What is Communication?

4/11/2013

Dr.Ashish Johri, AUR

Communication is..
..the process of people sharing their ideas, thoughts, and feelings with one another in commonly understandable terms. It is giving and/receiving of information.
Sending

Sender
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(Idea/thought/feeling) Receiver Medium

Feedback Dr.Ashish Johri, AUR
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When does Communication become Effective?

Communication becomes effective when: Message Understood = Message Conveyed 4/11/2013 Dr.Ashish Johri, AUR (No Ambiguities)

Barriers to effective communication

Comfort of the language Lacking clarity Using stereotypes and generalizations Jumping to conclusions Using disconfirming responses Lacking confidence Lack listening
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What is Listening?

4/11/2013

Dr.Ashish Johri, AUR

Listening
to hear something with thoughtful attention : give consideration

"We were given two ears but only one mouth,

because listening is twice as hard as talking."

4/11/2013

Dr.Ashish Johri, AUR

Why is Listening important?

4/11/2013

Dr.Ashish Johri, AUR

Advantages of Listening
Good Listening leads to positive attitude, cordial relations and better participation. It helps us to understand the people better Helps us to build rapport with people and thus gain their confidence It increases productivity Provides valuable information for the purpose of decision-making.
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Types of Listening
Active listening. We listen closely to content and intent. What emotional meaning might the speaker be giving you? We try to block out barriers to listening. Most importantly, we are non-judgmental and empathetic.

4/11/2013

Dr.Ashish Johri, AUR

Types of Listening
Passive listening (Inactive listening). The definition of this is the old adage, In one ear and out the other. We hear the words, but our mind is wandering and no communication is taking place.

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Dr.Ashish Johri, AUR

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Types of Listening
Selective listening. We hear only what you want to hear. We hear some of the message and immediately begin to formulate your reply or second guess the speaker without waiting for the speaker to finish.

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Dr.Ashish Johri, AUR

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Types of Listening
Reflective Listening. This is active listening when we also work to clarify what the speaker is saying and make sure there is mutual understanding.

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Dr.Ashish Johri, AUR

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Types of Listening
Empathetic Listening: Listening something with empathy is known as empathetic listening. Empathy refers to emotions. Eg: Listening to a sad event, we need to listen with sad emotions

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Dr.Ashish Johri, AUR

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Hearing Vs. Listening!

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Dr.Ashish Johri, AUR

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Differences
Hearing is like breathing, it is automatic. It is physical Effective Listening is a skill which can be achieved only through Practice. It is intellectual.

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Dr.Ashish Johri, AUR

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Hearing Vs Listening
Hearing is an involuntary, physical and biological act There is no understanding or appropriate response
Listening is a conscious act Listening involves hearing, receiving, comprehending and responding appropriately

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Dr.Ashish Johri, AUR

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Levels of Listening
There are 3 levels to listening:
Attending skills Following skills Reflecting skills

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Dr.Ashish Johri, AUR

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Attending Skills
Positive body posture
Establishing eye contact

Moving in response to the speaker

Nodding and making receptive verbal signals.

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Dr.Ashish Johri, AUR

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Following Skills

Demonstrating Interest Comments such as-Really, I see Asking open-ended questions

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Dr.Ashish Johri, AUR

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Reflecting Skills
Rephrasing what the speaker has said Reflecting emotions Reflecting implications LISTEN!! FOR THE WORDS AND THE EMOTIONS
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Do we always listen?
If No, Why not?

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Dr.Ashish Johri, AUR

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Barriers to Listening
Noise Physical Environment Accent / Delivery of the Speaker Assumptions Self Esteem Prejudices Perception Preoccupation Lack of feedback
Questions Paraphrasing
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DO YOU WANT TO LISTEN BETTER?

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Dr.Ashish Johri, AUR

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Tips to improve Listening!

Listen carefully. Helps you to: Understand Comprehend Evaluate Careful listening will require a conscious effort on your part. You must be aware of the verbal and nonverbal messages (reading between the lines). Be mentally and physically prepared to listen.

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Dr.Ashish Johri, AUR

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Tips to improve Listening!

You can't hear if YOU do all the talking. Don't talk too much. Listen with empathy. Be courteous; don't interrupt. Take notes if you worry about forgetting a particular point. Avoid stereotyping individuals by making assumptions about how you expect them to act. This will bias your listening.

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Dr.Ashish Johri, AUR

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Tips to improve Listening!

Listen to how something is said. Be alert for the emotions behind the words. Listen without thinking about how you're going to respond Make certain you give the customer to an opportunity to voice their opinions. Don't dominate the conversation. Maintain good body posture
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What is Questioning?
Getting Response You Need: Types of Question Open: Question does not invite any particular answer, but open up discussion. Closed: Question is specific and must be answered with a yes or no, or with details as appropriate. Fact-Finding: Question is aimed at getting information on a particular subject. Follow-Up: Question is intended to get more information or to elicit an opinion. Feedback: Question is aimed at finding the difference that makes the difference.

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THANKYOU FOR LISTENING

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