The document discusses active listening and its importance in organizations. Active listening requires listening attentively, understanding what is said, responding appropriately, and retaining information. It helps with personal and professional growth, decision making, relationships, and productivity. True listening is active and involves hearing, paying attention, understanding, and giving feedback, while hearing is a passive process. Barriers to listening include physical, psychological, linguistic, and cultural factors. Effective listening involves limiting interruptions, paying attention, allowing silence, encouraging others to contribute, restating ideas accurately, and demonstrating a receptive attitude. Feedback is also discussed, including its importance in organizations, types of feedback, and how to give and receive it effectively.

1. ACTIVE LISTENING UNIT III

2. ACTIVE LISTENING
Active listening requires listening attentively to a speaker, understand what they’re saying,
respond and reflect on what’s being said, and retain the information for later.
The overall goal of active listening is to eliminate any misunderstandings and establish
clear communication of thoughts and ideas between the speaker and listener

3. IMPORTANCE OF LISTENING IN ORGANIZATIONS
• Helps in personal growth and learning
• Helps in better decision making
• Helps in improving interpersonal relationship and developing bonds
among peers
• Helps in discovering opportunities
• Helps in gaining respect and self-esteem
• Enables better policies
• Mollifies complaining employees
• Paves way for successful open-door policy
• Helps to spot sensitive areas
• Increases productivity
• Increases accuracy
• Enables innovative solutions

4. DIFFERENCE BETWEEN HEARING AND
LISTENING
HEARING
A physical phenomenon and is considered passive
LISTENING
More active and involves hearing, paying attention, understanding, being receptive
and giving feedback when required.

5. 5
HEARING VS LISTENING
Listening Hearing
· voluntary · involuntary
· requires conscious efforts · happens automatically
· active process · passive process
· the listener plays a very active part · the listener plays a
passive part
· a two-way interactive ·a one-way process
process engaging the speaker and the listener

6. You can hear somebody talking but you need
to listen to them to understand what they are
saying.

7. THE LISTENING PROCESS/ SIER MODEL OF
LISTENING

8. TYPES OF LISTENING
•Superficial Listening
•Appreciative Listening
•Focused Listening
•Evaluative Listening
•Selective Listening
•Empathetic Listening

9. BARRIERS TO LISTENING
PHYSICAL BARRIERS
Noise
Physical Discomfort
Physical Distraction
Distance
PSYCHOLOGICAL BARRIERS
Emotional Disturbance
Anxiety
Personal Bias, Attitude,
Mindset etc.
LINGUISTIC BARRIERS
Ambiguous Language
Jargon
CULTURAL BARRIERS
Ethnocentrism
Cultural Differences

10. BEING A BETTER LISTENER
Limit interruptions
Pay attention to what’s being said, not what you want to say.
Be okay with silence.
Encourage the other person to offer ideas and solutions before you give yours
Restate the key points you heard and ask whether they’re accurate
Consider revisiting the topic
Demonstrate a Receptive Attitude
Ask Meaningful Questions
Be Patient
Repeat Important Information and take Notes

11. 11
LISTENING TO STRUCTURED
TALKS
• Pre-listening analysis
• Predicting
• Use of background knowledge
• Intensive listening
• Ability to understand the links between different parts of speech

12. 12
LISTENING AND NOTE TAKING
•Listening
•Filtering
•Paraphrasing
•Noting

13. FEEDBACK
Feedback can be defined as the response that a receiver makes to a message and is
generally what is desired by a sender after sending a message.

14. IMPORTANCE OF FEEDBACK IN ORGANIZATIONS
1. Help them perform better and communicate more effectively
2. Guide them regarding required behaviours or procedures
3. Make them find out how their behaviour impacts others
4. Indicate the difference between the attained level and the desired level of
outcome

15. TYPES OF FEEDBACK
a) Verbal
b) Non Verbal
c) Positive
D) Negative
e) Constructive

16. GIVING EFFECTIVE FEEDBACK
•Concentrate on the behaviour, not the person
•Be specific
•Be realistic
• Be timely
•Offer continuing support

17. RECEIVING FEEDBACK EFFECTIVELY
•Listen to the feedback given
•Be aware of your responses
•Be open
•Understand the message
•Reflect and decide what to do
•Follow up