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2 Introduction: Listening comes first Difference Between Hearing & Listening Definition of Listening & Listening Skills Importance of Listening Skills Types of Listening Skills Effective Listening Features of Listening Process of Listening Techniques of Listening Skills… Much more
3 The First and the Foremost communication skill that we learn in our lives is nothing but “LISTENING” Listening Comes First LISTENINGLISTENING SPEAKINGSPEAKING READINGREADING WRITINGWRITING
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5 Difference Between Hearing & Listening… Hearing: o Hearing is simply the act of perceiving sound by the ear. o Hearing occurs with or without your consentListening: o Listening is an action where you choose to actively concentrate on what you hear. o In listening your brain processes the information into knowledge. “Listening is not the same as hearing and hearing is not the same as listening.”
6 What is Listening? The process of receiving, constructing meaning from, and responding to spoken and/or non-verbal messages; to hear something with thoughtful attention.
7 What are Listening Skills? Listening Skills are the ways to help you listen something more effectively.
8 Importance of Listening Skills o An attentive listener stimulates better speaking by the speaker o A good listener learns more than an ordinary listener. o A good listener learns to detect prejudices, assumptions and attitudes. o Communication is not complete without effective listening.
9 Types of Listening… o Discriminative Listening o Pretense Listening o Selective Listening o Attentive/Active Listening
10 o Discriminative listening o Discriminative listening- It involves identifying the difference between various sounds. It also enables one to differentiate between familiar and unfamiliar language. o Active Listening o Active Listening- Active listening is a communication technique used in counseling, training, and conflict resolution. It requires that the listener fully concentrate, understand, respond and then remember what is being said.
11 o Pretense Listening o Pretense Listening- It involves more hearing than listening. It means pretending through facial expressions that one is listening when actually one is not. o Selective Listening o Selective Listening- It involves selecting the desired part of the message and ignoring the undesired part of the message.
12 Effective Listening… Effective/Active Listening Is Actively Absorbing The Information Given To You By The Speaker, Showing That You Are Interested. It Can Also Include Providing The Speaker With The Feedback, By Asking Relevant Questions So The Speaker Knows The Message Is Received.
13 In active listening, it is important to learn, to summarize and reflect smoothly, without appearing to mimic or repeat back in a robotic fashion. Useful phrases are: "As I understand it, what you are saying is...." "So your point is that...."
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15 Benefits of Effective Listening o Enhances Productivity o Improves Relations o Avoids Conflict o Improves Understanding o Improves Negation Skills o Helps You Stand Out o People Will Appreciate It
16 o Physiological Barriers 1] Hearing Impairment 2] Speaking Thinking Rate o Environment Barriers 1] Physical Distractions 2] Message Overload o Attitudinal Barriers 1] Prejudices 2] Preoccupation 3] A Casual Attitude 4] Egocentrism Barriers To Effective Listening
17 o Poor Listening Habits 1] Faking Attention 2] Listening Only for Facts 3] Avoiding Difficult & Uninteresting Material
18 Traits of a Good Listener…
19 Features of Listening o Listening is a mental activity. o It improves by consciousness and concentration. o It is a skill as it can be improved by experience. o Non-verbal communication also helps in listening. o Listening stimulates speaking. o Listening involves paying close attention to the sounds that come in way of communication.
20 Process of Listening 2.Understanding 3.Remembering 1.Receiving 5.Responding 4.Evaluating
21 It refers to the respond caused by sound waves stimulating the sensory receptors of the ear; it is physical response. It is the stage at which you learn what the speaker means “The thoughts and emotional tone.” 1.Receiving1.Receiving 2.Understanding2.Understanding
22 It is important listening process because it means that as individual added message to the minds storage bank. It consists of judging the message in some way. 3.Remembering3.Remembering 4.Evaluating4.Evaluating
23 This stage requires that the receiver complete the process through verbal and/or nonverbal feedback; because the speaker has no other way to determine if a message has been received. This stage becomes the only overt means by which the sender may determine the degree of success in transmitting the message. 5. Responding
24 Techniques of Listening Skills o Focus on key-points. o Being aware of both verbal and non-verbal messages. o Listen with an open mind. o Avoid false attention and pretending to listen. o Wait for the speaker to pause to ask clarifying question. o Be attentive, but relaxed.
25 Listening Pitfalls o Appearance and delivery o Separating ideas from facts o Interrupting o Pretending o Distraction o Sarcasm
26 Be a Whole Body Listener
27 Rules of Good Listening o Stop talking o Stop thinking o Remove Distractions o Do not let your Mind Wander o Do not Pre-judge o Be Patient o Empathize with the speaker
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Effective communication requires both speaking and listening. While most people have the speaking part down; few have mastered the art of listening.
Even if you think you’re an expert listener, consider these alarming research findings:
On average, viewers who watch and listen to the evening news can only recall 17 percent of the content.
Physicians interrupt 69 percent of patient interviews within 18 seconds of the patient beginning to speak. As a result, 77 percent of patients never get to reveal their true reason for visiting the doctor’s office.
Think about how these findings relate to you. Perhaps people attempt to talk to you about a work problem. While they’re speaking, you might immediately jump to an assumption without ever finding out the real reason for the communication. Maybe you agree to help the person with some challenge, but within five minutes of the person leaving your office, you can’t recall the details of the situation.
The reported top three listening barriers for business professionals are:
- The environment
- Internal and/or personal problems the listener may be experiencing
- The internal desire to develop counter arguments while the speaker is still speaking
Our environment has become more distracting with so much technology surrounding us—cell phones, iPods, e-mail, television, etc.—many people have difficulty concentrating on their work and their communications with others. The cost of communication breakdown is lost sales, lost opportunities, misunderstandings, bad customer service and hurt feelings.
What can you do to help improve listening skills? Plenty. Consider the following suggestions.
1. Remove all Distractions.
Get mentally prepared for listening by removing distractions. Close your office door, turn off your computer monitor, disable your e-mail notification signal, and turn off music and cell phones. Create an environment conducive to listening.
2. Properly prepare for the meeting.
If this is a planned meeting, prepare for it by creating an outline or agenda and questions that you think would be helpful for the topic. If this is an impromptu meeting, find out the goal of the communication as early as possible in the conversation. This will enable you to “listen on purpose.”
3. Take notes during meetings.
When you’re writing notes, you’re more likely to listen intently and less likely to interrupt the speaker. Additionally, taking notes lets the person talking know that you are interested in the conversation.
4. Get into the habit of not responding.
Mentally tell yourself not to respond and to concentrate on what the other person is saying. Repeat what the person says to ensure that you understand. Let people finish their sentence or thought before you respond. Practice taking a breath before you respond to their question or problem. This will give you more time to think of an appropriate response and help you appear thoughtful.
5. Listen to comprehend.
Be aware that most people listen with the intent to reply. In order to help you stay focused on the conversation, listen to comprehend, not to reply. This is especially important when you’re listening to a client with a problem or when you’re learning something new. Changing your intent from “listening to respond” to “listening to comprehend” will help you focus.
When you really listen to people, you will experience more meaningful communication with others.
Check out our business communication skills training programs to learn more or contact us to find out how we can help you improve your communication skills: