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Knowledge speaks, but wisdom listens.

Jimi Hendrix

What is Listening?
Listening is the process of receiving,
constructing meaning from, and responding to
spoken and/or nonverbal messages; to hear
something with thoughtful attention.
Effective communication is 2-way.
depends on speaking and listening
Listening vs. Hearing
Hearing- physical process; natural;
passive

Listening- physical & mental process;
active; learned process; a skill

Listening is hard!
You must choose to participate in
the process of listening.
Fast Facts
We listen at 125-250 wpm, think at 1000-
3000 wpm
75% of the time we are distracted,
preoccupied or forgetful
20% of the time, we remember what we hear
More than 35% of businesses think listening
is a top skill for success
Less than 2% of people have had formal
education with listening
Communication in a Changing World




Why Be A Good Listener?
Needs of the Customer

To be recognized and remembered
To feel valued
To feel appreciated
To feel respected
To feel understood
To feel comfortable about a want or need
Listening is the most powerful form of
acknowledgment

a way of saying, You are
important.
Listening builds stronger relationships

creates a desire to cooperate
among people because they feel
accepted and acknowledged.
Listening creates acceptance and
openness

conveys the message that I am
not judging you.
Listening leads to learning

openness encourages personal growth
and learning

Listening reduces stress and tension

minimizes confusion and
misunderstanding, eliminating
related stress and tension
Listening is CRITICAL in conflict resolution

much conflict comes from the need to be
heard.
The Listening Process
The Listening Process
Attending, the first stage in the listening
process, involves making the conscious choice
to listen
Interpreting, the second stage, involves giving
meaning to sounds or related stimuli
The Listening Process
Responding, the third stage of the listening
process, involves any discernable reaction
including both verbal and nonverbal feedback
Remembering, the final stage, involves the
retention and recall of messages
Listening in the Workplace
Listening to superiors
Listening to colleagues
and teammates
Listening to customers
Types of Listening on the
Job
Why dont we listen?
Message overload
Preoccupation
Rapid thought
Effort
External noise
Hearing problems
Faulty assumptions
Lack of apparent
advantages
Lack of training
How can we listen better?
Talk less.
Get rid of distractions.
Dont judge
prematurely.
Look for key ideas.
Ask questions.
Paraphrase.
How to Be an Effective Listener
(cont.)

Establish eye contact with the speaker
Take notes effectively
Be a physically involved listener
Avoid negative mannerisms
Exercise your listening muscles
Follow the Golden Rule




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.