Includes information from Guffey Ch 3
The “Cool Hand Luke” Theory of Project
of the barriers to effective listening is a
particular challenge for you?
Which of the techniques listed to improve listening
skills do you think will help you with this challenge?
Misconceptions About Listening
1. Listening is an automatic reflex.
Fact: Listening is a conscious, selective process;
hearing is an involuntary act.
2. Competence in listening develops naturally.
Fact: Untrained people listen at only 25% efficiency
(most practice merely reinforces bad habits).
3. Speakers are able to command listening.
Fact: Speakers cannot make a person really listen.
4. Speakers are totally responsible for communication
Fact: Communication is a two-way street.
Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management
Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
Listening by Type (Type Reporter Sept 2007)
Old listening to-do list:
Think about what you're going to
New listening to-do list:
Think about what they're saying
Think your own thoughts while they •
Ask yourself if you fully understand
what they're telling you
Get distracted by connections to
Stay connected to their words
Get distracted by sights and
Look at them and look interested
Tell them your personal experiences
with being treated that way
Let them know you understand their
Let them know you need to be
Let them know you understand that
they have a problem
Argue with the way they treat
people or keep your mouth shut for
the sake of peace
Try to talk them out of their feelings
Resent not being listened to
Try to solve their problem
Non Verbal Communicaton
Give an example of when a verbal and
nonverbal message disagreed, which
message did you consider to be more
Body language conveys:
1. How much you like someone
2. How interested you are in their views
3. Relative perceived status
93% of communication is non-verbal
Visual (body language)
Tactile (use of touch)
Use of time, space, image
Invading space, office set-up
Clothing, physical appearance
Impact of cultural differences in non-verbal communication:
Role of Non-Verbal
Video: Silent Meeting
Written Non-Verbal Messages
Method of delivery
Kind of stationary