Explain the feedback stage of listening and the two types of feedback.
Understand the difference between formative and summative feedback.
Figure \(\PageIndex{1}\): Author Joseph DeVito has divided the listening process into five stages: receiving, understanding, remembering, evaluating, and responding through feedback. DeVito, J. A. (2000).
Stage 1: Receiving
Receiving is the intentional focus on hearing a speaker’s message, which happens when we filter out other sources so that we can isolate the message and avoid the confusing mixture of incoming stimuli. At this stage, we are still only hearing the message. Notice in Figure \(\PageIndex{1}\) that this stage is represented by the ear because it is the primary tool involved with this stage of the listening process.
During a crowded event in an outdoor amphitheater, for example, when the person on stage starts speaking, the cheering and/or yelling is sometimes so loud that the speaker can't be heard easily despite using a speaker system. In this example, the difficulty of receiving the message is due to the external noise. This is only one example of the ways that hearing alone can require sincere effort, but you must hear the message clearly before you can continue the process of listening.
Stage 2: Understanding
In the understanding stage, we attempt to learn the meaning of the message, which is not always easy. For one thing, if a speaker does not enunciate clearly, it may be difficult to tell what the message was—did your friend say, “I think she’ll be late for class,” or “my teacher delayed the class”? Notice in Figure \(\PageIndex{1}\) that stages two, three, and four are represented by the brain because it is the primary tool involved with these stages of the listening process.
Even when we have understood the words in a message, because of the differences in our backgrounds and experience, we sometimes make the mistake of attaching our own meanings to the words of others. For example, say you have made plans with your friends to meet at a certain movie theater, but you arrive and nobody else shows up. Eventually, you find out that your friends are at a different theater all the way across town where the same movie is playing. Everyone else understood that the meeting place was the “west side” location, but you misunderstood it as the “east side” location and therefore missed out on part of the fun.
The consequences of ineffective listening in a classroom can be much worse. When your professor advises students to get an “early start” on your speech, he or she probably hopes that students will begin their research right away and move on to developing a thesis statement and outlining the speech as soon as possible. However, students in your class might misunderstand the instructor’s meaning in several ways. One student might interpret the advice to mean that as long as she gets started, the rest of the assignment will have time to develop itself. Another student might instead think that to start early is to start on the Friday before the Monday due date instead of Sunday night.
As mentioned more than once in this textbook, meanings are in people, not in words. This means that much of our understanding of others is influenced by our own perceptions and experiences. Therefore, at the understanding stage of listening, we should be on the lookout for places where our perceptions might differ from those of the speaker, and be willing to ask questions to clarify the speaker's meaning.
Stage 3: Remembering
Remembering begins with listening; if you can’t remember something that was said, you might not have been listening effectively. Researchers Wolvin and Coakley note that the most common reason for not remembering a message after the fact is because it wasn’t really learned in the first place (Wolvin & Coakley, 1996). However, even when you are listening attentively, some messages are more difficult than others to understand and remember. Complex messages that are filled with detail call for keen listening skills. Moreover, if something distracts your attention even for a moment, you could miss out on information that explains other new concepts you hear when you begin to listen fully again.
You can improve your memory of a message by processing it meaningfully—that is, by applying it in ways that are meaningful to you (Gluck, et al., 2008). Instead of simply repeating a new acquaintance’s name over and over, for example, you might remember it by associating it with something in your own life. “Emily,” you might say, “reminds me of the Emily I knew in middle school,” or “Mr. Impiari’s name reminds me of the Impala my father drives.” Keep in mind that if understanding has been inaccurate, recollection of the message will be inaccurate too.
Stage 4: Evaluating
The fourth stage in the listening process is evaluating or thinking critically about the message. We might think, “This makes sense” or conversely, “This is very odd.” Because everyone embodies biases and perspectives learned from widely diverse sets of life experiences, evaluations of the same message can vary widely from one listener to another. Even the most open-minded listeners will have opinions of a speaker, and those opinions will influence how the message is evaluated. People are more likely to evaluate a message positively if the speaker speaks clearly, presents ideas logically, and gives reasons to support the points made.
Unfortunately, personal opinions sometimes result in prejudiced evaluations. Imagine you’re listening to a speech given by someone from another country and this person has an accent that is hard to understand. You may have a hard time simply understanding the speaker’s message. Some people find a foreign accent to be interesting or even exotic, while others find it annoying or even take it as a sign of ignorance. If a listener has a strong bias against foreign accents, the listener may not even attempt to attend to the message. If you mistrust a speaker because of an accent, you could be rejecting important or personally enriching information. Good listeners have learned to refrain from making these judgments and instead to focus on the speaker’s meanings.
Stage 5: Responding Through Feedback
Feedback--response to the message--is the fifth and final stage of the listening process. Although Figure \(\PageIndex{1}\) represents this stage of listening by the lips because we often give feedback in the form of words, feedback can be either verbal or nonverbal. Almost anything a listener says or does can be interpreted as feedback. Making eye contact and nodding your head when a classmate or instructor is speaking are examples of positive nonverbal feedback. On the other hand, looking at your mobile phone would likely be construed as negative nonverbal feedback. Positive verbal feedback could be saying, "great job" or telling the speaker you found his or her message interesting.
Formative Feedback
Not all responses occur at the end of the message. Formative feedback is a natural part of the ongoing transaction between a speaker and a listener. As the speaker delivers the message, a listener signals his or her involvement with focused attention, note-taking, nodding, and other nonverbal behaviors that indicate understanding or failure to understand the message. These signals are important to the speaker, who is interested in whether the message is clear and accepted or whether the content of the message is meeting the resistance of preconceived ideas. Speakers can use this feedback to decide whether additional examples, support materials, or explanation is needed.
Summative Feedback
Summative feedback is given at the end of the communication. When you attend a political rally, a presentation given by a speaker you admire, or even a class, there are verbal and nonverbal ways of indicating your appreciation or disagreement. Maybe you’ll stand up and applaud a speaker you agreed with or just sit staring in silence after listening to a speaker whose message you didn't appreciate. In other cases, a speaker may be attempting to persuade you to donate to a charity, so if the speaker asks for money and you make a donation, you are providing feedback on the speaker’s effectiveness. At the same time, we do not always listen most carefully to the messages of speakers we admire. Sometimes we simply enjoy being in their presence, and our summative feedback is not about the message but about our attitudes toward the speaker. If your feedback is limited to something like, “I just love your voice,” you might be indicating that you did not listen carefully to the content of the message.
There is little doubt that by now, you are beginning to understand the complexity of listening and the great potential for errors. By becoming aware of what is involved with active listening and where difficulties might lie, you can prepare yourself both as a listener and as a speaker to minimize listening errors with your communication.
Key Takeaways
The receiving stage of listening is where an individual hears a message being sent by a speaker.
The understanding stage of listening occurs when a receiver interprets or attaches meaning to the message.
The remembering stage of listening is when a listener either places information into long-term memory or forgets the information presented.
The evaluating stage of listening occurs when a listener thinks critically about and judges the content of the message or the character of the speaker.
The responding stage of listening occurs when a listener provides verbal or nonverbal feedback to the speaker or message.
During the responding stage of listening, listeners can provide speakers with formative or summative feedback. Formative feedback is given while the speaker is engaged in the act of communicating. Summative feedback is given when the communicator has concluded the message.
Exercises
Reflect on your listening in class or in other settings where remembering information is important. What helps you remember important information? What keeps you from remembering important information accurately?
Give an example of a time when you felt that your message was misunderstood or you felt as though the listener dismissed it. How did you know your message had been misunderstood or rejected? As a communicator, is there anything you could have done differently?
Make a list of positive formative feedback you and other listeners could give during a lecture or a classmate's speech. How might this positive feedback affect the communicator?
Make a list of negative feedback you and other listeners might give during a lecture or speech. How might this negative feedback affect the communicator?
