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Communication and
Presentation (Part 1)
Listening Skills
Code: VHR/SS/07
Faculty: S B Sharma

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Communication and Presentation

• Objective
– Prepares you with the knowledge and skills
to improve your listening power so that you
can become more effective in understanding
a complex and advanced subject.
– These skills will help you excel as facilitator,
counselor and manager.

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 Deliverables
• By the end of the session, the
participant should be able to:
– Describe reasons ‘why communication
fails’
– List and discuss strategies to enhance
communication
– Paraphrase and summarize conversations

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 The Contents
• Listening V Hearing
• Passive V. Active Listening
• Barriers to listening
• Tips for effective listening

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What are the most common ways
we communicate?

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Methods of Communication
75% of working day involves communication

Used
Listening
Listening 45% 45% of
Speaking 30% Communi-
cation
Reading 16% BUT ONLY
Writing 9%
25%
Efficiency
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 75 % or all our communication
efforts are:
All communication methods are
misunderstood, misinterpreted,
important
rejected, in training
disliked, but
distorted, orour
not
emphasis willsame
heard (in the be upon the spoken
language, same
word... since
culture)!

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 Fast Facts

• We listen at 125-250 wpm, think at 1000-

3000 wpm
• While listening 75% of the time we are
distracted, preoccupied or forgetful
• 25% of the time, we remember what we
hear
• More than 35% of businesses think
listening is a top skill for success
• Less than 2% of people have had formal
education with listening
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Percentage of Communication

Mode of Formal Years Percentage of

Communication of Training Time Used
Writing 12 years 9%

Reading 6-8 years 16 %

Speaking 1-2 years 30%

Listening 0-few hours 45%

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Why Be A Good Listener?
Needs of the person speaking to you…
• To be recognized
• To be remembered
• To feel valued
• To feel appreciated
• To feel respected
• To feel understood
• To feel comfortable
Find out the purpose of the speaker
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 Listening vs. Hearing

• Hearing - physical process;

natural; passive
• Listening - physical & mental
process; active; learned
process; a skill
• Listening is hard!

Unless you DECIDE to listen, you won’t.

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 Listening & Speaking
• Listening takes. . .
– concentration and energy
– curiosity and open-mindedness
– analysis and understanding
• Speaking requires. . .
– sharp focus
– logical thinking
– clear phrasing
– crisp delivery
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 More Listening Skills
• Wait for others to finish
• Avoid interrupting them
• Don’t make assumptions
• Maintain eye contact
• “Stand in their shoes” – to get the
emotional feel

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 Active Listening
• … Allows you to make sure you hear the
words and understand the meaning behind
the words
• Goal: go beyond listening to understanding

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Active Listening Requires…
• Definite Intention to Listen
• Focus on the Speaker
• Verbal and Non-Verbal Encouragers
• Feedback Loop to Ensure Accuracy

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 Active Listening
1. Setting the stage
– Choose an appropriate physical environment
– Remove distractions (noise, phones, movements)
– Be open and accessible
– Listen with empathy
2. Ensuring mutual understanding
– Reflect feelings
– Paraphrase main ideas
– Interrupt to clarify
– Confirm next steps

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 Active Listening
3.Understanding body language
– Observe position and posturing
– Make eye contact (makes lip reading easier)
– Consider expression and gestures

4.Suspending judgment
– Concentrate
– Keep an open mind
– Hear the person out

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Active Listening (4 Steps)
1. Listen
2. Question
3. Paraphrase
4. Agree

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 Step 1: Listen
• To Feelings As Well As Words
– Words – Emotions -- Implications
• Focus on Speaker
– Don’t plan, speak, or get distracted
• Look At Speaker
• Use Verbal & Non-Verbal Encouragers

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 Step 2: Question
• 3 Purposes
1. Demonstrates you are listening
2. Gather information
3. Clarification
• Open-ended
– Tell me more?
– How did you feel?
– Then what happened?

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 Step 3: Paraphrase
• Reflect What Is Said (In your words)
• Reflect Feelings
• Reframe
– Capture the essence of the communication
– Remove negative framing
– Move toward problem solving

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 Step 4: Agree
• Get Speaker’s Consent to Your Reframing
• Speaker Has Been Heard and Knows It!
• Solution Is Near!

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 Exercise - 1
• Speaker – talk for 2
min.
• Listener – listen using
the skills we’ve
discussed
• Observer – observe
the application of the
skills and take notes

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 Effective Listening
Behaviors that support effective listening
– Maintaining relaxed and open body posture
– Leaning slightly forward if sitting
– Facing person directly at eye level
-- Maintaining appropriate distance
– Offering simple acknowledgments
– Reflecting meaning (paraphrase)
– Reflecting emotions
– Using eye contact
– Providing non-distracting environment

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 Effective Listening
Behaviors that hinder effective listening
– Acting distracted
– Telling your story without acknowledging theirs first
– Not responding intermittently
– Interrupting
– Criticizing
– Judging or Diagnosing
– Giving advice/solutions
– Changing the subject
– Reassuring without acknowledgment

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 Exercise - 2
1. Who are the people it’s easiest to listen to?

2. What is it about these people that makes it

easier to listen to them?

1. Who are the people you listen to least?

2. What is it about them that makes it difficult to

listen to them?

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What causes distortion or the barriers
to understanding / listening?

• Perceptions • Preconceived
• Language notions/expectations
• Personal Interests • Wordiness
• Emotions • Attention span
• Tonal changes • Physical hearing problem
• Environment – • Speed of thought
noise
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How can we improve our listening
skills?

SUMMARIZIN
PARAPHRASING G
Restating what Pulling together
another has said the main points
in your own of a speaker
words

QUESTIONING

Challenging
participants to
tackle & solve
problems

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