Effectivfe Listening


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Effectivfe Listening

  1. 1. Effective Listening Skills A Presentation by Rajiv Bajaj
  2. 2. Hearing & Listening <ul><li>Hearing refers to the perception of sound with the ear – a physical act </li></ul><ul><li>Hearing is required but not sufficient for listening </li></ul><ul><li>Listening is a lot more than hearing </li></ul>
  3. 3. <ul><li>Listening is a process that calls for concentration – it involves hearing with attention </li></ul><ul><li>Poor listening is a major cause for miscommunication </li></ul><ul><li>Listening involves sensing , filtering , and remembering </li></ul>
  4. 4. <ul><li>How well we sense spoken words is determined by - </li></ul><ul><li>(1) our ability to sense sounds; and </li></ul><ul><li>(2) our attentiveness </li></ul><ul><li>Filtering is the process of giving symbols meanings through the unique contents of each mind </li></ul>
  5. 5. <ul><li>We sometimes give messages meanings different from the meanings others give them </li></ul><ul><li>Remembering what we hear is part of the listening process </li></ul><ul><li>Unfortunately, we retain very little of what we hear </li></ul>
  6. 6. Types of Listening <ul><li>Passive Listening </li></ul><ul><li>Inert or indifferent listening </li></ul><ul><li>No conscious effort involved in receiving or absorbing the message </li></ul><ul><li>Often stops at hearing - there is no effort to further process the message </li></ul>
  7. 7. <ul><li>Listener physically present but not participating actively in the process of communication </li></ul><ul><li>Message not absorbed </li></ul><ul><li>Listener may not remember and recall the message at a later stage </li></ul>
  8. 8. <ul><li>Takes place when listener is constrained by various physiological and psychological factors </li></ul><ul><li>May be tiredness, illness, disregard for the speaker or lack of interest in the subject </li></ul><ul><li>Also happens when speaker fails to meet the listener’s wavelength </li></ul>
  9. 9. <ul><li>Leads to misunderstandings for the communicator </li></ul><ul><li>He / she would be under the impression that the receiver has grasped the message </li></ul>
  10. 10. <ul><li>Selective Listening </li></ul><ul><li>Refers to partial or selective listening – </li></ul><ul><li>When people only listen to what they want to listen to </li></ul><ul><li>The receiver keeps tuning in and tuning out </li></ul>
  11. 11. <ul><li>Attention is not focused and the listener lets his mind wander </li></ul><ul><li>Results in the message not being thoroughly processed </li></ul><ul><li>Takes place when listener is not in a position to concentrate </li></ul><ul><li>Or considers the speaker to be poorly informed on the subject etc </li></ul>
  12. 12. <ul><li>Active Listening </li></ul><ul><li>Most desirable type of listening </li></ul><ul><li>Listener makes a conscious effort to listen attentively; </li></ul><ul><li>Decodes the message; and </li></ul><ul><li>Absorbs it through a participative process </li></ul>
  13. 13. <ul><li>Receiver shows proper regard for the speaker; </li></ul><ul><li>Concentrates on what is being conveyed; </li></ul><ul><li>Interacts with the speaker; </li></ul><ul><li>Shows empathy; and </li></ul><ul><li>Makes it easy for the speaker to deliver the message in a meaningful manner </li></ul>
  14. 14. <ul><li>Means the ability to listen effectively </li></ul><ul><li>When one listens actively, one not only comprehends the message; </li></ul><ul><li>But also remembers and recalls it as and when required </li></ul>
  15. 15. Barriers to Listening <ul><li>For listening to be effective, we must recognise and remove the barriers to listening </li></ul><ul><li>These can be physical, physiological or psychological barriers - </li></ul><ul><li>They may be people related or otherwise </li></ul>
  16. 16. <ul><li>Physical Barriers </li></ul><ul><li>These include – </li></ul><ul><li>Low audibility levels, external noises and sounds </li></ul><ul><li>Malfunctioning of audio devices </li></ul><ul><li>Frequent interruptions, transmission failures etc </li></ul>
  17. 17. <ul><li>People Related Barriers </li></ul><ul><li>1. Physiological barriers – </li></ul><ul><li>When speaker suffers from ill health, fatigue, sleeplessness, hearing disorders etc </li></ul><ul><li>May also be because of the accent and pronunciation shortcomings of the speaker </li></ul>
  18. 18. <ul><li>2. Psychological barriers – </li></ul><ul><li>These are our values, beliefs, bias, likes & dislikes, attitudes </li></ul><ul><li>Lack of credibility, past experiences, stereotyping, discomfort with the topic etc </li></ul>
  19. 19. Improving our Listening Ability <ul><li>To improve your listening, you must want to improve it </li></ul><ul><li>We human beings tend to avoid work, and listening may be work ! </li></ul><ul><li>Be alert. Force yourself to pay attention </li></ul><ul><li>Concentrate on improving your mental filtering </li></ul>
  20. 20. <ul><li>Think from the speaker’s viewpoint </li></ul><ul><li>Consciously try to remember </li></ul><ul><li>Importance of becoming a good listener cannot be over-stressed </li></ul><ul><li>We are more influenced by what we hear than by what we read ! </li></ul>
  21. 21. <ul><li>The actual use of communication skills breaks down as follows: </li></ul><ul><li>Writing 9% </li></ul><ul><li>Reading 16% </li></ul><ul><li>Speaking 30% </li></ul><ul><li>Listening 45% </li></ul>
  22. 22. <ul><li>Ironically, time spent learning these skills in school, is in a reverse order </li></ul><ul><li>Time spent on the communication skill training in classroom is as follows: </li></ul><ul><li>Reading 52% </li></ul><ul><li>Writing 30% </li></ul><ul><li>Speaking 10% </li></ul><ul><li>Listening 8% </li></ul>
  23. 23. Ten Commandments Of Listening
  24. 24. 1. Stop Talking ! <ul><li>Unfortunately, most of us prefer talking to listening </li></ul><ul><li>Even when not talking, we are more inclined to concentrate on what to say next rather than on listening to others </li></ul><ul><li>You must stop talking before you can listen </li></ul>
  25. 25. 2. Put the Talker at Ease <ul><li>If you make the talker feel at ease, he or she will do a better job of talking </li></ul><ul><li>Then you will have better input to work with </li></ul>
  26. 26. 3. Show that you Want to Listen <ul><li>Convince the talker you are listening to understand rather than oppose </li></ul><ul><li>This will help create a climate for information exchange </li></ul><ul><li>Look and act interested </li></ul><ul><li>Doing things like looking away, reading, looking at your watch etc distracts the talker </li></ul>
  27. 27. 4. Remove Distractions <ul><li>Things you do also can distract the talker </li></ul><ul><li>Don’t – </li></ul><ul><li>Doodle, tap or play with your pencil </li></ul><ul><li>Shuffle papers </li></ul><ul><li>Scratch your head etc </li></ul>
  28. 28. 5. Empathise with the Talker <ul><li>Place yourself in the talker’s position </li></ul><ul><li>Look at things from the talker’s point of view </li></ul><ul><li>This will help create a climate of understanding that can result in a true exchange of information </li></ul>
  29. 29. 6. Be Patient <ul><li>Allow the talker plenty of time </li></ul><ul><li>Remember - not everyone can get to the point as quickly and clearly as you can </li></ul><ul><li>And do not interrupt </li></ul><ul><li>Interruptions are barriers to the exchange of information </li></ul>
  30. 30. 7. Hold your Temper <ul><li>Anger impedes communication </li></ul><ul><li>Angry people build walls between each other </li></ul><ul><li>They harden their positions and block their minds to the words of others </li></ul>
  31. 31. 8. Avoid Arguments & Criticism <ul><li>Arguments and criticism tend to put the talker on the defensive </li></ul><ul><li>They tend to clam up or get angry </li></ul><ul><li>Thus, even if you win the argument, you lose </li></ul><ul><li>Rarely does either party benefit from argument and criticism </li></ul>
  32. 32. 9. Ask Questions <ul><li>By frequently asking questions, you display an open mind </li></ul><ul><li>It shows that you are listening </li></ul><ul><li>At the same time, you also assist the talker in developing his or her message and in improving the correctness of meaning </li></ul>
  33. 33. 10. Stop Talking ! <ul><li>The last commandment is to stop talking </li></ul><ul><li>It was also the first ! </li></ul><ul><li>All the other commandments of listening depend on it </li></ul>