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.
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.
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9 Ibid., para. 5
10 Ibid., para. 7
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25 Ignatius, E., & Kokkonen, M. (2007). Factors contributing to verbal self-disclosure. Nordic Psychology,59(4), 362–391. https://doi.org/10.1027/1901-22184.108.40.2062
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.
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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.
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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.
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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.
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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.
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.