Chapter 8 Flashcards
(16 cards)
what are the steps in the listening process
- Mindfulness
- Attending
- Hearing
- Selecting and Organizing Info
- Interpreting Communication
- Responding
- Remembering
Being fully present in the moment is _________
mindful
attending (FELOR)
-face the speaker
-eyecontact
-lean forward
-open posture
-relax
______ the messages
hearing
by selecting and organizing the material we _______________________
create meaning
by interpreting communication we ________________
understand both our own and another’s perspectives
what are the skills included in responding?
-paraphrasing
-encouraging
-questioning
-summarizing
-supporting
what are the barriers in effective listening?
-Internal Obstacles
-External Obstacles
what are the internal obstacles to effective listening
-preoccupation
-Prejudgment
-Lack of effort
-Not recognizing diverse listening styles
-Our desire to fix
-unchecked emotions
-Speech rate vs Thought rate
The average person speaks at a rate of how many words per minute?
A) 75
B) 100
C) 175
D) 125
125
Depending on mental ability, a listener can process up to how many words each minute?
A) 100-200
B) 300-500
C) 500-600
D) 600-800
300-500
what are the external obstacles to effective listening
-Message overload
-Message complexity
-noise
what is noise?
Anything that interferes with the transition of a message
(Unwanted signals
Background noise
Psychological noise
Physiological noise)
what are the forms of non-listening?
-Pseudo listening
-Monopolizing
-Selective listening
-Defensive listening
-Ambushing
-Literal listening
what are the non-verbal techniques?
-body language
-eye contact and tone of voice
-proximity to the speaker
-removal of distractions
-non-verbal acknowledgments
what are the verbal techniques?
-minimal encouragement
-open ended questions
-paraphrasing
-reflecting/mirroring
-affirming responses
-effective pauses
