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  1. 1. Importance of listening in a workplace Prof. Anupama Tiwari
  2. 2. What is listening? <ul><li>A process in which spoken language is decoded in the mind. </li></ul><ul><li>Definition: Thomlison's (1984) </li></ul><ul><li>Listening is a complex process—an integral part of the total communication process, albeit a part often ignored. </li></ul>Prof. Anupama Tiwari
  3. 3. <ul><li>Hearing is passive and listening is active. </li></ul><ul><li>“ the act of hearing attentively is listening” </li></ul><ul><li>Hearing is merely the ability of ear to sense sounds around one, but, listening is more of conscious effort to interpret the sounds, requiring concentration of mind. </li></ul><ul><li>You may ‘hear' a lecture and may be not be ‘listening’ to a lecture. </li></ul>Prof. Anupama Tiwari
  4. 4. <ul><li>&quot;Listening,&quot; therefore, is an act of will. &quot;Hearing&quot; can simply happen without desire or intention or interest or preference. </li></ul><ul><li>&quot;Listening&quot; is emotional. &quot;Hearing&quot; is passionless. </li></ul><ul><li>&quot;Listening&quot; means getting deep in the experience. &quot;Hearing&quot; means never getting beyond the glossy exterior. </li></ul><ul><li>&quot;Listening&quot; means listeners will seek out programming. &quot;Hearing&quot; means the programming has to seek out the listener. </li></ul>Prof. Anupama Tiwari
  5. 5. <ul><li>&quot;Listening&quot; means you tune in specifically for something. &quot;Hearing&quot; means you're listening in part to avoid something </li></ul><ul><li>Listening&quot; means marketing can be brand-building and strategic. &quot;Hearing&quot; means marketing is mostly tactical, moving listeners from station to station for a time. </li></ul><ul><li>For &quot;hearers&quot; just doing marketing is more important than what the marketing demands of you. It's the impact that matters more than the message. </li></ul>Prof. Anupama Tiwari
  6. 6. definitions <ul><li>The process whereby the human ear receives sound stimuli from other people and through a series of steps, interprets the sound stimuli in the brain and remembers it. </li></ul><ul><li>It can also be defined as a three phase intrapersonal process that involves signal receiving [related to hearing], literal processing[ determining meaning], and reflective processing[ critical analysis and appreciation] </li></ul>Prof. Anupama Tiwari
  7. 7. Types of listening <ul><li>Discriminative listening: difference between sounds is identified </li></ul><ul><li>Comprehensive listening: understanding meaning </li></ul><ul><li>Evaluative listening: to make opinions and judgments about what is spoken </li></ul><ul><li>Selective listening: when attention is paid only to selective information </li></ul><ul><li>Empathetic listening: understanding the feelings behind the person’s words </li></ul>Prof. Anupama Tiwari
  8. 8. <ul><li>Dialogic listening: listener continuously interacts and seeks clarification </li></ul><ul><li>Therapeutic listening: after empathizing with the speaker help him develop </li></ul><ul><li>Therapeutic listening is a special type of relationship listening. </li></ul><ul><li>Therapeutic listening brings to mind situations where counselors, medical personnel, or other professionals allow a troubled person to talk through a problem. </li></ul><ul><li>But it can also be used by managers when they listen to peers and subordinates or clients and allow them to “get things off their chests.” </li></ul>Prof. Anupama Tiwari
  9. 9. <ul><li>Informative Listening </li></ul><ul><li>Informative listening is the name we give to the situation where the listener’s primary concern is to understand the message. Listeners are successful insofar as the meaning they assign to messages is as close as possible to that which the sender intended. </li></ul><ul><li>Informative listening, or listening to understand, is found in all areas of our lives. Much of our learning comes from informative listening. For example, we listen to lectures or instructions from teachers—and what we learn depends on how well we listen. In the workplace, we listen to understand new practices or procedures—and how well we perform depends on how well we listen. We listen to instructions, briefings, reports, and speeches; if we listen poorly, we aren’t equipped with the information we need. </li></ul>Prof. Anupama Tiwari
  10. 10. <ul><li>Appreciative listening </li></ul><ul><li>Appreciative listening includes listening to music for enjoyment, to speakers because you like their style, to your choices in theater, television, radio, or film. It is the response of the listener, not the source of the message, that defines appreciative listening </li></ul>Prof. Anupama Tiwari
  11. 11. Barriers/obstacles to listening <ul><li>Physiological barriers </li></ul><ul><li>Physical barriers </li></ul><ul><li>Attitude barriers </li></ul><ul><li>Assumption barriers: assuming that listener is not responsible for effectiveness </li></ul><ul><li>Cultural barriers </li></ul><ul><li>Gender barriers </li></ul><ul><li>Lack of training </li></ul><ul><li>Individual listening habits: bad listeners, lack of attention, faking attention, avoid difficult part, etc. </li></ul>Prof. Anupama Tiwari
  12. 12. Strategies for effective listening <ul><li>Creating a conducive environment: proper acoustics and shutting off physical noises, mobile phones etc. </li></ul><ul><li>Opt for face to face channel </li></ul><ul><li>Open mindedness </li></ul><ul><li>Avoid distractions </li></ul><ul><li>Communicate as a listener with non verbal ways </li></ul><ul><li>Communicate as a listener with your verbal ways </li></ul>Prof. Anupama Tiwari
  13. 13. <ul><li>Be patient listener and do not respond till you listen completely </li></ul><ul><li>Understand also the nonverbal ways along with the words of the speaker </li></ul><ul><li>Good listeners focus on content and not delivery </li></ul><ul><li>Be curious to know more rather than being content with what you know </li></ul><ul><li>Develop willingness to accept others ideas </li></ul>Prof. Anupama Tiwari
  14. 14. Listening for business <ul><li>Listening to customers: </li></ul><ul><li>believe in the customer </li></ul><ul><li>listen actively </li></ul><ul><li>apologize </li></ul><ul><li>satisfy </li></ul><ul><li>“ Active listening,&quot; goes beyond comprehending literally to an empathetic understanding of the speaker. </li></ul>Prof. Anupama Tiwari
  15. 15. That’s it!!! Prof. Anupama Tiwari