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Module II Listening Skills

The document discusses the importance of listening skills. It explains that listening allows people to gain information, get feedback, participate in others' stories, and broaden their horizons. Good listening reflects courtesy and improves social relations and performance. The document outlines different types of listening and the stages of the listening process. It discusses qualities of active listening and skills like using body language, asking open-ended questions, repeating content, acknowledging feelings, not judging, and being quiet. The document emphasizes concentrating, maintaining eye contact, nodding, concentrating on the main idea, avoiding hasty judgments, asking questions, and giving feedback to be a good listener.

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Rinki Rola
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273 views32 pages

Module II Listening Skills

The document discusses the importance of listening skills. It explains that listening allows people to gain information, get feedback, participate in others' stories, and broaden their horizons. Good listening reflects courtesy and improves social relations and performance. The document outlines different types of listening and the stages of the listening process. It discusses qualities of active listening and skills like using body language, asking open-ended questions, repeating content, acknowledging feelings, not judging, and being quiet. The document emphasizes concentrating, maintaining eye contact, nodding, concentrating on the main idea, avoiding hasty judgments, asking questions, and giving feedback to be a good listener.

Uploaded by

Rinki Rola
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Improving your Listening skills

Module-II
20 % Weightage
“TO LISTEN CLOSELY AND REPLY WELL IS THE

HIGHEST PERFECTION WE ARE ABLE TO

ATTAIN IN THE ART OF CONVERSATION”

“LA ROCHEFOUCAULD”
Why do we listen?
• To gain information.
• To get feedback.
• To participate in another’s story.
• To hear of their experiences and insights.
• To be in control(information is power).
• To broaden our horizons(to learn).
• To create a relationship.
• To respect and value others.
VALUE OF LISTENING
• Listening to others is an elegant art.
• Good listening reflects courtesy and good manners.
• Listening carefully to the instructions of superiors improve
competence and performance.
• The result of poor listening skill could be disastrous in business,
employment and social relations.
•Good listening can eliminate a number of imaginary grievances of
employees.
•Good listening skill can improve social relations and conversation.
•Listening is a positive activity rather than a passive or negative
activity.
Types of listening
• To be good listener, vary the way you listen to
suit the situation.
– Content listening
– Critical Listening
– Empathic listening
4 Levels of Listening
• The Non-Listener/Passive Listener
• The Marginal Listener
• The Evaluative Listener
• The Active Listener
The listening process
• Receiving/Sensing/Selecting
• Interpreting
• Remembering
• Evaluating
• Responding
• Memory
THE THREE STAGES OF THE LISTENING PROCESS

• Stage one - Receiving: you take in the speakers


message through your senses, hearing and
seeing.
• Stage two - Processing: this activity takes place in
your mind and involves analyzing, evaluating, and
synthesizing. Great deal of concentration is
needed. “What does the speaker mean?”
• Stage three - Responding: the speaker sees and
hears what the listener does. The speaker feels
respected and understood by the listener,
connection is made and productivity goes up.
The Anatomy of Poor Listening
• Listeners who jump to conclusions close their
minds to additional information.
• Self-centered listeners shift their attention
from the speaker to themselves.
• Selective Listeners tune the speaker out.
• Partial Listeners.
• Your mind can process the information four
times faster then the rate of speech.
The Anatomy of poor speaking
• Little or No planning
• Insensitivity to the listener and the context
• Use of Inappropriate verbal symbols
• Use of Inappropriate non-verbal symbol
Contributors to poor listening
• Inadequate Language
• Difficult Physical condition
• Non-serious listening
• Lack of interest
• Antipathy towards speaker
• Over-enthusiasm for speaker
• Lack of confidence
• Impatience
• Strong Convictions
The Good Listener
• The good listener has a mental framework to put
ideas in.
• The good listener actively engages the ideas the
speaker presents.
• The good listener asks questions.
• The good listener listens with their whole body.
• The good listeners does not judge prematurely.
• The good listeners goes beyond the message.
• The good listener sincerely seeks to understand.
Active Listening
• Active listening is one where both the speaker
and listener have to simultaneously listen to
each other (Verbally and Non- Verbally) for
communication to be effective.
ACTIVE LISTENING

Few tips towards Active Listening:

1. Understand your own communication style.

2. Be an active listener.

3. Use normal communication.

4. Give Feedback
ACTIVE LISTENING…(cntd…)

1. Understand your own communication style:


• High level of self-awareness to creating good & long lasting impression on
others.

• Understand how others perceive you.

• Avoid being CHAMELEON by changing with every personality you meet.

• Make others comfortable by selecting appropriate behavior that suits your


personality while listening. (Ideally nodding your head).
ACTIVE LISTENING…(cntd…)

2. Be An Active Listener:
• People speak @ 100 to 175 WPM but can listen intelligently @ 300 WPM.

• One part of human mind pays attention, so it is easy to go into mind drift.

• Listen with a purpose.

• Purpose can be to gain information, obtain directions, understand others,


solve problems, share interest, see how another person feels, show support,
etc.

• If it is difficult to concentrate then repeat the speakers words in your mind.


ACTIVE LISTENING…(cntd…)

3. Use Non-verbal Communication:


• Smile,

• Gestures,

• Eye contact,

• Your posture.
ACTIVE LISTENING…(cntd…)

4. Give Feedback
• Remember that what someone says and what we hear can be amazingly
different.

• Repeat back or summarize to ensure that you understand.

• Restate what you think you heard and ask, "Have I understood you
correctly?"
Improving Listening Skills
• By not being Preoccupied
• Being Open Minded
• Minimizing Interruptions
• Effective Listening is:
Hearing, understanding the message and
relating to it.
• By Asking Questions
Qualities of Active Listeners

Desire to be No desire to
“other-directed” protect yourself

Desire to imagine Desire to


the experience of understand,
the other not critique
Skills for Active Listening

BODY LANGUAGE Examples:


Sitting forward
Eye contact
Nodding head
Skills for Active Listening
OPEN-ENDED Examples:
QUESTIONS
What happened
after that?
Who was there?
What did they do?
How did that work?
Skills for Active Listening

REPEAT CONTENT Examples:


So what I hear you
saying is . . .
Skills for Active Listening

ACKNOWLEDGING Examples:
FEELINGS
You’re feeling ___.
It makes you
(feeling) that . . .
Skills for Active Listening

DON’T JUDGE Examples:


Bite your tongue!
Skills for Active Listening

BEING QUIET Examples:


Count to yourself.
ACTIVE LISTENING

Body Language Open-Ended


Questions

Acknowledge
Repeat Content
Feelings

Don’t Judge Be Quiet


Trying It Out

LISTENER Active Listening

The biggest challenge of being an


SPEAKER educator

Make note of active listening skills being


OBSERVER used. Feedback.
Success for YOU…

…in the new global and diverse


workplace requires
excellent communication skills!
POSITIVE IMPACT OF POSITIVE LISTENING
Accentuate the positives
How do you feel when someone really listens to you?
Respected
Cared for
That you’ve gained rapport
Rewarded
Satisfied
Sense of achievement
Positive feelings:
Increased productivity
Stronger working relationship
Better quality of work
Greater customer satisfaction
Repeat business
Easier and better problem solving
Greater cooperation and team work
Less stress
Listening is a powerful means of communication that can increase your effectiveness on the
job.
DO’S
• Do –concentrate on what the speaker is saying
• Maintain eye contact
• Smile and nod appropriately
• Concentrate on speakers main idea
• Don’t antagonize the speaker
• Leave your emotions behind
• React to ideas not to persons
• Avoid hasty judgments
• Ask questions
• Avoid jumping to conclusions
• Recognize your own prejudice
• Give accurate feedback
• Listen more talk less

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