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Presented by
Rubina Isidore
IEIBS
EQ
THOUGHT
Dalai Lama says, “When I speak I
only repeat what I already know,
but when I LISTEN, I learn
more…”
WHAT IS HEARING & LISTENING ?
 You hear with you ear and Listen with your heart
 Listening is following and understanding the
sound---it is hearing with a purpose
 Hearing is physical and listening is emotional
 Listening is the absorption of the meanings of
words and sentences by the brain
 A person who incorporates listening with
concentration is actively listening.
TYPES OF LISTENING
 Appreciative listening
 Sympathetic listening
 Empathetic listening
 Therapeutic listening
 Dialogic listening
 Relationship listening
TYPES OF LISTENING
 Discriminative listening
 Comprehension listening
 Critical listening
 Biased listening
 Evaluative listening
THE PROCESS OF LISTENING
 Receiving
 Attending
 Understanding
 Responding
 Remembering
LISTENING STYLES
 People-oriented
 Content-oriented
 Action-oriented
 Time-oriented
WHY YOU SHOULD LISTEN
 Building trust
 Credibility
 Support
 Getting things done
Information
Exchange
FALLACIES ON:
WHY PEOPLE DON’T LISTEN
 Listening Is Not My Problem
 Listening and Hearing are the Same
 Good Readers are Good Listeners
 Smarter People are Better Listeners
 Listening Improves with Age
 Listening Skills are Difficult to Learn
FACTS
 Experts agree that the
most successful sales
people listen 70% of the
time, and talk only 30%.
People High in
LISTENING use more
AUDITORY WORDS
ATTRIBUTES OF A GOOD LISTENER
 Concentration
 Attention
 Eye contact
 Receptive Body Language
 Understanding of Communication Symbols.
 Objective
 Paraphrasing
 Questioning/Clarifying
ATTRIBUTES OF A GOOD LISTENER
 Empathy - not sympathy
 Strategic Pauses
 Don't Interject
 Leave the Channel Open
TRAITS OF A BAD LISTENER
 Finding fault with the speaker
 Distraction or Fake Attention
 Listening to the easy material
 Daydreaming
 Body language that signals disinterest
 Force-fitting their ideas into your mental models
 Interrupting the speaker
 Not responding to the speaker's requests
 Intentionally putting the speaker down
ACTIVE LISTENING
HOW TO IMPROVE LISTENING
 Minimize both internal and external distractions
 Adjust your listening to the situation
 Show you’re listening by your nonverbal
communication
 determine the most important points and
develop a method to remember them
 demonstrate empathy
 Save advice for another time
 Don’t interrupt UNNECESSARILY…
 Don’t prejudge a person’s message by the way
he looks
 Stay focused on the subject
 Remain clearheaded, even if the topic is
emotional
ACTIVITY
So start
Listening Skills

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Listening Skills

  • 2.
  • 3. EQ
  • 4.
  • 5. THOUGHT Dalai Lama says, “When I speak I only repeat what I already know, but when I LISTEN, I learn more…”
  • 6. WHAT IS HEARING & LISTENING ?  You hear with you ear and Listen with your heart  Listening is following and understanding the sound---it is hearing with a purpose  Hearing is physical and listening is emotional  Listening is the absorption of the meanings of words and sentences by the brain  A person who incorporates listening with concentration is actively listening.
  • 7. TYPES OF LISTENING  Appreciative listening  Sympathetic listening  Empathetic listening  Therapeutic listening  Dialogic listening  Relationship listening
  • 8. TYPES OF LISTENING  Discriminative listening  Comprehension listening  Critical listening  Biased listening  Evaluative listening
  • 9. THE PROCESS OF LISTENING  Receiving  Attending  Understanding  Responding  Remembering
  • 10.
  • 11. LISTENING STYLES  People-oriented  Content-oriented  Action-oriented  Time-oriented
  • 12. WHY YOU SHOULD LISTEN  Building trust  Credibility  Support  Getting things done Information Exchange
  • 13. FALLACIES ON: WHY PEOPLE DON’T LISTEN  Listening Is Not My Problem  Listening and Hearing are the Same  Good Readers are Good Listeners  Smarter People are Better Listeners  Listening Improves with Age  Listening Skills are Difficult to Learn
  • 14. FACTS  Experts agree that the most successful sales people listen 70% of the time, and talk only 30%. People High in LISTENING use more AUDITORY WORDS
  • 15. ATTRIBUTES OF A GOOD LISTENER  Concentration  Attention  Eye contact  Receptive Body Language  Understanding of Communication Symbols.  Objective  Paraphrasing  Questioning/Clarifying
  • 16. ATTRIBUTES OF A GOOD LISTENER  Empathy - not sympathy  Strategic Pauses  Don't Interject  Leave the Channel Open
  • 17. TRAITS OF A BAD LISTENER  Finding fault with the speaker  Distraction or Fake Attention  Listening to the easy material  Daydreaming  Body language that signals disinterest  Force-fitting their ideas into your mental models  Interrupting the speaker  Not responding to the speaker's requests  Intentionally putting the speaker down
  • 19. HOW TO IMPROVE LISTENING  Minimize both internal and external distractions  Adjust your listening to the situation  Show you’re listening by your nonverbal communication  determine the most important points and develop a method to remember them  demonstrate empathy
  • 20.  Save advice for another time  Don’t interrupt UNNECESSARILY…  Don’t prejudge a person’s message by the way he looks  Stay focused on the subject  Remain clearheaded, even if the topic is emotional