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4/18/12

Listening skills
Presented by:

Shweta Gupta Pooja Khanna Shivani Khurana Riddhi Gada Sanchi Deora

Mobiles on Vibrate Mode Please

INTRODUCTIO N Most important aspects of

communication Precedes communication More frequent on job than speaking, reading or writing Skill that can be cultivated and developed just like speaking, reading or writing Being alert to and understanding the meaning behind the speakers words
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OBJECTIVES
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Distinguish Clearly between hearing and listening

Categorize the main barriers to effective listening

Assess our listening skills by adopting specific strategies

Recognize the importance of listening in 4/18/12 the workplace

FACTS
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We listen at 125-250 wpm, think at 1000-3000 wpm 75% of the time we are distracted, preoccupied or forgetful 20% of the time, we remember what we hear More than 35% of businesses think listening is a top skill for success
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Leonardo da Vinci

Most people listen without hearing

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DIFFERENCE
HEARING

LISTENING

Physical process Mechanical Effortless No energy is used Passive

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Physiological Chemical Involves efforts Energy is utilized Active

HIERARCHY OF LISTENING PROCESS

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1.
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SENSING

Begins by hearing, seeing and receiving the verbal and nonverbal aspects of the message Concentration required Receiver's positive body language help the sender deliver the message properly

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2.
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INTERPRETING

Receiver must interpret and place it in meaningful context Speakers speech is linked to the verbal and non-verbal elements of the message. Insures that the receiver is understanding 4/18/12 corresponds to the sender's meaning

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EVALUATING

Evaluation phase occurs after the interpretation phase Receiver must sort fact from opinion Judge the message based on its strengths and weaknesses and how well it is liked or disliked Consists of both logical and emotional components

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4. RESPONDING
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Two-way communication requires the receiver to respond to the sender Provides feedback Responses can be both verbal and non-verbal.
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LISTENING: The Silent Side Of Communication

Effective communication exists between two people when the receiver interprets and understands the senders message in the way the speaker intended it. v Speaking and listening skills both are necessary for communication to serve its purpose. v Listening is an art, a skill, a discipline and like other skills it needs self control 4/18/12
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TYPES OF LISTENING
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Discriminative Listening Comprehension Listening Evaluative Listening Appreciative Listening Empathetic Listening Therapeutic Listening Dialogic Listening
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DISCRIMINATIVE LISTENING
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Most basic type of listening Difference between the sounds is identified Difference in sounds expresses the meaning Difficult to speak the language of other country as we find sounds similar and do not understand the 4/18/12 subtle differences

COMPREHENSIVE LISTENING
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Once we discriminate between the different sounds, next step is to comprehend the meaning of these sounds. To do this we require

Dictionary of words Rules of grammar and syntax Need to understand speakers nonverbal behavior Meaning of nonverbal behavior Body Language
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EVALUATIVE LISTENING
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Involves making judgment about what the speaker is saying Listening critically and trying to assess if it is good, bad, worthy or unworthy We generally resort to this type of listening if we sense persuasion, change our behavior or convictions Tendency to question the speaker 4/18/12

APPRECIATIVE LISTENING
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Paying selective attention to certain kinds of information Relevant to us Meets our needs and goals Tendency is to appreciate such information better Eg :- 4/18/12 Listening to good music,

EMPATHETIC LISTENING
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Try to put ourselves in the other persons place Understand the moods, beliefs, goals and feelings behind the speakers words It requires following:

Excellent discrimination. Paying attention to nuances of emotional signals. High degree of sensitivity. Tactful probing on the part of the listener.

Eg :- 4/18/12 with customer grievances , Dealing employee feedback , Performance review by

THERAPEUTIC LISTENING
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Listener tries to help speaker change or develop in some way more than just merely empathizing with the speaker In other words listener plays role of therapist and diagnosing the problem at hand and offering a remedy or solution Eg :- Social situations involving family or personal problems resolved 4/18/12 through counseling.

DIALOGIC LISTENING
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Involves listening and learning through dialogues Listening is two-way rather than a one-way process Interchange of ideas and information between listener and speaker Continuous clarifications, feedbacks and listener engaging in conversation with4/18/12 the speaker

Obstacles that stand in the way of effective listening.

1. 2. 3. 4. 5. 6. 7. 8.

BARRIERS TO LISTENING

Physiological Barriers Physical Barriers Attitudinal Barriers Wrong Assumptions Cultural Barriers Gender Barriers Lack of Training
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Bad Listening Habits

PHYSIOLOGICAL BARRIERS
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Genuine hearing problems Difficulty in processing information Memory related problems Rapid thought (Listeners process information faster than speakers) 4/18/12

PHYSICAL BARRIERS
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Distractions in Environment (AC, Cigarette smoke or overheated room) Information overload Eg :- Ringing of mobile phone during meeting with manager
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ATTITUDINAL BARRIERS
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Pre-occupied with personal or work related problems resulting in loss of focus even though the conversation is of prime importance Egocentrism More knowledgeable than speaker 4/18/12

WRONG ASSUMPTIONS
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Listener has role to play as much as the speaker for effective communication Ask questions, agree or disagree with speaker, give feedback etc. David J. Schwartz states Big people monopolize the listening, Small people monopolize the talking. Listeners are as important and as powerful as speakers.
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CULTURAL BARRIERS
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Different Accents based on different regions, countries etc. Cultural Values ( Oriental and western values) Orientals regard listening and silence as virtue whereas westerners attach greater importance to speaking
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GENDER BARRIERS
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Barrier to listening Men and women listen very differently and for different purposes Women are more likely to listen for the emotions behind a speakers words, while men listen more for the 4/18/12 facts and the contents

LACK OF TRAINING
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Not an inborn skill An important barrier to listening. Today many organizations all over the world incorporate listening skills in their training programs
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BAD LISTENING HABITS

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Mostly people are average listeners Habit of faking attention or trying to look like active listener for the sake of impressing speaker Some listen to each and every facts but miss the key 4/18/12 point

WHY BE A GOOD LISTENER?

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To be recognized and remembered To feel valued To feel appreciated To feel respected To feel understood To feel comfortable about a want or need
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TIPS FOR BETTER LISTENING

The most important thing in communication is to hear what isn't being said.

Ask Good Questions Paraphrase Empathize Stop Talking Maintain eye contact Eliminate Distractions Dont give advice until asked Show interest in the speaker and the conversation Prompt the speaker
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CONCLUSION
"We were given two ears but only one mouth, because listening is twice as hard as talking."

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THANK YOU!!

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