Professional Documents
Culture Documents
Listening
Listening
Listening
mouth,
Because listening is twice as hard as
talking”
Hearing?
&
Listening?
HEARING is automatic. . . .
LISTENING is LEARNED.
The Listening Process
motivation skills
knowledge
Communication activities of college students
Reading
Speaking Listening
Writing
Listening
Types
EVALUATE &
CRITIQUE
Why do we listen?
To gain information.
To get feed back.
To participate in another’s story.
To hear of their experiences and insights.
To be in control (information is power)
To broaden our horizons (to learn)
To create a relationship.
To respect and value others.
Listening techniques that work
Listen to body language and other non verbal
cues .
Listen precisely- avoid paraphrasing the
message and seek instead to preserve and
record the speakers exact words. It ensures
accuracy, fosters civility, increases
vocabulary, enhances retention, provides
permanent records, focuses attention, helps
follow structure, clarifies direction, enhances
your professional stature.
Repeat – let me repeat exactly what you said , this
will help us serve you better, you seem to have
said.
Empathize- means identification with and
understanding of another’s situation. You don’t
judge, advise, or instruct but reflect
sympathetically. Focus on the feeling of the
speaker. e.g.. you seem so distressed, that must
have upset you.
Clarify – clarification questions go beyond
repetition. They seek expansion of the message
heard. Please explain what does empowerment
mean? This term productivity needs explanation.
Probe – for additional information. please
give me the details, what, who, where ,when.
Listen Instructionally- responds to direct the
discussion while validating the comment. e.g.
thank you for raising the issue of
empowerment
There is communication even in silence -
how to listen, when to listen.
POSITIVE IMPACT OF POSITIVE LISTENING
Accentuate the positives
How do you feel when someone really listens to you?
Respected
Cared for
That you’ve gained rapport
Rewarded
Satisfied
Sense of achievement
Positive feelings:
Increased productivity
Stronger working relationship
Better quality of work
Greater customer satisfaction
Repeat business
Easier and better problem solving
Greater cooperation and team work
Less stress
Post - Listening
Techniques for pre – listening
instructions.
-Contextualization.
PRE - LISTENING -Pre teach vocabulary. (Look
at pictures, etc.)
-Prediction. (What is
coming)
ACTIVATING -Discussion (Discuss the
PREVIOUS topic)
KNOWLEDGE -Guiding questions.
WHILE - LISTENING
-Comparing.
-Obeying instructions.
-Filling in gaps.
PROCESSING -Detecting differences.
-Ticking of items.
INFORMATION -Information transfer.
-Sequencing.
-Matching.
POST-LISTENING
-Answering to show
comprehension.
USE OF -Summarizing.
INFORMATION -Jigsaw listening.
-Writing follow up.
-Speaking as follow up.
"Instead of listening to what is being said to
them, many managers are already listening to
what they are going to say.”
Peter Drucker
Remember
The brain processes at 1,000 to 1,400 words
per second
The mouth can speak at 125 to 140 words per
minute
That leaves a lot of time for the mind to ……
wander
To Listen
Make sure you and who you are
communicating with are ready to interact
Don’t assume anything
Listening is not about lecturing, not about
dictating, not about winning your point
Are you ready to receive
Are you connecting to the person not just
words
Effective Listening
Make eye contact
Interact with the speaker without interrupting
Repeat back what you hear to the speaker to
confirm you heard him
Limit distractions
Connect to the key points
"Courage is what it takes to stand up and
speak;
Courage is also what it takes to sit down and
listen."
Winston Churchill