UNIT 4: COMMUNICATION - LISTENING

10. THE IMPORTANCE OF LISTENING AND ITS SIGNIFICANCE AT

THE WORKPLACE............................................................................ 149

11. TYPES OF LISTENING AND TECHNIQUES FOR EFFECTIVE

LISTENING ........................................................................................ 155

12. BARRIERS TO LISTENING AND STRATEGIES FOR EFFECTIVE

LISTENING ........................................................................................ 161
MBM 303 Unit IV, Lesson 10

LESSON 10 THE IMPORTANCE OF LISTENING AND ITS

SIGNIFICANCE AT THE WORKPLACE

10.0 OBJECTIVES ................................................................................................149

10.1 INTRODUCTION .............................................................................................149
10.2 DIFFERENCE BETWEEN LISTENING AND HEARING ............................................150
10.3 PROCESS OF LISTENING ...............................................................................150
10.4 PURPOSES AND BENEFITS OF GOOD LISTENING ..............................................151
10.5 LISTENING: A VALUE AT THE W ORKPLACE ......................................................151
10.6 ASSIGNMENTS ..............................................................................................152
10.6.1 Class Assignment................................................................................152
10.6.2 Home Assignment ...............................................................................152
MBM 303 Unit IV, Lesson 10

10. The Importance of Listening and its

Significance at the Workplace

10.0 Objectives
In this lesson, you will learn:

• The importance of listening in management.

• To recognize the significance of listening in the communication process.
• The difference between listening and hearing.
• The process of listening.
• The purposes and benefits of listening.
• The value of good listening at the workplace.

10.1 Introduction
A Chinese sage said: “Speech is difficult; Silence is impossible”. It is only in
silence that listening can take place. So the Chinese sage knew the
importance of listening in the communication process. Effective
communication takes place only when both the communicators listen to each
other. As an author opines: “Listening is the mother of all speaking”. When a
misunderstanding occurs, it is attributed to the lack of communication, often
implying that whoever was delivering the message did not do an effective job.
That is only partly true. What about the listener? The listener’s job is not only
as active as the speaker’s, he also has to process the speaker’s verbal and
non-verbal signs and symbols and respond to it in the same manner to let the
speaker know that his message has been reconstructed. The speaker and the
listener influence each other and alternate their role constantly.

Listening and listening intently is a mode of awareness. Peter Singe says:

“We have to learn to listen between the words in order to get to the deeper
level of meaning”. Listening intently raises the level of communication; both
the partners take the communication seriously. The biggest deficiency in the
modern world is that listening is not honed as an important skill to oral
communication. The biggest block to personal communication is man’s
inability to listen intelligently, understandingly and skillfully to another person.
Since communication involves both the speaker and the receiver, listening
plays an important role in the interactive process of business transactions.

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10.2 Difference between Listening and Hearing

Listening is hard work. Unlike hearing, it demands total concentration. It is an
active search for meaning, while hearing is passive. When we think about
listening, we tend to assume that it is basically the same as hearing. This is a
misconception because it leads us to believe that effective listening is
instinctive. The fact is that hearing is merely a physiological process in which
sound waves emanating from various objects strike the eardrums whereas,
listening involves a more sophisticated mental process. It demands energy
and discipline and it is an active and not a passive process. It calls for
listening to the information carefully, assimilating, providing feedback and
storing in memory. This is a complete listening cycle.

Most of the time we are so preoccupied with our own thoughts, priorities and
agendas that we don’t intently listen and this causes misunderstandings, hurt
feelings, confused instructions, loss of important information, embarrassment,
frustration, and lost opportunities. Another reason is that our brain is capable
of processing 500 to 750 words a minute while people only speak 120 to 150
words a minute. The listeners use only part of their brain to listen and use
their brain’s spare capacity to think of other things that interest them. This
results in dissipation of attention which eventually leads to poor listening.

As we belong to an era where talking is viewed as more important and

listening being categorized as only a supportive function, it becomes
imperative for every individual to develop this skill over which he has complete
control and can be influenced by internal motivation.

10.3 Process of Listening

Listening takes place in five stages. These are:

1. Selection: The listening process begins when you select from among a
multiple stimuli and concentrate on them.
2. Interpretation: Once you have focused your attention on a sound or
message, you begin to interpret or decode it. Here, your interpretation may
vary from the intended meaning as the listener is influenced by his cultural,
educational and environmental barriers.
3. Evaluation: After interpreting the meaning of a message, you analyze its
merit and draw conclusions. Good listeners try to be objective and they avoid
prejudging the message.
4. Response: This is the feedback stage when the listener responds through
some action. The action tells whether the message has been decoded
correctly.
5. Memory: This is the final stage of listening. Effective listening helps learners
retain portions of what they have heard and they can recall the matter even
later.

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10.4 Purposes and Benefits of Good Listening

We listen to:

• obtain information
• solve problems
• share experiences
• persuade or dissuade

The purposes of listening are:

• To gain new information and ideas

• To question and test evidence and assumption
• To be inspired
• To improve our own communication
• To prevent miscommunication of objectives and priorities among people
• To save time by not repeating and prevent loss of potential revenues due to
ineffective listening to information.
• To break up the barriers between people.

The benefits of good listening are:

• Leads to positive attitudes – by being aware of the obstacles that hinder good
listening
• Improves communication between the speaker and listener as they are
receptive of each other’s viewpoint.
• The Speaker receives feedback from the listener and is inspired to give his
best performance.
• Helps the listener obtain useful information on which he can make accurate
decisions.
• Improves inter-personal skills and builds good rapport and relationships.
• Listening helps to prevent trouble as one learns to listen carefully before
making commitments that cannot be kept or making comments that might lead
to a bad experience.
• It also helps to avoid conflicts as one agrees or disagrees only after seeking
solutions or clarifying doubts and then work cooperatively.

10.5 Listening: A Value at the Workplace

Listening to other people is a valuable gift that we can extend to them and it
conveys respect, esteem and a strong sense of dignity. Failure to listen
conveys a negative message of placing low value on the other person.
Listening is not only a skill of communication but it is also a skill of building
relationships. The concrete benefits of listening at the workplace are:

• Listening helps to know the organization: A careful listening will tell you
what the members of the staff think about the company’s policies and

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activities. This will help you in knowing your organization better and predict
what changes are necessary.
• Listening helps in making better policies: If you listen attentively to your
subordinates, you will chalk out the policies suitable for your organization as
well as acceptable to other members.
• Listening mollifies the complaining employees: Very often employees
have certain grievances which exist more in their minds than reality. A
sympathetic listening will make their anger subside and they will be mollified.
• Listening helps to handle sensitive issues well in time: If the management
listens to the woes of the workers attentively, they will be able to spot
sensitive areas and find out the solutions before the issues become explosive.
• Listening helps free upward communication: Employees appreciate the
open-door policy of managers who help them confide their fears and clear
misconceptions. Employees feel that an understanding ear relieves them of
their inhibitions to talk freely.
• Listening increases confidence and productivity: A manager who listens
well, will tend to have better self-esteem and self-image due to his rapport
with his subordinates and this will enhance productivity.
• Listening increases accuracy: Better listening leads to better recollection of
facts and issues and reconstruction of messages as intended by the speaker.
This reduces miscommunication.
• Listening forms a bond of respect: Genuine listening generates respect,
rapport, trust between the speaker and the listener. In particular, employees
like and respond to supervisors who they think are listening to them.

10.6 Assignments
10.6.1 Class Assignment

1. Describe the process of communication.

2. Explain the difference between listening and hearing
3. What are the purposes and results of good listening

10.6.2 Home Assignment

1. Elaborate on the importance of listening in the workplace.

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MBM 303 Unit IV, Lesson 11

LESSON 11 TYPES OF LISTENING AND TECHNIQUES

FOR EFFECTIVE LISTENING

11.0 OBJECTIVES ................................................................................................155

11.1 INTRODUCTION .............................................................................................155
11.2 TYPES OF LISTENING.....................................................................................155
11.3 EFFECTIVE TECHNIQUES FOR DEVELOPING LISTENING SKILLS .........................156
11.3.1 Develop a routine ................................................................................156
11.3.2 Techniques ..........................................................................................156
11.4 CONCLUSION ...............................................................................................158
11.5 ASSIGNMENTS ..............................................................................................158
11.5.1 Class Assignment................................................................................158
11.5.2 Home Assignment ...............................................................................158
MBM 303 Unit IV, Lesson 11

11. TYPES OF LISTENING AND TECHNIQUES

FOR EFFECTIVE LISTENING

11.0 Objectives
In this lesson, you will be able to:

• Understand the different types of listening.

• Develop a ritual for good listening.
• Construct various techniques of listening.

11.1 Introduction
Good listeners are made, not born. To become an effective listener one has to
make a deliberate and conscious effort. There has to be a commitment to
accomplish the task of improving listening skills. Learning to be an effective
listener cannot be accomplished in privacy, it must be done with the people
around us with whom we are in constant communication. No one has a
listening advantage; the field for development is open to all.

11.2 Types of listening

Listening may be categorized according to different needs and situations:

1. Content / Informative Listening: Informative listening refers to the situation

where the listener’s primary object is to understand the message. Much of our
learning comes from informative listening. In the workplace, we listen to
understand new practices or procedures and how well we perform depends
on how well we listen. In our mind, we create an outline of the speaker’s
remarks and concentrate on the key points, whether we agree or disagree.
2. Critical Listening: The aim is to evaluate the message at several levels: the
logic of the argument, strength of the evidence, and the validity of the
conclusion; the implication of the message for you and your organization; the
speaker’s intention and motives; and the omission of any important or relevant
points. Critical listening generally involves inter action as you try to uncover
the speaker’s point of view. For example, listening to the politicians, the
media, salesmen, etc.
3. Appreciative Listening: Appreciative listening includes listening to music for
enjoyment, to speakers as you like their style, listening to the television, the

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radio, a film, etc. The quality of this type of listening depends on certain
factors:

• Presentation: The medium, the setting, the style and the personality of the
presenter influence the outcome of our listening.
• Perception: Our attitude or expectation and perception determine what we
want to hear, and to enjoy and appreciate the things we hear.
• Previous experience: Previous experience plays a large role in appreciative
listening. It influences whether we enjoy listening to something or not.

4. Active/ Attentive Listening: The goal is to appreciate the other person’s

care. Besides the main objective of understanding and remembering the
message, attentive listeners have relational goals like advancing the
relationship, giving a positive impression or demonstrating care.
5. Discriminative Listening: This type of listening is important for it is basic to
the other types of listening. It refers to being sensitive to the changes in the
speaker’s pace, volume, force, pitch and emphasis while listening.

11.3 Effective Techniques for Developing Listening Skills

11.3.1 Develop a routine

The results of good listening can be obtained by developing a routine or a

ritual for listening by following these steps:

• State your intention to listen.

• Manage the physical environment.
• Make an internal commitment to listen.
• Assume a listening posture.
• Participate actively in the listening process.

11.3.2 Techniques

Good listening requires knowledge of technique and practice. Adopting these

guidelines will assist your routine to develop effective listening skills.

Vocabulary, concentration and memory are crucial variables for

informative listening.

• Vocabulary: Increasing your vocabulary by learning new words and languages

and adapting to different sound structure will increase your potential for better
understanding.
• Concentration: Listening with undivided attention is possible when listeners
put aside their own needs and concentrate on the message delivered.
Concentration requires discipline, motivation, and acceptance of
responsibility.
• Memory: Memory plays an important role for information to be processed.
Without memory of concepts and ideas, you cannot understand the

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messages. It also helps to recall experiences and information necessary and

establishes expectations concerning what you will encounter.

Attention Skills

In order to listen attentively, certain behavioural patterns and skills have to be

inculcated:

• Developing a posture of involvement: Inclining towards the speaker, facing the

speaker squarely and maintaining appropriate distance is essential.
• Non-verbal cues: Sustained and reflective eye contact, appropriate body
motion, facial expressions, gestures all reflect positive emotions back to the
speaker.
• Non-distractive environment: Eliminating distractive noises and movements
help the listener to avoid dividing their attention on many stimuli. Turning the
computer off, keeping telephone calls on hold and postponing other work will
help in listening effectively in face-to-face communication and meetings.

Reflecting Skills

Ask appropriate questions: Questioning can be an effective technique for

good listening. But caution has to be exercised that your questions are
perceived as positive inquiry and not misunderstood as a challenge to the
speaker’s authority or competence. This can be possible by prefacing your
questions with a phrase of statement that communicates your desire for
clarification.

• Closed-ended questions: This is intended to evoke a one-or two-word

response or a ‘yes’ or ‘no’ answer to understand a specific point of
information. E.g. “Did you say you agree or disagree with the conclusion”.
• Open-ended question: This helps speakers to expand their communication by
eliciting a discursive response. E.g. “How did you handle the situation?” or
“Tell me more about..”
• Duplicate questions: Asking for the same information to verify and bring out
inconsistencies. This is usually done at the end of the delivery of information.
E.g. “Tell me the sequence of events”. Or “Earlier you outlined the actions you
took. What steps did you go through to make that choice?”
• Hypothetical questions: These questions are asked to weigh different
possibilities, to predict outcomes in hypothetical situations. E.g. “Suppose we
do not get the support we need from the management, then what should we
do?”

Paraphrasing: This is a very effective method to eliminate misunderstanding

the information. After listening attentively, re-state what you think is the
essence of the speaker’s message in your own words.

Summarize: This is a quality of a good listener, who is able to construct an

overview of the message that he/she is receiving. You should be able to grasp
the flow of thought and identify the transition from one thought to another.

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Paraphrasing and summarizing the information offers concrete proof of your

listening efforts, your willingness to understand the message and to verify the
accuracy of your comprehension of the message.

Reflecting feelings and meanings: To understand and vocally express the

emotion you think the speaker is trying to convey, by tying feelings to content.
E.g. “It sounds like you are happy with the decision of your group members”.
Or “You are unhappy because your group members pushed the proposal
through without your input”.

Encouragers: Providing brief indicators to the speaker that you are with him.
E.g. ‘Hmm’, ‘I see’, “Right’, ‘Go on’, ‘Sure’ etc.

Attentive silence: The temptation to talk is great when others are talking. You
should learn to curb this tendency by learning the value of using non-verbal
attentive listening behaviour with verbal silence. This expresses confidence in
the ability of the other person and willing to give others the time they need to
express themselves adequately.

11.4 Conclusion
In this lesson, you have learnt about the different types of listening. You also
learnt that listening is a skill that has to be developed with conscious and
deliberate efforts for which various techniques were mentioned.

11.5 Assignments
11.5.1 Class Assignment

1. Mention the different types of listening.

2. List some techniques in which a person can learn the art of listening.

11.5.2 Home Assignment

1. Listening is an art and it has to be cultivated consciously. Discuss.

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LESSON 12 BARRIERS TO LISTENING AND

STRATEGIES FOR EFFECTIVE LISTENING

12.0 OBJECTIVES ................................................................................................161

12.1 INTRODUCTION .............................................................................................161
12.2 BARRIERS TO EFFECTIVE LISTENING ..............................................................161
12.3 FAULTY LISTENING STYLES ...........................................................................163
12.4 STRATEGIES FOR BUILDING POWERFUL LISTENING SKILLS...............................163
12.5 QUALITIES OF AN EFFECTIVE LISTENER AT A GLANCE ......................................164
12.6 CONCLUSION ...............................................................................................165
12.7 ASSIGNMENTS ..............................................................................................165
12.7.1 Class Assignment................................................................................165
12.7.2 Home Assignment ...............................................................................165
MBM 303 Unit IV, Lesson 12

12. Barriers to Listening and Strategies for

Effective Listening

12.0 Objectives
In this lesson, you will learn to:

• Identify the various barriers to effective listening.

• Understand the ineffective styles of listening.
• Adopt strategies to overcome the barriers to good listening
• Comprehend the qualities of an effective listener.

12.1 Introduction
Leaders walk in other’s shoes by listening and caring. These two critical and
respected leadership characteristics can be developed, if leaders take the
time to listen with empathy, trust and commitment. It is the key to developing
and maintaining relationships, decision making, and problem solving. There
are several factors that contribute to poor listening – linguistic, physical,
psychological, etc. Adopting the right techniques to overcome these barriers,
makes one an effective listener.

12.2 Barriers to Effective Listening

As you learnt earlier, barriers can interfere with the communication process.
The following could be some of the reasons that create barriers to listening:

Content: If the listeners feel that they know much more than the speaker,
listening gets affected. Similarly, they tune out when faced with difficult
intellectual and emotional content.

Inadequate language: Poor listening may result from the listener’s weak
command over the language and narrow range of vocabulary. Excessive
usage of technical terms, superfluous words or jargon might put off the
listener. Inadequate knowledge and familiarity of inter cultural values and
conventions hinder active listening.

Antipathy towards the speaker: These are the psychological barriers of the
listener. The speaker’s enunciation, clarity, speed, tone, emotions and
appearance can affect interpretation of the message. To hold a prejudice

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against the speaker, with a belief that his attitude and convictions are contrary
to our own, affect absorption of the message. Our own strong beliefs can stop
new ideas from reaching our minds.

Mindset: Everyone brings to the communication process a unique set of

cultural, ethical, and personal values. The listener’s mindset can magnify or
diminish stimuli and this is structured by the listener’s unique physical, mental
and emotional characteristics. If other ideas run counter to our preconceived
thoughts, we tend to “tune out” the speaker and thus fail to receive them.

The trait of hasty evaluation is a common human tendency which may also act
as a hurdle in forming correct evaluation.

Medium: Distance and circumstances can cause distortion in listening. Least

effort is needed when the speaker is not visible and the most effort is needed
in face-to-face interactions because the amount of verbal and non-verbal
stimuli increases.

Distractions: Poor listening can result from the difficult conditions in which
one has to listen. Noisy surroundings, lights, odours, moving objects as well
as physical impediments like hearing disabilities, being ill, uncomfortable and
worried make it difficult to listen.

Nonverbal distractions: Many of us find it hard to listen if a speaker is

different from what we view as normal. Unusual clothing, speech mannerisms,
body twitches, or a radical hairstyle can cause enough distraction to prevent
us from hearing what the speaker has to say.

Listening speed: The average speaking speed is 125 – 150 words per
minute and the average listening rate is 500 words per minute. As we can
process thoughts at least three times faster than speakers can say them, we
can become bored and allow our minds to wander, often missing part of the
message.

Faking attention: Most of us have learned to look as if we are listening even

when we are not. Such behavior was perhaps necessary as part of our
socialization. Faked attention, however, seriously threatens effective listening
because it encourages the mind to engage in flights of unchecked fancy.
Those who practice faked attention often find it hard to concentrate even
when they want to.

Impatience: Impatience is born out of over confidence. Most of us would

rather talk because our own experiences and thoughts are most
important to us. Hence, we grab the limelight in conversations to demonstrate
our knowledge base. We sometimes fail to listen carefully because we are just
waiting politely for the next pause so that we can have our turn to speak.

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12.3 Faulty Listening Styles

It is commonly seen that much information that you send orally is lost due to
listeners’ poor listening habits. These ineffective styles in listening are
counterproductive or can be dysfunctional.

The selective listener: These listeners sift through the messages and only
listen to what they want to hear. They screen out or ignore information that
does not fit their preconceptions and select only that part of the message that
validates their own beliefs.

The casual listener: This is typically a passive or detached listening style.

Although physically present, these listeners are clearly mentally absent. The
lack of interest and effort forms one of the greatest barriers in listening.

The distracted listener: This is an active dysfunctional style of listening.

Some people get distracted very easily due to external distractions or internal
preoccupation which does not allow them to concentrate on the speaker’s
words.

The controversial listener: These listeners are always on a warpath, and

listen only to find points of disagreement. They listen with their emotions such
as fear, anger, jealousy, resentment, etc. which often result in combative
listening patterns.

12.4 Strategies for Building Powerful Listening Skills

You can reverse the harmful effects of poor habits by making a conscious
effort to become an active listener. This means becoming involved. The
following suggestions will help you become an active and effective listener,
both as a team member and as a business communicator in general:

Prepare yourself for listening: Gather information about the setting, the
topic and the speaker.

Stop talking: The first step to becoming a good listener is to stop talking. Let
others explain their views. Learn to concentrate on what the speaker is
saying, not on what your next comment will be.

Control external and internal distractions: Whenever possible, remove

competing sounds. Close windows or doors, turn off TVs and iPods, and
move away from loud people, noisy appliances, or engines. Also learn to
control internal distraction of your mind.

Establish a receptive mindset: Expect to learn something by listening. Strive

for a positive and receptive frame of mind. If the message is complex, think of
it as mental exercise to stretch and expand the limits of your mind.

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Keep an open mind: We all sift and filter information through our own bias
and values. For improved listening, discipline yourself to listen objectively. Be
fair to the speaker. Hear what is really being said, not what you want to hear.

Listen for main points: Heighten your concentration and satisfaction by

looking for the speaker’s central themes. Sometimes the speaker may
intersperse important information with casual matters. Your task is to select
what is important and register it mentally.

Capitalize on lag time: Make use of the quickness of your mind by reviewing
the speaker’s points. Anticipate what is coming next. Evaluate evidence the
speaker has presented. Don’t allow yourself to day dream.

Listen between the lines: Focus both on what is spoken and what is
unspoken. Listen for feelings as well as for facts. Learn to understand non-
verbal cues.

Judge ideas, not appearances: Concentrate on the content of the message,

not on its delivery. Avoid being distracted by the speaker’s looks, voice, or
mannerisms.

Don’t interrupt: Force yourself to listen to the speaker’s entire argument or

message before reacting. Such restraint may enable you to understand the
speaker’s reasons and logic before you jump to false conclusions.
Interruptions are not only impolite but, those who interrupt with their opinions
sidetrack discussions and cause hard feelings.

Take selective notes: In some situations thoughtful note-taking may be

necessary to record important facts that must be recalled later. Select only the
most important points so that the note-taking process does not interfere
with your concentration on the speaker’s total message.

Ask clarifying questions: Do not remain a passive listener and ask for
clarification if you have failed to understand a key point. However, be polite
and do not attack the speaker unnecessarily.

Paraphrase and summarize to increase understanding: To make sure you

understand a speaker, rephrase and summarize the message in your own
words.

Provide feedback: Let the speaker know that you are listening. Nod your
head and maintain eye contact. Ask relevant questions at appropriate times.
Getting involved improves the communication process for both the speaker
and the listener.

12.5 Qualities of an Effective Listener at a Glance

All of us can hear, but not all of us can listen. There are some qualities which
distinguish an active listener from a poor listener. An active listener:

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• does not interrupt others’ sentences.

• does not answer questions with questions.
• is aware of and guards against bias.
• never becomes preoccupied with his own thoughts while listening.
• does not try to dominate the conversation.
• gives prompt response towards the end.
• provides feedback.
• analyzes and concentrates on what is spoken about.
• takes brief notes.

12.6 Conclusion
In this lesson, you have learnt that most of the misunderstandings in
communication arise out of poor listening skills. The factors that contribute to
ineffective listening skills and the steps to overcome these impediments were
discussed. We also understood that good listening skills are a prerequisite for
success in one’s professional career and this requires a lot of hard work,
dedication and training.

12.7 Assignments
12.7.1 Class Assignment

1. How is listening an inherent skill required for effective leadership and team
building?
2. List the barriers to effective listening.
3. What are the qualities of an effective listener?
4. Mention some faulty listening styles.

12.7.2 Home Assignment

1. Mention the steps for building powerful listening skills.

2. Write a short note on the importance of listening.
3. Why is it necessary to ‘stop talking’?
4. Why is a listener asked to go easy on argument and criticism?

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