50% 45%45%40% Am35% oun t ta 30%30% ugh25% t20% 16%15%10% 9%5%0% Writing Reading Speaking Listening
Listening skills form the basis of: ◦ Continued learning ◦ Teamwork skills ◦ Management skills ◦ Negotiation skills ◦ Emotional intelligence
70% of all communication is ◦ Misunderstood ◦ Misinterpreted ◦ Rejected ◦ Distorted ◦ Not heard
Difference between Listening and Hearing ◦ Hearing is a natural ability to detect sounds ◦ Listening is a skill, which is developed to understand, interpret the message accurately. It does not require much of an effort to hear, whereas Listening to be effective, takes much of an effort and time on the part of a listener.
Listening ability varies according to ◦ Interest in the topic ◦ Importance of the information ◦ Length of the message ◦ Complexity of the message ◦ The delivery of the message ◦ Personal problems ◦ External distractions
Speaker Listener ◦ Language ◦ Perceptions ◦ Wordiness ◦ Preconceived ◦ Semantics notions/expectations ◦ Emotions ◦ Physical hearing ◦ Inflections problem ◦ Speed of thought ◦ Personal interests ◦ Emotions ◦ Attention span ◦ No active listening!
Steps involved in Effective Listening :◦Hearing◦Focusing on the message◦Comprehending and interpreting◦Analyzing and evaluating◦Responding◦Remembering
Concepts Related to Listening Ability ◦ Concentration ◦ Questioning ◦ Objectivity ◦ Note Taking ◦ Feedback
1.Concentration I. Motivation and Demotivation II. Anticipate what the speaker will say next III. Focus on the message Iv. Avoid interruption, let the speaker finish first. 2.Questioning Use of questioning is an effective listening strategy. It serves two purposes: I. message gets clarified II. Speaker gets a positive feedback that a listener is involved.
3. Objectivityi. Minimize the impact of emotion-laden wordsii. Judge content, not deliveryiii. React fairly and sensiblyiv. Overcome distraction; internal as well as external 4. Note Taking The usefulness of note taking depends on the situation.5. Feedback Feed is important in the listening process to that a speaker knows that his/her message is understood.
Good Listeners Bad ListenersAttending ◦ Attend to important ◦ May not hear what a information person is saying ◦ Ready themselves ◦ Fidget in chairs, look out mentally and physically the windows, and let their minds wander ◦ Listen objectively ◦ Visibly react to regardless of emotional emotional language involvement ◦ Listen the same way ◦ Listen differently regardless of the type of depending o situations material
Good Listeners Bad Listeners Understanding Hear what is said but are Assigned appropriate meaning unable to understand or to what is said assign different meaning to the Seek out apparent purpose, type of words main points and supporting Ignore the way information is information organized Ask mental questions to Fail to anticipate coming anticipate information information Silently paraphrase to solidify Seldom or never mentally understanding review the information Seek out subtle meanings Ignore non-verbal cues based on non-verbal cues
Good Listeners Bad Listeners Remembering Interpret message accurately Retain information but forget it Repeat key information Assume they will remember Take notes Rely on memory alone Evaluating Understand but unable to Listen critically weigh or consider it Evaluate inferences Accept information at face value Responding empathically Pass of joy or hurt, change the Provide supportive comforting subject statements
References S. Pfeiffer, William George. (2007) Technical Writing: A Practical Approach (Englewood Cliffs, NJ: Prentice-Hall) Bovee & Thill. (2008) Business Communication Today (Prentice-Hall) Smith-Worthington Darlene, Jefferson Sue. (2008) Technical Writing for Success (Nelson Education, Ltd. USA)
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