listening skills.pdf

7/27/2019 listening skills.pdf

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LISTENING SKILLSLISTENING SKILLS

Seema MuruganSeema Murugan

Dep of HSSDep of HSS

IIT KharagpurIIT KharagpurIndiaIndia -- 721302721302


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SM / HSS / IITSM / HSS / IIT--KGPKGP 22

Overview (1 of 2)Overview (1 of 2)

Introduction: Listening SkillsIntroduction: Listening Skills

Importance of ListeningImportance of Listening

Types of ListeningTypes of Listening

The Listening ProcessThe Listening Process

Barriers to ListeningBarriers to Listening

NonNon--Listening Vs. Active ListeningListening Vs. Active Listening

The Nature of ListeningThe Nature of Listening

Improving Listening AbilityImproving Listening Ability

The 10 Commandments of ListeningThe 10 Commandments of Listening


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Overview (2 of 2)Overview (2 of 2)

Active Listening : Four componentsActive Listening : Four componentsAttending ResponsesAttending Responses

OpenOpen--ended Responsesended Responses Tracking ResponsesTracking Responses

Summarizing ResponsesSummarizing Responses

Other features of Active ListeningOther features of Active Listening

When not to ListenWhen not to Listen


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Introduction: Listening SkillsIntroduction: Listening Skills

School teaches us to read, write, and speak, butSchool teaches us to read, write, and speak, butrarely focuses on the skill of listeningrarely focuses on the skill of listening

This omission is unfortunate as listening skillsThis omission is unfortunate as listening skills

are the most important foundation for anyare the most important foundation for anyrelationship, including working on a teamrelationship, including working on a team

Listening often misunderstood as a passiveListening often misunderstood as a passive

activityactivity Better to view listening anBetter to view listening an activeactiveexperience thatexperience that

requires attentive engagement with the speakerrequires attentive engagement with the speaker


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Importance of ListeningImportance of Listening

Exists as first verbal skill people learnExists as first verbal skill people learnAccounts for most of communication timeAccounts for most of communication time

Ranks high in communicationRanks high in communication Required much in communicationRequired much in communication

Requires clear thinking, patience,Requires clear thinking, patience,

motivation, and hard workmotivation, and hard work

Often overestimated in effectivenessOften overestimated in effectiveness


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Three Types of ListeningThree Types of Listening

Content listeningContent listening

Critical listeningCritical listening

Empathetic listeningEmpathetic listening


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The Listening Process (1 of 2)The Listening Process (1 of 2) Begins with symbols entering receivers sensoryBegins with symbols entering receivers sensory

worldworld

Involves process of selective perceptionInvolves process of selective perception

Depends upon listeners sensory limitations,Depends upon listeners sensory limitations,

degree of alertness, and conditioningdegree of alertness, and conditioning Entails the nervous system and filtering by theEntails the nervous system and filtering by the

mindmind

Continues with search for ways to expressContinues with search for ways to expressmeaningmeaning

Ends by sending messageEnds by sending message


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The Listening Process (2 of 2)The Listening Process (2 of 2)

ReceivingReceiving

InterpretingInterpreting

RememberingRemembering

EvaluatingEvaluating

RespondingResponding


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Barriers to ListeningBarriers to Listening

PrejudgmentPrejudgment

SelfSelf--centerednesscenteredness

Selective listeningSelective listening


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Comparison of NonComparison of Non--listening andlistening and

Active Listening (1 of 2)Active Listening (1 of 2)

Orientation toward selfOrientation toward self

Little use of mindLittle use of mind

(thinking)(thinking)

Lack of etiquetteLack of etiquette

Inattention to principlesInattention to principlesof effectof effect

No consideration ofNo consideration of

alternate messagesalternate messages

Little empathyLittle empathy

Casual attention to meaningCasual attention to meaning

Emphasis on winningEmphasis on winning

Little personal involvementLittle personal involvement

Inattention to nonverbalInattention to nonverbalcommunicationcommunication

Results in conflictResults in conflict

Nonlistening Nonlistening


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Comparison of NonComparison of Non--listening andlistening andActive Listening (2 of 2)Active Listening (2 of 2)

Active Listening Orientation toward othersOrientation toward others

Significant use of mindSignificant use of mind

Good application ofGood application of

etiquetteetiquette Effective use of principlesEffective use of principles

of effectof effect

Consideration of alternateConsideration of alternate

messagesmessages

Active Listening Much empathyMuch empathy

Intense attention toIntense attention to

meaningmeaning

Emphasis onEmphasis onunderstandingunderstanding

Much personal involvementMuch personal involvement

Focus on nonverbalFocus on nonverbal

communicationcommunication Results in rapportResults in rapport


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The Nature of ListeningThe Nature of Listening

SensingSensing FilteringFiltering

RememberingRemembering


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Improving Listening AbilityImproving Listening Ability

Commit to improveCommit to improve Focus attentionFocus attention

Cultivate accuracy of filteringCultivate accuracy of filtering Concentrate on rememberingConcentrate on remembering

Apply techniquesApply techniques


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The 10 Commandments ofThe 10 Commandments of

ListeningListening Stop talkingStop talking

Put talker at easePut talker at ease Show talker you want to listenShow talker you want to listen

Remove distractionsRemove distractions

Empathize with talkerEmpathize with talker Be patientBe patient

Hold your temperHold your temper

Go easy on argument and criticismGo easy on argument and criticism

Ask questionsAsk questions

Stop talkingStop talking


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Active ListeningActive Listening

Four key components to Active Listening :Four key components to Active Listening :

Attending responsesAttending responses

OpenOpen--ended responsesended responses

Tracking responsesTracking responses

Summarizing responsesSummarizing responses


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Attending Responses (1 of 2)Attending Responses (1 of 2)

Verbal indicatorsVerbal indicators

UhUh--huh, I see, Yes, Interesting, Hmm,huh, I see, Yes, Interesting, Hmm,

etc.etc.

Friendly, informal, tentative tone of voiceFriendly, informal, tentative tone of voice

Short statements and questionsShort statements and questions

Simple language (talk rather thanSimple language (talk rather than

communicate, write rather thancommunicate, write rather thancorrespond)correspond)

Speaking less than 50% of the timeSpeaking less than 50% of the time


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Attending Responses (2 of 2)Attending Responses (2 of 2)

NonNon--verbal indicatorsverbal indicators

Head nods & tilted headHead nods & tilted head

Suitable facial expressions & natural smileSuitable facial expressions & natural smile

Open posture (rather than crossed arms)Open posture (rather than crossed arms) Open palms (rather than clenched fists orOpen palms (rather than clenched fists or

fidgeting)fidgeting)

Regular eye contact (but dont stare)Regular eye contact (but dont stare) Gestures that suit the contextGestures that suit the context

Appropriate distance (usually arms length)Appropriate distance (usually arms length)


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OpenOpen--Ended Responses (1 of 2)Ended Responses (1 of 2)

OpenOpen--ended questions are ones that requireended questions are ones that requiremore than a Yes or No answermore than a Yes or No answer

Usually start with or imply What or How :Usually start with or imply What or How : How do you see things changing?How do you see things changing?

What do you think is the problem?What do you think is the problem?

What do you see as the most important issue?What do you see as the most important issue?

What have you thought of?What have you thought of?

Im wondering . . . ?Im wondering . . . ? What would you like to do about . . . ?What would you like to do about . . . ?

Could you tell me what that means?Could you tell me what that means?


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OpenOpen--Ended ResponsesEnded Responses (2 of 2)(2 of 2)Be cautious with questionsBe cautious with questions

Avoid leading questions that suggest you knowAvoid leading questions that suggest you knowthe answer to the question (e.g.,the answer to the question (e.g., You dontYou dont

really want to do that do you?really want to do that do you?))

AvoidAvoid whywhyquestions that imply judgmentsquestions that imply judgmentsabout the speakers actions or motives (e.g.,about the speakers actions or motives (e.g.,

Why didnt you try to solve the problem thatWhy didnt you try to solve the problem that

way?)way?) Avoid too many questions as that may suggestAvoid too many questions as that may suggest

to the speaker that they are being interrogatedto the speaker that they are being interrogated


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Tracking Responses (1 of 2)Tracking Responses (1 of 2)

ReflectingReflecting checks your understanding ofchecks your understanding ofthe content, words, or feelings expressedthe content, words, or feelings expressed

by the speaker:by the speaker: Content: Content: You mean JYou mean J------hasnt completed hishasnt completed his

part of the design specs?part of the design specs?

Words: Words: You say JYou say J------ is not doing his share ofis not doing his share of

the work?the work? Feelings:Feelings: You feel angry at JYou feel angry at J------??


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Tracking ResponsesTracking Responses (2 of 2)(2 of 2)

ClarifyingClarifying gathers further information:gathers further information: Do you mean you dont want this assignment?Do you mean you dont want this assignment?

Correct me if Im wrong, but . . . ?Correct me if Im wrong, but . . . ?

SilenceSilence (a brief pause) encourages(a brief pause) encourages

people to talk.people to talk. Increase the length of your pauses toIncrease the length of your pauses to

encourage the other person to talk moreencourage the other person to talk more

Avoid excessively long periods of silence asAvoid excessively long periods of silence as

that may be interpreted as a lack of interest orthat may be interpreted as a lack of interest or

attentionattention


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Summarizing ResponsesSummarizing Responses

Summarize the conversation and then askSummarize the conversation and then aska question such as a question such as Is that accurate?Is that accurate?

Wait 5Wait 5--10 seconds for an answer10 seconds for an answer


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Other Features of Effective ListeningOther Features of Effective Listening

Minimize distractionsMinimize distractions Listen with respectListen with respect

Avoid assumptionsAvoid assumptions

Avoid superficial reactionsAvoid superficial reactions

Situate facts in contextSituate facts in context

Remain focusedRemain focused


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When Not to ListenWhen Not to Listen Speaker is verbally abusiveSpeaker is verbally abusive

Speaker monopolizes conversationSpeaker monopolizes conversation

Speaker is out of touch with realitySpeaker is out of touch with reality

In these sorts of circumstances :In these sorts of circumstances :

Be assertiveBe assertive Point out that the person is behavingPoint out that the person is behaving

inappropriatelyinappropriately

State that you will not continue conversationState that you will not continue conversation

unless you are treated with respectunless you are treated with respect In extreme circumstances, end theIn extreme circumstances, end the

conversation until the person has calmed downconversation until the person has calmed down


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ReferencesReferences

Bell and SmithsBell and Smiths Management CommunicationManagement Communication JohnJohnWileyWiley

Gamble and GamblesGamble and Gambles Communication WorksCommunication Works -- TMHTMH

Seiler andSeiler and BeallsBealls Communication: Making ConnectionsCommunication: Making Connections,,

Pearson, 2005.Pearson, 2005.

DwyersDwyers The Business Communication HandbookThe Business Communication Handbook,,

Prentice Hall, 2000.Prentice Hall, 2000.

The InternetThe Internet


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THANK YOU FOR LISTENING !THANK YOU FOR LISTENING !

Shall we continue ?Shall we continue ?

Documents

listening skills.pdf