Skills/process & stages/problems & coping strategies/dimensions or types(passive/surface-deep/non judgemental-judgemental / empathic-objective.

1. LISTENING
SKILLS/PROCESS & STAGES/PROBLEMS & COPING STRATEGIES/DIMENSIONS OR TYPES(PASSIVE/SURFACE-
DEEP/NON JUDGEMENTAL-JUDGEMENTAL / EMPATHIC-OBJECTIVE

2. WHAT IS LISTENING?
A PROCESS OF RECEIVING , CONSTRUCTING MEANING, & RESPONDING TO
SPOKEN AND/OR NON-VERBAL MESSAGES.

3. WHAT IS RECEIVING?
Tuning in to the speaker’s entire message , including both its verbal and non verbal aspects, and making
critical choices about paying attention to some things and ignoring others.
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4. WHAT IS CONSTRUCTING MEANING?
Assigning meaning to a speaker’s message and mentally clarifying understanding of it.
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5. WHAT IS RESPONDING?
Completes the interaction between the listener and speaker and is the step in which the listener let the
speaker know , that the message, its verbal and non verbal aspects, has been received and understood.
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6. WHO IS A GOOD LISTENER?
A good listener is:
 Motivated to listen
 Has knowledge about the listening process
 Is able to use all three steps of listening process

7. TYPES OF LISTENING
LISTENING TO LEARN & COMPREHEND
LISTENING TO EVALUATE AND CRITIQUE
TO EMPATHIZE AND UNDERSTAND

8. LISTENING TO LEARN & COMPREHEND
 description:
1. Involves searching for facts, ideas and information
 Challenges:
1. Large amount of information available
2. Complexity of information
 Solutions
1. Discriminate among available messages
2. Attend to message carefully
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9. LISTENING TO EVALUATE AND CRITIQUE
 Description
1. Focus on critical assessment and analysis of the speaker’s message
 Challenges
1. Speaker biases
2. Listener biases
 Solutions
1. Be open-minded
2. Postpone judgement
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10. LISTENING TO EMPATHIZE AND UNDERSTAND
 Description
1. Entails concentrating on speaker’s feelings and attitudes
 Challenges
1. Disagreement with speaker
2. Discomfort talking about feelings
 Solutions
1. Understanding the message
2. Respect towards the speaker
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11. LISTENING BARRIERS
Physical barriers
Psychological barriers
Interaction barriers

12. PHYSICAL BARRIERS
Barriers:
 Physical environment and noise
 Speaker and listener characteristics and behaviors
Causes of Barriers:
 Peripheral conversations , uncomfortable furniture , bad view, crowds , heat, cold, noise
 Accent , lisp , pacing , tics , unusual clothing
 Fatigue , hunger , thirst , uncomfortable clothing ,hearing problems
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13. PSYCHOLOGICAL BARRIERS
Barriers:
 Speaking versus listening rate
 Message overload and complexity
Causes of Barriers:
 Boredom
 Daydreaming
 Worry about personal concerns
 Quantity of messages
 Message delivery in multiple media
 Complexity of messages
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14. INTERACTION BARRIERS
Barriers
 Verbal battles and inflammatory language
 Cultural differences
Causes of Barriers:
 Trigger words and phrases
 Emotional reactions
 Different cultural listening styles
 Different cultural speaking styles
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15. OVERCOMING CHALLENGES TO LISTENING
Receiving competence
Constructing meaning competence
Responding competence
Feedback and paraphrasing

16. RECEIVING COMPETENCE
Receiving competence means the listener is motivated, knowledgeable, and skilled at tuning in to the
speaker’s message and attending to it.
Skills to become a competent listener:
 Prepare to listen mentally, physically, and emotionally. Be well rested & well fed.
 Clarify your purpose for listening-to learn, evaluate, or empathize.
 Identify barriers to listening and eliminate distractions.
 Focus your attention on listening in the moment.
 Postpone evaluation of message until the speaker has finished.
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17. CONSTRUCTING MEANING COMPETENCE
Constructing meaning competence calls for the listener to be motivated, knowledgeable, and skilled
when it comes to assigning meaning to a speaker’s message.
Constructing meaning skills:
 Set aside personal biases and prejudices when attributing meaning to the message
 Repress any tendency to respond emotionally or negatively to the message.
 Analyze objectively what the speaker is saying: listen for both the global meaning of the message and
the speaker’s evidence or argument
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18. RESPONDING COMPETENCE
Responding competence means the listener is motivated, knowledgeable, and skilled when
communicating to the speaker that the message has been received and understood.
Responding skills:
 Identify & remember the main points of the message.
 Demonstrate interest in the speaker’s message by providing appropriate verbal and non-verbal
feedback.
 Try to understand and clarify the meaning of the message y asking questions to clear up anything you
don’t understand.
 Paraphrase the message to achieve full comprehension and clarity.
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19. FEEDBACK AND PARAPHRASING
Feedback is the process a listener uses to communicate to the speaker his/her understanding of the message ,
reactions to it, and any effects it might have had on the listener.
Paraphrasing is a technique for providing verbal feedback to the speaker by summarizing the meaning of the
speaker’s message in his/her own words.
Feedback & Paraphrasing skills:
 Feedback should be fairly immediate.
 The paraphrased message should represent your honest impression and feelings, without being
unnecessarily cruel.
 The feedback provided to the speaker should be clear, informative and unbiased.
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20. The END