Listening is the most powerful form of acknowledgment

1. The Process ofThe Process of
ListeningListening
We have two ears and one mouth so that we can listen
twice as much as we speak. ~ Epictetus

2. Listening is the most powerful
form of acknowledgment
…a way of saying to your
customer, “You are important.”

3. What is Listening?What is Listening?
• Listening is a highly complex,
interactive process "by which spoken
language is converted to meaning in
the mind” and to hear something
with thoughtful attention.
• Effective communication is 2-way
– depends on speaking and listening

4. L-Look interested-get interested
I-Involve yourself by responding
S-Stay on target
T-Test your understanding
E-Evaluate the message
N-Neutralize your feelings

5. Why is listening important?
Listening will help you in…
•School
•Relationships
•Social groups & organizations
•Making informed decisions
•On the job

6. Fast FactsFast Facts
• We listen at 125-250 wpm, think at 1000-
3000 wpm.
• Of the time spent communicating each day,
45% is devoted to listening.
• Usually a person only remembers
about 50% of what is said to them.
• After eight hours they forget another
1/2 to 1/3 of what was originally grasped
and forget about 75% of what you hear

7. Hearing
Choosing
Understandin
g
Respondin
g
The reception of
sound.
The act of choosing
to focus attention on
the message.
Deciding what the
message means to
you.
Your reaction to the
message. It can be
emotional and
intellectual.
Steps in the listening processSteps in the listening process
Definition of listening:
It is a physical and psychological
process that involves choosing to
listen, understanding, and
responding to symbolic messages
from others.
.

8. RECEIVINGRECEIVING -Hearing-Hearing
• It refers to the response caused
by sound waves stimulating the
sensory receptors of the ear.
• It is physical response.
• You must hear to listen, but you
need not listen to hear .

9. ATTENTION
• Brain screens stimuli and permits
only a select few to come into focus-
these selective perception is known
as attention.
• Selectivity, strength, and
sustainment determine attention.

10. UNDERSTANDINGUNDERSTANDING
• Effective communication depends on
understanding.
• Effective communication does not
take place until the receiver
understands the message.

11. BarriersBarriers
• The same words mean different
things to different people.
• Different words sometimes mean the
same thing.
• Misinterpretation of the action.
• Misinterpretation of non action
symbols and voices.

12. REMEMBERING
• It is important listening process
because it means that an individual
has not only received and interpreted
a message but has also added it to
the mind's storage bank.
• What is remembered may be quite
different from what was originally
seen or heard.

13. EVALUATING
It is a stage in which active listeners
participate.
Ordinary listeners part is over with
remembering.
It is at these point that the active listener
weighs evidence, sorts fact from opinion,
and determines the presence or absence of
bias or prejudice in a message.

14. RESPONDING
• It is important listening process
because the speaker has no other
way to determine if a message has
been received. And there are
different types of responses.
1. Direct verbal responses.
2. Responses that seek clarification
3. Nonverbal responses.

15. FACTORS THAT AFFECT THE LISTENING PROCESSFACTORS THAT AFFECT THE LISTENING PROCESS
• Noise – Internal and external distractions
– Examples: outside sounds, distracting thoughts
• Barriers – Blocks listening/understanding.
– Unfamiliar language, anger,beliefs, fear, hearing
problems, stress, ignorance, tired.
• Memory – 3 types
– Immediate – Recalling information for a brief period of
time.
– Short term – Recalling information for carrying out a
routine or daily task.
– Long term – Recalling information from past
experience.

19. THANK YOU