Listening

Judi Brownell is a Professor at the Cornell University School of Hotel Administration in the Cornell SC Johnson College of Business. She has created tools to assess employee-organization fit and the communication of service values. Brownell has authored several textbooks, published over 80 articles and serves on several editorial boards.

Preface

New to This Edition

Organization of the Text

Give Your Students Choices

Acknowledgments

PART I An Introduction to Listening

CHAPTER 1

Improving Listening Effectiveness

Outline

Chapter Objectives

The Importance of Listening

The Changing World of Listening

Reasons to Listen

Accomplish Tasks and Build Relationships: The China Affair • Appreciate and Enjoy What You Hear: A Second Chance

The HURIER Approach to Listening

Components of the HURIER Model • Personal Listening Filters • Listening Purpose and Context • Applying the HURIER Model

Understand Yourself as a Listener

Listening to Self • Self-Monitoring • Constructive Feedback • Rules of Constructive Feedback • Assessing Your Listening Behavior

Summary

Applications

Application 1: Understand the Importance and Benefits of Listening • Application 2: Understand the Components of the HURIER Model • Application 3: Understand Yourself as a Listener

Challenging Assumptions

Personal Journal: Improving Listening Effectiveness

Your HURIER Listening Profile

References and Recommended Reading

CHAPTER 2

Listening Theory and Research

Outline

Chapter Objectives

Theoretical Perspectives

Early Perspectives on Communication • The Relational Perspective • Listening-Centered Communication

What We Know About Listening Behavior

Challenges in Listening Research

Factors that Influence Listening

Research on Listening Assessment

Types of Assessment Instruments • Assessment Concerns

The HURIER Model: A Behavioral Approach

Developing Listening Strategy

Summary

Applications

Application 1: Understand Relational Communication • Application 2: Understand Research in Listening • Application 3: Understand Listening Assessment • Application 4: Recognize How Situation and Purpose Influence Listening Strategy

Challenging Assumptions

Personal Journal: Listening Theory and Research

References and Recommended Reading

PART II Listening: Principles and Applications

CHAPTER 3

The Process of Hearing

Outline

Chapter Objectives

Hearing: Situation and Purpose

In the News: Classroom Surfing

The Process of Hearing: Principles

The Mechanics of Hearing • Levels of Hearing • Characteristics of Sound • Auditory Discrimination

Hearing and Attention

Perceptual Readiness • Selective Attention

Learn to Focus Your Attention

The Thought–Speech Differential • Listener Apprehension • Maintain an Appropriate Mental Attitude • Be Physically Prepared to Concentrate • Attention and Mediated Communication

Develop Your Appreciative Listening

Summary

Applications

Application 1: Focus on Your Hearing • Application 2: Identify and Reduce Distractions • Application 3: Adopt an Appropriate Listening Attitude • Application 4: Apply the Vocalized Listening Technique • Application 5: Overcome Listener Apprehension • Application 6: Behave Like a Good Listener • Application 7: Become an Appreciative Listener

Hearing Messages: Short Case

Challenging Assumptions

Personal Journal: The Process of Hearing

References and Recommended Reading

CHAPTER 4

The Process of Understanding

Outline

Chapter Objectives

Understanding: Situation and Purpose

In the News: Why All the Misunderstandings Over Black Lives Matter?

The Process of Understanding: Principles

Understanding What You Hear • Inner Speech • Semantic Reactions

Understanding in Two-Way Settings

Sharing and Building Vocabulary • Asking Appropriate Questions • Listen to the Entire Message

Understanding in One-Way Communication Settings

Patterns of Organization • Note-Taking Systems • Using Notes Effectively

Understanding in Mediated Communication Situations

Summary

Applications

Application 1: Increase Your Vocabulary • Application 2: Keep in Touch with Your Inner Speech • Application 3: Listen to the Entire Message • Application 4: Ask Relevant Questions • Application 5: Listen to Distinguish Main from Supporting Ideas • Application 6: Use Appropriate Note-Taking Methods

Understanding Messages: Short Case

Challenging Assumptions

Personal Journal: The Process of Understanding

References and Recommended Reading

CHAPTER 5

The Process of Remembering

Outline

Chapter Objectives

Remembering: Situation and Purpose

In the News: Remembering the Haiti Earthquake of 2010

The Process of Remembering: Principles

Memory Systems

Immediate Memory • Short-Term Memory • Long-Term Memory

Obstacles to Effective Memory

Repression and Distortion • Retroactive Inhibition • Primacy and Recency Effects • Rigid Thinking • Aging and Memory

Paths to a Better Memory

Eat Right • Increase Creativity • Reduce Stress

Summary

Applications

Application 1: Improve Your Immediate and Short-Term Memory • Application 2: Improve Your Long-Term Memory • Application 3: Reduce Obstacles to Memory • Application 4: Increase Creative Thinking • Application 5: Reduce Stress

Remembering Messages: Short Case

Challenging Assumptions

Personal Journal: The Process of Remembering

References and Recommended Reading

CHAPTER 6

The Process of Interpreting

Outline

Chapter Objectives

Interpreting: Situation and Purpose

In the News: Will the Real Hillary Please Stand Up?

The Process of Interpreting: Principles

The Nature of Empathy

Types of Empathy • Individual Differences in Empathic Listening • Empathy Requires Reciprocity • Emotional Intelligence

Nonverbal Communication

Basic Considerations in the Interpretation of Nonverbal Cues • Facial Expression • Eye Behavior • Body Movements, Posture, and Gesture • Touch • Appearance

Vocal Cues

Characteristics of Voice • Silence

Verbal and Nonverbal Cues Interrelate

Contradicting • Substituting • Complementing • Relating and Regulating

Mediated Communication and Empathic Listening

Becoming an Empathic Listener

Summary

Applications

Application 1: Develop the Cognitive Aspects of Empathy • Application 2: Develop the Perceptive Aspects of Empathy • Application 3: Develop the Behavioral Aspects of Empathy • Application 4: Interpret Your Partner’s Vocal Cues • Application 5: Identify the Ways in Which Verbal and Nonverbal Behaviors Interrelate

Interpreting Messages: Short Cases

Challenging Assumptions

Personal Journal: The Process of Interpreting

References and Recommended Reading

CHAPTER 7

The Process of Evaluating

Outline

Chapter Objectives

Evaluating: Situation and Purpose

In the News: Will the Real Reporter Please Stand Up?

The Process of Evaluating: Principles

Theories of Persuasion

Attitude Change Theory • Consistency Theories • Social Judgment Theories

Prepare Yourself for Critical Listening

There’s Always More to Know • Be Ready to Modify Your Position • Consider Differences as Well as Similarities • Recognize Self-Fulfilling Prophecies • Use Indexing to Focus on Individuals Rather than Categories • Date Your Information and Constantly Reassess the Situation • There’s a Lot of Gray Between Black and White • Obtain Balanced Information and Avoid Selective Perception

Elements of Persuasion

Evaluate Speaker Credibility • Initial, Derived, and Terminal Credibility

Evaluate Rational Appeals

Distinguish Among Facts, Opinions, and Inferences • Types of Evidence and Support • Types of Reasoning • Identify Logical Fallacies

Evaluate Emotional Appeals

Propaganda Devices

Summary

Applications

Application 1: Mentally Prepare Yourself to Listen Objectively • Application 2: Analyze the Speaker’s Credibility • Application 3: Analyze the Speaker’s Evidence • Application 4: Analyze the Speaker’s Reasoning • Application 5: Analyze the Speaker’s Emotional Appeals

Evaluating Messages: Short Case

Challenging Assumptions

Personal Journal: The Process of Evaluating

References and Recommended Reading

CHAPTER 8

The Process of Responding

Outline

Chapter Objectives

Responding: Situation and Purpose

In the News: Whistle Blowing at Wells Fargo

Responding to Messages: Principles

Developing Your Listening Response • Your Listening Response and Your Personal Style

Response Styles

The Assertive Response • Supportive Responses

Nonverbal Dimensions: Creating Listening Environments

Communication Settings • Space and Communication • Time as a Communication Variable • Listening Environment and Online Responses

Summary

Applications

Application 1: Expand Your Comfort Zone • Application 2: Develop Your Assertive Skills • Application 3: Practice Supportive Responses • Application 4: Create Supportive Listening Environments

Responding to Messages: Short Cases

Challenging Assumptions

Personal Journal: The Process of Responding

References and Recommended Reading

PART III Listening: Relationships and Challenges

CHAPTER 9

Listening Relationships

Outline

Chapter Objectives

Listening Relationships

Relationships in the Family

Listening to Your Partner or Spouse • The Skills of Listening to Your Partner

Listening to Children

The Skills of listening to Children • Listening Across Generations • The Skills of Listening Across Generations • The Skills of Listening Through Social Media

Educational Relationships

Listening in the Classroom • The Skills of Listening in the Classroom • Listening to Presentations • The Skills of Listening to Presentations • The Skills of Listening When Being Coached

Helping Relationships

Listening in the Counseling Interview • Listening to a Friend in Trouble • Listening in Health Care • The Skills of Listening in Health Care

Work Relationships

Listening to Employees • The Skills of Listening to Employees • Coaching Your Employees • Listening to Supervisors • The Skills of Listening to Supervisors: Following Directions • Listening in Small Groups and Teams • Listening to Rumor • The Skills of Listening to Rumor

Summary

Applications

Application 1: Listen to Members of Your Family • Application 2: Listen in Educational Relationships and Presentations • Application 3: Listen in Helping Relationships • Application 4: Listen in Organizational Contexts

Challenging Assumptions

Personal Journal: Listening Relationships

References and Recommended Reading

CHAPTER 10

Listening Challenges

Outline

Chapter Objectives

In the News: The Listening Challenges of Cyberbullying

The Challenge of Listening in High-Technology Environments

Suggestions for Listening in High-Technology Environments

The Challenge of Global Listening

Suggestions for Effective Global Listening

The Challenge of Listening Between Genders

Verbal Differences in Gender Communication • Nonverbal Differences in Gender Communication • Suggestions for Effective Cross-Gender Listening

The Challenge of Ethical Listening

Suggestions For Ethical Listening

Summary

Applications

Application 1: Meet the Challenges of Listening in High-Technology Environments • Application 2: Meet the Challenge of Global Listening • Application 3: Meet the Challenge of Listening Across Gender • Application 4: Meet the Challenge of Ethical Listening

Challenging Assumptions

Personal Journal: Listening Challenges

References and Recommended Reading

Name Index

Subject Index