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Effectivfe Listening

Effectivfe Listening






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    Effectivfe Listening Effectivfe Listening Presentation Transcript

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