Customer: Sound and Purely Physiological Activity

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# 1/ How do hearing and listening differ?
Hearing differs from listening in that hearing is a purely physiological activity, while listening also involves the psychological processing of sounds. • When we hear what is being said, those words are transferred from our ears to our brain and then we often nod in agreement or disagreement or do nothing at all. Hearing is passive, only involves our ears and involves little to no passion. We simply take in what has been said and then go on from there. In addition, hearing is often emotionless, involuntary and shows little feeling for another. Basically, hearing is the way we understand the meaning of sound, the vibrations that come from it. Hearing is also having the ability to perceive and interpret sound. It is a special kind of sensation that delivers to us, what is being said, no matter where or who is giving off the sound. To clarify, hearing is a bodily element of listening and happens when sounds waves approach our ears at a certain loudness and frequency. • Listening is the absorption of the meanings of words and sentences by the brain. Listening leads to the understanding of facts and ideas. But listening takes attention, or sticking to the task at hand in spite of distractions. It requires concentration, which is the focusing of your thoughts upon one particular problem. A person who incorporates listening with concentration is actively listening. # 3/ What are three major elements that complicate listening? Give customer service related examples of each.

The three elements that complicate listening:
• the internal elements within the listener’s mind, • environmental elements surrounding the communication, • interactional elements that arise especially from listener self-centeredness and self-protection. Internal elements involve the use of words at a level that the hearer can hear, and the most importantly, can understand. Talking loudly and nonsense or...
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