UNIT -3 Listening Skills Listening...
Transcript of UNIT -3 Listening Skills Listening...
E-content edited by : Dr. Haroon Rasheed
E-content edited by : Dr. Haroon Rasheed
All -UG Semester II
PAPER 1
AECC-2 English/ MIL Communication
UNIT -3 Listening Skills Listening
Skills Listening is the ability to accurately receive and interpret messages in the
communication process.
Listening is key to all effective communication. Without the ability to listen
effectively, messages are easily misunderstood. As a result, communication
breaks down and the sender of the message can easily become frustrated or
irritated.
If there is one communication skill you should aim to master, then listening is it.
Listening is so important that many top employers provide listening skills training
for their employees. This is not surprising when you consider that good listening
skills can lead to better customer satisfaction, greater productivity with fewer
mistakes, and increased sharing of information that in turn can lead to more
creative and innovative work.
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Many successful leaders and entrepreneurs credit their success to effective listening
skills. Richard Branson frequently quotes listening as one of the main factors
behind the success of Virgin.
Effective listening is a skill that underpins all positive human
relationships.
Spend some time thinking about and developing your listening skills –
they are the building blocks of success.
Good listening skills also have benefits in our personal lives, including:
A greater number of friends and social networks, improved self-esteem and
confidence, higher grades at school and in academic work, and even better health
and general well-being.
Studies have shown that, whereas speaking raises blood pressure, attentive
listening can bring it down.
Listening is Not the Same as Hearing
Hearing refers to the sounds that enter your ears. It is a physical process that,
provided you do not have any hearing problems, happens automatically.
Listening, however, requires more than that: it requires focus and concentrated
effort, both mental and sometimes physical as well.
Listening means paying attention not only to the story, but how it is told, the use
of language and voice, and how the other person uses his or her body. In other
words, it means being aware of both verbal and non-verbal messages. Your ability
to listen effectively depends on the degree to which you perceive and understand
these messages.
Listening is not a passive process. In fact, the listener can, and should, be at least
as engaged in the process as the speaker. The phrase ‘active listening’ is used to
describe this process of being fully involved.
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We Spend a lot of Time Listening
Adults spend an average of 70% of their time engaged in some sort of
communication.
Of this, research shows that an average of 45% is spent listening
compared to 30% speaking, 16% reading and 9% writing. (Adler, R. et al.
2001). That is, by any standards, a lot of time listening. It is worthwhile,
therefore, taking a bit of extra time to ensure that you listen effectively.
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 .
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The Purpose of Listening
There is no doubt that effective listening is an extremely important life
skill. Why is listening so important?
Listening serves a number of possible purposes, and the purposeof
listening will depend on the situation and the nature of the
communication.
• To specifically focus on the messages being communicated, avoiding
distractions and preconceptions.
• To gain a full and accurate understanding into the speakers point of view
and ideas.
• To critically assess what is being said. (See our page on Critical Thinking for
more).
• To observe the non-verbal signals accompanying what is being said to
enhance understanding.
• To show interest, concern and concentration.
• To encourage the speaker to communicate fully, openly and honestly.
• To develop an selflessness approach, putting the speaker first.
• To arrive at a shared and agreed understanding and acceptance of both
sides views.
• Often our main concern while listening is to formulate ways to respond. This
is not a function of listening. We should try to focus fully on what is being
said and how it's being said in order to more fully understand the speaker.
Effective listening requires concentration and the use of your other
senses - not just hearing the words spoken.
Listening is not the same as hearing and in order to listen effectively
you need to use more than just your ears.
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Barriers to Effective Listening
To improve the process of effective listening, it can be helpful to turn the
problem on its head and look at barriers to effective listening, or
ineffective listening.
For example, one common problem is that instead of listening closely to
what someone is saying, we often get distracted after a sentence or
two and instead start to think about what we are going to say in reply
or think about unrelated things. This means that we do not fully listen
to the rest of the speaker’s message.
This problem is attributed, in part, to the difference between average
speech rate and average processing rate. Average speech rates are
between 125 and 175 words a minute whereas we can process on
average between 400 and 800 words a minute. It is a common habit for
the listener to use the spare time while listening to daydream or think
about other things, rather than focusing on what the speaker is saying.
Of course the clarity of what the speaker is saying can also affect how
well we listen. Generally we find it easier to focus if the speaker is
fluent in their speech, has a familiar accent, and speaks at an
appropriate loudness for the situation. It is more difficult, for example,
to focus on somebody who is speaking very fast and very quietly,
especially if they are conveying complex information.
We may also get distracted by the speaker’s personal appearance or by what
someone else is saying, which sounds more interesting.
These issues not only affect you, but you are likely to show your lack of
attention in your body language.
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Generally, we find it much harder to control our body language, and
you are likely to show your distraction and/or lack of interest by lack of
eye contact, or posture. The speaker will detect the problem, and
probably stop talking at best. At worse, they may be very offended or
upset.
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Types of listening
Here are six types of listening, starting with basic discrimination of sounds and ending in deep
communication.
Discriminative listening Discriminative listening is the most basic type of listening, whereby the difference between
difference sounds is identified. If you cannot hear differences, then you cannot make sense of
the meaning that is expressed by such differences.
We learn to discriminate between sounds within our own language early, and later are unable
to discriminate between the phonemes of other languages. This is one reason why a person
from one country finds it difficult to speak another language perfectly, as they are unable
distinguish the subtle sounds that are required in that language.
Likewise, a person who cannot hear the subtleties of emotional variation in another person's
voice will be less likely to be able to discern the emotions the other person is experiencing.
Listening is a visual as well as auditory act, as we communicate much through body language.
We thus also need to be able to discriminate between muscle and skeletal movements that
signify different meanings.
Comprehension listening The next step beyond discriminating between different sound and sights is to make sense of
them. To comprehend the meaning requires first having a lexicon of words at our fingertips
and also all rules of grammar and syntax by which we can understand what others are saying.
The same is true, of course, for the visual components of communication, and an
understanding of body language helps us understand what the other person is really meaning.
In communication, some words are more important and some less so, and comprehension often
benefits from extraction of key facts and items from a long spiel.
Comprehension listening is also known as content listening, informative listening and full
listening.
Critical listening Critical listening is listening in order to evaluate and judge, forming opinion about what is
being said. Judgment includes assessing strengths and weaknesses, agreement and approval.
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This form of listening requires significant real-time cognitive effort as the listener analyzes what
is being said, relating it to existing knowledge and rules, whilst simultaneously listening to the
ongoing words from the speaker. Biased listening Biased listening happens when the person hears only what they want to hear, typically
misinterpreting what the other person says based on the stereotypes and other biases that they
have. Such biased listening is often very evaluative in nature.
Evaluative listening In evaluative listening, or critical listening, we make judgments about what the other person is
saying. We seek to assess the truth of what is being said. We also judge what they say against
our values, assessing them as good or bad, worthy or unworthy.
Evaluative listening is particularly pertinent when the other person is trying to persuade us,
perhaps to change our behavior and maybe even to change our beliefs. Within this, we also
discriminate between subtleties of language and comprehend the inner meaning of what is said.
Typically also we weigh up the pros and cons of an argument, determining whether it makes
sense logically as well as whether it is helpful to us.
Evaluative listening is also called critical, judgmental or interpretive listening.
Appreciative listening In appreciative listening, we seek certain information which will appreciate, for example that
which helps meet our needs and goals. We use appreciative listening when we are listening to
good music, poetry or maybe even the stirring words of a great leader.
Sympathetic listening In sympathetic listening we care about the other person and show this concern in the way we
pay close attention and express our sorrow for their ills and happiness at their joys.
Empathetic listening When we listen empathetically, we go beyond sympathy to seek a truer understand how others
are feeling. This requires excellent discrimination and close attention to the nuances of
emotional signals. When we are being truly empathetic, we actually feel what they are feeling.
In order to get others to expose these deep parts of themselves to us, we also need to
demonstrate our empathy in our demeanor towards them, asking sensitively and in a way that
encourages self-disclosure.
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Therapeutic listening In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but
also to use this deep connection in order to help the speaker understand, change or develop in
some way.
This not only happens when you go to see a therapist but also in many social situations, where
friends and family seek to both diagnose problems from listening and also to help the speaker
cure themselves, perhaps by some cathartic process. This also happens in work situations, where
managers, HR people, trainers and coaches seek to help employees learn and develop.
Dialogic listening The word 'dialogue' stems from the Greek words 'dia', meaning 'through' and 'logos' meaning
'words'. Thus dialogic listening mean learning through conversation and an engaged
interchange of ideas and information in which we actively seek to learn more about the person
and how they think.
Dialogic listening is sometimes known as 'relational listening'.
Relationship listening Sometimes the most important factor in listening is in order to develop or sustain a
relationship. This is why lovers talk for hours and attend closely to what each other has to say
when the same words from someone else would seem to be rather boring.
Relationship listening is also important in areas such as negotiation and sales, where it is
helpful if the other person likes you and trusts you.
Characteristics of listening skills :
Good listening skills are essential if you want to maintain successful
professional and personal interactions. If you don't listen well, chances are
you've experienced some disappointment and frustration in your
relationships. Excellent listening means more than simply hearing what's
been said. It means paying attention and fully understanding the speaker's
point of view. Knowing the characteristics of good listening skills and
practicing them can help you improve how you communicate.
Reasons to Listen
People listen to get information for work, learning or entertainment. But, surprisingly, most don't listen well. Scott Williams of Wright University, suggests that people only
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listen to about 25 percent of what they hear. Listening attentively can help you understand people, motivate them and build trust. James Manktelow, CEO of Mindtools, suggests that good listeners build stronger relationships with those around them because speakers appreciate knowing they successfully transmitted their message. It's beneficial to develop a reputation as a good listener because professionally and privately people will gravitate towards you, sharing confidences and seeking your advice.
How to Listen Effectively
The most basic listening skill is paying attention. This means maintaining focus on what the speaker is saying as well as how it is said. Don't get distracted by other things and don't allow interruptions. For example, when you reply to a text message, you can't pay full attention to the speaker. Keep your eyes and your mind focused on the speaker. Sitting up straight or changing your position can help keep your mind from wandering. Think about what the speaking is saying and why she's saying it. Don't begin formulating a response until you're sure you've fully grasped the intended message.
Show You're Listening
Good listeners make the speaker aware they are listening. Turn toward the speaker, maintain eye contact, smile and nod to indicate your engagement. Don't interrupt, even if it's to add a supportive comment or ask a question, unless the speaker pauses. If you do ask a question or make a comment, don't shift to a new topic, warns Dianne Schilling, in her article, "10 Steps To Effective Listening," on the "Forbes" magazine website. For example, if your spouse is describing the failure of a big business deal she
experienced, don't start sharing details about your frustration at work.
Giving Positive Feedback
The best way to connect with the speaker is to demonstrate you heard and understood the message by giving good feedback. Show you understood, not only the message, but what the speaker was feeling. Observing the speaker's nonverbal cues helps. For example, crossing the arms, frowning and raising the voice usually indicate anger. Try reframing what was said. For example, saying, "I know you were disappointed that I arrived so late and you worried about me," shows you were listening and empathize with the speaker's feelings
How to improve our listening Skills :
1. Demonstrate Your Listening Skills By Paraphrasing
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Paraphrasing and summarizing are both fantastic communication skills that help
you to make sense of a speaker’s points and also allow you to demonstrate that
you are listening closely.
For example, if your colleague talks for five minutes about her current difficulties
on your shared project, you might try saying something like “So, you’re feeling
very frustrated that your feedback isn’t being taken into account, and you’re
hoping to organize our team in a way that facilitates more frank discussion”.
Although this sounds like a simple listening technique, it can really show that you
“get” the other person. It can also go a long way toward preventing
misunderstands and misattributions.
2. Make Consistent Eye Contact
Learning how to listen isn’t just about what you say to others. Body language also
has a major role to play.
Although it’s off-putting if you stare at your interlocutor and refuse to blink until
they’ve stopped speaking, it is important to hold their gaze at least most of the
time. It is an encouraging way to communicate interest, understanding, and focus.
Be sure to tailor your eye contact to the needs of others, too. If you’re dealing with
someone anxious, cut back on direct stares and focus on other active listening
skills that are less confronting to shy people.
3. Adopt An Open Posture
Another tool in your attentive listening skill set involves paying close attention to
the way you’re standing or sitting.
For example, it’s common knowledge that folding your arms, tapping your feet or
pursuing your lips are all ways of showing displeasure, impatience or disinterest.
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In contrast, effective listening can be communicated by a soft, open posture. Keep
your body loose, and consider learning forward to demonstrate that you’re eagerly
taking in information.
4. Ask Open Questions
Closed questions are one that can be answered with a simple “yes” or “no”, while
open questions are designed to promote longer, more thoughtful responses.
When you ask closed questions it can seem like you just want to get specific
information from the other person. Or, that you only have limited time for them.
On the other hand, open questions show your desire to engage in a proper
discussion and your interest in getting into the speaker’s mindset.
5. Remember Past Details
Take any opportunity you can to add a comment that proves you have listened and
remembered something from a past conversation. This makes people feel valued
and proves that you really do pay attention.
For example, even something small like remembering that someone doesn’t like a
particular type of coffee or that they’ve once visited a specific country can help to
cement a mutual bond.
6. Show You’re A Good Listener By Nodding
As with eye contact, nodding and smiling can be easily overlooked when you’re
thinking about how to improve listening skills, as you might just take it for granted
that you do this when you’re talking.
However, if you monitor your body language, you might realize you nod and smile
a lot less often than you assume. This is the best way to show you agree and want
to hear more, as it doesn’t require interrupting in any way.
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7. Communicate Active Listening With Mirroring
Further to the above tips on body language, it can be useful to mirror the posture
of the person you’re speaking to.
While this can be obvious if taken to extremes, it is an excellent interpersonal skill
that works at a subconscious level to convince your conversation partner that you
are empathizing with them.
Try small mirroring tricks, such as crossing your legs in the same direction as the
other person or folding your hands in the same way.
8. Listen To Understand
Finally, it’s vital that you not only act like you’re listening to the other person but
that you also bring an authentic desire to listen to your conversations. Many
people are just waiting to interject, change the subject to themselves or air their
views, and this is obvious to others (even when the speaker thinks it isn’t).
If you go into every interaction with curiosity and genuine interest in others, this
will come across in the way your presence feels to the other person. Academic
Listening
Academic Listening involves the reception and understanding of spoken material with an educational purpose. This
area has many forms, including academic lectures, debates and seminar conversations, and regularly utilizes a high
level of language structure and vocabulary. For this reason, many students are easily able to digest informal
conversations, but struggle when an academic filter is connected. Universidad del Rosario’s ASK Repository will
provide assistance in this vital area of language learning by giving strategies and tips regarding such topics as note
taking, understanding new vocabulary, prediction, and pre-lecture strategies in order to bolster confidence for
students at all levels. Subcategories of the section on academic listening include the following:
Subcategory Content
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Note-taking Tips and Practice
How to take effective notes while listening, Listening for and understanding new vocabulary, Listening to a complex description
Noticing Attitude and Opinion
Listening to understand more difficult language, Practicing listening skills for lectures
Lecture Orientation
Listening for theme words
and examples, Prediction
skills for listening, Using clues
to understand lectures,
Listening closely to
presentations, Listening for
signposting language,
Focusing on the language in a lecture
Lecture participation
Asking questions, Pre-lecture preparation, Post lecture preparation, Formalizing notes, Understanding synopsis’