The document discusses the importance and techniques of effective listening, outlining a structured process that includes paying attention, interpreting, evaluating, and responding. It identifies barriers to effective listening, such as physical, psychological, and semantic noise, and offers strategies to improve listening skills. Additionally, it highlights the role of active listening in relationship building, productivity, and conflict resolution.

1. Chapter-4
LISTENING
Venkatesh.N
Koshys Institute of Management
Studies

2. Listening
• What is listening? Why is it important for us
to learn listening skill? In this lesson, we will
know how effective listening can bring
benefit to our life and what are the steps to
become effective listeners.

3. Listening Structure

4. The Steps of listening…..
1.Look at the person, and suspend other things you
are doing. (pay attention)
2. Listen not merely to the words, but the feeling
content. (Speaker’s words, feelings)
3. Be sincerely interested in what the other person
is talking about. (the subject,matter,information)
4. Restate what the person said.(understand)
5. Ask clarification questions once in a
while(confirm)
6. Be aware of your own feelings and strong
opinions.
7. If you have to state your views, say them only
after you have listened.(feedback to the sender)

6. The Process of Listening
• Sensing
• Interpreting
• Evaluating
• Responding

7. Professor Venkatesh N

8. Hierarchy of Active Listening

9. Hierarchy of Active Listening
1. SENSING
• Begins by hearing, seeing and receiving the verbal and
nonverbal aspects of the message.
• Concentration is required in this phase.
• The receiver's positive body language help the sender
deliver the message properly.
2. INTERPRETING
• After receiving the message, receiver must interpret
and place it in meaningful context.
• The speakers speech is linked to the verbal and non-
verbal elements of the message.
• Interpreting helps insure that the receiver is
understanding corresponds to the sender's meaning.

10. Contud….
3.EVALUATING
• Active listening occurs at the evaluation phase after the
interpretation phase.
• The receiver must sort fact from opinion.
• The receiver needs to judge the message based on its
strengths and weaknesses and how well it is liked or
disliked.
• The evaluation phase consists of both logical and emotional
components.
4. RESPONDING
• Two-way communication requires the receiver to respond
to the sender. It provides feedback to the sender on how
well the message has conveyed and encourages further
interaction between the two parties.
• Responses can be both verbal and non-verbal.

12. Importance of Active Listening
• Respect
• Trust
• Productivity
• Accuracy
• Enhances Relationships
• Conflict Resolution

13. Contund…..
• Learning
• Confidence
• Innovative solutions
• Reduces negative assumptions

14. BARRIERS TO EFFECTIVE LISTENING

15. BARRIERS TO GOOD LISTENING
A barrier is anything that gets in the way
of clear communication. Below is a list of
barriers that are listed in three categories.
The three types of barriers are
physical,
psychological and
semantic.

17. BARRIERS TO GOOD LISTENING
• Physical Barriers consist of any sound that
prevents a person from being heard. Physical
noise interferes with a speaker’s ability to
send messages and with an audience’s ability
to receive them.
• Examples: whispers, (Speak very softly using
one's breath rather than one's throat, esp. for
the sake of secrecy.) cheers, passing cars or
intercom interruptions

18. Barriers of listening..

19. BARRIERS TO GOOD LISTENING
• Psychological Barriers consist of thoughts and
feelings that distract people from listening to what
is said are called psychological. The noise interferes
with the audience’s concentration and ability to
hear a speaker’s presentation.
• Examples: people not paying attention because
they are absorbed in their own thoughts, jumping
to conclusions, faking attention, yielding to
distractions, over-reacting to emotional words and
tuning out topics that one considers to be dull.

20. BARRIERS TO GOOD LISTENING
• Semantic Barriers are interferences that are caused
by words that trigger strong negative feelings
against the speaker or the content of the speech is
called semantic noise. Semantic noise leads to
misunderstanding, as well as unpleasant and
distracting nonverbal feedback from the audience.

21. Listen-Listen man……

22. How to Improve Listening Skills
• "We were given two
ears but only one
mouth, because
listening is twice as
hard as talking."

23. So what to do?
• Listen to something you enjoy
• Listen for the main ideas
• Listen for specific information
• Identify stresses and reductions
• Get meaning from context

24. Con’t
• Most beginners get difficulty due to the lack of
vocabularies, pronunciation and grammar.
- Listen to the cassette without reading the text/
dialogue once or twice. When you find difficulty in
grasping the meaning, listen again while scrutinizing the
text/ dialogue.
- Pay attention carefully to the pronunciation and
intonation. If you want to improve your pronunciation,
listen and repeat the dialogue/ text by pausing each
sentence.

25. How to improve listening skills in
English

26. Con’t
• After listening to the text/ dialogue, do the exercise
and check your answer with the answer-key or with
your teacher.
- If you watch TV, select the English program/ film.
Listen to the dialogue carefully without reading the
translation (text).
- Listen to English songs and learn the words. If you
like singing, memorize the words and sing them.
- Practice the above tips everyday although only half
an hour. By practicing the listening exercises many
times, your listening will improve faster.

27. Con’t
• Mentally put yourself in other person’s shoes
• Spend more time listening than talking
• Listen unconsciously to radio, television, movie.
• Ask questions
• Don’t translate – create barrier between speaker and
listener
• Encourage the speaker, provide feedback and
paraphrase to show you are listening
• Don't need to know a lot about a subject to have a
conversation but a desire to learn, understand and
make things interesting
• Take notes, analyze, paraphrase, summarize and ask for
clarification

28. Con’t
• Judge content, not delivery, i.e. what they
say, not how they say it
• Listen optimistically – don't lose interest
straight away
• Do not jump to conclusions
• Concentrate – don't start dreaming – and
keep eye contact
• Do not think ahead of the speaker – you
will lose track

30. Con’t
• Work at listening – be alert and alive
• Keep emotions under control when
listening
• Open your mind – practice accepting new
information
• Breathe slowly and deeply
• Relax physically, get comfortable

31. My experience
• Listen/sing English songs
• Listen to radio, tapes, internet, movies, television. If fine, I
listen attentively; if not, I will just listen relaxingly
• Listen to different fields
• Talk to foreigners, friends.
• Use resources available: internet, tapes, CDs, movies, movie.
Copy files to computers, ipods, mp3, mp4 to listen at home,
on travel…
• Set a goal when listening or talking
• Remember “Failure is mother of success”. Allow ourselves to
make mistakes. Don’t worry! The game is still long!

34. Listen to wide range of audio
materials
• Listen to wide range of audio
materials
Since the recorded texts in
MUET may include dialogues,
radio talk shows, etc, the
more types of audio
materials you have listened,
the more prepared you are.

35. Listen to radio talk shows
• This is another effective
way to boost your
listening skill. Tune in to
your favorite radio station
and enjoy the talk shows.

36. Listen to conversation in the movies
• When watching movies,
sitcoms or dramas, instead
of reading the subtitles, you
should listen to
the conversation between
the actors. If English is not
your mother tongue, you
may find it quite hard to
start. Try to train yourself
not to read the subtitles
but listen carefully to what
the actors are talking about
in

37. Call Centers
• Strong communication skills are a
must for growing of any
organization or for achieving
complete success of any individual.
In a call center arena effective
listening skills are a prerequisite for
efficient performance. With
excellent listening skills of call
center staff the businesses can
ensure that an accuracy and
efficiency level of business
processes can be attained and
therefore, productive level can be
maximized.

39. Thank you
The end
Thank
You
All the
Best for
your 1st
internals

40. With faith you believe and when you
believe you achieve.
Thank
you
All
K
I
M S