Listening: Processes, Functions, and Competency

Description

Listening explores the process and role of listening in human communication as a cognitive process, as a social function, and as a critical professional competency. While introducing students the theory and research of listening scholarship, Worthington and Fitch-Hauser also help students to build practical skills and achieve the desired outcomes of effective listening. Cover Title Page Copyright Page Brief Contents Table of Contents Preface About the Authors Part I Listening as a Cognitive Process Chapter 1 Introduction and Overview Case Study 1.1 Getting to Know Our Students Introduction Listening Is Fundamental The Importance of Listening Competency Listening Takes Time (Literally) Defining Listening Models of Listening Speech Communication Models Cognitive Models Speech Science Models Current Listening Models Worthington Fitch-Hauser Model of Listening: Listening MATERRS WFH Model Elements Overview of the Text Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Chapter 2 Listening: Types and Competencies Case Study 2.1 Listening Is Hard to Do Types of Listening Listening as a Critical Communication Competency Measuring Listening Listening Fidelity Multidimensional Listening Types of Listening Discriminative Listening Comprehensive Listening Critical Listening Case Study 2.2 Distinguishing Facts from Opinion Appreciative Listening Therapeutic Listening Empathetic Listening Case Study 2.3 A Feeling Touch Levels of Listening Case Study 2.4 Nolvia's Frustration Summary Concepts to Know Discussion Questions Listening Activities Endnotes References Chapter 3 Listening and Information Processing Case Study 3.1 Carter's Dilemma Receiving and Processing Information Schemata and Information Processing Schemata and Attending Schemata and Perceiving Schemata and Memory Schemata and Listening Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Chapter 4 Individual Differences in Listening Processes Case Study 4.1 Different Strokes for Different Folks Why Study Individual Differences? Exploring Personality Traits Personality States versus Traits Personality Type Extraversion or Introversion Sensing or Intuiting Thinking or Feeling Judgment or Perception Listening Style Preference People Listening Action Listening Content Listening Time Listening Empathy Sociability Conversational Sensitivity Emotional Intelligence Communication Apprehension Cognitive Complexity Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Part II Listening as a Social Function Chapter 5 Listening in the Conversational Context Case Study 5.1 Stressed Out Conversations and Interaction Grice's Maxims Defining Conversation Conversations as Cocreations Case Study 5.2 Cocreating Conversation Conversational Variables Individual Differences Accommodation Conversational Context Self-verification Storytelling and Identity Social Support Directive and Nondirective Social Support Case Study 5.3 Listening for Tone Additional Attributes of Social Support Case Study 5.4 A Long Day Identifying Negative Social Support Problem- and Emotion-focused Support Meeting Social Support Needs Conflict Handling Angry People Conflict and Culture Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Chapter 6 Listening and Relationship Building: The Family Context Case Study 6.1 All in the Family Listening in Relationships Why Study Listening in Families? Family Communication Features Family Orientation Schemata Family Talks Confirmation Self-disclosure The Role of Family Stories Establishing Family Schemata and Scripts Parents as Communication Teachers Learning Conversational Rules Learning Problem Solving Learning to Manage Emotions Molding Children's Listening Behaviors Why Parents “Don't Listen” Parent-Child Conflict Sibling Relationships Communicating with Older Adults Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Chapter 7 Listening and Relationship Building: Friends and Romance Case Study 7.1 What Makes a Relationship? Making and Becoming Friends Early Friendships—Early and Middle Childhood Case Study 7.2 Ben's Story Adolescent Friendships Adult Friendships Listening in Intimate Relationships Dating/Initiating Romantic Relationships Developing and Maintaining Romantic Relationships Committed Couples Marital Satisfaction Couples in Conflict Listening Responses to Conflict Communication Patterns Culture and Commitment Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Part III Listening as a Critical Professional Competency Chapter 8 Listening in Context: Education Case Study 8.1 Classroom Listening Introduction Academic Listening Individual Differences in the Learning Experience Relevancy Learning Style Emotional Intelligence Communication and Individual Receiver Apprehension Teaching Goals and Methods Listening and the Educational “Audience” Communicating Interpersonally: Teachers and Students Communicating in the Classroom Listening and Taking Notes Culture and Diversity Gender Socioeconomic Differences Culture and Ethnicity Special Challenges for Nonnative Speakers Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Chapter 9 Listening in Context: Organizations Case Study 9.1 Cultural Differences and Organizational Listening Understanding Organizations Purpose and Mission Organizational Culture Organizational Climate Organizational Social Support Leadership The Listening Organization The Learning (Listening) Organization Organization Structure and Change Listening and Organizational Conflict Case Study 9.2 When Corporate Cultures Collide Employee Relations Customer Satisfaction Failure to Listen Becoming a Listening Organization Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Chapter 10 Listening and Health: Psychological and Physical Realities Case Study 10.1 The Physician's Office The Importance of Health Communication Listening and Psychological Well-Being Listening and Physical Well-Being—Exploring the Patient-Provider Relationship Factors Affecting Patient-Provider Interactions Case Study 10.2 Deena's Story What You Can Do as a Patient Provider Communication and Listening Case Study 10.3 Susan's Story Patient Outcomes: Satisfaction and Compliance What Health-care Providers Can Do Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Chapter 11 Listening in Legal Contexts Case Study 11.1 Shooting at Merc's Department Store Case Study 11.2 To Catch a Vandal Public Safety Officials Law Enforcement Officers Case Study 11.3 Office Invasion Crisis Negotiation Attorney-Client Communication Advice for Attorneys Advice for Clients Listening Challenges of the Jury The Jury as Audience If You Are Called for Jury Duty Courtroom Context Opening Statements Testimony Closing Arguments Case Study 11.4 Silicon Breast Implant Judicial Instructions and Jury Deliberations Alternative Dispute Resolution Types of Disputes Listening and ADR Mediation Case Study 11.5 Kathryn and Indigo's Problem Summary Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Part IV Listening: New Frontiers Chapter 12 Transforming Listening: Future Directions Case Study 12.1 Looking Back, Looking Forward Exploring New Concepts Exploring New Contexts Exploring Listening and Education Concluding Thoughts Concepts to Know Discussion Questions Listening Activities Additional Readings Endnotes References Author Index Subject Index