The document discusses listening as the most important communication skill. It defines listening as an active mental process compared to merely hearing, which is a passive physical process. Effective listening involves a 4 step process of listening, questioning, reflecting, and agreeing. Traits of poor listening include interrupting, judging, and having preconceived notions. The document provides 10 commandments for effective listening, such as concentrating, paraphrasing to confirm understanding, being patient, and listening to understand rather than oppose. It also provides background information on Sheena Agarwal and her image consulting firm Urbanista.

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URBANISTA IMAGE CONSULTING LLP
Listening: The most used communication skill

3. ”Most people do not listen with the intent to
understand, they listen with the intent to reply ”
Enhance

4. Listening Vs Hearing
Most people tend to be "hard of listening" rather than "hard of hearing."
Hearing-Physical Process: Natural : Passive
Listening: Mental and Physical Process: Acquired Skill:
Active

5. ActiveListening-4 StepProcess
 Listen
 Question
 Reflect-Paraphrase
 Agree
"We have two ears and one tongue so that we would listen more and talk less." --Diogenes

6. Traits of Poor Listening
⇢ Constant interruption
⇢ Criticizing Delivery or Physical Appearance
⇢ Faking Attention
⇢ Listening only for facts
⇢ Early dismissal of subject as boring
⇢ Judging
⇢ Previously formed notion

7. Listening is half the work done. Its also important to be a good communicator
⇢ Who are the people who are easiest to
listen to?
⇢ What makes it easy to listen to them?
⇢ Who are the people you listen to the least?
⇢ What is it about them that makes it
difficult to listen to them?
Say it Right!

8. Ten Commandments of
Effective Listening
• Stop talking! You cannot listen when you are talking. You will only be thinking about what you are
going to say next instead of paying attention to what the other person is trying to say. Consciously focus your
attention on the speaker.
• Put the speaker at ease: Relax, smile, look at the speaker and help that person feel free to
talk. Look and act interested. Remove distractions: turn off the TV; close the door; stop what you are
doing, and pay attention.
• Pay attention to the nonverbal language of physical gestures, facial expressions, tone of
voice, and body posture. An authority on nonverbal language says that 55 percent of the message
meaning is nonverbal, 38 percent is indicated by tone of voice, and only 7 percent is conveyed by the words
used in a spoken message.
• Listen for what is not said. Ask questions to clarify the meaning of words and the feelings
involved, or ask the speaker to enlarge on the statement. People often find it difficult to speak up
about matters or experiences that are very important or highly emotional for them. Listen for how the
speaker presents the message. What people hesitate to say is often the most critical point.
• Paraphrase. Know exactly what the other person is saying. Reflect back what the other person has said in
a "shared meaning" experience so you completely understand the meaning and content of the message
before you reply to it. A good listener does not assume they understand the other person.

9. • Listen to understand, not to oppose. Avoid arguing mentally.
• Concentrate on "hidden" emotional meanings. What are the real feelings behind the words? What is
the tone of voice saying? What does the emphasis on certain words mean? Notice how the meaning of the
following question is changed when you change the emphasis from one word to the next.
– What do you want?
– What do you want?
– What do you want?
– What do you want?
• Be patient. Don't interrupt the speaker. This is disrespectful and suggests you want to talk instead of
listen. Allow plenty of time for the speaker to convey ideas and meaning. Be courteous and give the speaker
adequate time to present the full message.
Ten Commandments of
Effective Listening

10. IN THE MEDIA

11. Body Language Expert
International Etiquette Expert
Business Protocol
Communication Expert
Personal Branding Expert
 Devoted to inspiring people to be their best version, Sheena Agarwaal founded
Urbanista Image Consulting LLP in 2010.
 Sheena attended Mayo College in Ajmer, Rajasthan.
 Christ College, Bangalore, where she graduated in Human Resource,
 She has done her Post Graduation from Mudra Institute of Communications,
Ahmedabad and specializes in Digital Media and Brand Management.
 Trained by master trainers Carla Mathis, Christina Ong and Lynne Marks,
along with the unparalleled background in the arena of Image Consultancy,
 she is a Neuro Linguistic Practitioner and one of India’s first Reach Certified
Personal Brand Strategist.
• Director Urbanista Image Consulting LLP, REACH Personal Brand
Strategist
Experience
Skills
• Finance Analyst with Goldman Sachs
• Worked with Big Cinemas, Apollo Munich Life Insurance, Shoppers Stop,
IIT Chennai, TiE, Ranjan Narula Associates, Beetle, Bharti Foundation,
Vodafone and GE.
About Sheena Agarwal

12. ABOUT URBANISTA IMAGE CONSUTLING
Established in the year 2010, Urbanista Image Consulting LLP is the renowned Image Consultancy firm
based out of New Delhi, India and was founded by Sheena Agarwal one of India’s first certified Image
Consultant and Reach Personal Brand Strategist.
With the vision to enable people to express their core competence and brand values effectively, Urbanista
Image Consulting works on three broad aspects of Powerful Presence: Appearance, Behaviour and
Communication.
We are committed to positively impacting lives, which in turn leads one to securing better opportunities and
higher recognition and delivering noticeable results for clients - both at an Individual and Corporate level.
An innovator in Image Management, we conduct consultations and workshops for individuals or groups
respectively, on matters related to Executive Presence, Communication Skills, Body Language, Business
Protocol, International Etiquette, Storytelling and Personal Branding.
With a desire to bring internationally acclaimed Master Trainer from across domains to Indian Shores, in April
2014 we hosted Master Trainer Carla Mathis from United States of America in New Delhi, India to train
aspiring Image Consultants and look forward to host many such trainers from across the spectrum in the
near future.
We creatively use the theory of evolution on all our clients that involve not just superficial verbal consultation
but a total involvement and a sensitive approach.
We encourage you to contact us and discuss how to enhance your personal and professional presence.

13. www.facebook.com www.twitter.com www.urbanista.in +91 852 797 8886 Building No 845, Ist Floor,
Ghittorni, New Delhi - 110030
“Image is not about beautification. Its about projection of your purpose, goal
and objective, in life. We help you create a brand that speaks for itself, day
on day!”
~Sheena Agarwal~