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Structure: Introduction Objectives What is listening? Barriers to Listening Strategies for Effective Listening Listening in a Business Context General Discussion
Introduction
Listening is the most important of all the aspects of communication. Listening precedes communication. Listening is more frequent on job than speaking, reading or writing. New model of business based on teamwork requires more effective listening skills than before for greater coordination. We will understand true meaning of listening, examine some obstacles to listening and discuss methods to be adopted for better listening in the workplace.
Objectives
Distinguish Clearly between hearing and listening. Categorize the main barriers to effective listening. Assess our listening skills by adopting specific strategies. Recognize the importance of listening in the workplace.
What is Listening?
Lundsteen states Listening is a highly complex process by which spoken language is converted to meaning in the mind. Stephen Covey identified listening as one of the seven habits of highly effective people. Listening is skill that can be cultivated and developed just like speaking, reading or writing. Though listening and hearing are synonymous key difference is hearing is passive process and listening is active. It means being alert to and understanding the meaning behind the speakers words. Processing the information, reconstructing the information and also giving meaning to the information.
Types of Listening
Discriminative Listening Comprehension Listening Evaluative Listening Appreciative Listening Empathetic Listening Therapeutic Listening Dialogic Listening
Discriminative Listening
Most basic type of listening whereby the difference between the sounds is identified. Difference in sounds expresses the meaning. Difficult to speak the language of other country as we find sounds similar and do not understand the subtle differences.
Comprehensive Listening
Once we discriminate between the different sounds, next step is to comprehend the meaning of these sounds. To do this we require
Dictionary of words Rules of grammar and syntax Need to understand speakers nonverbal behavior Meaning of nonverbal behavior Body Language Tone of voice
Evaluative Listening
Involves making judgment about what the speaker is saying. Listening critically and trying to assess if it is good, bad, worthy or unworthy. We generally resort to this type of listening if we sense persuasion, change our behavior or convictions. We have tendency to question the speaker.
Appreciative Listening
Paying selective attention to certain kinds of information. Relevant to us. Meets our needs and goals. Tendency is to appreciate such information better. Listening to good music, poetry or powerful speech are examples of appreciative listening.
Empathetic Listening
This type of listening we try to put ourselves in the other persons place. Understand the moods, beliefs, goals and feelings behind the speakers words. It requires following:
Excellent discrimination. Paying attention to nuances of emotional signals. High degree of sensitivity. Tactful probing on the part of the listener.
Examples are dealing with customer grievances, employee feedback, Performance review by manager.
Therapeutic Listening
Listener tries to help speaker change or develop in some way more than just merely empathizing with the speaker. In other words listener plays role of therapist and diagnosing the problem at hand and offering a remedy or solution. Examples are social situations involving family or personal problems resolved through counseling. Example of Manager doing performance review where he does counseling suggesting measures subordinate would take to improve performance in future.
Dialogic Listening
This type of listening involves listening and learning through dialogues. Listening is two-way rather than a one-way process. Interchange of ideas and information between listener and speaker. Active listening involving continuous clarifications, feedbacks and listener engaging in conversation with the speaker. Since relation is established through exchange of ideas it is called as relational listening as well.
Barriers to Listening
Obstacles that stand in the way of effective listening.
1. 2. 3. 4. 5. 6. 7. 8. Physiological Barriers Physical Barriers Attitudinal Barriers Wrong Assumptions Cultural Barriers Gender Barriers Lack of Training Bad Listening Habits
Please refer to Page No. 62 A Good Listener table showing characteristics of good listener.
1. 2. 3. 4. 5.
General Discussion
As a student of management, which types of listening would you need to practice most often. Describe any situation in your experience where the communication failed because the listening was faulty. Identify the barrier to listening in this situation and how you overcome this barrier.
Thank You