Listening (2^nd Ed.)
Processes, Functions, and Competency

Listening: Processes, Functions, and Competency, Second Edition explores the role of listening as an essential element in human communication. The book addresses listening as a cognitive process, as a social function, and as a critical professional competency. Blending theory with practical application, Listening builds knowledge, insight, and skill to help the reader achieve the desired outcome of effective listening. This second edition introduces listening as a goal-directed activity and has been expanded to include a new chapter addressing listening in mediated contexts. Theory and research throughout the text have been updated, and the final chapter covers new research methodologies and contexts, including fMRI, aural architecture, and music.

Acknowledgements

Preface

PART I. LISTENING AS A COGNITIVE PROCESS

Chapter 1: Introduction & 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

The Listening MATERRS Model

Worthington Fitch-Hauser Model of Listening: Listening MATERRS

Mental Stimulus

Awareness

Translation

Evaluation

Recall

Responding

Staying Connected (and Motivated)

Overview of the Text

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Chapter 2: Listening: Types and Competencies

Case Study 2.1: Listening Is Hard to Do

Listening as a Critical Communication Competency

Listening Competency

Types of Listening

Discriminative Listening

Comprehensive Listening

Critical Listening

Case Study 2.2: Distinguishing Facts from Opinion

Appreciative Listening

Therapeutic Listening

Empathtic Listening

Case Study 2.3: A Feeling Touch

Levels of Listening

Case Study 2.4: Nolvia’s Frustration

Summary

Key Concepts

Discussion Questions

Listening Activities

Chapter 3: Listening & Information Processing

Case Study 3.1: Carter’s Dilemma

Receiving and Processing Information

Schemas and Information Processing

Schemas and Attending

Schemas and Perceiving

Schemas and Memory

Schema and Listening

Summary

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Chapter 4: Individual Differences in Learning Processes

Case Study 4.1: Troubles

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 Styles as Habitual Listening

Listening Styles Profile Revised (LSP-R)32

Listening Styles as a Situational Demand

Empathy

Active-empathetic Listening

Sociability

Conversational Sensitivity

Emotional Intelligence

Communication Apprehension

Cognitive Complexity

Summary

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Chapter 5: Listening in a Mediated World

Case Study 5.1: What do you mean I’m not listening to you?

Noise Sensitivity

Mediated Social Interactions

Mobile Devices

Case Study 5.2: How to succeed in business?

Media Supported Multitasking

The Multitasking Brain

The Downsides to Switch-tasking

Why do we switch-task?

The Exceptions

Strategies to Reduce Switch-tasking

Computers, Television & Music

Computer Mediated Communication

Case Study 5.3: The Interview

Television

Music

Listening, Learning, and Technology

Summary

Key Concepts

Discussion Questions

Listening Activities

PART II. LISTENING AS A SOCIAL FUNCTION

Chapter 6: Listening in the Conversational Context

Case Study 6.1: Stressed Out

Conversations and Interaction

Grice’s Maxims

Defining Conversation

Conversation as Cocreations

Case Study 6.2: Cocreating Conversation

Conversational Variables

Individual Differences

Accommodation

Conversational Context

Self-verification

Storytelling and Identity

Social Support

Directive and Nondirective Social Support

Case Study 6.3: Listening for Tone

Additional Attributes of Social Support

Case Study 6.4: A Long Day

Identifying Negative Social Support

Problem and Emotion-focused Support

Meeting Social Support Needs

Conflict

Handling Angry People

Conflict and Culture

Summary

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Chapter 7: Listening and Relationship Building: The Family Context

Case Study 7.1: All in the Family

Listening in Relationships

Why Study Listening in Families?

Family Communication Features

Family Orientation Schemas

Family Talks

Confirmation

Self-disclosure

The Role of Family Stories

Establishing Family Schemas and Scripts

Parents as Communication Teachers

Learning Conversational Rules

Learning Social Support

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

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Chapter 8: Listening and Relationship Building: Friends and Romance

Case Study 8.1: What Makes a Relationship?

Making and Becoming Friends

Early Friendships—Early and Middle Childhood

Case Study 8.2: Ben’s Story

Adolescent Friendships

Adult Friendships

Friendships and Mediated Communication

Building 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

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

PART III. LISTENING AS A CRITICAL PROFESSIONAL COMPETENCY

Chapter 9: Listening in Context: Education

Case Study 9.1: 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

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Chapter 10: Listening in Context: Organizations

Case Study 10.1: 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 10.2: When Corporate Cultures Collide

Employee Relations

Customer Satisfaction

Failure to Listen

Becoming a Listening Organization

Summary

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Chapter 11: Listening and Health: Psychological and Physical Realities

Case Study 11.1: The Physician’s Office

The Importance of Health Communication

Listening and Psychological Well-being

Elements of Reflective Listening

Listening and Physical Well-being

Factors Affecting Patient-Provider Interactions

Nature of the Visit

Patient Sex

Case Study 11.2: Deena’s Story

Impact of Culture

Age

Case Study 11.3: Helping Nana

What You Can Do as a Patient

Enhancing Communication

Provider Communication and Listening

Case Study 11.4: NaMii’s Story

Factors Influencing Providers

Patient Outcomes: Satisfaction and Compliance

Tips for Health Workers & Volunteers

Summary

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Chapter 12: Listening in Legal Contexts

Case Study 12.1: Shooting at Merc’s Department Store

Case Study 12.2: To Catch a Vandal

Public Safety Officials

Law Enforcement Officers

Case Study 12.3: Office Invasion

Crisis Negotiation

Attorney-Client Communication

Advice for Attorneys

Advice for Clients

Listening Challenges of the Jury

The Jury as Audience

Listening and Voir Dire

Courtroom Context

Opening Statements

Testimony

Case Study 12.4: Silicon Breast Implant

Closing Arguments

Jury Deliberations

Alternative Dispute Resolution

Types of Disputes

Listening and ADR

Mediation

Case Study 12.5: Kathryn & Indigo’s Problem

Summary

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

PART IV. LISTENING: NEW FRONTIERS

Chapter 13: Transforming Listening: Future Directions

Case Study 13.1: Looking Back. Looking Forward.

Functional Magnetic Resonance Imaging

The Musical Brain

Effects of Listening to Music

Aural Architecture (and more)

Listening and Technology

Exploring Listening and Conversations

Exploring Listening and Education

Concluding Thoughts

Is it Listening?

Summary

Key Concepts

Discussion Questions

Listening Activities

Additional Readings

Debra L. Worthington, Professor of Communication at Auburn University, is a past president of the International Listening Association. Reflecting her interest in listening research, she is the co-editor of The Sourcebook of Listening Research: Methodology &Measures (2017). Other research has examined factors affecting listening processes, including listening style and mobile technology.

Margaret Fitch-Hauser, Associate Professor Emeritus of Communication at Auburn University, is a past editor of the International Journal of Listening (Taylor & Francis). Her research has explored listening fidelity, information distortion, and the effect of schemata on the listening process. She has authored a textbook on business writing, multiple book chapters, cases studies and numerous scholastic papers.