Listening 070211

7/28/2019 Listening 070211

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What is Communication?

4/11/2013 1Dr.Ashish Johri, AUR

7/28/2019 Listening 070211


Communication is..

..the process of people sharing their ideas,

thoughts, and feelings with one another in

commonly understandable terms.It is giving and/receiving of information.

Sender (Idea/thought/feeling) Receiver

Medium

Sending

Feedback 4/11/2013 2Dr.Ashish J

ohri, AUR

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When does Communication become

Effective?

Communication becomes effective

when:

Message Understood = Message

Conveyed

(No Ambiguities)4/11/2013 3Dr.Ashish Johri, AUR

7/28/2019 Listening 070211


Barriers to effective

communication• Comfort of the language

• Lacking clarity

• Using stereotypes and generalizations• Jumping to conclusions

• Using disconfirming responses

• Lacking confidence• Lack listening


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What is Listening?


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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."


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Why is Listening important?


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Advantages of Listening

• Good Listening leads to positive attitude,

cordial relations and better participation.

• It helps us to understand the people better

• Helps us to build rapport with people and

thus gain their confidence

• It increases productivity• Provides valuable information for the

purpose of decision-making.


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Types of Listening

Active listening. We listen closely to

content and intent. What emotional

meaning might the speaker be giving you?

We try to block out barriers to listening.Most importantly, we are non-judgmental

and empathetic.


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Types of Listening

Passive listening (Inactive listening).

The definition of this is the old adage, “In

one ear and out the other.” We hear the

words, but our mind is wandering and nocommunication is taking place.


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Types of Listening

Selective listening. We hear only what

you want to hear. We hear some of the

message and immediately begin to

formulate your reply or second guess thespeaker without waiting for the speaker to

finish.


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Types of Listening

Reflective Listening. This is active

listening when we also work to clarify what

the speaker is saying and make sure there

is mutual understanding.


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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


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Hearing Vs. Listening!


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Differences

Hearing is like breathing, it is automatic. Itis physical

Effective Listening is a skill which can beachieved only through Practice. It isintellectual.


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• Hearing is an involuntary,

physical and biological act

•

There is no understandingor appropriate response

• Listening is a conscious

act

•Listening involveshearing, receiving,

comprehending and

responding appropriately

Hearing Vs Listening


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Levels of Listening

• There are 3 levels to listening:

– Attending skills

– Following skills

– Reflecting skills


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Positive body posture

Establishing eye contact

Moving in response to the speaker

Nodding and making receptive verbalsignals.

Attending Skills


http://images.google.co.in/imgres?imgurl=www.dartmouth.edu/~news/releases/july02/1-listening(sm).jpg&imgrefurl=http://www.dartmouth.edu/~news/releases/aug02/seadII-2.shtml&h=263&w=175&prev=/images%3Fq%3DListening%26start%3D340%26svnum%3D10%26hl%3Den%26lr%3D%26ie%3DUTF-8%26oe%3DUTF-8%26sa%3DN

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Demonstrating Interest

Comments such as-”Really, Isee……”

Asking open-ended questions

Following Skills


http://images.google.co.in/imgres?imgurl=www.capnhq.gov/nhq/aeroed/ACSC_Prof_Dev_Modules/CAP/cap_lesson_15/lesson15_html/listening.gif&imgrefurl=http://www.capnhq.gov/nhq/aeroed/ACSC_Prof_Dev_Modules/CAP/cap_lesson_15/lesson15_html/lesson15.htm&h=159&w=194&prev=/images%3Fq%3DListening%26start%3D100%26svnum%3D10%26hl%3Den%26lr%3D%26ie%3DUTF-8%26oe%3DUTF-8%26sa%3DN

http://images.google.co.in/imgres?imgurl=www.capnhq.gov/nhq/aeroed/ACSC_Prof_Dev_Modules/CAP/cap_lesson_15/lesson15_html/listening.gif&imgrefurl=http://www.capnhq.gov/nhq/aeroed/ACSC_Prof_Dev_Modules/CAP/cap_lesson_15/lesson15_html/lesson15.htm&h=159&w=194&prev=/images%3Fq%3DListening%26start%3D100%26svnum%3D10%26hl%3Den%26lr%3D%26ie%3DUTF-8%26oe%3DUTF-8%26sa%3DN

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Rephrasing what the speaker hassaid

Reflecting emotions

Reflecting implications

LISTEN!!FOR THE WORDS

AND THE EMOTIONS

Reflecting Skills


http://images.google.co.in/imgres?imgurl=www.ragmedia.com/images/Leaders-Listening.jpg&imgrefurl=http://www.ragmedia.com/illustration_leaders_listening.htm&h=363&w=450&prev=/images%3Fq%3DListening%26start%3D300%26svnum%3D10%26hl%3Den%26lr%3D%26ie%3DUTF-8%26oe%3DUTF-8%26sa%3DN

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Do we always listen?

If No, Why not?


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Barriers to Listening

• Noise

• Physical Environment

• Accent / Delivery of the Speaker

• Assumptions• Self Esteem

• Prejudices

• Perception

• Preoccupation• Lack of feedback

– Questions

– Paraphrasing


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DO YOU WANT TO LISTEN

BETTER……?


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Tips to improve 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 nonverbalmessages (reading between the lines).

• Be mentally and physically prepared to listen.


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• 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.


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• 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


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What is Questioning?• Getting Response You Need: Types of Question

– Open: Question does not invite any particular answer,but open up discussion.

– Closed: Question is specific and must be answered

with a yes or no, or with details as appropriate.

– Fact-Finding: Question is aimed at getting informationon a particular subject.

– Follow-Up: Question is intended to get more

information or to elicit an opinion.

– Feedback: Question is aimed at finding the differencethat makes the difference.


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THANKYOU

FOR

LISTENING


Listening 070211

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