What is Communication?

Communication is....the process of people sharing their ideas, thoughts, and feelings with one another in

commonly understandable terms. It is giving and/receiving of information.

Sender (Idea/thought/feeling) Receiver

Medium

Sending

Feedback

Barriers to effective communication

• Comfort of the language

• Jumping to conclusions

• Lacking confidence

• Lack listening

What is Listening?

Listening

• to hear something with thoughtful attention : give consideration

"We were given two ears but only one mouth,

because listening is twice as hard as talking."

Why is Listening important?

Advantages of Listening

• Good Listening leads to positive attitude, cordial relations and better participation.

• Helps you to build rapport with the customer and thus gain his confidence

• Provides valuable information for the purpose of decision-making.

Types of Listening

Active listening. You listen closely to content and intent. What emotional meaning might the speaker be giving you? You try to block out barriers to listening. Most importantly, you are non-judgmental and empathetic.

Types of Listening

Passive listening (Inactive listening). The definition of this is the old adage, “In one ear and out the other.” You hear the words, but your mind is wandering and no communication is taking place.

Types of Listening

Selective listening. You hear only what you want to hear. You hear some of the message and immediately begin to formulate your reply or second guess the speaker without waiting for the speaker to finish.

Types of Listening

Reflective Listening. This is active listening when you also work to clarify what the speaker is saying and make sure there is mutual understanding.

Types of Listening

Empathetic Listening: Listening something with empathy is known as empathetic listening. Empathy refers to emotions.

Eg: Listening to a sad event, we need to listen with sad emotions

Hearing Vs. Listening!

Differences

Hearing is like breathing, it is automatic. It is physical

Effective Listening is a skill which can be achieved only through Practice. It is intellectual.

• Hearing is an involuntary, physical and biological act

• There is no understanding or appropriate response

• Listening is a conscious act

• Listening involves hearing, receiving, comprehending and responding appropriately

Hearing Vs Listening

Do we always listen?

If No, Why not?

Barriers to Listening

• Noise• Physical Environment• Accent / Delivery of the Speaker• Assumptions• Self Esteem• Prejudices• Perception• Preoccupation

DO YOU WANT TO LISTEN BETTER……?

Tips to improve Listening!

• Listen carefully. Helps you to:– Understand– Comprehend – Evaluate

• Careful listening will require a conscious effort on your part.

• You must be aware of the verbal and nonverbal messages (reading between the lines).

• Be mentally and physically prepared to listen.

Tips to improve Listening!

• You can't hear if YOU do all the talking. Don't talk too much.

• Listen with empathy. • Be courteous; don't interrupt. Take notes if you worry

about forgetting a particular point.• Avoid stereotyping individuals by making assumptions

about how you expect them to act. This will bias your listening.

Tips to improve Listening!

• Listen without thinking about how you're going to respond

• Make certain you give the customer to an opportunity to voice their opinions. Don't dominate the conversation.

• Maintain good body posture

THANKYOU

FOR LISTENING