Of all the communication faults people are accused of, not listening probably ranks as number one. Listening is a skill, and like any other skill it must be learned and practiced.

The Integrative Listening Model (ILM) includes the processes of listening preparation, receiving, constructing meaning, responding, and remembering. It begins before the elements of communication in the model in Chapter 1 with listening preparation, and it continues after the elements depicted there with the process of remembering. Listening, because it is one aspect of the process of perception, is essential to all steps in strategic flexibility.

There are numerous strategies that will help you ensure information is being learned well and stored securely in your memory system. All require conscious effort. Just as active listening is essential to effective note taking, effective note taking is essential to remembering information. Effective note taking requires commitment on your part as well.

Culture has an effect on listening simply because of the potential misunderstandings that can occur. Adjustments in vocabulary, grammar, or informality may need to be made. Gender has an effect because men and women listen differently. Understanding the differences will aid in effective communication.

There are as many factors, or combinations of factors, that cause difficulty in listening as there are listeners. One element is the difference between speech speed and listening speed. In addition to the six factors singled out by Steven Golen, there are the factors of cognitive dissonance, anxiety, control, and passiveness as well.

To be a good listener, you must become actively involved in changing your listening habits. In his study of good and poor listeners, Michael Purdy offers 12 guidelines for change. In addition to building your vocabulary, you need to challenge your listening ability by seeking out situations where concentration and careful listening are required.

There are three kinds of listening discussed in this book: active listening (sometimes referred to as listening for information), critical listening, and empathic listening. Active listening involves identifying a central idea, forming a mental outline, predicting what comes next, relating points to your experience, seeking similarities and differences, and asking questions. Critical listening involves determining motives, challenging and questioning ideas, distinguishing fact from opinion, recognizing your biases, and assessing the message. Empathic listening involves identifying the emotion, listening to the story, and letting the person work out the problem.

When you discover that those you want to listen to you are not listening, the techniques of assertiveness, getting to the point, being prepared, writing down ideas, being flexible, and changing your verbal style are ways—or combinations of ways—for reaching out and grasping attention. Whatever techniques you choose, you need to avoid being aggressive and thoughtless and show courtesy and respect. All decisions should be made using good judgment, common sense, thoughtfulness, and propriety.

The three areas where the Internet may have an effect on listening include what speakers are likely to bring to their presentations because of the Internet; the increased amount of information listeners are likely to possess because of Internet accessibility; and the wide variety of listening materials available on the Internet.