listening
process of selecting, attending to, creating meaning from, remembering, and responding to verbal and nonverbal messages
hearing
physiological process of decoding sounds
selecting
process of choosing one sound while sorting through various sounds competing for your attention
attending
process of focusing on a particular sound or message
understanding
process of assigning meaning to sounds
remembering
process of recalling information
responding
process of confirming your understanding of a message
listening style
preferred way of making sense out of spoken messages
relational listeners
those who prefer to focus on the emotions and feelings communicated verbally and non-verbally by others
analytical listeners
those who withhold judgment, listen to all sides of an issue, and wait until they hear the facts before reaching a conclusion
critical listeners
those who prefer to listen for the facts and evidence to support key ideas and an underlying logic; they also listen for errors, inconsistencies, and discrepancies
second-guessing
questioning the ideas and assumptions underlying a message; assessing whether the message is true or false
task-oriented listeners
those who look a the overall structure of the message to see what action needs to be taken; they also like efficient, clear, and briefer messages
conversational narcissism
a focus on personal agendas and self-absorption rather than on the needs and ideas of others
selective listening
letting pre-formed biases, prejudices, expectations, and stereotypes cause us to hear what we want to hear, instead of listening to what a speaker actually said
emotional noise
form of communication interference caused by emotional arousal
ambush listener
person who is overly critical and judgmental when listening to others
listener apprehension
the fear of misunderstanding, misinterpreting, or being unable to adjust to the spoken messages of others
meta-message
a message about a message; the message a person is expressing via nonverbal means about the message articulated with words
empathy
emotional reaction that is similar to the reaction being experienced by another person; or walking in someone else's shoes
social decentering
cognitive process in which we take into account another person's thoughts, feelings, values, background, and perspective
compassionate listening
nonjudgmental, non-defensive, empathetic listening to confirm the worth of another person
active listening
the process of being physically and mentally engaged in the listening process and letting the listener know that you are engaged
sympathy
acknowledgement of someone else's feelings
emotional intelligence
the ability to be aware of understand and mange ones own emotions, and those of other people
critical listening
person who is overly critical and judgmental when listening to others
information triage
process of evaluating information to sort good information from less useful or less valid information
fact
something that has been directly observed to be true and thus has been proven to be true
inference
conclusion based on speculation
paraphrase
verbal summary of the key ideas of your partner's message that helps you check the accuracy of your understanding
communication accommodation theory
theory that all people adapt their behavior to others to some extent
confirming response
statement that causes another person to value himself or herself more
disconcerting response
statement that causes another person to value himself or herself less
direct acknowledgement
a type of confirming response where you acknowledge not only the statement , but also the person making it
agreement about judgments
a type of confirming response when you confirm a person's evaluation of something
supportive response
a type of confirming response expressing reassurance and understanding while confirming a person's right to his or her feelings
clarifying response
a type of confirming response where you seek greater understanding of another person's message
expression of positive feeling
a type of confirming response where you share in someone else's joy and excitement
compliment
a type of confirming response that builds up another person's sense of worth
impervious response
a type of disconfirming response which fails to acknowledge a person who is communicating with you despite hearing them
interrupting response
a type of disconfirming response that implies that you and what you have to say is more important than others
irrelevant response
a type of disconfirming response that has nothing to do at all with what your saying
tangential response
a type of disconfirming response with a minimal amount of attention concerning the subject at hand
impersonal response
a type of disconfirming response that trivializes others use of third person distancing and intellectualizing
incoherent response
a type of disconfirming response where communicator mumbles, rambles, or makes some unintelligible effort to respond
incongruous response
When a verbal message and body language are inconsitant to one another.