“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
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