Course Code: CSS2151

Effective Listening

Prof Anil Ahire, Amity School of Languages 1

 • Course Objective:
• To develop a deep understanding of the fundamentals of
communication, and to improve communication skills by
EFFECTIVE appreciating the importance of listening and learning essential
techniques to improve the same.
LISTENING • Course Contents:
Semester 1
• Module I: Fundamentals of Communication
Course Code: CSS2151 • Purpose of communication: 7 C’s of Communication
Credit Units: 1 • Barriers to effective communication
• Forms of Communication: one-to-one, informal and formal
• Module II: Communication Skills
• The process, importance and types of listening
• Effective Listening: Principles and Barriers

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 Module III: Enhancing Listening Skills
Guidelines to increase listening
Activities to enhance listening

Examination Scheme:

Components Written CAF V/P GD/Extempore A

Test

Weightage (%) 40 25 20 10 5
CAF- Communication Assessment File, V/P- Viva/Presentation, GD- Group Discussion, A- Attendance

Text & References:

• Ramon & Prakash, Business Communication, Oxford.

• Sydney Greenbaum Oxford English Grammar, Oxford.
• Successful Communications, MalraTreece (Allyn and Bacon)
• Effective Technical Communication, M. Ashraf Rizvi.
• Anjanee Sethi & Bhavana Adhikari, Business Communication, Tata McGraw Hill

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 Sharing information

Can be verbal and non-verbal

Module I: Can be formal and informal

Fundamentals of Contributes significantly to personal and

organizational success

Communication Creating and delivering an effective

message requires a basic understanding
Logical arrangement, legible , audience
focused to bring effectivity

Feedback serves as the final link.

Can make or break the future

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 • W.H. Newman and C.F. Summer Jr. defines
communication as, “Communication is an
exchange of facts, ideas, opinions, or
emotions by two or more persons”
Communication
• Peter Little defines communication as the
process by which information is transmitted
between individuals and/ or organizations so
that an understandable response results.

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 Understanding
Exchange of information
Education/learning
Suggestions
Influence
Persuade
Motivate
Relationship
Solving problems
Entertainment
Client sustenance /development
Decision making
Coordination & Negotiations
etc.

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7 C’s of Communication

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 1.Completeness

▪ Complete message
▪ Convey all facts and figures
▪ Answer all queries and necessary information
▪ Saves time and cost
▪ Evokes positive reply
▪ Helps in Decision Making
▪ Builds Reputation

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Completeness

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 Company , Model , Manual /AMT
Features , Availability
Price, Quantity
Enquiry for Capacity, Quality
Washing After sales service, Maintenance
Machine Warranty, Design size , Colour
Mode of transaction
Efficiency etc.
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 2.Correctness

▪ Free from grammatical errors

▪ Maintain accuracy and precision
▪ Proof reading message
▪ Use proper punctuations and spellings
▪ Ensure correct facts and figures
▪ Use correct level of language

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Common mistakes
• The woman which works here is from Japan.
• She’s married with a dentist.
• She was boring in the class.
• Police is coming to investigate the case immediately.
• Each of the participants was willing to be recorded.
• Everyone have done his or her homework.
• Which shirt do you wants for Christmas?
• A pair of plaid trousers are in the closet.
• It is not the faculty members but the president whom decides this issue.

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3.Clarity

▪ Writing easy-to-read and easy-to-

understand messages.
▪ Any compromise on the clarity of
expression may cause communication
barrier
▪ Make use of exact words
▪ Emphasize on a single goal at a time
▪ Frame logical sentences
▪ Avoid technical jargons
▪ Use familiar words and plain language
•To impress: According to surveys conducted by experts in the field, data consistently shows that
worker satisfaction, a truly worthy goal of any enterprise is increased together with a correspondent
increase in net profit by prudently investing in a superior on-the-job training program.

•To express: Surveys consistently show that investment in on-the-job training increases profits and
improves worker satisfaction.

My roommate is going through a rollercoaster of emotions.

She rose with alacrity and moved away

Secretary embezzled from church with her estranged husband — the pastor, NC cops say.

New words are constantly being coined, some will prove ephemeral , others are here to stay.

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4.Conciseness
▪ Precise and to the point
▪ Avoid the lengthy sentences and try to convey the
subject matter in the least possible words
▪ Eliminate wordy expressions
▪ Focus on relevant information
▪ More appealing and comprehensible
▪ Saves time and cost
▪ Avoid repetition

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 5. Concreteness

▪ Implies being particular and clear rather than fuzzy and general
▪ Supported with specific facts and figures
▪ Makes use of words that are clear and that build the reputation
▪ Concrete messages are not misinterpreted
▪ Use vivid image building words : The camera has a system that gives good pictures.

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 6.Courtesy

▪ Respect that we show to others

▪ Be polite, sincere, enthusiastic, and reflective.
▪ Understand the feeling of the receivers
▪ Use gender specific words
▪ Use positive and courteous tone
▪ Appreciate receiver
▪ Avoid usage rude and offensive language

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 How can I be courteous?
1.Hold the door for others.
2.Offer to get a drink for those seated nearby
when you get one for yourself.
1.Always put your used dishes in the proper place.
2.Smile.
3.Express gratitude for work well done.
4.Listen before offering your opinion.
5.Always be courteous and expect the same from
others.
Prof Anil Ahire, Amity School of Languages
How can we show courtesy?
• Show respect for others.
• Always apologize when you do something wrong.
• When someone is having a conversation, do not
interrupt.
• When you change your plans, let others know.
• Respect the needs of others in public.
• Never embarrass another person.
• When refusing an invitation, be kind and honest.
• Respect your everyone.
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 7.Consideration

• Preparing message keeping in mind receivers' interest

& needs
• Convey pleasant facts and news
• Understand concern & problems
• Focus on ‘You’ instead of ‘I’ & ‘We’

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You attitude
• Talk about the reader, not about yourself.
1. Without you-attitude: We at the Amity School of Language train the students
to become better writers.
2. You-attitude: You’ll improve as a writer by obtaining training at the Amity
School of Language
• Don’t talk about feelings, except to congratulate or offer sympathy. In most
professional settings and situations, your feelings are irrelevant.
1. Without you-attitude: We are pleased to offer students writing consultations on
Sunday evenings.
2. You-attitude: You can now visit the Amity Language Center for Writing on
Sunday evenings, 5 p.m. – 8 p.m.
3. You-attitude: Congratulations on your promotion to Assistant Manager! I was
pleased to read about it in the company newsletter

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• Use you more often than I in positive situations.
• Doing so accentuates the good news associated with the reader.
1. Without you-attitude: I will make every effort to ensure you
get an appointment.
2. You-attitude: You will be notified of your appointment time
within 24 hours.
• Avoid the word you in delivering bad news, as it can be
interpreted as accusatory and over-accentuate the negative.
1. You-attitude: A number of proofreading errors have been
made in the paper.
2. You-attitude: The paper includes a number of proofreading
errors.

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Examples
• We are glad to inform you that we have facilitated ATM services 24*7
for our customers.
• You can now access ATM facility 24*7.
• You will be happy to know that now you can access ATM facility 24*7
at your location.

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To achieve clarity, keep in mind the following points: –

▪ Use common and simple language.

▪ Construct effective sentences and short paragraphs.
▪ Use concrete words instead of abstract words.
▪ Avoid unnecessary information.
To achieve correctness, follow these guidelines: -
• Check the accuracy of facts and figures.
• Check mistakes in punctuation, grammar, and capitalization.
• Check misspelled words.
• Use the right level of language
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To achieve conciseness, To achieve courtesy, keep in mind the following
observe the following points:
suggestions:

• Remove the wordy • Be sincere.

expressions • Use expressions that show respect.
• Include only relevant • Be thoughtful and appreciative of the
material receiver’s point of view
• Avoid unnecessary • Avoid humor
repetition.
• Avoid discriminatory language i.e., race,
color, gender, creed etc.

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To achieve concreteness, consider
the following ways:
• Use clear and image building
words.
• Use specific facts and figures.
• Use active voice than passive
voice.
Prof Anil Ahire, Amity School of Languages
To be considerate, the following points
should be kept in mind:
• – See your material from your
reader’s point of view.
• Focus on “you” instead of” we” e.g.,
• Be sure about the benefits of the
receiver.
• Consider the needs and problems of
the receiver
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