SPPT Chapter 14 - Chapter14 Listeningand NonverbalMessages...

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Chapter 14 Listening and  Nonverbal Messages
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Learning Objective 1 Distinguish between hearing and  listening.
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Hearing and Listening Hearing is a physiological process  and a passive activity. Listening is a mental process and  involves understanding and  retaining the message.
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Learning Objective 2 Describe the five elements of the  listening process.
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Elements of the Listening Process Hearing Filtering Interpreting Responding Remembering
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Learning Objective 3 List the guidelines for effective  listening.
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Guidelines for Effective  Listening Concentrate on the message. Determine the purpose of the  message. Keep an open mind. Provide feedback. Minimize note taking. Analyze the total message. Do not talk or interrupt.
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Learning Objective 4 Describe barriers to effective  listening.
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Barriers to Effective Listening Physical distractions Mental distractions
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