EFFECTIVE

LISTENING
CHAPTER 1

Whats the difference?

HEARING ?
LISTENING?

 Most of the successful people Ive

known are the ones who do more
listening than talking.
Bernard M. Baruch

What is listening?
Listening is:
Taking in information from speakers,
other people or ourselves, while
remaining nonjudgmental and
emphatic.
Providing limited, but encouraging,
input to the talkers response, carrying
the persons idea one step forward.

Relationships
Listening is a way to acknowledge someone.
It increases self-esteem.
acknowledgement is a basic, universal
human need.
Listening is a potent force for reducing stress.
True listening builds teamwork, trust and a
sense of belonging to a group.
Emphatic listening encourages honesty,
understanding and feeling of security.
Listening also encourages people to feel selfconfident.
It is not giving advice.

Self-awareness
Listening to what we say and how we
say it.
Statement that we make ourselves
reflect our own self-concept, our
thought patterns, and our belief
systems.
I cant handle angry people
Someday Im going to find time to get
organized
Im not very artistic

 Self awareness grows as we discover

how we communicate with others.
Listening to yourself is a step toward
professional growth and development.

Professional Development and

Success
When two individual exchange ideas, a
mutual respect and trust developed,
along with a solution to the technical
problem.
For example: A manager who listens
and encourages employee growth and
career development.
Parents who discuss matters with
children pertaining their future.

Listening and Interpersonal Power

Listening skills can be used to take charge
of situations and influence their outcome.
It can reduce stress and tension as it acts
as a medium to vent negative feelings that
led to a positive outcome.
Defensive listening is a major barrier to
efficient communication and problem
solving because it perpetuates nonlistening and an argumentative
atmosphere.

 Conversely, true listening promotes cooperation.

It assumes the other person worth, dignity, and
something to offer.
Listening to others gives the information needed
to make the most of our communication.
Listening to ourselves gives us the information to
act in our best interest.

Level of Listening
Level 1- Emphatic Listening
Listeners refrain from judging the speaker.
Attempt to see themselves in others point of
view.
Characteristics:
Being aware and in the present moment.
Acknowledging and responding
Not letting oneself to be distracted.

 Paying attention to the speakers total

communication, including body language.
Being emphatic to the speakers feeling and
thoughts.
Suspending ones own thoughts and feelings to
give attention solely to listening.
The overall focus is to listen from the heart, which
opens the doorway to understanding, caring and
empathy.

Level 2- Hearing words, but not really listening

People stay at the surface of the communication
and do not understand the deeper meanings of
what is being said.
Listen logically, being concerned about content
more than feeling.
Lead to misunderstanding.

Level 3 Listening in spurts

Quiet, passive listening without responding.
Faking attention- thinking about unrelated
matters, making judgments, forming rebuttals or
advice, or preparing what to say next.
Portray a blank stare.
More interested in talking than listening.

Advantages of Listening Affectively

Increased respect, trust and rapport with
co-workers.
Decreased time spent in solving problems.
Improved self-esteem and self-confidence
because you relate more effectively with
others.
Improved supervisory skills when dealing
with employees who have a problem.