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Listening

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Listening

  1. 1. + LISTENING SKILLS
  2. 2. + LISTENING  Arguably the most important communication skill.  Listening is the ability to receive accurately and interpret messages in the communication process.  Listening is key to all effective communication.  Without the ability to listen effectively, messages are easily misunderstood – communication breaks down and the sender of the message can easily become frustrated or irritated.
  3. 3. + LISTENING  We probably spend more time using our listening skills than other skills.  Like other skills, listening takes practice.  Real listening is an active process.  Listening requires attention.
  4. 4. + LISTENING  Listening is so important that many top employers provide listening skills training for their employees.  Better customer satisfaction  Greater productivity with fewer mistakes  Increased sharing of information that in turn can lead to more creative and innovative work.
  5. 5. + LISTENING Good listening skills also have benefits in our personal lives:  A greater number of friends and social networks  Improved self-esteem and confidence  Higher grades at school and in academic work  Better health and general well-being  *Speaking raises blood pressure; listening brings it down.
  6. 6. + Listening is not the same as Hearing  Hearing refers to the sounds you hear.  Listening is hearing but with focus.  Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body.  Being aware of verbal and non-verbal messages.  Your ability to listen effectively depends on the degree to which you perceive and understand these messages.
  7. 7. + We spend a lot of time listening  Adults: 70% of their time spent in communication  70% communication breakdown:  45% listening  30% speaking  16% reading  9% writing  (Adler et al, 2001)
  8. 8. + We spend a lot of time listening
  9. 9. + EFFECTIVE LISTENING  Effective listening is the process of analysing sounds, organising them into recognisable patterns, interpreting the patterns, and understanding the message by inferring the meaning.  Effective listening requires concentration and the use of your other senses – not just hearing the words spoken.  Listening is more than just the use of ears.
  10. 10. + Listening comes first The first communication we learn in our lives is listening. LISTENING SPEAKING READING WRITING
  11. 11. + Basic communication skills profile
  12. 12. + 10 Principles of Listening
  13. 13. + 1. Stop talking  Don’t talk; listen.
  14. 14. + 2. Prepare yourself to listen  Relax.
  15. 15. + 3. Put the speaker at ease  Help the speaker feel free to speak.
  16. 16. + 4. Remove distractions  Focus on what is being said.
  17. 17. + 5. Empathise  Try to understand the other person’s point of view.
  18. 18. + 6. Be patient  A pause, even a long pause, does not necessarily mean that the speaker has finished.
  19. 19. + 7. Avoid personal prejudice  Try to be impartial.
  20. 20. + 8. Listen to the tone  Volume and tone both add to what someone is saying.
  21. 21. + 9. Listen for ideas – not just words  You need to get the whole picture, not just isolated bits and pieces.
  22. 22. + 10. Wait and watch for non-verbal communication  Gestures, facial expressions, and eye movements can all be important.
  23. 23. + Tip: Do not jump to conclusions about what you see and hear. You should always seek clarification to ensure that your understanding is correct.
  24. 24. + Types of Listening
  25. 25. + 1. Appreciative listening Listening for enjoyment. Examples:  Listening to music  Listening to comedic jokes  Listening to radio drama
  26. 26. + 2. Discriminative listening  Developed at an early age.  This is the basic form of listening and does not involve the understanding of the meaning of words or phrases but merely the different sounds that are produced.  Learning to distinguish differences  Language, sounds, voices, tones, accents, etc.
  27. 27. + 3. Comprehensive learning  Involves understanding the message or messages that are being communicated.  The listener must have appropriate vocabulary and language skills.  Comprehensive listening is further complicated by the fact that two different people listening to the same thing may understand the message in different ways.  Influenced by non-verbal communication (tones, body language, gestures) and experiences and perspectives.
  28. 28. + 4. Empathetic listening  Empathetic listening involves attempting to understand the feelings and emotions of the speaker – to put yourself on the speaker’s shoes and share their thoughts.  Empathy is a way of deeply connecting with another person. It is a sharing of emotions.
  29. 29. + 5. Critical listening  Evaluating and scrutinising what one has said.  Involves problem-solving and decision-making.  Engaging of and analysis of information.  What is the speaker trying to say? What are the main arguments being presented? How are they different from my current views and beliefs and knowledge?
  30. 30. + Active Listening  Fully concentrating on what is being said rather than just passively ‘hearing’ the message of the speaker.  Listening with all the senses.
  31. 31. + Signs of active listening Non-verbal signs:  Smile  Eye contact  Posture  Mirroring  Distraction
  32. 32. + Signs of active listening Verbal signs:  Positive reinforcement (“very good”, “yes, indeed”, etc.)  Remembering  Questioning  Reflection  Clarification  Summarisation
  33. 33. + Tip  If you’re finding it difficult to concentrate on what someone is saying, try repeating their words mentally as they say them – this will reinforce their message and help you stay focused.
  34. 34. + Steps in Listening
  35. 35. + 1. Hearing  Perception of sound waves
  36. 36. + 2. Attending  Selective perception
  37. 37. + 3. Understanding  To understand symbols seen and heard  Analysing the meaning of the stimuli perceived  Example: Meaning of associated symbols such as applause
  38. 38. + 4. Remembering  Important to the listening process because not only is the information received and interpreted a message but also is retained in the person’s memory
  39. 39. + 5. Evaluating  The stage where active listeners participate  Weighing evidence, differentiates fact from opinion, determines the presence and absence of bias or prejudice in a message
  40. 40. + 6. Responding  Verbal or non-verbal feedback
  41. 41. + Listening Techniques
  42. 42. + 1. Stay present  Mentally present; not just physically present
  43. 43. + 2. Make eye contact  Eye contact is indicative of interest  However consider if the speaker is socially anxious or shy; then do not be aggressive with eye contact.
  44. 44. + 3. Ask questions for clarification  Get clear about what is being said.  Do not mistake this to be the responding stage, however.  Ask questions in a non-charged manner.
  45. 45. + 4. Acknowledge feelings  Even if you don’t agree to the feelings of the speaker, acknowledge it.
  46. 46. + 5. Restate or paraphrase  For better recall and easier to understand and retain the information
  47. 47. + 6. Seek first to understand and then to be understood  Before you state your thoughts and ideas make sure you totally understand and acknowledge the speaker’s thoughts.
  48. 48. + 7. Give non-verbal feedback  Smile, nod, frown, shrug, raise eyebrows, etc.
  49. 49. + 8. Be silent
  50. 50. + 9. Take in all the information both verbal and non-verbal  Focus on the meaning of what is being said and also what is not being said.
  51. 51. + 10. Get permission  Sometimes people just want to be heard. At other times they are seeking advice. Give advice only when requested and only after the person has had a chance to give you the whole story. If you are not sure, ask if the person is looking for your input.
  52. 52. + References  Smileyriaz. Listening Skills. http://www.slideshare.net/smileyriaz/listening-skills- 11545165?next_slideshow=1  Listening Skills. http://www.skillsyouneed.com/ips/listening- skills.html  Types of Listening. http://www.skillsyouneed.com/ips/listening- types.html  Active Listening. http://www.mindtools.com/CommSkll/ActiveListening.htm

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