EFFECTIVE LISTENING STRATEGIES

COMMUNICATION

A process by which information is transmitted between individuals and/or organization so that an understanding response results. Exchange of facts, ideas, opinions, attitudes, judgments or emotions.

FACTS
CONTINUED

Listening: Learned first, Used most (45%). Speaking: Learned second, Used next most (30%). Reading: Learned third, Used next least (16%). Writing: Learned fourth, Used Least (9%).

COMMUNICATION SKILLS BREAK UP:

reading 16%

writing 9%

listening 45% speaking 30%

This is only to bring in notice the importance of listening in communication.

COMPARISON OF COMMUNICATION ACTIVITIES

Used

Listening 45%

Speaking 30%

Reading 16%

Writing 9%

Why listen?

Seek first to understand, then to be understood. Stephen Covey

The need to listen to the other person before we can expect them to listen to us.

HEARING VS. LISTENING

Hearing

Physiological process Reception of sound waves by ears

Listening

Hearing as well as interpreting including other signals. Processing of the message in mind

WHY DONT WE LISTEN BETTER?

Message Overload

WHY DONT WE LISTEN BETTER?

Message Overload Preoccupation

Wrapped in personal concerns

WHY DONT WE LISTEN BETTER?

Message Overload Preoccupation External Noise

WHY DONT WE LISTEN BETTER?

Message Overload Preoccupation External Noise Effort

WHY DONT WE LISTEN BETTER?

Message Overload Preoccupation External Noise Effort Tired

WHY DONT WE LISTEN BETTER?

Message Overload Preoccupation External Noise Effort Tired Rapid Thought

ACTIVE LISTENING SKILLS

The Heart of Empathic Understanding

Reflecting

Purpose

To show that you understand how the person feels. Reflects the speakers basic feelings.

Action

Example:
You seem very upset.

Encouraging

Purpose

To convey interest. To encourage the other person to keep talking.

Action

Dont agree or disagree. Use neutral words. Use varying voice intonations.
Can you tell me more?

Example

Summarizing

Purpose

To review progress. To pull together important ideas and facts. To establish a basis for further discussion. Restate major ideas expressed, including feelings.

Action

Example

These seem to be the key ideas youve expressed

Clarifying

Purpose

To help you clarify what is said. To get more information. To help the speaker see other points of view.
Ask questions. Restate wrong interpretation to force the speaker to explain further. When did this happen? Do I have this right? You think he told you to give him the pencil because he doesnt like you?

Action

Example

Restating

Purpose

To show you are listening and understanding what is being said. To help the speaker see other points of view. Restate basic ideas and facts. So you would like your friends to include you at recess, is that right?

Action

Example

Validating

Purpose

To acknowledge the worthiness of the other person. Acknowledge the value of their issues and feelings. Show appreciation for their efforts and actions. I truly appreciate your willingness to resolve this matter.

Action

Example

BARRIERS TO LISTENING

For listening to be effective, we must recognise and remove the barriers to listening These can be Physical people related or otherwise -Physiological -psychological barriers

Physical Barriers These include Low audibility levels, external noises and sounds Malfunctioning of audio devices Frequent interruptions, transmission failures etc

People Related Barriers 1. Physiological barriers When speaker suffers from ill health, fatigue, sleeplessness, hearing disorders etc May also be because of the accent and pronunciation shortcomings of the speaker

2. Psychological barriers These are our values, beliefs, bias, likes & dislikes, attitudes Lack of credibility, past experiences, stereotyping, discomfort with the topic etc

Improving our Listening Ability

Ten Commandments Of Listening

Stop Talking ! :

1. Stop Talking ! Unfortunately, most of us prefer talking to listening Even when not talking, we are more inclined to concentrate on what to say next rather than on listening to others You must stop talking before you can listen

Put the Talker at Ease:

Put the Talker at Ease If you make the talker feel at ease, he or she will do a better job of talking Then you will have better input to work with

Show that you Want to Listen :

Show that you Want to Listen Convince the talker you are listening to understand rather than oppose This will help create a climate for information exchange Look and act interested Doing things like looking away, reading, looking at your watch etc distracts the talker

Remove Distractions :

Things you do also can distract the talker Dont Doodle, tap or play with your pencil Shuffle papers Scratch your head etc

Empathise with the Talker :

Empathise with the Talker Place yourself in the talkers position Look at things from the talkers point of view This will help create a climate of understanding that can result in a true exchange of information

Be Patient :

Be Patient Allow the talker plenty of time Remember - not everyone can get to the point as quickly and clearly as you can And do not interrupt. Interruptions are barriers to the exchange of information

Hold your Temper :

Anger impedes communication. Angry people build walls between each other.They harden their positions and block their minds to the words of others.

Avoid Arguments & Criticism :

Avoid Arguments & Criticism Arguments and criticism tend to put the talker on the defensive. They tend to get angry. Thus, even if you win the argument, you lose. Rarely does either party benefit from argument and criticism

Ask Questions :

By frequently asking questions, you display an open mind. It shows that you are listening. At the same time, you also assist the talker in developing his or her message and in improving the correctness of meaning.

And
Stop Talking ! : The last commandment is to stop talking as it was the first !

All the other commandments of listening depend on it.

THANK YOU FOR LISTENING!

.QUESTIONS ?