Communication and art of listening

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Communication and art of listening

  1. 1. What is Communication ???? <ul><li>Getting others to understand and accept your ideas!! </li></ul>
  2. 2. Content : <ul><li>7% WORDS </li></ul><ul><ul><li>Words are only labels and the listeners put their own interpretation on speakers words </li></ul></ul><ul><li>38% PARALINGUISTIC </li></ul><ul><ul><li>The way in which something is said - the accent, tone and voice modulation is important to the listener. </li></ul></ul><ul><li>55% BODY LANGUAGE </li></ul><ul><ul><li>What a speaker looks like while delivering a message affects the listener’s understanding most. </li></ul></ul><ul><ul><li>verbal and non verbal: </li></ul></ul>
  3. 3. To Comprehend;What makes a good communicator ? Deepti Singh Clarity Integrity Timing Adequacy
  4. 4. Communication is a Series of Experiences of Hearing Seeing Smell Touch Taste
  5. 5. Communication Process Deepti Singh SENDER RECEIVER Feedback receiver sender Communication is the process of sending and receiving information among people… Noise Use of channel to transmit the message
  6. 6. Barriers to Communication <ul><li>A barrier reduces or changes the quality of the message being transmitte </li></ul><ul><li>Types </li></ul><ul><li>1. Physical 2. Psychological </li></ul><ul><li>Poor health Lack of Concentration </li></ul><ul><li>Sound / noise Attitude and bias </li></ul><ul><li>Unsuitable temperature Lack of self discipline </li></ul><ul><li>Distractions Low emotional state </li></ul><ul><li>Prenotions </li></ul>
  7. 7. What can you see?!!
  8. 8. HOW TO COMMUNICATE? <ul><li>So……… </li></ul>
  9. 9. Effective Communication <ul><li>1. Plan your communication </li></ul><ul><li>maintain clarity of purpose “why”, </li></ul><ul><li>maintain clarity of idea, “what”. </li></ul><ul><li>2. Choose the medium </li></ul><ul><li>language </li></ul><ul><li>style </li></ul><ul><li>semantics </li></ul>
  10. 10. Effective Communication <ul><li>Remove barriers ……. build gateways </li></ul><ul><li>DO’s DON’Ts </li></ul><ul><li>- seek first to understand - remove all prejudices </li></ul><ul><li>and then to be understood - overcome any distractions </li></ul><ul><li>empathize with other people - reduce length of </li></ul><ul><li>values, beliefs, needs & sentiments - communication channel </li></ul><ul><li>- use a common language </li></ul><ul><li>- clarify ideas before communicating </li></ul>
  11. 11. <ul><li>4. Active Listening (Imp of all ) </li></ul><ul><li>Listen with an open mind </li></ul><ul><li>Make an effort to understand </li></ul><ul><li>Empathize ……..reflect understanding </li></ul><ul><li>Be aware of what is said and what is not said </li></ul><ul><li>Don’t jump to conclusions……draw conclusions </li></ul><ul><li>5. Feedback </li></ul><ul><li>Check for accurate receipt of message </li></ul><ul><li>Check action/outcome in relation with the intent of the message. </li></ul><ul><li>Improve/alter message, if required. </li></ul>Effective Communication
  12. 12. The Art of Listening <ul><li>Listening needs an </li></ul><ul><li>ability to concentrate </li></ul><ul><li>a genuine desire to understand the other persons point of view </li></ul><ul><li>sensitivity to needs, emotions and body language </li></ul><ul><li>humility - “I am not right alone, you might have a point and I respect you” </li></ul><ul><li>a belief that other people are important and worth listening to </li></ul>
  13. 13. <ul><li>Poor Listeners </li></ul><ul><li>The fidget : “Why are you telling me ?” </li></ul><ul><li>The aggressive listener : tries too hard and as a result scares people. </li></ul><ul><li>The pseudo - intellectual : hears only ideas and not the emotions behind them </li></ul><ul><li>The passive listener : :I agree with whatever you say” </li></ul><ul><li>The inaccurate listener :”I can’t concentrate” </li></ul>The Art of Listening
  14. 14. <ul><li>How to be a good listener, </li></ul><ul><li>Ask questions </li></ul><ul><li>Reflect feelings </li></ul><ul><li>Let your body give reassuring messages. Nodding, arms apart, legs not crossed, erect forward posture. All these give non-verbal messages that you are listening. </li></ul><ul><li>Know your prejudices. You must discount from all those matters towards which you are biased or passionate. </li></ul><ul><li>Avoid making snap judgments </li></ul><ul><li>Avoid anger. It always gets the better of you. </li></ul>The Art of Listening
  15. 15. Communication styles
  16. 16. Assertive Pushing hard without attacking; permits others to influence outcome; expressive and self-enhancing without intruding on others. Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding. Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements. Nonverbal Behavior Verbal Behavior Description Pattern Pattern
  17. 17. Aggressive Nonverbal Behavior Verbal Behavior Description Pattern Pattern Taking advantage of others; Expressive and self-enhancing at others’ expense. Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions. Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs.
  18. 18. Passive Nonverbal Behavior Verbal Behavior Description Pattern Pattern Encouraging others to take advantage of us; Inhibited; Self-denying. Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice. Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”).
  19. 19. Lets check our learning!!!

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