LISTENING & FEEDBACK

HEARING Vs LISTENING

COMMUNICATION DISTRIBUTION

Average Communication Activity per day

Listening Speaking Reading Writing

Why do we listen?• To Obtain Information

• To Understand

• To Enjoy

• To Learn

On an average, a human being processes and retains only 50% of the information he has listened to.

PROCESS OF LISTENING

Receive Understand Evaluate Respond Remember

SIER MODEL OF LISTENING

BARRIERS TO LISTENING

ATTITUDINAL• Ego• Pre-conceived notions

INTER-PERSONAL• Misunderstanding• Prejudice against speaker

ENVIRONMENTAL• Physical Distractions• Personal Commitments

EFFECTIVE LISTENING SKILLS

ACTIVE PASSIVE

ACTIVE SKILLS

Take it seriously (practice and increase self-discipline) Pay attention Control or eliminate distractions Don’t be diverted by appearance and delivery Suspend judgment until hearing the full message Focus your listening on the speaker’s main points and the quality of a speaker’s evidence Provide feedback Respond appropriately

PASSIVE SKILLS

Kinesics Proxemics Oculesics Use of silence as appropriate Demonstration of a receptive attitude

FEEDBACK

SOME IMPORTANT POINTS

• Feedback is always directed at the subject and not the speaker.• Descriptive but not judgmental.• Negative feedback, only if relevant.• Should be constructive and not critical.• Usage of euphemisms.• Avoid starting questions with “WHY”.• Be generous with compliments.

FEEDBACK METHODOLOGIES

• Employee Survey• Employee Discussion/focus groups• Management Discussion Groups• Suggestion Boxes

THANK YOU.