Listening:

The Mother of all Speaking

Dr Shilpee A Dasgupta

LISTEN
L: look (establish eye contact)
I: inquire (ask questions)
S: (summarise, paraphrase occasionally
and share it with the speaker)
T: take notes (take notes mentally if not
with paper and pencil)
E: encourage (encourage the speaker
through verbal and facial expressions)
N: neutralise (neutralise any strong
feelings; be objective)

The Chinese Saying

The speech is difficult, silence is

impossible

Different types of listening:

Selective listening
Diplomatic listening
Active listening
Critical listening
Empathic listening

Active listening:

The secret of excellence in using the face-toface channel lies in active listening.
Conversations can go only if both the parties
are listening. A speaker is listener and a
listener is a speaker.
The biggest block to personal communication
is ones inability to listen intelligently,
understandingly and skilfully to another
person.

The anatomy of poor listening:

Our brain is capable of processing 500-750
words a minute while people only speak 120150 words a minute. The listener uses only a
part of their brain to listen. Its true that if we
are not listening, we start thinking other
things.

Contributors to poor listening:

Inadequate language
Difficult physical conditions
Non-serious listening
Lack of interest
Antipathy towards speaker

Over-enthusiasm for speaker

Lack of confidence
Impatience
Strong convictions

The good listener

The good listener has a mental framework to
put ideas in
The good listener actively engages the ideas
the speaker presents
The good listener asks questions

The good listener listens with his/her whole

body

The good listener does not judge

prematurely
The good listener goes beyond the
message: He/she takes interest in the
Message-Sender too

The good listener sincerely seeks to

understand

How to active-listen

Ensure confidentiality

Be empathic
Create supportive environment
Maintain eye contact
Paraphrase what he/she says

Reflect his/her feelings

Ask open questions
Summarize occasionally
Focus on specific issues
Establish priorities
Cope with emotions
Use silence; dont talk much

Thank you for

listening !