“Listening is an attitude of the heart, a genuine desire to be with another which both attracts and heals.” John Isham

M. Naorem Cha

MBA 1st Yr Sec-B

DMS, Pondicherry University

Listening

It can be defined as the accurate perception of what is being communicated .Accurately it is never 100 %.

Focussed Listening is the single most effective ways to build trusts and establish relationship

93% of the communication is non-verbal At the most 50% of conversations is

retained(rest escapes through external & internal barrier)

Name of the Listener

Rehearser comparer

DerailerPlacater

dreamer Identifier

Filterer FixerMind Reader

Characteristics of the Listener Ask what the person is thinking(mind

Reader) Let the speaker finish their thought

before determining what question to ask next.(rehearser)

Be aware of your own assumptions (Filterer)

Stay present (dreamer) (contd..)

Remember it is about speaker not for other.(identifier)

Treat each speaker as the unique person they are(comparer)

Circle the island(Derailer)

Empathize and ask questions when concerns are raised (Placater)

Fully understands needs before recommending a solution(Fixer).

The Process of Listening

1.DecodingIt takes place as the message

reaches the receiver and how much information he assimilates depends upon his perception.

2.Internal response to the perceived message

The receiver tries to absorb the message with his needs and expectations.

Essentials of good listening

Essentials Results

Positive attitude Concentration Question-Answer

sequence Direct Eye Contact Conductive Body

Posture Open mind Word pictures

Acceptance Receptivity Concentration

Direct Contact Attention Attention visualise

How to listen

Focus on yourself Listen to yourself! Before you can be an effective listener you have

to ensure you are ready to listen. Assess your mental, physical and emotional

states. Many times people in crisis need to talk through

their problems, not get advice on how to solve their problems.

Focus on the speakerFocus on the person’s train of thought.

Remove distractions.

Types of ListeningListening can be classified into 2 basic

types: Active

Listen without barriers (time, emotional) Listen to the entire message by focusing on

verbal and non-verbal message Listen using your non-verbal

communication skills Listen to the person without interrupting,

judging or arguing Clarify and ask questions or paraphrase

•Pseudo  Listening 

-- Listen to meet some other need-- Make people think you are

interested-- Keep alert to see if you are

being rejected-- Get some time before your next

comment-- Pretend to be listening to be

polite-- Natural to be pseudo listening

some times

Deterrents to Listening processDeterrents Behavioural patterns

Ego Involvement with self

or preoccupation Fear Familiarity trap

Stress

(Negative impact of speech)

Will not Listen Indulge in self image

emotions & Feelings Closed Mind Assured of self

Prone to being hypertensive

FeedbackIt is the most important part of the communication that completes the entire loop .

FEEDBACK RESULTS Empathise More Receptive Specific Agenda Higher Concentration Describe Behavior Greater Understanding Examples More involvement Concentrate on actions Greater Awareness Use ‘I message’ High degree of

involvement Spell out Consequences Greater focus Ensure Clarity of Greater understanding

understanding of the situation.

Thank You