Hearing vs' Listening

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Hearing vs. Listening

• Hearing physiological, sensory process whereby
  auditory sensations are received by the ear and
  transmitted to the brain.
• Listening psychological process of interpreting
  and understanding the content of the hearing
  experience.
• M. Markel, Technical Communication Situations
  and Strategies, New York St. Martins Press,
  1998.

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Listening

• Communication percentages
• Talking 55
• Listening 45

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Listening Retention

• Following a 10-minute presentation, the average
  listeners memory
• Immediately 50
• After 48 hours 25

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Group Listening Skills

• Reduce distractions
• Face the speaker
• Maintain eye contact
• Reduce movements
• Discard preconceptions
• Focus on ideas, not words
• Listen productively

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Individual Listening Skills

• Do not interrupt
• Paraphrase what the speaker said
• Ask open questions

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Collaboration

• Collaborate working jointly or closely with
  others
• Collaboration popular trend in industry and in
  the classroom

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Patterns of Collaboration

• Expert areas
• Engineer
• Technical communicator
• Graphic artist
• Stages of writing process
• Pre-writing
• Drafting
• Document sections

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Advantages of Collaboration

• Knowledge base
• Skills base
• Audience reaction
• Shared responsibility
• Improved communication among group

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Disadvantages of Collaboration

• Greater time requirement
• Unexpressed concerns/questions
• Non-unified document
• Unequal work assignments
• Decreased sense of ownership
• Peer conflicts

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Successful Collaboration

• Define task
• Choose leader
• Assign individual tasks
• Establish procedures
• Set schedule
• Set evaluation guidelines
• Consult with group members/others

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Conflict Control

• Be punctual
• Meetings
• Deadlines
• Listen
• Ask questions
• Be polite/supportive
• Avoid emotions
• Share information