390 33 Powerpoint Slides 9 Developing Effective Listening Skills Chapter 9
EFFECTIVE LISTENING SKILLS
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Transcript of EFFECTIVE LISTENING SKILLS
EFFECTIVE LISTENING SKILLS
Communication Skills
Barriers to effective communication
• Comfort of the language• Lacking clarity• Using stereotypes and generalizations• Jumping to conclusions• Using disconfirming responses• Lacking confidence
•Lack of listening Skills
What is Listening?
• To hear something with thoughtful attention : give consideration
"We were given two ears but only one mouth, because listening is twice as hard as talking."
What is Listening?
– to receive information – to understand effectively– to enhance clarity– to empathize
Objective of Listening is…
Communication Skills
Objective
to receive information to understand effectively to enhance clarity to empathize
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Why Listen?
Listening – why is it important?
Writing
Reading
Speaking
Listening
Ord
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whi
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Order in w
hich we lea rn
9%
16%
30%
45%
Communication SkillsImportance of Listening
Types of Listening
Active listening. You listen closely to content and intent. What emotional meaning might the speaker be giving you? You try to block out barriers to listening. Most importantly, you are non-judgmental and empathetic.
Types of Listening
Passive listening (Inactive listening). The definition of this is the old adage, “In one ear and out the other.” You hear the words, but your mind is wandering and no communication is taking place.
Types of ListeningSelective listening. You hear only what you want to hear. You hear some of the message and immediately begin to formulate your reply or second guess the speaker without waiting for the speaker to finish.
Types of Listening
Reflective Listening. This is active listening when you also work to clarify what the speaker is saying and make sure there is mutual understanding.
Types of Listening
Empathetic Listening: Listening something with empathy is known as empathetic listening. Empathy refers to emotions.
Eg: Listening to a sad event, we need to listen with sad emotions
Hearing Vs. Listening!
Differences
Hearing is like breathing, it is automatic. It is physical
Effective Listening is a skill which can be achieved only through Practice. It is intellectual.
• Hearing is an involuntary, physical and biological act
• There is no understanding or appropriate response
• Listening is a conscious act
• Listening involves hearing, receiving, comprehending and responding appropriately
Hearing Vs Listening
4 Types of Listeners
• The Non-Listener HEARING
• The Marginal Listener
V/s• The Evaluative Listener
• The Active ListenerLISTENING
Advantages of Listening
• Good Listening leads to positive attitude, cordial relations and better participation.
• It helps us to understand the customer better• Helps you to build rapport with the
customer and thus gain his confidence• It increases productivity• Provides valuable information for the
purpose of decision-making.
• The Listener keeps looking at the speaker
• The Listener’s body is in ‘open’ position
• The listener is smiling with a pleasant & encouraging expression• Listener looks relaxed but alert, neither tense nor slouching• Listener utters humming sounds
What Good Listening Looks like...Communication Skills
3 Skills for Good Listening
• There are 3 levels to listening:–Attending skills–Following skills–Reflecting skills
Attending Skills
Positive body posture
Establishing eye contact
Moving in response to the speaker
Nodding and making receptive verbal signals.
Following Skills
Demonstrating InterestComments such as-”Really, I see……”Asking open-ended questions
Reflecting Skills
Rephrasing what the speaker has said
Reflecting emotions
Reflecting implications
LISTEN!! FOR THE WORDS AND THE EMOTIONS
If No, Then…..Why not?
Do we always Listen?
5 Reasons why we don’t listen
• Listening is hard work• Competition for our
attention• Fast pace of Life• Speed differences in the
rate of speaking and understanding.
• Lack of training
Barriers to Listening
• Noise• Physical Environment• Accent / Delivery of the Speaker• Assumptions• Self Esteem• Prejudices• Perception• Preoccupation• Lack of feedback
– Questions– Paraphrasing
• The Listener keeps looking at the speaker• The Listener’s body is in ‘open’ position• The Listener is smiling with a pleasant & encouraging expression• Listener looks relaxed but alert, neither tense nor slouching• Listener utters humming sounds
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Qualities of a Good Listener
Tips to Good Listening
• Listen carefully. Helps you to:– Understand– Comprehend – Evaluate
• Careful listening will require a conscious effort on your part.
• You must be aware of the verbal and nonverbal messages (reading between the lines).
• Be mentally and physically prepared to listen.
Tips to Good Listening
• You can't hear if YOU do all the talking. Don't talk too much.
• Listen with empathy. • Be courteous; don't interrupt. Take notes if you
worry about forgetting a particular point.• Avoid stereotyping individuals by making
assumptions about how you expect them to act. This will bias your listening.
Tips to Good Listening
• Listen to how something is said. Be alert for the emotions behind the words.
• Listen without thinking about how you're going to respond
• Make certain you give the customer to an opportunity to voice their opinions. Don't dominate the conversation.
• Maintain good body posture
Final Tips to Good Listening
• Maintain eye contact with the instructor• Focus on content than on the way that it
is being said.• Avoid selective listening• Avoid distractions• Ask questions to stay active and
interested.• Face the speaker• Maintain eye contact• Respond appropriately – say yes, nod, etc.• Do not be preoccupied with your own
thoughts.
LISTEN
SILENT