An Important Communication Tool

Hearing Vs
Listening
Hearing is a passive

Listening is an active

process
It is physiological
It is an automatic or
involuntary response
It is a part of sensation
It always precedes
listening
It is naturally acquired

process
It is psychological
It is a voluntary and
willed response
It is a part of perception
It does not always follow
hearing
It requires practice

THE PROCESS OF
LISTENING
It consists of five elements
Hearing this is the physiological process in which
the auditory nerves are stimulated by sound
waves. It is a passive activity that needs no
conscious effort.
Filtering this refers to the elimination of
unwanted stimuli. These may be external, such
as events occurring around, spoken words or
physical experiences: they may be internal, such
as impending deadlines, information needed to
reach decision, hunger, headache or other
discomfort. Filtering enables listener to focus.

CONTINUED
Interpreting During this process the mind assigns
meaning to stimuli. Speakers prior comments &
actions, and non-verbal inputs influence interpreting.
Responding This is the feedback that tells the sender
the message has been received and understood. The
response may be a direct verbal one, one that asks
for clarification, a paraphrase, or a non verbal one.
Remembering This involves recalling the information
that was interpreted & responded to. Its success
depends on association.

Stages of Listening
Process
Decoding It takes place as soon as the

message comes in. The amount of

information that is to be used is contingent on
perception of message.
Internal response In this stage the receiver

weighs the message according to his needs

and expectations.

THREE TIER PROCESS

LEVELING
SHARPENING/ SIFTING
ASSIMILATION

Leveling is the process of spreading out of the

incoming information with an intention of finding
the required parts.
Sharpening or Sifting is the process of selecting the
items that are of interest for the receiver.
Assimilation is the process of providing a value
judgment and retaining the issues that are of
relevance.

TYPES OF LISTENING
Appreciative listening Listening to derive

aesthetic pleasure.
Empathetic listening Listening to provide
emotional or moral support.
Comprehensive listening Listening for
understanding and comprehending of message.
It is required for interpretation of message.
Critical listening Listening for the purpose of
accepting or rejecting message, for critical
evaluation.

Poor listening & Effective

Poor Listener
Listening
tends to "wool-gather" with

slow speakers
subject is dry so tunes out
speaker
distracted easily
takes intensive notes, but the
more notes taken, the less
value; has only one way to
take notes
is overstimulated, tends to
seek and enter into
arguments
inexperienced in listening to
difficult material; has usually
sought light, recreational
materials
lets deaf spots or blind words
catch his or her attention
shows no energy output
judges delivery -- tunes out
listens for facts

Effective Listener
thinks and mentally
summarizes, weighs the
evidence, listens between the
lines
finds what's in it for me
fights distractions, sees past
bad communication habits,
knows how to concentrate
has 2-3 ways to take notes and
organize important information
doesn't judge until
comprehension is complete
uses "heavier" materials to
regularly exercise the mind
interpret color words, and
doesn't get hung up on them
holds eye contact and shows an
active body state
judges content,
listens for central ideas

TRAITS OF A GOOD
LISTENER
Being non evaluative
Paraphrasing
Reflecting implications
Reflecting hidden meanings
Inviting further contribution
Responding non verbally

IMPLICATIONS OF EFFECTIVE
LISTENING

Enables manager to feel the pulse of

organization
Lack can lead to situations where there is gap
in coordination and understanding
Vital for success of an open door policy that
encourages employees to speak up
Important for improving working conditions
and nurture harmony &cohesion
Helps to boost morale and consequently
increase productivity.