Professional Documents
Culture Documents
Listening Skills
Listening Skills
Listening Skills
Business Communication
What is Listening?
An active activity that involves receiving,
deciphering, and perceiving a message with
an intention to respond.
To Listen meansL
Look Interested
Stay on target
10 Commandments of Listening
1. STOP TALKING!
2. PUT THE SPEAKER AT EASE.
3. SHOW THAT YOU WANT TO LISTEN.
4. REMOVE DISTRACTIONS.
5. EMPATHIZE.
6. BE PATIENT.
7. HOLD YOUR TEMPER.
8. AVOID ARGUMENTS AND CRITICISM.
9. ASK QUESTIONS.
10. STOP TALKING!
Stop talking
Do not lose focus
Put the speaker at ease
Remove distractions
Empathize
Be patient
Avoid bias
Try to form a complete picture (proper linkages)
Also observe the non-verbal communication
Types of listening
Active Listening
Work place Listening
Discriminative Listening
Comprehensive Listening
Therapeutic Listening
Critical Listening and
Appreciative Listening.
Active listening
Active listening is a communication technique
used in counselling, training and conflict
resolution, which requires the listener to give
a feed back to the speaker about what they
hear
Workplace listening
Workplace listening is a type of active
listening that is generally employed in a
professional environment.
Reflective listening
Reflective listening is a communication strategy
involving two key steps: seeking to understand a
speaker's idea, then offering the idea back to the
speaker in order to confirm that the idea has
been understood correctly.
It attempts to "reconstruct what the client is
thinking and feeling and to relay this
understanding back to the client"
Discriminative listening
Here the objective is to distinguish sounds and
try to gather information, emotions, etc.
This objective doesn't take into account the
meaning; instead the focus is largely on sounds.
In a basic level class this can be as simple as
distinguishing the gender of the speaker or the
number of the speakers etc.
Comprehensive listening
Here the focus is on 'understanding or
comprehending the message'.
Depending on many factors (both individual
and social) people can end up understanding
the same message in different ways.
Therapeutic listening
Here the listener's role is to be a sympathetic
listener without much verbal response.
In this kind of listening the listener allows
somebody to talk through a problem.
This kind of listening is very important in
building good interpersonal relations.
Critical listening
Here the listeners have to evaluate the
message.
Listeners have to critically respond to the
message and give their opinion.
Appreciative listening
Appreciative listening is a type of listening
behavior where the listener seeks certain
information which will appreciate/ enjoy, or
that which helps meet his/her needs and
goals.
One uses appreciative listening when listening
to good music, poetry or maybe even the
stirring words of a great leader
Here the focus is on enjoying what one listens.