The document discusses effective listening. It outlines a four step process to listening: receiving, attending, understanding, and remembering or responding. Listening is defined as the art of hearing and understanding what someone is saying. The benefits of listening include breaking down barriers, minimizing losses, and preventing miscommunication. Active listening is important and involves not finishing others' sentences, asking open-ended questions, and keeping conversation focused on the speaker. Several techniques for better listening are provided such as maintaining eye contact, paraphrasing, and reflecting feelings.

1. Effective Listening
Jitin Kollamkudy
1

2. “The principle of listening, someone has said is to
develop a big ear than a big mouth.”
2

3. Process of Listening
Three Step Process
1. Receiving
2. Attending
3. Understanding
4. Remembering/ Responding may or may not
follow
3

4. What does listeningmean ?
Listening is the art of hearing and understanding
what someone is saying.
 Look
 Indentify
 Set- Up
 Tune in
 Examiner
 Note
4

5. Process of Listening
 Sensing Stage
 Interpreting Stage
 Evaluating Stage
 Responding Stage
 Memory Stage
5

6. Advantages of Listening
 It breaks up the barriers between people.
 We can understand each other more
 It minimizes the losses of potential revenues.
 It prevents miscommunication of objectives and
priorities among people.
 It also prevents time loss because of having to
communicate a second or third time to get things
straightened out.
6

7. Benefits of Listening
 Listening helps to know the organization
 Listening helps in making better policies
 Listening mollifies complaining employees
 Listening is important for the success of ‘open
door policy’
 Listening forms a bond of respect
 Listening increases productivity, confidence and
accuracy
 Listening can calm people down.
7

8. ListeningModes
 Combative Listening - Competitive listening
 Active Listening – giving verbal feedback while
listening.
 Passive Listening - listener does not respond
verbally to the speaker.
8

9. Styles of Poor Listening
 The Faker
 The Dependent Listener
 The Interrupter
 The Self Conscious Listener
 The Intellectual Listener
 The Judge & Jury Listener
9

10. Active Listening
 Does not finish others’ sentences
 Does not answer questions with questions
 Is aware of and guards against biases
 Does not dominate the conversation
 Provides feedback
 Asks open ended questions
 Keeps the flow of conversation on what speaker says
 Plans responses when speaker has finished
speaking and not while he / she is speaking
10

11. To Listen Better
 Posture of involvement
 Appropriate body motion
 Eye Contact
 Non Distracting Environment
 Door openers
 Minimal Encouragers
 Paraphrasing
 Reflecting feelings
 Reflecting meanings
 Summative reflection
11

12. Thank You
12