The document discusses the importance of communication and listening. It notes that communication is a basic human need and is important both socially and individually. Effective communication requires both speaking and listening skills. Listening is an important but often neglected art, as people spend most of their waking hours communicating but listen inefficiently. The document provides tips for assertive, aggressive, and passive communication styles and emphasizes the importance of removing one's own perspective to understand others.

1. The Art of Communication
The Art of Listening

2. Need for Communication
• Very strong in Human beings
• Considered as a basic need,
as in the case of eating, sleeping, etc.
• Established as both a social &
individual need

3. Have something to say and
say it as clearly as you can,
that is the only secret of
style.
Matthew Arnold

4. Understand Audience Memory
Time
Amount of
Speech
Remembered
+
+
-

5. Assertive Communication
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6. Assertive Communication
(3 Cs)
1. Confident
2. Clear
3. Controlled
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7. Effective communication is 2-
way depends on speaking and
listening

8. One day, the father of a very wealthy
family took his son on a trip to the
country with the express purpose of
showing him how poor people live.

9. They spent a couple of days and nights
on the farm of what would be
considered a very poor family.

10. On their return from their trip, the
father asked ,"How was the trip?"
"It was great, . "Did you see how poor
people live?" the father asked.
"Oh yeah," said the son. "So, tell me,
what did you learn from the trip?"
asked the father.

11. The son answered: "I saw that we have one
dog and they had four. We have a pool that
reaches to the middle of our garden and
they have a stream that has no end.
We have imported lanterns in our garden
and they have the stars at night.
Our courtyard reaches to the front yard
and they have the whole horizon.

12. We have a small piece of land to live on and
they have fields that go beyond our sight.
We have servants who serve us, but they
serve others.
We buy our food, but they grow theirs.
We have walls around our property to
protect us, they have friends to protect
them."

13. The boy's father was speechless.
Then his son added, "Thanks Dad for
showing me how poor we are."
Isn't perspective a wonderful thing?

14. Aggressive Communication
• Must have the last word
• Talking over the other person
• Out of control emotion
• Blaming
• Talking down
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15. Anyone can become angry. That’s
easy. But to be angry with the right
person and to the right degree and at
the right time for the right purpose
and in the right way is not so easy.

16. Passive Communication
• Quiet
• No eye contact
• Withdrawn
• Sulking
• Submissive
• Fearful
• Appeasing
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17. Icebergs beneath
Passive Communication
• It’s wrong to complain.
• I don’t really care. It doesn’t matter.
• I’ll make enemies if I speak my mind.
• No one ever really changes anyway.
• It’s more important that people like me, than to
be right.
• I don’t like conflict.
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18. Listening - a neglected art
We spend between 50 and 80 percent
of our waking life communicating
On average, half of that
communication time is spent in
listening.

19. Listening - a neglected art
Most individuals are inefficient
listeners
Inefficient and ineffective
listening is extraordinarily costly

20. Listening - a neglected art
Learned Used Taught
Listening 1st Most (45%) Least
Speaking 2nd Next most
(35%)
Next least
Reading 3rd Next least
(16%)
Next most
Writing 4th Least (9%) Most

21. Spoken words only account for 30
-35% of the meaning. The rest is
transmitted through nonverbal
communication that only can be
detected through visual and auditory
listening

22. The average person talks at a rate of
about 125 – 175 words per minute,
while we can listen at a rate of up to
450 words per minute

23. Physicians interrupt 69% of patient
interviews within 18 seconds of the
patient beginning to speak. As a
result, in 77% of the interviews, the
patient’s true reason for visiting was
never elicited .

24. Listening creates acceptance and
openness
…conveys the message that
“I am not judging you.”

25. When you've learned how to Listen,
well that's when you've learned
everything you need to know in your
life!"

26. Bad Listener
• Pretending to pay attention when you
are not
• Trying to do other things while
listening
• Deciding the subject is uninteresting
• Getting unfocused by the speaker’s
way of speech, or other mannerisms

27. Bad Listener
• Getting over-involved and thus losing
the main thread
• Letting emotion-filled words arouse
personal anger and enmity
• Concentrating on any distractions
instead of what is being said
• Avoiding anything that is complex or
difficult

28. We are blessed with two ears
and one mouth - a constant
reminder that we should
listen at least twice as much
as we talk.

29. Before I can walk in another person’s
shoes,
I must remove my own.

30. Finally... some body Facts
• You have over 630 muscles in your body.
• It takes the interaction of 72 different muscles to
produce human speech.
• The strongest muscle in your body is your tongue.
– use it effectively
• You have over 30 muscles in your face to help you smile
or frown.
– 17 muscles to smile
– So... smile everytime you see someone – it’s easier!

31. "Perhaps you will forget tomorrow
the kind words you say today, but
the recipient may cherish them over
a lifetime.“

32. Thanks
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