1. Listening
Listening vs. hearing
Listening = Hearing + deliberate and
purposeful act of the mind
Most crucial skill required for becoming a
successful manager
Improves work quality and boosts
productivity
Helps to improve speaking
2. What is listening?
“The process of receiving,
constructing meaning from, and
responding to spoken and/or
nonverbal messages.”
3. Types of listening
People listen because:
They want some info from the speaker
Or they enjoy what they are hearing
Discriminative L
Comprehensive L
Critical L
Active L
4. To be a better listener..
Be motivated to listen
Be prepared to listen
Be objective
Be alert to all cues
Make good use of the Thinking-speaking time
difference
Use feedback
Practice listening
Use verbal and nonverbal cues to encourage the
speaker
5. How to ensure better listening
Try to empathise
Adjust your delivery
Utilise feedback
Be clear
Be interesting
6. Non-verbal Communication
All those messages expressed other than
by linguistic means
More impact in conveying meaning than
verbal C
7. Characteristics of Nonverbal C
Primarily communicates emotions,
attitudes
Nonverbal cues substitutes for/
contradicts/ emphasizes/ regulates verbal
messages
NV cues are often ambiguous
NV cues are continuous
NV cues are considered more reliable
They are culture bound
8. Components of NV C
Paralanguage: voice qualities, voice
qualifiers, vocal characteristics, vocal
segregates
Kinesics: posture, gestures, facial
expressions
Proxemics
Use of time
Mode of dress- object communication
9. Studying nonverbal C
Haptics - study of touching: Handshakes,
holding hands, shoulder pat
Chronemics – study of the use of
time:punctuality, willingness to wait, and
interactions.
Oculesics – study of the role of eyes in NV C.
People use their eyes to indicate their interest.
Done through eye contact.
Paralanguage – the study of nonverbal cues of
the voice like tone, pitch, accent etc.
10. More about Body Language -
Kinesics
Kinesics = body movements
Facial expressions,eye
movements/contact, gestures, body
shape/posture, appearance
Reflection of thought, feelings, emotion
Nodding head, blinking eyes, waving
hands, shrugging shoulders – sends
signals and messages louder than words
11. Neuro linguistic
programming11.10.07
The word can be broken down to three distinct words:
1. neuro
2. linguistic and
3. programming.
1. Neuro refers to the brain and neural network that feeds into
the brain. Neurons or nerve cells are the working units used by
the nervous system to send, receive, and store signals that add
up to information.
2. Linguistics refer to the content, both verbal and non-verbal,
that moves across and through these pathways.
3. Programming is the way the content or signal is manipulated to
convert it into useful information. The brain may direct the
signal, sequence it, change it based on our prior experience, or
connect it to some other experience we have stored in our
brain to convert it into thinking patterns and behaviors that are
the essence of our experience of life.
12. Poor listening
Letters may have to be retyped
Meetings rescheduled
Shipments rerouted
Performance affected
13. Barriers to effective listening
Physiological barriers
Environmental barriers
Attitudinal barriers
Poor listening habits
Lack of common experiences