An Important Communication Tool
Hearing Vs Listening
Hearing is a passive process
It is physiological
It is an automatic or
involuntary response
It is a part of sensation
It always precedes listening
It is naturally acquired
Listening is an active process
It is psychological
It is a voluntary and willed
response
It is a part of perception
It does not always follow
hearing
It requires practice
THE PROCESS OF LISTENING
It consists of five elements
Hearing – this is the physiological process in which the
auditory nerves are stimulated by sound waves. It is a
passive activity that needs no conscious effort.
Filtering – this refers to the elimination of unwanted
stimuli. These may be external, such as events
occurring around, spoken words or physical
experiences: they may be internal, such as impending
deadlines, information needed to reach decision,
hunger, headache or other discomfort. Filtering
enables listener to focus.
CONTINUED…
Interpreting – During this process the mind assigns
meaning to stimuli. Speaker’s prior comments &
actions, and non-verbal inputs influence interpreting.
Responding – This is the feedback that tells the sender
the message has been received and understood. The
response may be a direct verbal one, one that asks for
clarification, a paraphrase, or a non verbal one.
Remembering – This involves recalling the information
that was interpreted & responded to. Its success
depends on association.
Stages of Listening Process
Decoding – It takes place as soon as the message
comes in. The amount of information that is to be
used is contingent on perception of message.

Internal response – In this stage the receiver weighs

the message according to his needs and expectations.
THREE TIER PROCESS
 LEVELING
 SHARPENING/ SIFTING
 ASSIMILATION
Leveling is the process of spreading out of the incoming
information with an intention of finding the required
parts.
Sharpening or Sifting is the process of selecting the items
that are of interest for the receiver.
Assimilation is the process of providing a value judgment
and retaining the issues that are of relevance.
TYPES OF LISTENING
 Appreciative listening –Listening to derive aesthetic
pleasure.
 Empathetic listening – Listening to provide
emotional or moral support.
 Comprehensive listening – Listening for
understanding and comprehending of message. It is
required for interpretation of message.
 Critical listening – Listening for the purpose of
accepting or rejecting message, for critical
evaluation.
Poor listening & Effective Listening
Poor Listener
 tends to "wool-gather" with slow
speakers
 subject is dry so tunes out
speaker
 distracted easily
 takes intensive notes, but the
more notes taken, the less value;
has only one way to take notes
 is overstimulated, tends to seek
and enter into arguments
 inexperienced in listening to
difficult material; has usually
sought light, recreational
materials
 lets deaf spots or blind words
catch his or her attention
 shows no energy output
 judges delivery -- tunes out
 listens for facts
Effective Listener
 thinks and mentally summarizes,
weighs the evidence, listens
between the lines
 finds what's in it for me
 fights distractions, sees past bad
communication habits, knows how
to concentrate
 has 2-3 ways to take notes and
organize important information
 doesn't judge until comprehension
is complete
 uses "heavier" materials to regularly
exercise the mind
 interpret color words, and doesn't
get hung up on them
 holds eye contact and shows an
active body state
 judges content,
 listens for central ideas
TRAITS OF A GOOD LISTENER
Being non evaluative
Paraphrasing
Reflecting implications
Reflecting hidden meanings
Inviting further contribution
Responding non verbally
IMPLICATIONS OF EFFECTIVE
LISTENING
Enables manager to feel the pulse of organization
Lack can lead to situations where there is gap in
coordination and understanding
Vital for success of an open door policy that
encourages employees to speak up
Important for improving working conditions and
nurture harmony &cohesion
Helps to boost morale and consequently increase
productivity.