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SPEAKING AND

LISTENING SKILLS

Module 2

SAIMA AFTAB

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Listening

Listening, whether done by individuals or bycompanies and government, is a signal ofrespect. When people dont feel listened to,

they dont feel respected. And when theydont feel respected, they feel anger andresentment. This resentment is exacerbatedif people think youre pretending to listen but

arent.Hugo Powell

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Hearlistening is more than reaction to sounds

Focus on Message block out distractions

Comprehend/Interpret attach meaning

Analyze/Evaluateview nothing in isolation

Respond - Feedback

RememberRepetition

Mnemonics

Take Notes (Wheel Book)

Stages of Listening

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Benefits of a Good Listener

Listening improvescommunications

Listening shows youcare

Listening showsrespect for thecustomer

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Types of Listening

Inactive listening

Selective listening

Active listening

Reflective listening

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Listening Effectively

Use appropriate tone of voice

Understand communication

Provide feedback

Feedback is empathetic and nonjudgmental

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Listening Skills

Listen to content

Listen to intentListen non-judgementally

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Use Your Mind

Listen for accuracy

Listen as though

you are hearing theinformation for thefirst time

Listen forinaccuracies

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Listening Styles

Results-style:Interested in thebottom line or result of a message.

Reasons-style:Interested inhearing the rationale behind amessage.

Process-style:Likes to discussissues in detail.

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What if communication were not possible?

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Managers Should Be

Active Listeners

Make eye contact

Avoid distractions

Ask questions

Exhibit appropriate

expressions

Paraphrase

Avoid interrupting

Dont talk too much

Combine speaking and

listening

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Active Listening Process and Strategies

ACTIVE

LISTENING

SENSING Postpone evaluation

Avoid interruptions

Maintain interest

EVALUATING

Empathize

Organize information

RESPONDING

Show interest

Clarify the message

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Non-verbal Communication

Facial Expressions

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Non-verbal Communication

Eye Contact Gestures

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Barriers to Effective Listening

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Physical Distractions

Noise

Movement

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Mental Distractions

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CHECK FEELINGS

HAPPY

SAD

ANGRY

AFRAID

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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

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3. Understanding body language

Observe position and posturing

Make eye contact Consider expression and gestures

4. Suspending judgement

Concentrate Keep an open mind

Hear the person out

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Behaviours that supporteffective listening

Maintaining relaxed body posture

Leaning slightly forward if sitting

Facing person squarely at eye level Maintaining an open posture

Maintaining appropriate distance

Offering simple acknowledgements

Reflecting meaning (paraphrase) Reflecting emotions

Using eye contact

Providing non-distracting environment

Effective Listening

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Behaviours that hindereffective listening

Acting distracted

Telling your own story without acknowledging

theirs first No response

Invalidating response, put downs

Interrupting

Criticizing Judging

Diagnosing

Giving advice/solutions

Changing the subject

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Frustration and Chaos!

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Both children want the orange

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But without good listening, neither gets whatthey want

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Techniques to improve listening skills

PARAPHRASE

Restate what wassaid in your own

words

SUMMARIZE

Pull together themain points of a

speaker

QUESTION

Challenge speaker tothink further,

clarifying both yourand their

understanding

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How can we improve ourlistening skills?

Eliminate distraction

Concentrate

Focus on the speaker

Show positive attitude towards the speaker

Ask questions

Nod your head

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How can we improve our

listening skills? cont. Take notes Ask for clarifications

Maintain eye contact

Paraphrasing

Make encouraging statements

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Methods of Interpersonal Communication

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Module 2 SAIMA AFTAB 337

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EFFECTIVEPRESENTERS

Encourage participants to present their own ideas;

Recognize that people need time to think beforespeaking;

Maintain a comfortable pace so that participants do

not feel too rushed; Reserve their own ideas and opinions until others

have had time to respond;

Accept each contribution with a positive comment;

Encourage everyone to contribute, but keep thesession focused;

Are sensitive to cultural and value differenceswithin the audience; and, Set aside any personalbiases.

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The A B C D Technique for aCaptivating Opening

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THANK YOU