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-to-

face 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 one’s 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 120-
150 words a minute. The listener uses only a
part of their brain to listen. It’s 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; don’t talk much
Thank you for
listening !