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2: ACCESS LISTENING
Effective listening occurs when the message sent by the speaker is the same
message decoded by the listener. This is important because it creates a
sense of support, encourages an honest expression of ideas and concerns,
and fosters creativity. Listening involves much more than just hearing sound.
Hearing is a sensory experience that gathers sound waves generally
meaning we can hear something without choosing to listen. Whereas
listening is a voluntary activity that includes interpreting or processing that
sound. Active listening involves listening with empathy and paraphrasing.
When you listen empathically you dont just hear words, you relate to
thoughts, beliefs, and feelings.
Five levels of listening:
1. Ignoring
The lowest level is called ignoring, or not
listening at all. If you are distracted, the talker
can get the impression that you are ignoring
them.
2. Pretend Listening
Pretend listening is most easily explained when
face-to-face, when talking to the other person
one says uh huh, sounding distracted.
3. Selective Listening
During selective listening we pay attention to the speaker as long as they
are talking about things we like or agree with. If they move on to other
things we slip down to pretend listening or ignore them altogether.
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4. Attentive Listening
Attentive listening occurs when we carefully listen to the other person, but
while they are speaking we are deciding whether we agree or disagree,
determining whether they are right or wrong. Instead of paying close
attention to the other person, were formulating our response to what he
or she is saying.
5. Empathic Listening also known as empathetic listening is the top level
of listening. You must teach yourself to treat every call as though this is
the first time youve ever heard this problem, even though you may have
heard it many times before. Discipline yourself to see it through the eyes
of the user. Empathic listening is the highest level of listening, and the
hardest to accomplish.
Worries
TV or PC
Fatigue
Phone
Ringing Desire to Talk
Others Talking Personal
Bias
Texting
2.
3.
4.
Listen for language level and then adjust your speaking (speed,
vocabulary, grammar accordingly.)To assess language level, start with
simple, yes/no questions and build in complexity
External barriers
Noise and other distractions
Unpleasant environment
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