This document discusses various aspects of listening and communication skills. It covers the different stages of listening including receiving, interpreting, remembering, evaluating and responding to information. It also discusses the differences between passive and active listening. Active listening involves repeating, paraphrasing and reflecting on what the speaker says to fully understand their intended meaning and feelings. The document also touches on the importance of silence, networking skills like listening and empathy, analyzing cultural differences, and the significance of non-verbal communication alongside verbal messages.

1. SLIDE1 :
 Receiving: what we hear is often blocked out by external noise,
distraction, our lack of concentration or lack of interest in the subject
matter.
 Interpreting: the use of a different, unfamiliar frame of reference,
values, concepts, attitudes and bias may also impede our understanding.
 Remembering: the process of storing for future reference, taking notes
and summarizing.
 Evaluating: making a judgmentregarding accuracy of facts, opinions, the
quality of evidence and reliability of data.
 Responding: this involves various types of feedback as a resultof what is
heard, which may include verbalresponse, laughter, silence, applause
and non- verbal responses such as nodding or shaking the head,
frowning and smiling.
Listening skills divided into two ?
SLIDE2 :
1. Passivelistening is as important as active listening. Itcan show how we
feel about whatwe are listening to, displaying such emotions ranging
frompleasure and agreement to boredom or even hostility.
In passive listening, the listener only listens, whereas, in active
listening, listener keeps himself in other activities like analyzing,
evaluating and summarizing.
2. Active listening is a training technique devised in 1977 by Thomas
Gordon. Itdescribes a way of focusing on the speaker so that the listener
absorbs notonly the meaning that the speaker wants to communicate,
but also the meaning behind the meaning, that is, emotions and feelings.
As a listening technique, it comprises three stages:
1) Repeating: in the repeating stage, we listen and show
interest. We may nod or make verbalsignals to show weare
listening. We pay attention and establish eye contact and
we may show we are listening by giving feedback, using
exactly the same words used by the speaker.
2) Paraphrasing: when it comes to responding, weenter the
paraphrasestage. This involves the same processes as

2. repeating, but it is also important to give feedback by using
similar phrases to the speaker.
3) Reflecting: the final stage occurs when wegive feedback to
the speaker using our own words and approach.
SLIDE3 :
 Silence
 What is immediately obvious aboutactive listening is that it is a much
more reflective, quieter and calmer process. Itallows us to absorb how
the speaker feels as well as the actual message. Itallows time for us to
reflect and to formulatein our turn a reasoned responsewhich agrees
common ground, but also allows us to state our own point of view.
Silence is much more of a tradition in countries like Japan, China and
Finland.
SLIDE4 :
 Networking
 Networking is a very usefulway of gaining information, researching a
problem and opinion making. Itis often the key to successfulbusiness
relationships, and the conversation around the water- cooler, the
formalbanquet and the coffee break are all networking opportunities to
get to know people personally.
1. Three qualities are essential to effective networking:
2. the ability to listen, which we have covered earlier in this
chapter;
3. the ability to empathize; the ability to ask questions.
SLDE5 :
 The UNEC projectIn 2008, theEU Uniting Europe through Culture
(UNEC) projectprovided a formula for analysing cultural differences. It
identified five steps for dealing with cultural communication
misunderstanding and behaviouraldifferences by analysing cultural
experience:
I. Know your own culture. Understand whathappens in your
own culture.

3. II. Identify difference. Examine what is differentin the foreign
culture fromthe expected communication styleor
behaviour in your own culture.
III. Empathize. Attempt to understand why people in the
foreign culture communicate or behave in different ways
fromwhat you expect.
IV. Use your cross- culturalskills to manage the difference.
Analysewhat you need to do to adapt in order to achieve a
successfuloutcome.
V. Reflect on what you have learned from the experience and
how it will influence futurebehaviour. Analysewhat you
will do, say and think when you next face a similar situation.
SLIDE6 :
o Non- verbalcommunication (NVC)
‘We speak with our vocal organs, butwe conversewith our whole body’
(Abercrombie, 1970). This quotegives a very apposite description of
what wegenerally call body language.
People convey meaning in NVC through their posture, gestures, eye
contact, the physicaldistancethey keep when communicating and how
they dress. NVC is very often extremely subtle and subconscious. NVC,
often loosely called ‘body language’, should not be considered as
something separatefromspeech, but rather as existing simultaneously
with verbalcommunication. Itgives out messages all the time. The
verbal componentof a face- to- face conversation is less than 35 per
cent and over 65 per cent of communication is done non- verbally
(Mehrabian, 1981). Wecommunicate so much of our message non-
verbally in conversation that, in many cases, the actual words weuse are
not so important. How we communicate (our tone, pitch, loudness,
speed, dialect, etc.) is often more important than our NVC signals.
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