it is regarding business communication

2. Listening as the process of receiving,
constructing meaning from, and responding to
spoken and/or nonverbal messages”.
- The International
Listening Association
The word “Listen” derives its roots in
the Germanic language from the word
“Hlysnan” which means to pay
attention. The first communication
skill we engage in the moment we are
born is listening. It is how we learn
and acquire language.

4.  HEARING
THE SENSORY PERCEPTION OF SOUND
ATTENDING
A MENTAL AND PSYCHOLOGICAL
EFFORT WHICH INVOLVES
CATEGORISATION &
PRIORITISATION OF MESSAGES.

5. COMPREHENDIN
G
REMEMBERING,
UNDERSTANDING,
INTERPRETING AND
GRASPING THE
MESSAGE.
EVALUATING
ANALYSING THE INFORMATION
AND DRAWING THE
CONCLUSIONS.

6. RESPONDING
ACKNOWLEDGEMENT, REACTION, FEEDBACK THROUGH
GESTURES, SMILES, NODDING ETC.,

7. TYPES OF LISTENING

8. It is the first and foremost type of
listening in which we learn to
discern the difference in sound.
The best example of
discrimnative listening as a
phenomenon is the way a child
learns to speak.
For example:
- Singling out a single noise from
a noisy crowd.
Listeners primary concern is to
understand the message.
Listeners are successful when the
meaning they assign to messages
is as close as possible to that
which the sender intended.
E.g; Listening to lectures

9. APPRECIATIVE
LISTENING
When the listener gains
pleasure/satisfaction from
listening to a certain type of
music, poetry or even the stirring
words of a great leader.
Appreciative sources might also
include:
 Particular charismatic
speakers or Entertainers
COMREHENSIVE
LISTENING
Comprehensive listening is what
the message means to the
listeners and how they
understand it in different ways.
Listening comprehension involves:
 Speech decoding (sound, word,
accent recognition)
 Comprehending (identify central
theme, concentrate and
understand, deduce incomplete
information, decode unfamiliar
words).
 Oral discourse(critical skills,
attitude analysis, inferential
skills).

10.  Critical listening is that type of
listening where listeners have to
evaluate the message.
 Listeners have to critically
respond to the message and
give their opinions.
 This form of listening involves
analysis, critical thinking as well
judgment
 It focuses on spoken message
and the emotions of the
individual.
 It includes understanding the
non-verbal cues.
 Involves listening to other
person by putting oneself in the
physiological position of that
other person .

12.  A way of listening and responding to another
person that improves mutual understanding.
 A way of paying attention to other people that can
make them feel that you are listening them.

13. OBSERVE • NON VERBAL BEHAVIOR
• NOT DOING ANY OTHER ACTIVITY
WHILE LISTENING
FOCUS
• RESPONDING THROUGH GESTURES &
FEEDBACK.
ACKNOWLEDGE
RESPECT • LET THE SPEAKER FINISH

16. Listening without responding.
 Interest in understanding what
the other person is saying.
 The speaker is not interrupted in
any way..

17. PRINCIPLES OF
LISTENING

18. STOP TALKING
Don't talk, listen.
When somebody else is talking
listen to what they are saying, do
not interrupt, talk over them or
finish their sentences for them.
Stop, just listen
PREPARE
YOURSELF TO
LISTEN
Relax.
Focus on the speaker.
Put other things out of mind

19. Put the speaker
at ease
• Help the speaker to feel free to
speak
• Nod or use other gestures
• or words to encourage them to
continue
• Maintain eye contact but don’t
stare
Remove
distractions
• Focus on what is being said.
• Avoid unnecessary interruptions

20. Empathize..
Try to understand the
other person’s point of
view.
Let go of pre-conceived
ideas.
By having an open mind
we can more fully
empathise with the
speaker.
Be Patient
A pause, even a long pause,
does not necessarily mean
that the speaker has
finished.
Be patient and let the
speaker continue in their
own time, sometimes it
takes time to formulate what
to say and how to say it.

21. •Try to be impartial.
•Don't become irritated.
•Focus on what is being said and
try to ignore styles of delivery
Listen to the toneA
good speaker will use both
volume and tone to their
advantage to keep an audience
attentive
It helps you to understand the
emphasis of what is being
said.

22. •Listen for ideas-not
words
•The most difficult aspects of
listening is the ability to link
together pieces of information to
reveal the ideas of others.
•You need to get the whole picture
not just isolated pieces and bits.
Wait and watch
for non verbal
communication

25. Determine the
concepts and
central ideas of
the message
The best gauge to know
whether you are listening or just
hearing is whether or not you
are actively looking for the
central idea of what is being
said.
Learn to adapt
to the speakers
Appearance,
Personality and
Delivery
Don’t judge a book by its cover.
Not every one is blessed with
dashing looks
Beyond appearance ,we should
also spend some time coming to
peace with the fact that there
are different personalities, styles
and levels of abilities.

26.  Curb and
overcome
distractions
 It takes very little to jerk our
attention away from the work of
listening…
 Obstacles…
 External noises.
 Psychological activity (worry,
self consciousness,
preoccupation)
 Physical conditions (
temperature ,odour ,light , visual
distractions etc)
 Semantic distractions ( dialects ,
accents , vocabulary)
 Technological distractions
Show the speaker
you are listening
.
 Head nods
 Leaning forward
 Making eye contact

 Stop trying to Jump in and Talk

28. Listening
is the most powerful form
of acknowledgment
…a way of saying,
“You are important.”

29. Listening builds
stronger
relationships..
Creates a desire to cooperate
among people because they feel
accepted and acknowledged.
Listening creates
acceptance and
openness
Conveys the message that
“I am not judging you.”

30. Listening is
critical in
conflict
resolution
Much conflict comes from the
need to be heard. Successful
resolution depends on being a
non- anxious presence.

32. Listening is a far
more complex process
that most people think
{THILL and BOVEE }
Most of us listen at or below a 25%
efficiency rate, remember only about half of
what is said during a 10 minute conversation,
and forget half of that within 48 hours.
”.

33. Resisting Distractions
 Distractions at physical or
mental level.
 We have a pace of thinking
faster than speaking, our
attention begins to wander
while we listen to someone.
 Make conscious effort to
bring our mind back.
 Be alert to the speakers
message that is to be
transmitted.
 Don’t be distracted by
physical appearance and
mannerisms of the speaker.
 Concentrate on the message
that the speaker tries to
convey.
Focus More On the
Manner Of Listening
than on the Matter Of
Listening
Skilled listeners focus on
listening more to the message
than to the matter of listening.
Each speech contains a limited
number of points.
Our adapting to a right manner
of listening makes us identify
these points which, together
convey the main message.

34. DELAYING
EVALUATION
 Give speaker adequate
time to say.
 Do not jump to
conclusions.
 Premature judgment
hampers effective
listening.
 Remember a good
listener keeps
his/her mind open for
ideas or
information and his/her
eyes keen to
TAKING
NOTES
 Learn how to record what we
listen.
 Learning to take notes to keep
a track of the speaker’s
message should be the main
thrust of the listener.
 How a listener drives the
main thrust of the speakers
message home is also very
important
 Note taking technique is to
acquire main points by writing
the key words used by he
speaker.

35. Be alert to
your Body
Language
What you do with your hands,
eyes, face and postures sends
out signals as to whether you
are or aren’t listening to and
understanding what the other
person is saying.
These include…
Yawning, sighing ,Frowning
Crossing arms at chest etc
In conversations
consider the
following
mannerisms
Smiling frequently, looking
into your eyes, keeping eyes
wide open indicates that the
person shows interest in you and
what you are saying.

36. Acknowledging
the Speaker
In addition, the active listeners
usually acknowledge the speaker
verbally by comments such as
‘Umm’,
‘I see’,
‘Really?’
Listen to
someone by
paying
attention…..is the
greatest
compliment we
can give to
another person.

38. Noise:
Interior,
Semantic
Situational
Informatio
n overload
.
All this information can weigh on
our ability to take in or receive
and adequately process and
evaluate what we take in through
our sensory channels.

39. Speaker
Perception
Sometimes we label the speaker
as uninteresting, not a good
speaker, boring or we can look
beyond the perceptions we
may have of the speaker.
Self
Perceptions and
Personal Biases
Self perceptions and personal
biases can include:
Egocentrism
Ethnocentrism
Personal biases
Know-it-all attitude

42. -
GOWSHIKA ELANGOVAN