Lecture Notes
Chapter 3: Listening
Learning Objectives
3.1. Explain the difference between hearing and listening
3.2. Discuss the barriers to listening and how to avoid them
3.3. Describe strategies for developing and sustaining professional excellence using active
listening skills
3.4. Define the six-step process of listening
3.5. Apply the KEYS approach to conduct yourself with professional excellence while
developing your listening skills in the workplace
Chapter Summary
Chapter 3 explains the difference between hearing and listening. It also discusses the barriers to
listening and how to avoid them. It then describes strategies for developing and sustaining
professional excellence using active listening skills. In addition, this chapter defines the six-step
process of listening. Finally, it applies the KEYS approach to professional excellence outlining
how to improve your listening skills in the workplace.
Chapter Outline
I. Hearing and Listening
A. Hearing
1. Hearing is your physical ability to detect sounds.
2. It is the physiological process or function of receiving sounds.
B. Listening
1. Listening requires you to concentrate on the verbal and nonverbal messages
being sent and to determine the meaning of those messages.
2. Listening ability has implications for the effectiveness of productivity,
teamwork, and the overall organization.
3. Good listeners periodically reviews and mentally summarizes the talking points
completed thus far.
4. Admit that listening is difficult.
II. Barriers to Listening
A. Failing to Limit Distractions
1. External noise includes distractions such as audible talking during a meeting,
ruffling of papers, or a cell phone going off.
a. Take steps to control the external noise that might interfere with your
ability to listen to others, as well as their ability to listen to you.
2. Internal noise encompasses any internal condition or state that interferes with
the communicator’s ability to focus on the message.
a. You can minimize some internal noise in others.
b. You must reflect on what is causing your internal noise and address
those factors.
B. Failing to Focus on the Message
1. Messages may contain jargon or technical words used by specialized groups.
2. Message overload occurs when a speaker includes too many details in a
message.
3. Receiver apprehension is misinterpreting, inadequate processing, or not being
able to adjust to messages sent by others.
4. Bias is any assumption we make or attitude we have about the person, issue, or
topic before we have heard all the facts.
C. Failing to Be an Active Listener
1. Three types of listening
a. Informational listening occurs when focusing on content.
b. Critical listening asks you to evaluate the information being sent.
c. Empathetic listening seeks to understand the speaker’s point of view
without judging.
2. Passive listening is simply taking in a message and making sense of the
message without feedback or verification.
3. Active listeners are required to make sense out of the message and then verify
that your sense making is accurate.
a. Paraphrase the message.
b. Use reflection; might listen thoughtfully, consider the content, think
about feelings connected to the message, and put effort into accurately
understanding the message.
c. Use questions as a tool to understand the message.
III. Listening Styles and Categories
A. Four Listening Preferences or Styles
1. People-oriented listeners are interested in demonstrating concern for emotions
and interests, finding common ground, and responding.
2. Action-oriented listeners are interested in direct, concise, error-free
communication used to negotiate and accomplish a goal.
3. Content-oriented listeners are interested in intellectual challenges and
complex information.
4. Time-oriented listeners prefer brief communication that is concise and to the
point.
B. Categories of Listening
1. Conversational listening: speaking role shifts from one person to another with
some degree of frequency
2. Presentational listening takes place in a clear speaker and listening situation.
IV. Improving Your Listening
A. HURIER model
1. Hearing is concentrating on and attending to the message.
2. Understanding is the process of attaching meaning to verbal communication.
3. Remembering includes recalling the message so it can be acted on.
4. Interpreting involves making sense of verbal and nonverbal codes to assign
meaning of the information received and the possible nonverbal and contextual
meanings.
5. Evaluating is the logical assessment of the value of the message.
6. Responding is giving some form of response to the message, verbally or
nonverbally.
V. KEYS to Listening Excellence
A. Know Yourself
B. Evaluate the Professional Context
C. Your Communication Interaction
D. Step Back and Reflect