The Art Of Listening


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The Art Of Listening

  1. 1. “ Listening is an attitude of the heart, a genuine desire to be with another which both attracts and heals.” John Isham M. Naorem Cha MBA 1 st Yr Sec-B DMS, Pondicherry University
  2. 2. Listening <ul><li>It can be defined as the accurate perception of what is being communicated .Accurately it is never 100 %. </li></ul><ul><li>Focussed Listening is the single most effective ways to build trusts and establish relationship </li></ul><ul><li>93% of the communication is non-verbal </li></ul><ul><li>At the most 50% of conversations is retained(rest escapes through external & internal barrier) </li></ul>
  3. 3. Name of the Listener <ul><li>Rehearser comparer </li></ul><ul><li>Derailer Placater dreamer Identifier </li></ul><ul><li>Filterer Fixer </li></ul><ul><li>Mind Reader </li></ul>
  4. 4. Characteristics of the Listener <ul><li>Ask what the person is thinking(mind Reader) </li></ul><ul><li>Let the speaker finish their thought before determining what question to ask next.(rehearser) </li></ul><ul><li>Be aware of your own assumptions (Filterer) </li></ul><ul><li>Stay present (dreamer) </li></ul><ul><ul><ul><ul><ul><li>(contd..) </li></ul></ul></ul></ul></ul>
  5. 5. <ul><li>Remember it is about speaker not for other.(identifier) </li></ul><ul><li>Treat each speaker as the unique person they are(comparer) </li></ul><ul><li>Circle the island(Derailer) </li></ul><ul><li>Empathize and ask questions when concerns are raised (Placater) </li></ul><ul><li>Fully understands needs before recommending a solution(Fixer). </li></ul>
  6. 6. The Process of Listening <ul><li>1.Decoding </li></ul><ul><li>It takes place as the message reaches the receiver and how much information he assimilates depends upon his perception. </li></ul><ul><li>2.Internal response to the perceived message </li></ul><ul><li>The receiver tries to absorb the message with his needs and expectations. </li></ul>
  7. 7. Essentials of good listening <ul><li> Essentials </li></ul><ul><li> Results </li></ul><ul><li>Positive attitude </li></ul><ul><li>Concentration </li></ul><ul><li>Question-Answer sequence </li></ul><ul><li>Direct Eye Contact </li></ul><ul><li>Conductive Body Posture </li></ul><ul><li>Open mind </li></ul><ul><li>Word pictures </li></ul><ul><li>Acceptance </li></ul><ul><li>Receptivity </li></ul><ul><li>Concentration </li></ul><ul><li>Direct Contact </li></ul><ul><li>Attention </li></ul><ul><li>Attention </li></ul><ul><li>visualise </li></ul>
  8. 8. How to listen <ul><li>Focus on yourself </li></ul><ul><li> Listen to yourself! </li></ul><ul><ul><li>Before you can be an effective listener you have to ensure you are ready to listen. </li></ul></ul><ul><ul><li>Assess your mental, physical and emotional states. </li></ul></ul><ul><ul><li>Many times people in crisis need to talk through their problems, not get advice on how to solve their problems. </li></ul></ul><ul><ul><li>Focus on the speaker </li></ul></ul><ul><li>Focus on the person’s train of thought. </li></ul><ul><li>Remove distractions . </li></ul>
  9. 9. Types of Listening <ul><li>Listening can be classified into 2 basic types: </li></ul><ul><li>Active </li></ul><ul><ul><li>Listen without barriers (time, emotional) </li></ul></ul><ul><ul><li>Listen to the entire message by focusing on verbal and non-verbal message </li></ul></ul><ul><ul><li>Listen using your non-verbal communication skills </li></ul></ul><ul><ul><li>Listen to the person without interrupting, judging or arguing </li></ul></ul><ul><ul><li>Clarify and ask questions or paraphrase </li></ul></ul>
  10. 10. <ul><li>Pseudo   Listening  </li></ul><ul><ul><li>-- Listen to meet some other need </li></ul></ul><ul><ul><li>-- Make people think you are interested </li></ul></ul><ul><ul><li>-- Keep alert to see if you are being rejected </li></ul></ul><ul><ul><li>-- Get some time before your next comment </li></ul></ul><ul><ul><li>-- Pretend to be listening to be polite </li></ul></ul><ul><ul><li>-- Natural to be pseudo listening some times </li></ul></ul>
  11. 11. Deterrents to Listening process <ul><li>Deterrents </li></ul><ul><li>Behavioural patterns </li></ul><ul><li>Ego </li></ul><ul><li>Involvement with self or preoccupation </li></ul><ul><li>Fear </li></ul><ul><li>Familiarity trap </li></ul><ul><li>Stress </li></ul><ul><li>(Negative impact of speech) </li></ul><ul><li>Will not Listen </li></ul><ul><li>Indulge in self image emotions & Feelings </li></ul><ul><li>Closed Mind </li></ul><ul><li>Assured of self </li></ul><ul><li>Prone to being hypertensive </li></ul>
  12. 12. Feedback It is the most important part of the communication that completes the entire lo op . <ul><li>FEEDBACK RESULTS </li></ul><ul><li>Empathise More Receptive </li></ul><ul><li>Specific Agenda Higher Concentration </li></ul><ul><li>Describe Behavior Greater Understanding </li></ul><ul><li>Examples More involvement </li></ul><ul><li>Concentrate on actions Greater Awareness </li></ul><ul><li>Use ‘I message’ High degree of involvement </li></ul><ul><li>Spell out Consequences Greater focus </li></ul><ul><li>Ensure Clarity of Greater understanding </li></ul><ul><li>understanding of the situation . </li></ul>
  13. 13. Thank You