7.5: Chapter Wrap-Up

We spend most of our lives engaged in talking and listening behavior. As such, understanding the functions of talking and listening in interpersonal communication is very important. In this chapter, we started by discussing the importance of everyday conversations. We next discussed a specific type of talk: disclosing information about ourselves (self-disclosure). We then switched gears and focused on the listening component. Overall, talking and listening are extremely important to interpersonal communication, so understanding how they function can help improve our communication skills.

End of Chapter

Key Terms

• Analyzing
• Appreciative Listening
• Communication Motives
• Communication Needs
• Comprehension Listening
• Conversations
• Emotional Blackmail
• Empathic Listening
• Empathizing
• Evaluative Listening
• Hearing
• Johari Window
• Listening
• Paraphrase
• Self-Disclosure
• Silent Listening
• Social Penetration Theory

Real World Case Study

Mictrotela is the new leader in telecommunications. However, many customers are having problems with their new cell phones. They have tried calling customer service to solve their problems. However, many of the customers get frustrated and wind up terminating their cell phone contracts. Mictrotela does some research and discovers that many of their customer service representatives do not know how to listen effectively. Many of the customers who call the company have complained that no one is listening to their problems.

1. If you were hired as a consultant for this business, how would you fix this problem?
2. How can you teach customer service representatives better listening skills?
3. What are some strategies to help customers feel like they are being listened to?

End of Chapter Quiz

1. Kara couldn’t wait to talk to her best friend Jose. She’s had a truly horrible, no good, very bad day. As soon as Jose enters her apartment, she just starts venting. What type of conversation is Kara having with Jose?
   a. discourse
   b. debate
   c. dialogue
   d. deviant
   e. diatribe
2. Cory doesn’t know if he is a good cook because he has never been in a kitchen. His friends don’t even know if Cory has a kitchen in his house. Which window pane of Johari’s window does this represent?
   a. open
   b. blind
   c. hidden
   d. unknown
   e. closed
3. All of the following are types of listening except:
   a. silent listening
   b. questioning
   c. empathizing
   d. imagining
   e. advising
4. In this chapter, we discuss all of the following types of listening except:
   a. comprehension
   b. evaluative
   c. empathetic
   d. appreciative
   e. interpretive
5. Meno’s girlfriend has been seen with other male friends. His friends try and tell him that she is cheating on him, but he refuses to believe what they say. Even when they have pictures and proof, he doesn’t listen to their words. He is displaying:
   a. interrupting
   b. daydreaming
   c. pseudo-listening
   d. emotional listening
   e. insulated listening

References

1 Apps, J. (2014). The art of conversation: Change your life with confident communication. Capstone; pg. 12.

2 Miller, S. (2006). Conversation: A history of a declining art. Yale University Press.

3 Allen, D. E., & Guy, R. F. (1974). Conversation analysis: The sociology of talk. Mouton; pg. 11.

4 Brennan, S. E. (2013). Conversation and dialogue. In H. Pashler (Ed.). Encyclopedia of the mind (pp. 202- 205). Sage; pg. 202.

5 Turkle, S. (2012, April). Alone together. Ted Talks, 8. www.ted.com/talks/sherry_turkle_alone_ together/transcript

6 Ibid.

7 Duck, S. (2007). Understanding Relationships. Guilford, Press.

8 Angle, D. W. (2016, December 28). The four types of conversations: Debate, dialogue, discourse, and diatribe. The Opportune Conflict. https://tinyurl.com/yd9x3xfr

9 Ibid., para. 5

10 Ibid., para. 7

11 Berger, C.R. & Calabrese, R.J. (1975). Some explorations in initial interaction and beyond: Toward a developmental theory of interpersonal communication. Human Communication Research, 1, 99-112.

12 Sprecher, S., Treger, S., Wondra, J. D., Hilaire, N., & Wallpe, K. (2013). Taking turns: Reciprocal self-disclosure promotes liking in initial interactions. Journal of Experimental Social Psychology, 49(5), 860–866. https:// doi.org/10.1016/j.jesp.2013.03.017

13 Jourard, S. (1971). The transparent self. Van Nostrand.

14 Ignatius, E., & Kokkonen, M. (2007). Factors contributing to verbal self-disclosure. Nordic Psychology, 59(4), 362–391. https://doi.org/10.1027/1901-2276.59.4.362

15 Ibid.

16 Collins, N. L., & Miller, L. C. (1994). Self-disclosure and liking: A meta-analytic review. Psychological Bulletin, 116(3), 457–475. https://doi.org/10.1037/0033-2909.116.3.457

17 Burgoon, J. K., & Jones, S. B. (1976). Toward a theory of personal space expectations and their violations. Human Communication Research, 2(2), 131-146. doi.org/10.1111/j.1468-2958.1976.tb00706.x

18 Burgoon, J. K., & Hale, J. L. (1988). Nonverbal expectancy violations: Model elaboration and application to immediacy behaviors. Communication Monographs, 55(1), 58-79. https://doi.org/10.1080/03637758809376158

19 Bachman, G. F., & Guerrero, L. K. (2006). Relational quality and communicative responses following hurtful events in dating relationships: An expectancy violations analysis. Journal of Social and Personal Relationships, 23(6), 943–963. https://doi.org/10.1177/0265407506070476

20 Frisby, B. N., & Sidelinger, R. K. (2013). Violating student expectations: Student disclosures and student reactions in the college classroom. Communication Studies, 64(3), 241-258. doi.org/10.1080/10510974.201 2.755636

21 Giles, H., Coupland, N., & Coupland, J. (1991). Accommodation theory: Communication context and consequence. In H. Giles, J. Coupland & N. Coupland (Eds.), Contexts of accommodation: Developments in applied sociolinguistics (pp. 1-68). Cambridge University Press.

22 Ignatius, E., & Kokkonen, M. (2007). Factors contributing to verbal self-disclosure. Nordic Psychology, 59(4), 362–391. https://doi.org/10.1027/1901-2276.59.4.362; pg. 367.

23 Gardner, W. L., & Martinko, M. J. (1988). Impression management: An observational study linking audience characteristics with verbal self-presentations. Academy of Management Journal, 31(1), 42–65. doi. org/10.2307/256497

24 Schlenker, B. R. (1980). Impression management: The self-concept, social identity and interpersonal relations. Brooks Cole.

25 Ignatius, E., & Kokkonen, M. (2007). Factors contributing to verbal self-disclosure. Nordic Psychology,59(4), 362–391. https://doi.org/10.1027/1901-2276.59.4.362

26 Schlenker, B. R. (1980). Impression management: The self-concept, social identity and interpersonal relations. Brooks Cole; pg. 136.

27 Gardner, W. L., & Martinko, M. J. (1988). Impression management: An observational study linking audience characteristics with verbal self-presentations. Academy of Management Journal, 31(1), 42–65. doi. org/10.2307/256497; pg. 43.

28 Schlenker, B. R. (1980). Impression management: The self-concept, social identity and interpersonal relations. Brooks Cole; pg. 154.

29 Ibid.; pg. 163.

30 Gardner, W. L., & Martinko, M. J. (1988). Impression management: An observational study linking audience characteristics with verbal self-presentations. Academy of Management Journal, 31(1), 42–65. doi. org/10.2307/256497; pg. 44.

31 Ibid.; pg. 44.

32 Altman, I., & Taylor, D. A. (1973). Social Penetration: the development of interpersonal relationships. Holt, Rinehard, & Winston, Inc.

33 Duck, S. W. (2006). The play, playfulness, and the players: Everyday interaction as improvised rehearsal of relationships. Composing relationships: Communication in everyday life. Wadsworth, pgs. 15-23.

34 Griffin, E. (2012).A first look at communication theory (8th ed.) McGraw Hill.

35 Luft, J., & Ingham, H. (1955). The Johari window, a graphic model of interpersonal awareness. In Proceedings of the Western Training Laboratory in Group Development. University of California-Los Angeles..

36 Hayes, J. (1991). Interpersonal skills: Goal-directed behaviour at work. Routledge.

37 Wrench, J. S., Goding, A., Johnson, D. I., & Attias, B. A. (2017). Stand up, speak out: The practice and ethics of public speaking (version 2.0). Flat World Knowledge, pg. 50.

38 Ibid.; pg. 61.

39 Brownell, J. (1985). A model for listening instruction: Management applications. The Bulletin of the Association for Business Communication, 48(3), 39-44. https://doi.org/10.1177/108056998504800312

40 Ibid., pg. 43.

41 Siegel, D. J. (2007). Mindfulness training and neural integration: Differentiation of distinct streams of awareness and the cultivation of well-being. Social Cognitive and Affective Neuroscience, 2(4), 259–263. dx.doi. org/10.1093/scan/nsm034

42 Wolvin, A. D., & Coakley, C.G. (1979). Listening instruction. ERIC.

43 Wolvin, A. D. (2010). Listening engagement: Intersecting theoretical perspectives. In A. D. Wolvin (Ed.)., Listening and human communication in the 21st Century (pp. 7-30). Wiley-Blackwell; pg. 20.

44 Watson, K. W., Barker, L. L., & Weaver, J. B., III. (1995). The listening styles profile (LSP-16): Development and validation of an instrument to assess four listening styles. International Journal of Listening, 9, 1–13; pg. 2.

45 Watson, K. W., Barker, L. L., & Weaver, J. B., III. (1992, March). Development and validation of the Listener Preference Profile. Paper presented at the International Listening Association in Seattle, WA.

46 Bodie, G., & Worthington, D. (2010). Revisiting the Listening Styles Profile (LSP-16): A confirmatory factor analytic approach to scale validation and reliability estimation. International Journal of Listening, 24(2), 69–88. https://doi.org/10.1080/10904011003744516; pg. 71.

47 Ibid.; pg. 71.

48 Grant, K. (n.d.). Being aware of listening styles used in communication reduces your stress levels. https:// www.kingsleygrant.com/knowing-listening-styles-reduces-stress/

49 Bodie, G. D., Worthington, D. L., & Gearhart, C. C. (2013). The Listening Styles Profile-Revised (LSP-R): A scale revision and evidence for validity. Communication Quarterly, 61(1), 72–90. doi.org/10.1080/01463 373.2012.720343; pg. 73.

50 Mallard, K. S. (1999). Lending an ear: The chair’s role as listener. The Department Chair, 9(3), 1-13.

51 Smookler, E. (2017, March 15). How to practice mindful listening: Giving someone your full attention in conversation isn’t easy, but it is a skill we can practice and hone. Mindful. https://www.mindful.org/how-to-pract...ful-listening/; para. 8.

52 Adler, R., Rosenfeld, L. B., & Proctor II, R. F. (2013). Interplay: The process of Interpersonal Communication. Oxford.

53 Ibid.

54 Ibid.

55 Ibid.

56 Giles, H., Coupland, N., & Weimann, J. M. (1992). “Talk is cheap…” but “my word is my bond”: Beliefs about talk. In K. Bolton & H. Kwok (Eds.), Sociolinguistics today: International perspectives (pp. 218-243). Routledge & Kegan Paul.

End of Chapter Quiz Answer Key

1. E
2. D
3. D
4. E
5. B