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Hearing refers to perception of sound with the ear A Physical Act
Hearing is required but not sufficient for listening.
Listening is a lot more than Hearing.Listening is a process that calls for concentration
It involves hearing with attention.
Listening involves sensing, filtering and
remembering.Good listening requires a knowledge of technique
and practice similar to good writing or goodspeaking skills
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A recent survey conducted in a top blue chip company inIndia analysing how members spent their timecommunicating.
63% of their time was spent in listening to one another,reading took 4%, writing 11% and speaking 22% of theirtime.
Listening is the communication skill that is used most
often in human interactions, but it also not a skill thatmost people perform well.
If people are bad listeners, they will also make badcommunicators.
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Listening can be defined as the art of hearing andunderstanding what someone is saying. Each letterof the word listen guides us towards becoming abetter listener
Look
Identify
Set-up
Tune-in Examine
Note
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Various stages of Listening
The Sensing/Selecting stage
The Interpreting stage The Evaluating stage
The Responding stage
The Memory stage
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Breaks up the barriers between people
Helps understanding each other more
Prevents miscommunication of objectives and
priorities
Saves time lost because of having to
communicate again and again.
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Obtain information
Solve problems
Share experiences
Persuade or dissuade
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Listening helps know the organisation
Listening helps in making better policies
Listening pacifies complaining employees
Listening is important for the success of the open-door policy
Listening helps to spot sensitive areas before theybecome explosive
Listening forms a bond of respect
Listening increases productivity
Listening can calm people down
Listening increases confidence
Listening increases accuracy
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Innovative solutions to problems evolve through
listening
Cultivating the work environment
Encourage prototyping
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Listening training is unavailable
Thought speed is more than speaking speed,
hence mind is left to wander unless real effort is
put to listen carefully. We are inefficient listeners
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Listening but not hearing
Rehearsing
Interrupting
Hearing what is expected
Feeling defensive Listening for a point of disagreement
Call the subject matter uninteresting
Criticize the delivery or appearance of the speaker
Become too stimulated
Listen only for facts
Try to outline everything that is being said
Fake attention
Tolerate or create distractions
Evade the difficult
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Mental verbal criticism
Faking attention
Tolerating or creating distractions
Interrupting or finishing their sentences
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I do not have to concentrate; Listening comes
naturally
I am a good listener because I always get the
facts and figures straight You should not interrupt when someone else is
speaking
A good listener paraphrases everything a speaker
says
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Informative Listening
Refers to situation where primary concern is to
understand the message
Three key variables related to Informative listening Vocabulary
Concentration
Memory
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Attentive Listening
People listen attentively with the goal to understand
and remember what they are hearing.
Three listening skill clusters used by attentivelisteners
Attention skills
y A posture of involvement
y Appropriate body motion
y Eye contact
y Non-distractive environment
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Attentive Listening Following skills
y Door openers
y
Minimal encouragersy Infrequent questions
y Attentive silence
Reflecting skills
y Paraphrasing
y Reflecting feelingsy Reflecting meanings
y Summative reflections
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Relationship Listening
Purpose of relationship listening is either to help an
individual or to improve the relationship between
people Attending
Supporting
Empathizing
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Appreciative listening
Appreciative listening includes listening to music,
speakers because you like their style, to your choices
in theatre, film , radio or television Quality of appreciative listening depends on three
factors
Presentation
Perception
Previous experience
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Critical listening
Effective critical listening depends on the listener,
the following three elements of message in the
analysis and in perspective. Ethos or source credibility
Logos or Logical argument
Pathos or psychological appeal
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Discriminative listening
Most important type for it is basic to the other four
By being sensitive to changes in the speakers rate,
volume, force, pitch and emphasis, the informativelistener can detect even the slightest shift in
nuances.
Three things to consider about this type of listening
Hearing ability
Awareness of sound structure
Integration of non-verbal cues
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Does not finish others sentences
Does not have answer questions with questions
Is aware of and guards against biases
Never day dreams or becomes preoccupied by own thoughtsduring the talk
Does not dominate the conversation
Plans responses after the other person has finished speaking
Provides feedback, but does not interrupt incessantly
Analyses by looking at all the relevant factors and asking open-ended questions
Keeps the conversation on what the speaker says, and not whatinterests him/her
Takes brief notes, as this forces one to concentrate on what isbeing said
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The Faker
The dependant Listener
The Interrupter
The self-conscious Listener
The Intellectual Listener
The judge and Jury Listener
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Decide on what your goals are for the
conversation
To exchange information
To build working relationship To feel good
To make someone else feel good
Be aware of your options
With the conversation goal in mind choose whether totalk, to listen ,to focus, to clarify what you want to
say or to listen attentively
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When to speak and when to listen
Never assume you should talk more
You can ask
Make an effort to share the floor
When conversation lags, refocus
Planning what to say when you speak Focusing andClarifying
Before you speak you may choose to focus on what you aregoing to say, by using appropriate structure and an
appropriate level of detail.
For people who tend to ramble, practice getting whateveryou want to say in a fixed time using a clock/watch
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Attentive Listening
Attentive listening means thinking and acting in ways
that connect you with the speaker
Steps to improve attentive listening skills Get over yourself
Stop Multi-tasking
Recap regularly
Use body language
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Gaining knowledge
Receiving better work and cooperation from
others
Winning friends
Solving problems and conflicts
Reducing tension
Preventing trouble
Doing a better job
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There are number of common barriers that we
need to be aware of to counteract.
Content Listener knowing too much/too little
Speaker Speakers delivery or listeners attitudetowards speaker
Medium Distance and circumstances
Distractions Extraneous stimuli
Mindset Attitudes structured by listeners
unique physical, mental and emotional
characteristics
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Language Ambiguity / Misinterpretation
Listening speed speaking rate & thinking time
Feedback Inappropriate comments or
evaluations before a full evaluation of speakersviewpoint
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Physical conditions
Casual attitude
Premature evaluation
Status and role
Communication context
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Passive Listening
Occurs when the listener does not verbally respond to
the speaker
Listener may deliberately or unintentionally sendnon-verbal messages through eye-contact, smiles,
yawns or nods.
Sometimes passive listening is appropriate e.g when a
speaker vents frustration or express an opinion, you
may want to listen passively.
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Active Listening
Involves verbal feedback
Listener may ask for additional information or
elaboration of any point to clarify speakers message Another type of feedback is paraphrasing (rephrasing
the speakers ideas in your own words) to
demonstrate that speakers message is understood.
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