoming too emotional to think and listen clearly
Biases and prejudices will...(2 reasons)
invariably distort listening (against groups or singles) and distort incoming messages that contradict assumptions,
When you think listener has a prejudice...
ask for a suspension of bias
Lack of appropriate is when you...(3 reasons)
Try not to get detoured from main idea, try to repeat the idea to yourself and see details in relation to main concept, anticipate how or what you are going to say prevents listener from hearing the rest of the message in full
Premature judgment is...(2 reasons)
Most obvious form; assuming you know what the speaker is going to say, common listener reaction is to draw conclusions or judgments on incomplete evidence
Listening is...
situational
what does situational listening mean?
type of listening that is appropriate will vary with the situation, each set of circumstance calling for a different combo of listening styles
Nonjudgmental and Critical Listening is...
Nonjudgmental: listening with an open mind
Critical listening: with a view toward making some kind of evaluation or judgment
Listening with an open mind will...
help you understand the messages better
Listening with a critical mind will...
help you analyze and evaluate the messages
Effective nonjudgmental and critical listening includes...
Avoiding filtering out or oversimplifying difficult or complex messages, recognize your own biases, distorting message through assimilation, recognize and combat the normal tendency to sharpen (highlight, emphasize, embellish)
Assimilation is...
tendency to integrate and adapt what you hear or think to your own biases, prejudices, and expectations
Most messages have more than one level of meaning. What does a level mean?
total of opposite of literal meaning or totally unrelated
To recognize other meanings, you must...
engage in depth listening
Depth meaning means to...
go beyond the surface-level meaning (literal meaning) (ex: meaningful contact
To regulate surface and depth listening, you must...(4)
- focus on both verbal and non messages
- listen content and relational messages
- make mental notes for later
- disregard literal meaning of messages
Politeness can be signaled through...
both speaker and listener
A fews to politely listen is to...
- avoid interrupting
- give supportive listening cues
- show empathy
- eye contact
- positive feedback
Active Listening is...
process of sending back to the speaker what you as the listener think the speaker meant
Active listening also...
stimulates speaker to explore feelings/thoughts
Ways to actively listen...
- paraphrase speaker's meaning
- ask questions
- express understanding of speaker's feelings
Try to avoid (4 things) when actively listening...
ordering, threatening, preaching, and advising messages
Three cultural influences on listening...
language/speech, nonverbal behaviors, and feedback
Examples for language/speech cultural influences...(2)
meanings and accents
Examples for nonverbal behavior cultural influences...(2)
display rules
Gender listening differences...(3)
rapport/report talk, listening cues, and amount/purposed of listening
Preoccupied Listener?
Listens to other things at the same time
Static Listener?
Gives no feedback, remains motionless
Monotonous Feedback Giver?
Seems responsive but the responses never vary
Overly Expressive Listener?
Reacts to just about everything with extreme responses
Reader/writer?
Reads or writes about matters having nothing to do with what the speaker is saying
Eye Avoider?
Looks all around the room and at others but never you
Waiting Listener?
Listens for a cue to take over the speaking turn
Thought-Completing Listener?
Listens a little and then finishes your thought