The document discusses effective listening. It identifies listening as the accurate perception of what is being communicated and notes that good listeners are trusted more and seen as competent leaders. It describes different types of listening including active, passive, content, critical/evaluative, and empathic listening. It also outlines the listening process of receiving, interpreting, remembering, evaluating, and responding. Finally, it provides tips for improving listening skills such as looking beyond the speaker's style, fighting distractions, providing feedback, and listening actively.

1. EFFECTIVE LISTENING

2. LISTENING
• ‘Every good communication starts with
listening.’
• Listening is the accurate perception of what is
being communicated.
• People who listen are trusted more than those
who grab the talking stick
• Good listeners are perceived as competent
and capable of leadership.

3. Types of listening
• Active
• Passive
• Content listening
• Critical / Evaluative listening
• Empathic listening

4. Listening process
• Receiving
• Interpreting
• Remembering
• Evaluating
• Responding

5. IMPROVING YOUR LISTENING
SKILLS
• Look beyond the speakers style
– Don’t judge the message by the speaker but by
the argument
– Ask yourself what the speaker knows and you
don’t
– Decrease the emotional impact of what is being
said.

6. • Fight distractions
– Close doors
– Turn off radios or televisions
– Move closer to the speaker
– Don’t interrupt
– Hold your rebuttal until you’ve heard the entire
message.

7. • Provide feedback
– Let the speaker know that you are paying
attention.
– Maintaining eye contact
– Offer appropriate facial expressions
– Paraphrase what you’ve heard.
– Keep all the criticism and feedback positive.

8. • Listen actively
– Listen for concepts, ideas and
facts.
– Analyse the key points
– Keep an open mind
– Ask questions that clarify
– Reserve judgement until the
speaker has finished.
– Take meaningful notes that
are brief and to the point.