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Why Do You Need this New Edition?, i
Copyright, vi
Preface, xix
Organization of the Text, xx
Acknowledgments, xxi
Part I. An Introduction to Listening, 1
Chapter One. Improving Listening Effectiveness, 3
Outline, 4
Chapter Objectives, 4
The Importance of Listening, 5
The World of Listening, 7
Reasons to Listen, 8
Accomplish Tasks and Build Relationships: The China Affair, 8
Make Wise Decisions: The Selection Process, 11
Appreciate and Enjoy What You Hear: A Second Chance, 12
The Hurier Approach to Listening, 14
Components of the HURIER Model, 14
Personal Listening Filters, 16
Listening Purpose and Context, 16
Applying the HURIER Model, 18
Understand Yourself as a Listener, 19
Listening to Self, 19
Self-Monitoring, 20
Howell’s Dimensions, 21
Constructive Feedback, 22
Rules of Constructive Feedback, 24
Assessing Your Listening Behavior, 24
Summary, 25
Applications, 26
Application 1: Understand the Importance and Benefits of Listening, 26
Application 2: Understand the Components of the HURIER Model, 27
Application 3: Understand Yourself as a Listener, 30
Challenging Assumptions, 32
Your Hurier Listening Profile, 33
References, 35
Chapter Two. Listening Theory and Research, 38
Outline, 39
Chapter Objectives, 39
Theoretical Perspectives, 40
Early Perspectives on Communication, 41
The Relational Perspective, 43
Listening-Centered Communication, 49
What We Know about Listening Behavior, 50
Challenges in Listening Research, 51
Factors that Influence Listening, 52
Research on Listening Assessment, 55
Types of Assessment Instruments, 55
Assessment Concerns, 56
The Hurier Model: A Behavioral Approach, 57
Developing Listening Strategy, 58
Summary, 60
Applications, 61
Application 1: Understand Relational Communication, 61
Application 2: Understand Research in Listening, 63
Application 3: Understand Listening Assessment, 64
Application 4: Recognize How Situation and Purpose Influence Listening Strategy, 65
Challenging Assumptions, 66
References, 66
Part II. Listening: Principles and Applications, 69
Chapter Three. The Process of Hearing, 71
Outline, 72
Chapter Objectives, 72
In the News: Classroom Surfing, 74
The Process of Hearing: Principles, 75
The Mechanics of Hearing, 75
Levels of Hearing, 76
Characteristics of Sound, 77
Auditory Discrimination, 79
Hearing and Attention, 80
Perceptual Readiness, 81
Selective Attention, 81
Learn to Focus Your Attention, 83
The Thought–Speech Differential, 84
Listener Apprehension, 85
Maintain an Appropriate Mental Attitude, 86
Be Physically Prepared to Concentrate, 87
Develop Your Appreciative Listening, 88
Summary, 90
Applications, 90
Application 1: Focus on Your Hearing, 91
Application 2: Identify and Reduce Distractions, 93
Application 3: Adopt an Appropriate Listening Attitude, 95
Application 4: Apply the Vocalized Listening Technique, 96
Application 5: Overcome Listener Apprehension, 97
Application 6: Behave Like a Good Listener, 99
Application 7: Become an Appreciative Listener, 100
Hearing Messages: Short Case, 100
Challenging Assumptions, 101
References, 101
Chapter Four. The Process of Understanding, 103
Outline, 104
Chapter Objectives, 104
In the News: Lynch Tiger?, 106
The Process of Understanding: Principles, 107
Understanding What You Hear, 108
Inner Speech, 110
Semantic Reactions, 111
Comprehension in Two-Way Settings, 112
Sharing and Building Vocabulary, 112
Asking Appropriate Questions, 113
Listen to the Entire Message, 116
Understanding in One-Way Communication Settings, 117
Patterns of Organization, 117
Note-Taking Systems, 119
Using Notes Effectively, 122
Summary, 124
Applications, 124
Application 1: Increase Your Vocabulary, 125
Application 2: Keep in Touch with Your Inner Speech, 126
Application 3: Listen to the Entire Message, 127
Application 4: Ask Relevant Questions, 128
Application 5: Listen to Distinguish Main from Supporting Ideas, 129
Application 6: Use Appropriate Note-Taking Methods, 130
Understanding Messages: Short Case, 133
Challenging Assumptions, 133
References, 133
Chapter Five. The Process of Remembering, 135
Outline, 136
Chapter Objectives, 136
In the News: So Easy to Forget, 138
The Process of Remembering: Principles, 139
Memory Systems, 140
Immediate Memory, 141
Short-Term Memory, 142
Long-Term Memory, 144
Obstacles to Effective Memory, 149
Repression and Distortion, 150
Retroactive Inhibition, 150
Primacy and Recency Effects, 150
Rigid Thinking, 150
Paths to a Better Memory, 151
Eat Right, 151
Increase Creativity, 152
Reduce Stress, 152
Summary, 155
Applications, 155
Application 1: Improve Your Immediate and Short-Term Memory, 156
Application 2: Improve Your Long-Term Memory, 157
Application 3: Reduce Obstacles to Memory, 159
Application 4: Increase Creative Thinking, 160
Application 5: Reduce Stress, 161
Remembering Messages: Short Case, 163
Challenging Assumptions, 164
References, 164
Chapter Six. The Process of Interpreting, 166
Outline, 167
Chapter Objectives, 167
In the News: Will the Real Hillary Please Stand Up?, 169
The Process of Interpreting: Principles, 170
The Nature of Empathy, 171
Types of Empathy, 171
Individual Differences in Empathic Listening, 173
Empathy Requires Reciprocity, 175
Emotional Intelligence, 176
Nonverbal Communication, 178
Basic Considerations in the Interpretation of Nonverbal Cues, 180
Facial Expression, 183
Eye Behavior, 184
Body Movements, Posture, and Gesture, 186
Touch, 187
Appearance, 188
Vocal Cues, 189
Characteristics of Voice, 190
Silence, 192
Verbal and Nonverbal Cues Interrelate, 193
Contradicting, 194
Substituting, 194
Complementing, 194
Relating and Regulating, 195
Becoming an Empathic Listener, 196
Summary, 197
Applications, 198
Application 1: Develop the Cognitive Aspects of Empathy, 198
Application 2: Develop the Perceptive Aspects of Empathy, 201
Application 3: Develop the Behavioral Aspects of Empathy, 201
Application 4: Interpret Your Partner’s Vocal Cues, 206
Application 5: Identify the Ways in Which Verbal and Nonverbal Behaviors Interrelate, 209
Short Cases for Analysis and Discussion, 210
Challenging Assumptions, 211
References, 212
Chapter Seven. The Process of Evaluating, 215
Outline, 216
Chapter Objectives, 216
In the News: Environmental Concerns—Scientific Problem or Moral Issue?, 218
The Process of Evaluating: Principles, 219
Theories of Persuasion, 221
Attitude Change Theory, 221
Consistency Theories, 222
Social Judgment Theories, 223
Prepare Yourself for Critical Listening, 223
There’s Always More to Know, 224
Be Ready to Modify Your Position, 224
Consider Differences as Well as Similarities, 224
Recognize Self-fulfilling Prophecies, 224
Use Indexing to Focus on Individuals Rather Than Categories, 225
Date Your Information and Constantly Reassess the Situation, 225
There’s a Lot of Gray between Black and White, 225
Elements of Persuasion, 226
Evaluate Speaker Credibility, 226
Initial, Derived, and Terminal Credibility, 227
Evaluate Rational Appeals, 228
Distinguish among Facts, Opinions, and Inferences, 228
Types of Evidence and Support, 230
Types of Reasoning, 232
Identify Logical Fallacies, 235
Evaluate Emotional Appeals, 236
Propaganda Devices, 239
Summary, 240
Applications, 241
Application 1: Mentally Prepare Yourself to Listen Objectively, 241
Application 2: Analyze Source Credibility, 244
Application 3: Analyze the Speaker’s Evidence, 245
Application 4: Analyze the Speaker’s Reasoning, 248
Application 5: Analyze the Speaker’s Emotional Appeals, 249
Evaluating Messages: Short Case, 251
Challenging Assumptions, 251
References, 252
Chapter Eight. The Process of Responding, 253
Outline, 254
Chapter Objectives, 254
In the News: Tragedy at Virginia Tech, 256
Responding to Messages: Principles, 257
Developing Your Listening Response, 259
Your Listening Response and Your Personal Style, 259
Response Styles, 260
The Assertive Response, 260
Supportive Responses, 266
Nonverbal Dimensions: Creating Listening Environments, 269
Communication Settings, 269
Space and Communication, 270
Time as a Communication Variable, 272
Summary, 273
Applications, 274
Application 1: Expand Your Comfort Zone, 274
Application 2: Develop Your Assertive Skills, 276
Application 3: Practice Supportive Responses, 277
Application 4: Create Supportive Listening Environments, 280
Challenging Assumptions, 282
References, 282
Part III. Listening: Relationships and Challenges, 283
Chapter Nine. Listening Relationships, 285
Outline, 286
Chapter Objectives, 286
In the News: Senior Scam: Listening to Telemarketers, 287
Listening Relationships, 288
Relationships in the Family, 289
Listening to Your Partner or Spouse, 290
Listening to Children, 292
Listening to the Elderly, 294
Educational Relationships, 296
Listening in the Classroom, 296
Listening to Presentations, 298
Listening to Feedback and Evaluation, 300
Helping Relationships, 301
Listening in the Counseling Interview, 302
Listening to a Friend in Trouble, 303
Listening as a Patient, 305
Organizational Relationships, 306
Listening to Employees, 307
Listening to Supervisors, 311
Listening in Small Groups and Teams, 312
Listening to Rumor, 317
Summary, 318
Applications, 319
Application 1: Listen to Members of Your Family, 319
Application 2: Listen in Educational Relationships and Presentations, 321
Application 3: Listen in Helping Relationships, 322
Application 4: Listen in Organizational Contexts, 325
Listening in Groups: Short Cases, 330
Challenging Assumptions, 330
References, 331
Chapter Ten. Listening Challenges, 334
Outline, 335
Chapter Objectives, 335
In the News: Harvard President Widens Gender Gap, 336
The Challenge of Listening to the Media, 337
Suggestions for Listening to the Media, 339
The Challenge of Listening in High-Technology Environments, 340
Suggestions for Listening in High-Technology Environments, 343
The Challenge of Global Listening, 343
Suggestions for Effective Global Listening, 347
The Challenge of Listening Between Genders, 349
Verbal Differences in Gender Communication, 350
Nonverbal Differences in Gender Communication, 351
Suggestions for Effective Cross-Gender Listening, 352
The Challenge of Ethical Listening, 353
Suggestions for Ethical Listening, 355
Summary, 355
Applications, 356
Application 1: Meet the Challenges of Listening to the Media and Listening in High-Technology Environments, 356
Application 2: Meet the Challenge of Global Listening, 358
Application 3: Meet the Challenge of Listening across Gender, 360
Application 4: Meet the Challenge of Ethical Listening, 362
Challenging Assumptions, 363
References, 363
Name Index, 367
Subject Index, 373

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