Listening

1
Salaheddin Abu Yahya 12/7/2019
 DEFINITION OF LISTENING

The process of receiving, constructing

meaning from, and responding to spoken
and/or nonverbal messages; to hear
something with thoughtful attention
 LISTENING VS. HEARING
Hearing- physical process; natural; passive

Listening- physical & mental process; active; learned

process; a skill

Listening is hard!
You must choose to participate in the process of
listening.
LİSTENİNG İS A CONSCİOUS ACTİVİTY BASED
ON THREE BASİC SKİLLS:

1) Attitude
2) Attention
3) Adjustment
1)ATTİTUDE
Maintain a constructive Attitude

2)Attention

Strive to pay Attention

3)Adjustment

Cultivate a capacity for Adjustment

 EMPATHY
What is it:
reflection of content and feeling at a deeper level

Purpose:
To try and get an understanding of what may be
deeper feelings
 EMPATHİZİNG

Empathizing does not mean you need to agree

with your partner
Empathizing does not mean you need to give in to
your partner
Empathizing means you do not dismiss what your
partner says as ridiculous or silly.
IT İS EASY TO KNOW WHEN YOU ARE BEİNG
EMPATHİC BECAUSE:

Your body language and tone match

 Your tone and your feelings match

3You are focused on what your partner is

saying and meaning.
 LISTENING IS NEEDED EVERYWHERE…

Listening skills form the

basis of:
 Continued learning
 Teamwork skills
 Management skills
 Negotiation skills
 Emotional intelligence
… BUT NOT PRACTICED EFFECTIVELY

70% of all communication is

 Misunderstood

 Misinterpreted

 Rejected

 Distorted

 Not heard
LİSTENİNG İS AN ACTİVE PROCESS THAT
HAS THREE BASİC STEPS.

 Hearing

 Understanding

 Judging
TYPES OF LISTENING

 1. Inactive listening.

 2. Selective listening.

 3. Active listening

 4. Reflective Listening
ACTİVE
LİSTENİNG
 WHAT IS ACTIVE
LISTENING?
A way of listening and responding to another person that
improves mutual understanding.

A way of paying attention to other people that can make

them feel that you are hearing them

This type of listening is called active because it requires

certain behaviors of the listener.
 DO YOU KNOW THESE?

We listen at 125-250 wpm, think at 1000-3000 wpm

75% of the time we are distracted, preoccupied or forgetful
20% 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
BENEFITS OF ACTIVE LISTENING
It forces people to listen attentively to others.

It tends to open people up, to get them to say more.

Shows empathy

Builds relationships
 THE MAIN GOALS TO ACTIVE
LISTENING

Maximize your understanding of the other’s

perspective

Minimize their defensiveness (and your own,

too)
KEY CONCEPTS OF ACTIVE LISTENING
1. Display involvement in what the person is saying
2. Carefully observe the person speaking
3. Resist distractions
4. Try to stay focused on what is being said
5.Ask for clarification of anything that you do not fully
understand
6. Delay making judgments about what is said.
ACTIVE LISTENERS SPEAK 30% OF THE TIME
AND LISTEN 70% OF THE TIME. SOMETIMES, WE
HAVE TO TRY HARD NOT TO INTERRUPT – THE
ONLY ACCEPTABLE REASON IS TO CLARIFY OR
CONFIRM WHAT HAS BEEN SAID.
 ACTIVE LISTENING BARRIERS

EXTERNAL BARRIERS INTERNAL BARRIERS

❖Internal Barriers Within
The Listener

❖InternalBarriers Within
The Speaker
 External Barriers
noises

clutter

other interruptions
 Internal Barriers Within the
Listener
Comparing

Personal Experience
Automatic Talking
Mind-Reading

Judging

Perceptual Errors
Barriers Within the Speaker
 Expectations

 Avoidance

 Speaking in Code

 Boundary
STEPS OF ACTIVE LISTENING

 Listen

 Question

 Reflect-Paraphrase

 Agree
 STEP 1: LISTEN

Opening door to good conversation shows an

interest…. But it must be done sincerely,
without judgment.
 1) Verbal & non-verbal encourages

 2) Non-verbal behavior
 1 ) ENCOURAGEMENT

 Cconvey interest and keep the person talking.

 Concentrate attention upon the speaker
 Don't agree or disagree. Use noncommittal words in a
positive tone of voice.
 Repeat one or two words of the person's previous statement.
 Be aware of your body language!
 Use varying voice intonations
Use varying voice intonations

 “I see”
 “Right”
 “Uh huh”…
 “Okay”
 “Sure”
 “Yeah”
 “Yes”
 “Wow”
 “Really?”
2)NON-VERBAL BEHAVIOR
Non-Verbal Active Listening Techniques:
 Maintaining appropriate eye contact with the
interviewee.
 Occasionally
nodding affirmatively to display
understanding and interest.
 Using expectant pauses to indicate to the interviewee
that more is expected
THE VARİOUS FORMS OF
NVC touch
sound
smell
timing and speed of delivery of speech
proximity
posture
dress
eye contact
gestures
facial expressions
use of silence
Communication through Eyes
2.QUESTION
Purposes

 Demonstrates you are listening

 Gather information
 Clarification

When you asked some questions:

 Show interest
 Encourage more explanation
 Keep the person talking
 Ask questions but not too many
TYPES OF QUESTİONS

1) YES/NO QUESTIONS
2) OPEN-ENDED QUESTIONS
3)PROBING OR FOLLOW-UP QUESTIONS
4) LEADING QUESTIONS
1)YES/NO QUESTIONS(CLOSED
QUESTİONS)

This type of question involves asking a question that

requires only a "YES" or "NO" response

2)OPEN-ENDED QUESTIONS:

➢ Observation: "What happened?"

➢ Meaning: "What do you mean?"
➢ Affect: "How do you feel?"
➢ Motive: "What do you want?"
➢ Action: "What will you do?"
3)PROBING/FOLLOW-UP QUESTIONS

Asking another question to clarify or obtain

further information about a interviewee’s
response.

4)LEADING QUESTIONS
 Phrased to indicate a preferred response
 Indicates the auditor asking the question isn’t
objective
OTHER QUESTIONING TIPS

Avoid asking multiple questions at once.

Generally, it’s best to start with open questions
Best questions are short, clear, objective.
Ask questions in logical order.
Allow for quiet, thinking time.
Limit why-questions.
Take notes.
STEP 3: REFLECT-PARAPHRASE
In that step we will use another techniques for active
listening;

 Reflecting
 Reframing
 Paraphrasing
 Summarizing
REFLECTING
REFLECT WHAT IS SAID (IN YOUR WORDS)

REFLECT FEELINGS