LISTENING SKILL

We have two ears and one tongue in order that we may hear more and speak less - Diagenes

Listening - Definitions

Listening is a process of receiving, interpreting and reacting to the messages received from the communication sender - M V Rodriques Listening is a conscious, positive act, requiring will power. It is not a simple, passive exposure to sound. - K Davis The skill of listening has four components: clarification, paraphrasing, reflecting and summarizing. -- Cormier

Importance of Listening

Assist you to understand the views of your co-workers Assist you to establish rapport with coworkers quickly Improve intellectual ability to understand and evaluate the views and opinions expressed by others Enable you to gather proper and accurate information Enable you to facilitate appropriate decision-making quickly Help the speaker to express his views clearly.

Basic Steps of Listening

1. Hearing 2. Understanding / Interpretation 3. Judging / evaluation 4. Response

Listening =Hearing + Comprehending + Interpreting + Responding

Difference between Listening and Hearing

Hearing is with the ears, but listening is with the mind

Process of Listening
The sensing/selecting stage The interpreting stage The evaluating stage The remembering stage The responding stage

Approaches to Listening
Passive listening Questioning Paraphrasing

Types of listening
Marginal Listening Evaluative/ Critical Listening Passive Listening Fake Listening Active Listening

Listening Benefits of Workplace

Listening

Listening helps know the organization Listening helps in making better policies Listening mollifies complaining employees Listening is important for the success of the open-door policy Listening helps to spot sensitive areas before they become explosive Listening forms respect Listening increases productivity Listening can calm people down Listening increases confidence Listening increases accuracy

Barriers to Effective Listening

Lack of interest Impatience Avoiding the effort to understand what is difficult Tendency to criticize Psychological ear-muffs Distraction of mind Lack of motivation Wandering mind

Barriers

Planning to present a good argument Jumbled or mumbled words Self evaluation More thinking than listening Taking notes Poor perception Noise False listening Poor health

Overcoming Listening Barriers

Have a definite purpose for Listening Have a prior Background of the Topic Pay unquestionable Attention to What is Said Be effective in taking notes Keep away the Prejudice and Personal Opinions Be emotionally stable Allow the speaker to complete the speech

Guidelines of Effective Listening

Eye contact Bodily exhibitions Ask questions Do not overtake Put the speaker at ease Avoid premature arguments Stay objective Remove distractions Respect pauses and silence

Guidelines
Listen between the lines Listening habits Listening to total meaning Avoid fake attention No personal bias

Ten commandments of Listening

1. Stop talking 2. Put the talker at ease 3. Show the talker that you want to listen 4. Remove distraction 5. Empathize with the talker 6. Be patient, patience pays 7. Hold your temper 8. Go easy on an argument and criticism 9. Ask questions 10. Be empathetic