Active Listening

Presented By:-Presented By:-• Suruchi• Swapna• Swati• Tausif• Ujwala• Kunwar

LISTENING: The Silent Side Of Communication

• “Effective communication exists between two people when the receiver interprets

and understands the sender’s message in the way the speaker intended

it.”• Speaking and listening skills both are necessary

for communication to serve its purpose.• Listening is an art, a skill, a discipline and like

other skills it needs self control

Active Listening

• Active listening is a way of listening and responding to another person in such a way that the person feels that they have been heard.

• Active listening is not only a learnable skill – it is also an attitude.

• Active listening is hard work

LEONARDO DA VINCI

“Most people listen without hearing”

Listening – A neglected art

• We spend between 50 to 80 percent of our walking life in communicating.

• On average half, of the communication time is spend in listening.

• We remember only 20 to 25 percent of what we hear.

Listening Is Learned First And Used Most But Taught Least.

Learned Used Taught

Listening 1st Most ( 45% ) Least

Speaking 2nd Most ( 35% ) Least

Reading 3rd Least ( 16% ) Most

Writing 4th Least (9% ) Most

Listening and Hearing

• Listening is not the same as hearing.• Hearing is a sensory function of the ears alone.• Listening is not only with our ears but also with

our eyes, minds and hearts.Eyes-listen to the facial expressions & gesturesMind-Tries to comprehend its meaningHeart-understand the feelings behind the words

Purpose Of Listening

• Various objectives To learn To increase one’s understanding To increase one’s options To relieve one’s boredom

• In the professional world-Listening turns out to be a very significant.

What do we communicate by listening??

• Interested in him as a person• His feelings are important to us• We respect his opinions• Not trying to evaluate or change him• Want to understand him• He is worth listening to• We are the kind of person he can talk to

The Process of Listening

• Sensing• Interpreting• Evaluating• Remembering• Responding

Types of Listening• Discriminative listening: listening is discriminative

when we decide which part of the speaker’s massage is to be retained and which is not.

• Evaluative listening: listening is evaluative when the listener weigh and analyze the evidence before reaching a conclusion.

• Appreciative listening: everybody likes to be appreciated. When the listener like some part of a message he/she must show appreciation.

Types of Listening

• Empathic listening: when the listener puts himself in the position of the speaker he empathizes with him. This listening helps in building up healthy human relations.

Levels of Listening• Marginal Listening• Evaluative listening• Projective Listening

Differences Between Good And Bad Listeners

Keys to effective listening

The bad listener

The good listener

1 Find areas of

interest

Tunes out dry

subjects

Seeks opportunities

2 Judge content, not delivery

Tunes out Skips over errors

3 Hold your fire Tends to argue Completes comprehension

4 Listen for ideas

Listens for facts Listens for central theme

5 Work at listening

Shows no energy output. Fakes attention

Works hard, exhibits active body state

6 Resist

distractions

Easily distracted Fights or avoids

distractions

7 Keep your mind open

Reacts to emotional words

Doesn’t get hung up on them

8 Note taking Takes down every spoken word

Assesses and takes notes accordingly

Barriers to Effective Listening

Internal Barriers:

•Hearing what you want to hear

•Biased listening

•“Hot Buttons” or the Effects of Emotions on Listening

•Physical Barriers

•Semantic Barriers

•Lack of Training

Barriers to Effective Listening

External Barriers

•Talker not speaking loudly enough

•Talker’s mannerisms, appearance

•Loud noises

•Interruptions, phone calls•Knowing the answer

Contd…

• Treating discussion as competition• Trying to influence or impress• Reacting to red flag words• Believing in language

Importance of Active Listening

• Respect• Trust• Productivity• Accuracy• Enhances Relationships• Conflict Resolution

Importance of Active Listening

• Learning• Confidence• Innovative solutions• Reduces negative assumptions

Ten Commandments of Listening

1. Listener should stop talking. Talking distracts both speaker and more so the listener.

2. Put the speaker at ease.

3. Show the speaker that you are interested in listening to him.

4. Remove distractions.

Ten Commandments of Listening

5. Place yourself in speaker's shoes to look at things from his viewpoint.

6. Be patient and let the speaker take his own time to make his point without hurrying.

7. Control your temper at any provocation from the speaker.

Ten Commandments of Listening

8. Go easy on criticism and argument.

9. Pose honest questions.

10. The first commandment, stop talking, is repeated as tenth commandment since it is very important.

SIER Hierarchy of Active Listening

1. SENSING• Begins by hearing, seeing and receiving the verbal and nonverbal aspects

of the message. • Concentration is required in this phase. • The receiver's positive body language help the sender deliver the message

properly.

2. INTERPRETING• After receiving the message, receiver must interpret and place it in

meaningful context. • The speakers speech is linked to the verbal and non-verbal elements of

the message. • Interpreting helps insure that the receiver is understanding corresponds

to the sender's meaning.

3. EVALUATING• Active listening occurs at the evaluation phase after the interpretation

phase. • The receiver must sort fact from opinion. • The receiver needs to judge the message based on its strengths and

weaknesses and how well it is liked or disliked. • The evaluation phase consists of both logical and emotional components.

4. RESPONDING• Two-way communication requires the receiver to respond to the sender.

It provides feedback to the sender on how well the message has conveyed and encourages further interaction between the two parties.

• Responses can be both verbal and non-verbal. • Pruning questions provide additional detail and clarification.

The most basic of all human needs is to understand and to be understood. The best way to understand people is by listening to them carefully.

WE WERE GIVEN TWO EARS BUT ONLY ONE MOUTH

THIS IS BECAUSE LISTENING IS TWICE

AS HARD AS TALKING

THANK YOU.