LISTENING

Listening is an art that when done well delivers

tremendous benefits. The goal of listening
well is to achieve win-win communication. 
Why do we listen?
Reasons for
Information
listening

Evaluation

Instructions

Pleasure

Support & empathy

 Kinds of Listening
• Comprehensive (Informational) Listening---for
the content of the message.
• Critical (Evaluative) Listening to judge the
message
• Appreciative (Aesthetic) Listening --- listen for
enjoyment.
• Therapeutic (Empathetic) Listening---listen to
support others but not judge them
 Listening Process

Listening is a complex process—an

integral part of the total communication
process, albeit a part often ignored..
 Good Listening Skills
• Listen by using the ears to hear the message,
the eyes to read body language (when
listening in person), the mind to visualize the
person speaking (when on the telephone), and
intuition to determine what the speaker is
actually saying.
• A good listener, both on the telephone and in
person, will always be physically and mentally
present in the moment.
 Good Listening Skills
• Get rid of distraction
• Don’t judge prematurely
• Look for key ideas
• Ask questions
• Paraphrase
 What Not to Do When Listening:

• Interrupt
• Allow distractions
• Judge
• Criticize
• Argue
• Use clichéd phrases such as “I know exactly how you feel,” “It's
not that bad,” or “You'll feel better tomorrow”
• Get pulled into responding emotionally
• Change the subject or move in a new direction
• Rehearse in your head what you plan to say next
• Give advice
 Poor Listening
• Pseudolistening
• Stage hogging
• Selective listening
• Filling in gaps
• Assimilation to prior messages
• Insulated listening
• Defensive listening
• Ambushing
• Insensitive listening
 Remember that effective listening can open many
doors. If you listen with your eyes, your ears and your
mind, you will always get the information you need.