Mms Listening

8/8/2019 Mms Listening

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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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Mms Listening