EFFECTIVE LISTENING SKILLS

Communication Skills

Barriers to effective communication

• Comfort of the language• Lacking clarity• Using stereotypes and generalizations• Jumping to conclusions• Using disconfirming responses• Lacking confidence

•Lack of listening Skills

What is Listening?

• To hear something with thoughtful attention : give consideration

"We were given two ears but only one mouth,

because listening is twice as hard as talking."

What is Listening?

– to receive information – to understand effectively– to enhance clarity– to empathize

Objective of Listening is…

Communication Skills

Objective

to receive information to understand effectively to enhance clarity to empathize

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Why Listen?

Listening – why is it important?

Writing

Reading

Speaking

Listening

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9%

16%

30%

45%

Communication SkillsImportance of Listening

Types of Listening

Active listening. You listen closely to content and intent. What emotional meaning might the speaker be giving you? You try to block out barriers to listening. Most importantly, you are non-judgmental and empathetic.

Types of Listening

Passive listening (Inactive listening). The definition of this is the old adage, “In one ear and out the other.” You hear the words, but your mind is wandering and no communication is taking place.

Types of Listening

Selective listening. You hear only what you want to hear. You hear some of the message and immediately begin to formulate your reply or second guess the speaker without waiting for the speaker to finish.

Types of Listening

Reflective Listening. This is active listening when you also work to clarify what the speaker is saying and make sure there is mutual understanding.

Types of Listening

Empathetic Listening: Listening something with empathy is known as empathetic listening. Empathy refers to emotions.

Eg: Listening to a sad event, we need to listen with sad emotions

Hearing Vs. Listening!

Differences

Hearing is like breathing, it is automatic. It is physical

Effective Listening is a skill which can be achieved only through Practice. It is intellectual.

• Hearing is an involuntary, physical and biological act

• There is no understanding or appropriate response

• Listening is a conscious act

• Listening involves hearing, receiving, comprehending and responding appropriately

Hearing Vs Listening

4 Types of Listeners

• The Non-Listener HEARING

• The Marginal Listener

V/s• The Evaluative Listener

• The Active ListenerLISTENING

Advantages of Listening

• Good Listening leads to positive attitude, cordial relations and better participation.

• It helps us to understand the customer better• Helps you to build rapport with the customer

and thus gain his confidence• It increases productivity• Provides valuable information for the

purpose of decision-making.

• The Listener keeps looking at the speaker

• The Listener’s body is in ‘open’ position

• The listener is smiling with a pleasant &

encouraging expression

• Listener looks relaxed but alert, neither tense

nor slouching

• Listener utters humming sounds

What Good Listening Looks like...Communication Skills

3 Skills for Good Listening

• There are 3 levels to listening:–Attending skills–Following skills–Reflecting skills

Attending Skills

Positive body posture

Establishing eye contact

Moving in response to the speaker

Nodding and making receptive verbal signals.

Following Skills

Demonstrating InterestComments such as-”Really, I see……”Asking open-ended questions

Reflecting Skills

Rephrasing what the speaker has said

Reflecting emotions

Reflecting implications

LISTEN!! FOR THE WORDS AND THE EMOTIONS

If No,

Then…..

Why not?

Do we always Listen?

5 Reasons why we don’t listen

• Listening is hard work• Competition for our

attention• Fast pace of Life• Speed differences in the

rate of speaking and understanding.

• Lack of training

Barriers to Listening

• Noise• Physical Environment• Accent / Delivery of the Speaker• Assumptions• Self Esteem• Prejudices• Perception• Preoccupation• Lack of feedback

– Questions– Paraphrasing

• The Listener keeps looking at the speaker

• The Listener’s body is in ‘open’ position

• The Listener is smiling with a pleasant &

encouraging expression

• Listener looks relaxed but alert, neither tense

nor slouching

• Listener utters humming sounds

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Qualities of a Good Listener

Tips to Good Listening

• Listen carefully. Helps you to:– Understand– Comprehend – Evaluate

• Careful listening will require a conscious effort on your part.

• You must be aware of the verbal and nonverbal messages (reading between the lines).

• Be mentally and physically prepared to listen.

Tips to Good Listening

• You can't hear if YOU do all the talking. Don't talk too much.

• Listen with empathy. • Be courteous; don't interrupt. Take notes if you

worry about forgetting a particular point.• Avoid stereotyping individuals by making

assumptions about how you expect them to act. This will bias your listening.

Tips to Good Listening

• Listen to how something is said. Be alert for the emotions behind the words.

• Listen without thinking about how you're going to respond

• Make certain you give the customer to an opportunity to voice their opinions. Don't dominate the conversation.

• Maintain good body posture

Final Tips to Good Listening

• Maintain eye contact with the instructor• Focus on content than on the way that it

is being said.• Avoid selective listening• Avoid distractions• Ask questions to stay active and

interested.• Face the speaker• Maintain eye contact• Respond appropriately – say yes, nod, etc.• Do not be preoccupied with your own

thoughts.

LISTEN

SILENT