Active Listening 13-15
-
Upload
ioahsdiouhsdfuohs -
Category
Documents
-
view
221 -
download
1
Transcript of Active Listening 13-15
-
7/22/2019 Active Listening 13-15
1/28
Listening Skills
By Prof. Devika Trehan
-
7/22/2019 Active Listening 13-15
2/28
Time spent communicating
Based on the research of:Adler, R., Rosenfeld, L. and Proctor, R. (2001)
Interplay: the process of interpersonal communicating (8th edn), Fort Worth, TX:Harcourt.
-
7/22/2019 Active Listening 13-15
3/28
Fast Facts
We listen at 125-250 wpm, think at 1000-3000 wpm.
75% of the time we are distracted, preoccupied orforgetful.
20% of the time, we remember what we hear
More than 35% of businesses think listening is a topskill for success.
Less than 2% of people have had formal education with
listening
-
7/22/2019 Active Listening 13-15
4/28
-
7/22/2019 Active Listening 13-15
5/28
But not practiced effectively
70% of allcommunication is
Misunderstood
Misinterpreted
Rejected Distorted
Not heard
-
7/22/2019 Active Listening 13-15
6/28
WHAT IS LISTENING?
If you ask a group of people to givea one word description of listening,some would say hearing.
-
7/22/2019 Active Listening 13-15
7/28
BUT LISTENING
Is following and understanding thesound---it is hearing with a purpose.
-
7/22/2019 Active Listening 13-15
8/28
DEFINITION OF
LISTENING The process of receiving, constructing
meaning from, and responding to
spoken and/or nonverbal messages; tohear something with thoughtfulattention
-
7/22/2019 Active Listening 13-15
9/28
Listening
vs. Hearing Hearing- physical process; natural;
passive
Listening- physical & mental process;active; learned process; a skill
Listening is hard!You must choose to participate in the
process of listening.
-
7/22/2019 Active Listening 13-15
10/28
LISTENING IS..
ACTIVE
EMOTIONAL
GETTING DEEP INTHE EXPERIENCE
I KNOW and ICARE ABOUT YOU
HEARING IS..
PASSIVE
PASSIONLESS
NEVER GETTINGBEYOND THE GLOSSY
EXTERIOR.
I ONLY CARE ABOUTME AND I DON'T EVEN
WANT TO KNOW YOU.
-
7/22/2019 Active Listening 13-15
11/28
Listening is a consciousactivity based on three
basic skills:
1) Attitude
2) Attention
3) Adjustment
-
7/22/2019 Active Listening 13-15
12/28
1)AttitudeMaintain a constructive Attitude
2)AttentionStrive to pay Attention
3)AdjustmentCultivate a capacity forAdjustment
-
7/22/2019 Active Listening 13-15
13/28
Listening is neededeverywhere
Listening skills form the
basis of: Continued learning
Teamwork skills
Management skillsNegotiation skills Emotional intelligence
-
7/22/2019 Active Listening 13-15
14/28
better understand assignments and what is expected ofyou;
build rapport with co-workers, bosses, and clients;
show support;
work better in a team-based environment;
resolve problems with customers, co-workers, and bosses;
answer questions; and
find underlying meanings in what others say.
Listening is neededeverywhere
-
7/22/2019 Active Listening 13-15
15/28
LISTENING PROCESS
UNDIVIDED ATTENTION
HEARING
UNDERSTANDING
INTERPRETING
EVALUATING
EMPATHIZING
-
7/22/2019 Active Listening 13-15
16/28
GOODListening
BADListening
-
7/22/2019 Active Listening 13-15
17/28
BADListening
is a form of non-listening in whichsomeone only pretends to
listen when they reallyare not.
-
7/22/2019 Active Listening 13-15
18/28
POOR/ BAD Listening
Not Paying Attention
Pseudolistening.
Listening But Not Hearing
Rehearsing.
Interrupting
Hearing What is Expected
Feeling Defensive
Listening for a Point of Disagreement
-
7/22/2019 Active Listening 13-15
19/28
-
7/22/2019 Active Listening 13-15
20/28
Active or GOOD Listening
Concentration
Attention
Eye contact
Receptive Body Language
Und. of Communication Symbols.
-
7/22/2019 Active Listening 13-15
21/28
Active or GOOD Listening
Objective
Restating the message.
Questioning/Clarifying.
Empathy - not sympathy
Leave the Channel Open.
Don't Interject.
You can not listen while you are talking
-
7/22/2019 Active Listening 13-15
22/28
Active listeners speak 30% of the time and
listen 70% of the time. Sometimes, wehave to try hard not to interrupt the onlyacceptable reason is to clarify or confirm
what has been said.
-
7/22/2019 Active Listening 13-15
23/28
Why is active listening difficult? When people are preoccupied with current
life stresses or difficult situations, it is hard
for them to listen. Anxiety can make it hard to listen. Being angry at the person who is talking also
makes it hard to listen.
Having an idea in mind of what a personshould do makes it hard to listen to that
person's point of view.
-
7/22/2019 Active Listening 13-15
24/28
ACTIVE LISTENING BARRIERS
EXTERNAL BARRIERS INTERNAL BARRIERS
Internal Barriers WithinThe Listener
Internal Barriers Within
The Speaker
-
7/22/2019 Active Listening 13-15
25/28
External Barriers
noises clutter
other interruptions
-
7/22/2019 Active Listening 13-15
26/28
Internal Barriers Within the Listener
Comparing Personal Experience
Automatic Talking
Mind-Reading Judging
Day Dreaming
Perceptual Errors
-
7/22/2019 Active Listening 13-15
27/28
Barriers Within the Speaker
Expectations Avoidance
Speaking in Code
Boundary
-
7/22/2019 Active Listening 13-15
28/28