EFFECTIVE LISTENING

What is Listening

Listening is the process by which we hear, understand, analyze and react to what is being said Listening is more difficult than speaking Listening is much more than hearing Majority of people around you have a poor listening efficiency

Effective Listening

In business, effective listening can mean the difference between maintaining a customers goodwill or losing it forever Listening is the most used but least taught communication skill Does two ears and one mouth symbolize anything ?

Ranking of Communication Skill

Communication When learned skill
Listening Speaking Reading Writing

Extent Used

Extent Taught

1st 2nd 3rd 4th

45% 30% 16% 9%

4th 3rd 2nd 1st

Listening v/s Thinking

An average person talks at the rate of about 150 words per minute The brain of an average person can handle about 400 words per minute The overcapacity leads to inattention, misinterpretation and boredom Effective listening needs concentration

Common Reasons for not Listening

I want to talk first I am thinking about what I am going to say I am not interested in the subject That is too hard to understand I dont like you I dont like the way you talk

Common Reasons for not Listening

I am too upset, or worried, about other things I dont want to believe what I know you are about to tell me I would rather give my attention to people or activities around me I would rather daydream

Interpretation

Interpretation is that stage during which meaning is placed on a message Interpretation can get flawed due to:

Preconceived notions Point of view that differs from speakers Lack of certain knowledge Complex message

Evaluation

It is the listening stage involving the decision to accept or reject, like or dislike, agree or disagree with a message State of conflict arising from exposure to messages that contradict ones value is known as Cognitive Dissonance

Forms of Listening

Cynical Listening: It is a type of defensive listening that occurs when people fear that a message is intended to take advantage of them This form of listening often characterizes the divisive labor management bargaining

Forms of Listening

Offensive Listening: It is a type of listening that attempts to catch the speaker in a mistake or contradiction

Like Lawyer does when cross examining a witness

Like boss does when asking reasons for leave during cricket season

Forms of Listening

Polite Listening: It is a kind of mechanical listening characterized by inattention

The listener wants speaker to stop talking so that he can begin Polite listeners often rehearse their own lines instead of paying attention

Forms of Listening

Active Listening : It is a form of listening that requires sincere involvement with the information and empathizes with the speaker Active listening is an essential prerequisite for effective communication

What is Wrong here?

A Parent : I simply cant understand the behavior of my college going son ; He doesnt listen to me at all ! Mistake : Unless you listen , you cannot understand him. All the time you are trying to tell him something which he refuses to listen.

Poor Listening Efficiency

Usually the listening efficiency of people is poor It affects the effectiveness at work It reduces the confidence we enjoy in bosss eyes It creates misunderstandings

Reasons for Poor Listening Efficiency in Office

Importance to person than the subject Ego Prejudiced mind about topic / speaker Speakers body language Preoccupied mind Interruptions while communicating Low prioritized subject Fear or Respect for speaker

Types of speakers who reduce listening efficiency of others

The Great Rambler Machine gun delivery Tortoise delivery Man with solution The Vague The suspicious The Silent

How to improve listening efficiency?

Look in the eyes of speaker and try to concentrate on what he is saying Try not to think of any other thoughts while listening Understand and correlate the nonverbal communication Mind the content , not the speaker

How to improve listening efficiency?

Ask questions at appropriate time if something is not clear Be open about your comfort level about the subject being discussed As mock tests, try to write down important points after the speaker finishes to know where you stand Stop Talking !

Advantages of effective listening

Listening reduces tension Listening helps learning Listening can win friends Listening helps solve mutual problems and resolve disagreements Listening leads to better work and co-operation from others

Advantages of effective listening

Listening stimulates the speaker Listening helps you take better decisions Listening can help you do a better job Listening can avoid trouble Listening gives you time to think Good listeners have more information for making sound decisions

Conclusion

If I listen, I have the advantage ; If I speak, others will have it. A counselor in USA is earning in thousands of dollars for listening only The great people never interrupt they first listen and then only reply Listen your way to success

With the advancement of technology, more and more changes are being brought about in the manner of communicating. Telephones, cellular, pagers, facsimiles, emails all give the sender the satisfaction that the communicator is plugged in. Messages can reach from one corner of the world to the other almost immediately. However, these latest technological advancements do not have the advantage of face-to-face interaction

The most common and frequently used form of technological transmission of a message is the telephone. Messages are delivered and received immediately

Certain factors that need to be kept in mind:

While direct communication does not involve any cost, telephonic messages are not cost effective. Time is definitely another important factor to be kept in mind while formulating messages. What strategies should be adopted? How should messages be formulated?

Many of the strategies are the same as are observed in face-to-face interaction but concentration needs to be higher as there is nothing apart from words and voice articulation to capture the attention of the receiver. In telephonic communication there is no direct eye to eye contact and there are fewer chances of deciphering the message through body language. Therefore, strategies need to be well planned at the time of conducting business communication using these technological devices.

Sender-Oriented Strategies
The individual who makes the telephone call is termed as the sender.
He has to be more cautious than the receiver as has to initiate communication and steer it towards a mutually accepted direction

1. Planning Identify purpose of call

What is that you wish to communicate ? Who is the recipient ? Would he be interested in the call ? What is the time that the call is being made? Is it information that is being provided or is it a request for action?

2. Delivering There should be a paper and pencil handy so that suggestions and comments could be jotted down When the sender starts speaking, it should start with a smile Establish a rapport with the called by talking of areas of common interest In an enthusiastic voice reveal the basic purpose of making the call Listen carefully to the voice and ideas Close on a cordial note

Receiver-Oriented Strategies

Role is more relaxed than it is in face-to-face interaction If receiver wishes to evade a sender, he can instruct accordingly Secretary on receiving the call should spell out name and ask for purpose of call Listen attentively Cordial tone, correct language and courtesy go a long way in building an image of the receiver Paraphrase crux of message

Similarities and Dissimilarities between face-to-face communication and telephonic talk Similarities Dissimilarities

Sender needs to prepare well in There is no direct eye contact advance

The needs and expectations of the The body sport does not distract receiver need to be well researched the receiver The organization of the points The receiver can be evasive should be logical and appealing Clarity and courtesy strictly adhered to should be The communication is very brief

The voice articulation and tone Only one idea should be discussed should be pleasing and convincing Message should be paraphrased Message should be paraphrased and repeated

Thanks.
FOR LISTENING !!!