Listen Final Deliver

Welcome

WelcomeWelcome

J. GOPI KRISHNAN

EFFECTIVE

LISTENING SKILLS

INTRODUCTION

•Emphasis on the importance of listening in the workplace

•Cannot manage effectively without good listening skills

•Cannot build teams or consensus

“Communication

is the single

most important

leadership skill

of a Supervisor/Manager.”

Communication Apprehension

Communication Apprehension

Group Discussions

Public Speaking

One on One

Formal Meetings

What are the most common ways we communicate?

Spoken Word

Written Word

Visual Images

Body Language

Com_m_h.ppt: p. 7 Rev. 1/1/01

Methods of Communication

Used Taught/Addressed

Listening 45%

Least

Speaking 30%

Reading 16%

Most

Writing 9%

Listening:

45% of Communication

25% Efficiency

80% of working day involves communication

Com_m_h.ppt: p. 9 Rev. 1/1/019 July 23, 2003

All communication methods are important in training but our emphasis will be upon the spoken word... since

70 % or all our communication efforts are:misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!

Types of Communication

Types of Communication

Speaking

Listening

Non Verbal

Writing

( Hearing is not Listening)

DEFENITION

The process of understanding verbal, vocal & Audio / Video message

Verbal –WordsVocal – VoiceAudio / Video– Other Sounds

LISTENING


Listening & Speaking Listening takes. . .

concentration and energy

curiosity and open-mindedness

analysis and understanding

Speaking requires. . .

sharp focus

logical thinking

clear phrasing

crisp delivery

Meaning Listening Is With The Mind Hearing With The Senses Listening Is Conscious. An Active Process Of

• Eliciting Information• Ideas, Attitudes And Emotions• Interpersonal, Oral Exchange

Types of Listening Informative Listening Vocabulary Concentration Memory Relationship Listening Attending Supporting Empathizing Appreciative Listening Presentation Perception Previous experience

Types of Listening …

Critical Listening Ethos Logos Pathos

Discriminative Listening Hearing Ability Awareness of Sound Structure Integration of non-verbal cues

Stages of the Listening Process

1. Hearing2. Focusing on the message3. Comprehending and

interpreting4. Analyzing and Evaluating5. Responding 6. Remembering

19 July 23, 2003

Listening…the other side of communication

Messages must be received as well as sent.

A good question to ask yourself is, are you really listening or simply waiting for your turn to talk?

If you are thinking about your reply before the other person has finished, then you are not listening!

Too many people see communication as merely speaking.

How good is our listening?

We use only –

¼ th of our listening capacity1/10 th of our Memory potential

We Forget –

50% within 8 hours95% within 1 week – unless efforts are made to Remember

We distort

what little we remember

Basic Communication Skills Profile

Communication

Order Learned Extent Used Extent Taught

Listening First First Fourth

Speaking Second Second Third

Reading Third Third Second

Writing Fourth Fourth First

WHAT IS EFFECTIVE LISTENING?

“Effective communication exists between two people when the receiver interprets and understands the sender’s message in the way the speaker intended it.”

Active Listening presumes:

You are important to me and I understand and accept all as true:

What you think What you need

How you feel What you want

HOW TO BE A GOOD LISTENER?

•Stop talking to yourself•Empathize•Ask questions, But do not interrupt•Concentrate on what is Said•Look at the speaker•Smile / Acknowledge properly•Leave emotions behind•Control Your Anger•Get rid of distractions

REASONS FOR POOR LISTENING

We have-

A short attention span

Thinking speed – 4 x listening speed

Filters fro screening messages

No formal education in listening

HABBITS OF A POOR LISTENER

EYE CONTACT –LOOKS Over your shoulders

Body language –Arms crossed, taps Table

Voice –Passive, in a hurry

HABBITS OF A POOR LISTENER…We do not listen well to those we consider

Inferior

Not Very believable

Not trust worthy

Unattractive

Barriers to Active Listening

Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation

28 July 23, 2003

What causes distortion or the barriers to understanding/listening?

Perceptions Language Semantics Personal

Interests Emotions Inflections

Environment – noise Preconceived

notions/expectations Wordiness Attention span Physical hearing

problem Speed of thought

Barriers to Effective Listening

Internal Barriers:

•Hearing what you want to hear

•Biased listening

•“Hot Buttons” or the Effects of Emotions

on Listening

•Physical Barriers

•Semantic Barriers

•Lack of Training

Barriers to Effective Listening

•Talker not speaking loudly enough

•Talker’s mannerisms, appearance

•Loud noises

•Room temperature (too hot / too cold)

•Interruptions, phone calls

•Fidgeting / Clock watching

•Time pressure, deadline

External Barriers


Effective Listening

Behaviors that hinder effective listening

1. Acting distracted

2. Telling your own story without acknowledging theirs first

3. No response

4. Invalidating response, put downs

5. Interrupting

6. Criticizing

7. Judging

8. Diagnosing

9. Giving advice/solutions

10. Changing the subject

11. Reassuring without acknowledgment


Effective Listening

Behaviors that support effective listening

1. Maintaining relaxed body posture

2. Leaning slightly forward if sitting

3. Facing person squarely at eye level

4. Maintaining an open posture

5. Maintaining appropriate distance

6. Offering simple acknowledgments

7. Reflecting meaning (paraphrase)

8. Reflecting emotions

9. Using eye contact

10. Providing non-distracting environment

33 July 23, 2003

How can we improve our listening skills?

Eliminate distractions

Concentrate

Focus on the speaker

Maintain an open mind

Look for nonverbal cues

Do not react to emotive words

Ask questions

Sit so you can see & hear

Avoid prejudices

Take notes

Ask for clarification

Methods to Improve

Effective Listening Skills

• Listen with understanding; non-judgmentally & non-critically

• Refrain from solving the talker’s problems or doing the person’s thinking for him or her. Don’t give advice.

• Time your responses and questions

• Maintain eye contact

• Face the person with an open, relaxed posture

• Acknowledge the speaker by nodding, leaning forward, making facial expressions that match the talker’s feelings

How to Be an Effective Listener

What You Think about Listening ?

Understand the complexities of listening Prepare to listen Adjust to the situation Focus on ideas or key points Capitalize on the speed differential

Organize material for learning

How to Be an Effective Listener…

What You Feel about Listening ?

Want to listen Delay judgment Admit your biases Don’t tune out “dry” subjects Accept responsibility for understanding Encourage others to talk

How to Be an Effective Listener…

What You Do about Listening ?

Establish eye contact with the speaker Take notes effectively Be a physically involved listener Avoid negative mannerisms Exercise your listening muscles Follow the Golden Rule

Listening SkillsListening Skills1. Have a purpose or reason for listening.

2. Ask questions.

3. Provide speaker with verbal and nonverbal feedback

4. Be aware of your attitudes towards the speaker and attempt to listen objectively.

5. Wait before responding. Do not formulate your response while the speaker is delivering the message.

6. Listen with your eyes as well as your ears.

7. Listen for feelings as well as information.

8. Look for important themes.

9. Avoid imposing your values on the speaker. Listen in a non-judgmental way.

10. Overlook negative aspects of the speaker’s delivery which might interfere with your understanding the message.

Good Listening Is An Active SkillGood Listening

Is An Active SkillObserving – what one does

Hearing – what one says and how one says it

Feeling – how one is feeling

Sensing – what one has not said, but wishes to or means to say

Importance of Listening to Non-Verbals

Much is communicated that isn’t verbalized – even when an individual is not talking, he/she is still communicating in some manner.

The skilled listener hears more than the speaker’s voice:

• pitch, rate, subtle variations

• face color & how it changes; movement of lips, mouth, cheeks, eyebrows

Become aware of expressions that convey tension, doubt, trust, inattention, and so forth.

Nonverbal & Verbal CuesNonverbal & Verbal Cues

Uh..

Um..

Listen To Me!Listen To Me!Activity

Listener

Evaluator

Solution-Seeker

I/You MessagesI/You Messages

YOU

I

Benefits of Active Listening

•Respect

•Trust

•Productivity

•Accuracy

•Enhances our Relationships

•Conflict Resolution

•Cultivates Positive Work Environment…

Benefits of Active Listening…

•Wins Friends

•Learning

•Confidence

•Innovative Solutions

•Reduces Negative Assumptions

Active Listening Skills

The Heart of Empathic Understanding

Active Listening Skills• Pay attention• Look at the speaker• Avoid distractions• Don’t interrupt• Ask questions• Repeat what the person said

What Active Listening Is• Hearing is passive• Listening is active

ACTIVE LISTENING MEANS YOU HAVE TO PAY ATTENTION !!!!!

• Don’t get distracted by other things. Focus attention and concentrate on what is being said.

• Ask questions to be sure you understand what is being said.

• Repeating what the speaker says, and not interrupt while the speaker is talking.

Am I a Good Listener?• Handout #1 – check the boxes that applies to you.1) Do you look at the person who is speaking?2) Do you miss important information because you daydream?3) Do you sit next to people who distract you?4) Do you distract people around you?5) Do you doodle or draw when the teacher is speaking?6) Do you to ask questions?7) If you have a question, do you write it down first and then ask it after

the speaker finishes speaking?8) Do you keep books and other things on your desk that you don’t

need?9) Do you try to concentrate on what the speaker is saying, and not

letting your mind wonder to other things?10) Do you make sure you understand correctly and repeat what the

speaker said?

Reflecting

PurposeTo show that you understand how the person

feels. Action

Reflects the speaker’s basic feelings. Example:

“You seem very upset.”

Encouraging Purpose

To convey interest.To encourage the other person to keep

talking. Action

Don’t agree or disagree.Use neutral words.Use varying voice intonations.

Example “Can you tell me more…?”

Summarizing Purpose

To review progress.To pull together important ideas and facts.To establish a basis for further discussion.

Action Restate major ideas expressed, including

feelings. Example

“These seem to be the key ideas you’ve expressed…”

Clarifying Purpose

To help you clarify what is said.To get more information.To help the speaker see other points of view.

ActionAsk questions.Restate wrong interpretation to force the speaker to

explain further. Example

“When did this happen?”“Do I have this right? You think he told you to give

him the pencil because he doesn’t like you?”

Restating Purpose

To show you are listening and understanding what is being said.

To help the speaker see other points of view. Action

Restate basic ideas and facts. Example

“So you would like your friends to include you at recess, is that right?”

Validating Purpose

To acknowledge the worthiness of the other person.

ActionAcknowledge the value of their issues and feelings.Show appreciation for their efforts and actions.

Example“I truly appreciate your willingness to resolve this

matter.”


Active Listening

1. Setting the stage Choose an appropriate physical environment Remove distractions Be open and accessible Listen with empathy

2. Insuring mutual understanding Reflect feelings Paraphrase main ideas Interrupt to clarify Confirm next steps


Active Listening

3. Understanding body language Observe position and posturing Make eye contact Consider expression and gestures

4. Suspending judgment Concentrate Keep an open mind Hear the person out

Building a Helping Relationship Relationships are built

Empathy TrustIntimacy

What is Empathy?How is empathy built?

What is Trust?How is trust built?

What is Intimacy?How is intimacy built?

Ethical PrinciplesFirst, do no harm.

MalfeasanceHelp, if you can.

BeneficenceClient Autonomy

Least restrictive helping alternativeFair and Compassionate TreatmentRespect for Differences

Paraphrasing: Restating ContentWhat is paraphrasing?When is paraphrasing used?How do you paraphrase?

Summarizing: Finding the themesWhat is summarizing?When is summarizing used?How do you summarize?

Reflecting FeelingsWhat is reflecting feeling?When is reflecting feeling used?How do you reflect feeling?

Skill-SetsBasic skills establish a relationship based

on empathy, trust, and intimacyN-V ListeningRestating ContentReflecting Feeling

Preparing skills transition into goal-setting

Advancing skills move the client’s goals forwardInquiringGiving Information

Based on experience, reaction, perception, or observed discrepancies

ProxemicsPhysical, Social, & Personal Space

Physical arrangementPositionDistance between helper and client

KinesicsEye contact

NaturalDirectAvoid staringComparatively constantInterrupt when there’s a break in discussion or

when thinkingHead & Body Movements

Body messagesOpen postureLeaning in to listenAttentive

Gestures

Paralanguage: How you say what you say

Silence Minimal Verbal ResponsesVoice LevelPitchFluencyEmotional Expression/Affect

Time & Timing

Cultural differences in concepts of timeHelping responses must be appropriately

timed to be usefulSynchrony

RELAX !!!!!

Initially very difficultWon’t feel “natural” at firstWith practice, comes a more refined active

listening style

Review – Communications That Empower

Review – Communications That Empower

Active Listening.Asking for more information.Paraphrasing.Checking your assumptions about the other person’s feelings.Sharing information to help the other person understand your point of view.Reporting your own feelings.Offering alternatives.

How can we improve our listening & facilitation skills as Speakers?How can we improve our listening & facilitation skills as Speakers?

PARAPHRASINGPARAPHRASING

Restating what another has said

in your own words

PARAPHRASINGPARAPHRASING

Restating what another has said

in your own words

SUMMARIZINGSUMMARIZING

Pulling together the main points of

a speaker

SUMMARIZINGSUMMARIZING

Pulling together the main points of

a speaker

QUESTIONINGQUESTIONING

Challenging participants to tackle & solve

problems

QUESTIONINGQUESTIONING

Challenging participants to tackle & solve

problems

Other helpful techniques to foster communication (both verbal and non-verbal)…

Maintain eyecontact

Make encouragingstatements

Nod Your Head

Keep an openbody position

Repeat a sentenceor part of one

Repeat the lastword or two of the

prior speaker

THE TEN COMMANDMENTS

Stop Talking. Put The Talker At Ease. Show Him That You Want To Listen. Remove Distractions. Empathize With Him. Be Patient. Hold Your Temper. Go Easy On Arguments And Criticism. Ask Questions. Stop Talking!

Desire to be “other-directed”

No desire to protect yourself

Desire to imagine the experience of

the other

Desire to understand,

not critique

Qualities of Active Listeners

Body Language

ACTIVE LISTENING

Open-Ended Questions

Repeat ContentAcknowledge

Feelings

Don’t Judge Be Quiet

BODY LANGUAGE

Skills for Active Listening

Examples:

Sitting forward

Eye contact

Nodding head

OPEN-ENDED QUESTIONS


Examples:

What happened after that?

Who was there?

What did they do?

How did that work?

REPEAT CONTENT


Examples:

So what I hear you saying is . . .

ACKNOWLEDGING FEELINGS


Examples:

You’re feeling ___.

It makes you (feeling) that . . .

DON’T JUDGE


Examples:

Bite your tongue!

BEING QUIET


Examples:

Count to yourself.

LISTENER

Trying It Out

Active Listening

SPEAKER The biggest challenge of being an educator

OBSERVERMake note of active listening skills being used. Feedback.

Effective Note Making

Note making is essential in college:

For lectures, which are a highly condensed methods of passing on information

For reading, because what you don't write down, you don't remember

Effective Note Making …

Note making is a skill:

Most people feel deficient It can be learned This takes understanding of what you're doing It takes practice, which involves effort

Effective Note Making …

Note making is difficult because:

Spoken language is more diffuse than written Speaker's organization is not immediately apparent Immediate feedback seldom occurs Spoken language is quickly gone This makes analysis difficult

Five purposes for note making:

Provides a written record for review Provides a definite, limited learning task Forces you to pay attention Requires organization, and active effort on the

part of the listener Listener must condense and rephrase, which

aids understanding

Sequence

Listen and focus on meaning Evaluate what is being said Is it relevant to your purpose? What are the

high points? Record the information Make use of it

Physical factors

Seating Near the front and center - easier to see and hear Avoid distractions - doorways, windows, glare; friends, foes

Materials Loose leaf notebook: lies flat - organization and additions are easier Two pens, wide-lined, easy-eye paper; use dividers Course, date, and topic clearly labeled

Before taking notes - PREVIEW Prepare yourself mentally - What do you need to get

out of this? Review notes from last time and homework. Nail your

attention down tight. Review the outline from your reading assignment Think through what has happened in the class to date Generate enthusiasm and interest Increased knowledge results in increased interest A clear sense of purpose on your part will make the course content

more relevant Acting as if you are interested can help Don't let the personality or mannerisms of a speaker put you off Be ready to understand and remember Anticipate the next step and compare what you've

guessed with what happens

Get Involved!

Tune-in, look, listen for clues: Tone or gesture of Professor Repetition; cue words: "remember!"

Notice what conflicts with your current opinions

They are harder to understand and remember

Keep thinking... Look for emerging patterns Write questions in margins to be answered later

While taking notes Don't try for a verbatim transcript Get all of the main ideas Record some details. illustrations, implications, etc. Leave plenty of wide space for later additions -

underscore or star major points Note speaker's organization of material Organization aids memory Organization indicates gaps when they occur - you fill in

later Be accurate Listen carefully to what is being said Pay attention to qualifying words like: sometimes, usually,

rarely, etc. Notice signals that a change of direction is coming: but,

however, on the other hand

While taking notes … Be an aggressive, not a passive, listener Jot questions in your notes Do you believe what you're hearing? What do you

believe? Seek out meanings. Look for implications beyond what

is being said. Relate the material to your other classes and your life

outside of school. Develop a shorthand of your own Jot down words or phrases; use contractions and

abbreviations Leave out small service words, use symbols: +, =,&, ~) Try to get the hang of listening and writing at

the same time. It can be done You may practice listening to the news on TV and

taking notes

POST VIEW: Don't move - go over notes at once!

Review and reword them as soon after class as possible

Build review time into your schedule Don't just recopy or type without thought "Reminiscing" may provide forgotten material later Rewrite incomplete or skimpy parts in greater detail Fill in gaps as you remember points heard but not

recorded Arrange with another student to compare notes Find answers to any questions remaining unanswered Write a brief summary of the class session Formulate several generalized test questions based on

the material

POST VIEW: Don't move - go over notes at once! …

Use your notes as a learning tool Review at spaced intervals it is more effective than the

same effort spent cramming We forget 50% of what we hear immediately, two days

later, another 25% is gone. But relearning is rapid if regular review is used. Compare the information in your notes with your own

experience - don't swallow everything uncritically Don't reject what seems strange or incorrect. Check it

out. Be willing to hold some seeming inconsistencies in your mind over a period of time.

Build a good "thought map" of the ideas. Explain it to anyone who'll listen.

Memorize that which must be memorized.

Change the following You messages to a more positive I message.

1. You never call me. 1. I wish you would call me more often.

2. You don’t listen to me! 2.

3. Everyone here hates me! 3.

4. That’s a dumb idea. 4.

5. No one does anything here. 5.

6. You annoy me, go away! 6.

7. Leave me alone! 7.

8. You lied to me. 8.

9. Who invited you! 9.

10. You did a horrible job. 10.

11. You make me so mad. 11.

12. You are so inconsiderate! 12.

Sometimes I feel I am not being listened to.

I sometimes feel people dislike me.

Maybe we could try a different idea.

Let’s everyone work hard together.

I need some time to myself right now.

I feel that you don’t have time for me anymore. Is something wrong?

I don’t think that I was told the complete truth.

I didn’t know you were coming.

I think you can do a little better.

I get angry at you sometimes when you…

Sometimes I think you don’t consider how I feel.

Show interest. Be understanding of the other person and use words such as “I see” or “I understand” to confirm your understanding. If there is a problem, listen for the cause and single it out. Help person associate problem with the cause. Encourage the speaker to develop ability and desire to solve his or her own problem. Learn to be silent. Restate what the speaker has said to let him or her know you are listening. End the conversation by repeating and confirming what has been discussed. Concentrate intently on the speaker. Practice reinforcing nonverbal behaviors, such as leaning forward, establishing and maintaining eye contact, etc. Be alert and attentive. Imagine yourself in this person’s place.

Talking TerrorTalking TerrorIndicate in the space provided the degree to which you agree or disagree with each statement by noting whether you: 5 Strongly Disagree; 4 Disagree; 3 Are Undecided; 2 – Agree; 1 – Strongly Agree. There are no right or wrong answers. Work quickly to record your first impression. You do not have to answer any question you do not wish to answer.

___ 1. I dislike participating in group discussions. ___ 2. Generally, I am comfortable while participating in group discussion. ___ 3. I am tense and nervous while participating in group discussions. ___ 4. I like to get involved in group discussions. ___ 5. Engaging in group discussion with new people makes me tense and nervous. ___ 6. I am calm and relaxed while participating in group discussions. ___ 7. Generally, I am nervous when I have to participate in a meeting. ___ 8. Usually I am calm and relaxed while participating in meetings. ___ 9. Usually, I am calm and relaxed when I am called on to express an opinion at a meeting ___ 10. I am afraid to express myself at meetings. ___ 11. Communicating at meetings usually makes me uncomfortable. ___ 12. I am very relaxed when answering questions at a meeting. ___ 13. While participating in a conversation with a new acquaintance, I feel very nervous. ___ 14. I have no fear of speaking up in conversations. ___ 15. Ordinarily, I am very tense and nervous in conversations. ___ 16. Ordinarily, I am very calm and relaxed in conversations. ___ 17. While conversing with a new acquaintance, I feel very relaxed. ___ 18. I’m afraid to speak up in conversations. ___ 19. I have no fear of giving a speech. ___ 20. Certain parts of my body feel very tense and rigid while I am giving a speech. ___ 21. I feel very relaxed while giving a speech. ___ 22. My thoughts s become confused and jumbled when I am giving a speech. ___ 23. I face the prospect of giving a speech with confidence. ___ 24. While giving a speech, I get so nervous that I forget facts I really know.

Talking Terror Score SheetTalking Terror Score Sheet

This score sheet will help you compute an overall communication apprehension score and a summary of your apprehension in four specific situations: group, meeting, dyadic (one on one), and public. Group Score: Question 2 ___ Meeting Score: Question 8 ___

+Question 4 ___ + Question 9 ___ +Question 6 ___ + Question 12 ___ Total ___ Total ___ - Question 1 ___ - Question 7 ___ - Question 3 ___ - Question 10 ___ - Question 5 ___ - Question 11 ___ Total ___ Total ___ Add 18 Add 18 Final Score ___ Final Score ___

Dyadic Score: Question 14 ___ Public Score: Question 19 ___ +Question 16 ___ +Question 21 ___ +Question 17 ___ +Question 23 ___ Total ___ Total ___

-Question 13 ___ -Question 20 ___ -Question 15 ___ -Question 22 ___ -Question 18 ___ - Question 24 ___ Total ___ Total ___ Add 18 Add 18 Final Score ___ Final Score ___

Overall Communication Apprehension (CA) = Add your group, meeting, dyadic, and public scores.

Overall CA Score = ____

Talking TerrorInterpreting Your Score

Talking TerrorInterpreting Your Score

Low CA: Overall score is less than 55. Low CA’s talk a great deal; they even talk with people when they

are not particularly motivated to talk.

High CA: Overall score is greater than 83. High CA’s are more withdrawn in conversation and appear

tense and shy.

Moderate CA: Overall score is between 55 and 83. Moderate CA’s recognize that at times there are times to talk and times when they should not talk. Their level of participation in conversation varies.

Jewelry Store

The Story

A business person was about to lock up the jewelry store when a man holding a bag pushed hisway in. He demanded that one of the jewelry cases be opened. The owner unlocked the jewelrycase, and its contest were removed. A dog appeared and began barking. The man ran away.

True or False

1. The man pushed his way in before the owner locked the door.

2. The man was not carrying anything.

3. Someone took jewelry out of the case.

4. The story is about two people and a dog.

5. The store was protected by a guard dog.

6. The robber ran away.

7. The man demanded jewelry from the owner.

8. Someone unlocked the jewelry case.

Active Listening Tips• Handout #4-

1) Make up your mind to pay attention.

2) Focus on the speaker and what he/she is talking about.

3) Avoid distractions.

4) Don’t interrupt.

5) Take notes to help you remember what the speaker said.

6) When you are being given directions, listen for: what you are supposed to do, how you are to proceed, when it is due.

7) Put what you hear into your own words, to make sure you understood correctly.

Improving Listening Comprehension

Listening comprehension is the act of understanding an oral message

It involves speech decoding, comprehending, and oral discourse analysis

Speech Decoding Sound Perception and Recognition

(Recognising sounds and sound patterns accurately, recognising the way sounds combine to form syllables and utterances)

Speech Decoding … Word recognition( Recognising words accurately,

understanding the definitions of the words being use, recognising the way words are used un context, identifying attention signals)

Intensive Listening1. Listening to the introduction?• What is the position, knowledge,

background, experience of the speaker?• What is his credibility?• What is the overall purpose of the talk?• What is the central idea or theme?• What is the overall structure?• What does the speaker intend to do?• What are the main points of the talk?

Intensive listening …

2. Listening to the Body• Contains the main message-pay

attention• Concentrate on verbal signposts• Recognise main supporting details

of the oral message• Concentrate on visual aids

Intensive Listening …

3. Listening to the conclusion• Understand the main themes of the

verbal message• Recognise the speaker`s focus of

the talk• Concentrate on what the speaker

wants the listener`s to do, or remember

Signal Phrases

Purpose of the speaker Signal phrases

* Introduces a topic Today, I`d like to talk about…, What I am going to discuss is…

* Develops an idea If we critically examine the situation.., The most significant point is…

* Emphasises a point I am sure you will agree with me.., I`d like to emphasise..

* Contrasts several ideas On the other hand., In contrast,…

* Shows transition of ideas

My next point is…

•Concludes Finally.., I`d like to sum up

Logical Connectors and Transitional Signals

Purpose of the speaker

Logical connectors

Adds a point Moreover, in addition

compares Similarly, likewise

contrasts In contrast, However,

Shows segmentation Right, OK, And, Now, That`s all

Exemplifies In other words, For instance

Temporal Eventually, For the time being, Before

Explains Therefore, Thus

Speech Decoding … Accent recognition( recognise stress, identify pauses,

hesitations )

ComprehendingComprehending a verbal message involves

the ability to:• Identify the central theme, main ideas

and supporting details;• Concentrate and understand long

speeches• Identify the level of formality• Deduce incomplete information• Deduce unfamiliar vocabulary

Oral Discourse Analysis Is the process of identifying

relationships among different units within the speech or oral message:

Critical skills Attitude analysis Inferential skills

Listening to structured talks Pre-listening analysis-determining

the purpose, knowing your speaker Predicting about the content of a

verbal message Using background knowledge Intensive listening

Whose responsibility is communication?

Two-Way Communication

What Is In It For Me?

How NOT to Communicate!

Misunderstanding •What causes misunderstanding? •How can you minimise misunderstanding? •How can stereotyping affect your communication? •How to use active listening to gain rapport and commitment? •When should you use first person sentences when communicating with others and when should you use second person?

Body Language•How can you read people through their body language and understand their motives better? •What gestures should you be aware of? •What are the differences between open and closed body gestures and how do they impact your communication with others? •How to spot lies? •How to control your voice to get maximum effect?

I See What You are Saying

Questions?

73

Bhilai Steel Plant

Thank You

Listen Final Deliver

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