What is listening and what can it do for you?

Listening is:
taking information from the speakers, other people or ourselves, while remaining nonjudgmental
and empathic.
acknowledging the speakers in a way that invites the communication to continue.
provided thelimited, but encouraging imput to the talker's  response carrying the person's idea one
step forward.

Effective listeners can reap numerous rewards:
Increased sales                                        Improved social ties
Increased customer satisfaction                 Improved family relations
Increased employee satisfaction                Heightened self esteem
Increased productivity                               Increased enjoyment
Expanded informative base                       Enriched lives

Ten Factors  Influencing the Listening Process

Factor #1 Culture
Communication scholars have come to recognize that culture is the primary determinant of all
communication behaviors, including listening, because one's culture essentially serves to define who
one is and how one will communicate through one's perceptual filter.  People must recognize tht what
is considered "effective listening" in one culture may be totally inappropriate in another culture.

Factor #2  Gender
Gender differences in brain development and hemispheric organization can be directly linked to male/
female listening behaviors.  Psychologists suggest that females hear more of a message as how it is.
Males, on the other hand, tend to restructure messages in terms of their own goals and tend to be
less responsive to emotions as a women.

Factor #3 Age
A listener may very well "grow with age" and greater experience and sensitivity so as to achieve
effective listening.  However, a person's sensory mechanisms, particularly hearing, will deteriorate
with age and increase one's difficulty in recieving messages.

Factor #4 Hemispheric Specialization
People will listen differently based on wether they are left or right hemisphere dominated.

Factor #5 Physical and Psychological States
A listener's physical psychological states have a profound influence on the listening.  The greater
physical and psychological condition that affects listeners today is stress.

Factor #6 Attitudes
A positive listening attitude along with appropriate skills, are a critical ingredient of effective listening.
Six of the most essential positive listening skills are interested, responsible, other- oriented, patient,
equal, open-minded.

Factor #7 Self Concept
A person who holds a positive listening self concept probably is willing to listen without fear of losing
self while feeling insecure with the ultimate choice of accepting or rejecting a message.

Factor #8 Reciever Apprehension
The apprehension that a listener may experience can stem from any of a number of sources.  People
often worry about the outcome of communication, and approach listening with a high level of anxiety.

Factor #9 Time
The amount of time that one has available to listen has a profound effect on the person as well.  If the
listener is rushed or unable to devote much time to the process, then the listening may well be short-
circuited.

Factor #10 Listening Preferences
Individuals with a people oriented listening style focus on the emotional and relational aspects of
communication.  Content-oriented listeners deal with complex information.  Action-oriented listeners
prefer clear, efficient information, while time-oriented listeners have a preference for short limited
messages.

Nonverbal Listening Approach
You can use nonverbal behaviors to your advantage so that you can influence the listener positively.
Assume a " leveling posture".  This involves looking straight at the listener, maintaing eye contact
60% of the time, squaring the head and face so you achieve a level headed, open, relaxed body
posture, and a straight forward attitude.
Be vocally attentive.  Use words such as " I see", " gee" etc.  People prefer vocal stroking to
silence.  The overall vocal tone used when expressing  these expletives  or acknowledging words is
extremely important.  Make sure your tone is always positive so the speaker does not get the wrong
idea.
Use positive movement by leaning forward, arching your neck forward, nodding your head in
agreement, and , when appropriate, touching the speaker's arms.
Do not forget to use facial expressions.  Smiling , looking interested, and others have a powerful
effect on the speaker.
Minimize negative nonverbals such as looking down,  leaning back in your chair, and crossing your
arms in front of you.
  Use active , empathetic listening style whenever appropriate to build rapport and trust.

  Tips for Better Listening in Small Group Discussions

Group Leaders should engage in these eight acts:
Listen carefully to the full response of the group members.
Look at each group member as he or she is responding.
Keep the focus of the discussion in mind.
Avoid making decisions too quickly.
Probe for complete answers.
Compare verbal responses with nonverbal behavior and any other evidence within the group.
Take detailed notes.
Withhold a final decision or opinion until the group members are finished speaking.

Group Members should engage in these six acts:
Listen fully to the entire leaders objectives before initiating a response.
Observe the nonverbal cues and behavior of the leader.
Ask for clarification if necessary.
Counter- question if one needs time to think or if one feels trapped.
Take efficient time to ask questions.
Obtain details and take notes if possible.

   People may spend a great deal of time at work in small group discussions at all levels of
an organizaton.  Business meetings, seminars, staff sessions, quality circles, and customer meetings all
require the application of effective listening skills in small groups.
  The small group process applies to communication outside of the workplace as well.  We engage in
small group discussions at the family dinner table, in social organization to which we belong, and even
in more unstructured settings with friends.  Skill in listening when more than one communicator
participates requires special strategies because the communication process becomes so much more
complex  when other communicators are added to te transaction.

Poor listening can be a serious problem in the small group because it:
disrupts the process  and misdirects the flow of thought.
weakens one's inputs because responses are not appropriate.
dampens enthusiasm for others to contribute.
undermines the basic assumption of small group communication- that each person contributes.

Six recommendations for the small group discussion listener:
Remember the characteristics of the poor listener.
Make a firm initial commitment to listen.
Get physically and mentally ready to listen.
Concentrate on the other person as the communicator.
Give the person a full hearing.
Use analytical skills as supplements to , not instead of listening.

Three listening strategies to minimize the effects of conflict in small group discussions:
dampening- hearing out the speaker.
diverting- focusing attention on the message of the content.
digging- communicating empathy and tending to nonverbal messages.

Skills To Improve Your Overall Listening
  Concentrate on listening.
  Practice active listening.
  Avoid distractions.
  Do not make a premature evaluation of the topics or the speaker.
  Reduce your emotional reactions.
  Be aware of cultural and regional differences.
  Avoid personal identification and defensiveness.
  Focus on major ideas rather than getting caught in the details.
 
   A good listener is appreciated by friends, family, and business associates.  Good listeners make good friends; the best salesman are the best listeners; so are effective managers.  People love a good listener, a receptive audience.  Through your listening efforts you gain more than respect.  You also gain insight into other people.  You can learn about the world and about yourself. 
    To be a good listener, you must decide to listen. 
 

For additional information:
 Listening
 Main Page--Communication within Groups and Teams
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