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Listening Skills

By Prof. Devika Trehan

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Time spent communicating

Based on the research of:Adler, R., Rosenfeld, L. and Proctor, R. (2001)

Interplay: the process of interpersonal communicating (8th edn), Fort Worth, TX:Harcourt.

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Fast Facts

We listen at 125-250 wpm, think at 1000-3000 wpm.

75% of the time we are distracted, preoccupied orforgetful.

20% of the time, we remember what we hear

More than 35% of businesses think listening is a topskill for success.

Less than 2% of people have had formal education with

listening

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But not practiced effectively

70% of allcommunication is

Misunderstood

Misinterpreted

Rejected Distorted

Not heard

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WHAT IS LISTENING?

If you ask a group of people to givea one word description of listening,some would say hearing.

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BUT LISTENING

Is following and understanding thesound---it is hearing with a purpose.

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DEFINITION OF

LISTENING The process of receiving, constructing

meaning from, and responding to

spoken and/or nonverbal messages; tohear something with thoughtfulattention

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Listening

vs. Hearing Hearing- physical process; natural;

passive

Listening- physical & mental process;active; learned process; a skill

Listening is hard!You must choose to participate in the

process of listening.

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LISTENING IS..

ACTIVE

EMOTIONAL

GETTING DEEP INTHE EXPERIENCE

I KNOW and ICARE ABOUT YOU

HEARING IS..

PASSIVE

PASSIONLESS

NEVER GETTINGBEYOND THE GLOSSY

EXTERIOR.

I ONLY CARE ABOUTME AND I DON'T EVEN

WANT TO KNOW YOU.

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Listening is a consciousactivity based on three

basic skills:

1) Attitude

2) Attention

3) Adjustment

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1)AttitudeMaintain a constructive Attitude

2)AttentionStrive to pay Attention

3)AdjustmentCultivate a capacity forAdjustment

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Listening is neededeverywhere

Listening skills form the

basis of: Continued learning

Teamwork skills

Management skillsNegotiation skills Emotional intelligence

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better understand assignments and what is expected ofyou;

build rapport with co-workers, bosses, and clients;

show support;

work better in a team-based environment;

resolve problems with customers, co-workers, and bosses;

answer questions; and

find underlying meanings in what others say.

Listening is neededeverywhere

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LISTENING PROCESS

UNDIVIDED ATTENTION

HEARING

UNDERSTANDING

INTERPRETING

EVALUATING

EMPATHIZING

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GOODListening

BADListening

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BADListening

is a form of non-listening in whichsomeone only pretends to

listen when they reallyare not.

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POOR/ BAD Listening

Not Paying Attention

Pseudolistening.

Listening But Not Hearing

Rehearsing.

Interrupting

Hearing What is Expected

Feeling Defensive

Listening for a Point of Disagreement

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Active or GOOD Listening

Concentration

Attention

Eye contact

Receptive Body Language

Und. of Communication Symbols.

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Active or GOOD Listening

Objective

Restating the message.

Questioning/Clarifying.

Empathy - not sympathy

Leave the Channel Open.

Don't Interject.

You can not listen while you are talking

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Active listeners speak 30% of the time and

listen 70% of the time. Sometimes, wehave to try hard not to interrupt the onlyacceptable reason is to clarify or confirm

what has been said.

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Why is active listening difficult? When people are preoccupied with current

life stresses or difficult situations, it is hard

for them to listen. Anxiety can make it hard to listen. Being angry at the person who is talking also

makes it hard to listen.

Having an idea in mind of what a personshould do makes it hard to listen to that

person's point of view.

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ACTIVE LISTENING BARRIERS

EXTERNAL BARRIERS INTERNAL BARRIERS

Internal Barriers WithinThe Listener

Internal Barriers Within

The Speaker

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External Barriers

noises clutter

other interruptions

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Internal Barriers Within the Listener

Comparing Personal Experience

Automatic Talking

Mind-Reading Judging

Day Dreaming

Perceptual Errors

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Barriers Within the Speaker

Expectations Avoidance

Speaking in Code

Boundary

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