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Objectives:

• Define what listening is.

• Differentiate hearing versus listening.

• Discuss the keys to being a goodlistener

• Assess listening skills

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staff meetings, personal

discussions, presentations,

telephone discourse, and

informal conversation.

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face-to-face meetings,

telephone calls, speeches,

tele-conferences, or

videoconferences.

Importance of Oral Communication in the Workplace

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Listening

Stephen Covey: “…most people

listen with the intent to reply,

not to understand.”

(7 Habits of Highly Effective People Habit 5: Seek First to Understand,

Then to Be Understood)

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Listening

Listening is an active process

involving three parts.

1. Hearing

2. Understanding

3. Response

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Hearing vs. Listening

•Hearing

•physiological process of receiving aural stimuli

•without effort

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Listening

•physiological process guided &

controlled by the habits,

attitudes, & consciousintentions

•active process

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Listening

1. HearingThis is the physical aspect of your body

receiving and interpreting sounds.

Hearing is critical to listening, but it isonly the first part.

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Listening

2. Understanding

This is where your brain processes the

words that you hear and devicesmeaning from them in the context of 

the entire conversation. Not only do

you develop understanding of whatyou are hearing, information is

communicated to you at this stage.

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Listening

3. Response.Responding may involve making a

decision to act on the information

you have understood and perhaps

replying with your opinion or

comments. You may disagree andenter into further conversation to

dig deeper.

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Listening Test: Are you a good

listener?• Rate yourself on the following

listening behaviors using the following

scale:• 4 – Almost always

• 3- Most of the time

• 2 – Sometimes

• 1 – Almost Never

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Read the interpretation of your scores and see how good a

listener you are.Score Your Listening Ability

•

50-60 = Congratulations! You’re an excellent listener.• 40-49 = Good going! You are a good listener, and you could be

even better.

• 30-39 = Keep working on it. Listening skills will help you solve

problems.

• 15-29 = You really should get serious about learning to listen.

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Can you explain?

• Good hearing vs. Good listening

• Good hearing Good listening

• Bad hearing Good listening

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Effective Listening in Classroom

Settings (Michael Gilbert, 1998)

1. Find areas of interest in what you’re listening

to.

2. Remain open.

3. Work at listening.

4. Avoid letting distractions distract.

5. Listen for & note main ideas.

       j       b     g     v     a       l     e     r

     o

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What are the

keys to being a

good listener?

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NV in Listening Effectively

1. Bodily, facial, vocal responsiveness

2. Lean forward

3. Direct body orientation

4. Relaxed but alert posture

       j       b     g     v     a       l     e     r

     o

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NV in Listening Effectively

5. Open body position

6. Direct eye contact

7. Sit/stand close to the speaker       j       b     g     v     a       l     e     r

     o

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