6. listening skills in communication
description
Transcript of 6. listening skills in communication
Wasim HasanLecturer in English
MS Applied Linguistics
M.A. English (Linguistics & Literature)PGD in Computer Sciences
PGD in Linguistics
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Listening skills form the basis of:◦Continued learning◦Teamwork skills◦Management skills◦Negotiation skills◦Emotional intelligence
70% of all communication is◦Misunderstood◦Misinterpreted◦Rejected◦Distorted◦Not heard
Difference between Listening and Hearing◦Hearing is a natural ability to detect sounds◦Listening is a skill, which is developed to
understand, interpret the message accurately.
It does not require much of an effort to hear, whereas Listening to be effective, takes much of an effort and time on the part of a listener.
Listening ability varies according to◦Interest in the topic◦Importance of the information◦Length of the message◦Complexity of the message◦The delivery of the message◦Personal problems◦External distractions
Speaker◦ Language◦ Wordiness◦ Semantics◦ Emotions◦ Inflections
Listener◦ Perceptions◦ Preconceived
notions/expectations◦ Physical hearing
problem◦ Speed of thought◦ Personal interests◦ Emotions◦ Attention span◦ No active listening!
Steps involved in Effective Listening:◦Hearing◦Focusing on the message◦Comprehending and interpreting◦Analyzing and evaluating◦Responding◦Remembering
Concepts Related to Listening Ability◦Concentration◦Questioning◦Objectivity◦Note Taking◦Feedback
1.ConcentrationI. Motivation and DemotivationII. Anticipate what the speaker will say nextIII. Focus on the messageIv. Avoid interruption, let the speaker finish first.
2.QuestioningUse of questioning is an effective listening strategy.
It serves two purposes:I. message gets clarifiedII. Speaker gets a positive feedback that a listener is involved.
3. Objectivityi. Minimize the impact of emotion-laden wordsii. Judge content, not deliveryiii. React fairly and sensiblyiv. Overcome distraction; internal as well as external 4. Note Taking
The usefulness of note taking depends on the situation.
5. FeedbackFeed is important in the listening process to that a speaker knows that his/her message is understood.
Good ListenersAttending
◦ Attend to important information
◦ Ready themselves mentally and physically
◦ Listen objectively regardless of emotional involvement
◦ Listen differently depending o situations
Bad Listeners
◦ May not hear what a person is saying
◦ Fidget in chairs, look out the windows, and let their minds wander
◦ Visibly react to emotional language
◦ Listen the same way regardless of the type of material
Good Listeners Understanding Assigned appropriate
meaning to what is said Seek out apparent
purpose, main points and supporting information
Ask mental questions to anticipate information
Silently paraphrase to solidify understanding
Seek out subtle meanings based on non-verbal cues
Bad Listeners Hear what is said but are
unable to understand or assign different meaning to the type of words
Ignore the way information is organized
Fail to anticipate coming information
Seldom or never mentally review the information
Ignore non-verbal cues
Good Listeners Remembering Retain information Repeat key information Take notes Evaluating Listen critically Evaluate inferences Responding
empathically Provide supportive
comforting statements
Bad Listeners Interpret message
accurately but forget it Assume they will
remember Rely on memory alone Understand but unable to
weigh or consider it Accept information at face
value Pass of joy or hurt, change
the subject
ReferencesReferences S. Pfeiffer, William George. (2007)
Technical Writing: A Practical Approach (Englewood Cliffs, NJ: Prentice-Hall)
Bovee & Thill. (2008) Business Communication Today (Prentice-Hall)
Smith-Worthington Darlene, Jefferson Sue. (2008) Technical Writing for Success (Nelson Education, Ltd. USA)