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Listening Skills

Ms. Parul Raj Associate Professor JIMS Rohini

By the end, you’ll be reading about:
• • • • • • Are you a good listener ? Why is it important to be a Good Listener ? 4 Keys to becoming a Better Listener. What is Listening ? Why be a good listener ?? 10 commandments of listening.

Are you a good listener ?

Why is it important to be a Good Listener ?

Possible outcomes for Poor Listening Skills
 You could miss important information that will negatively affect the outcomes of the work you do.

Example : Car salesman/Mini Van vs. sports car.

Outcome: Lose the sale

Possible outcomes for Poor Listening Skills
 You could also misunderstand the particulars regarding tasks you are assigned at your job.

Example : Meeting with Project Manager.

Outcome: You could appear really unprepared to your boss & colleagues.

4 Keys to becoming a Better Listener.

Create a list of all the things you KEY 1 must complete the day. This will help to clear your mind of the cluster of everyday life. Listen for the details when KEY 2 someone is speaking to you. If you are in a meeting take copious notes. It will help you stay focused and you will be able to refer to them for clarity.

DO an honest Self Assessment KEY 3 of your listening skills. Ask yourself “DO I blank out when people are talking to me? DO I forget when someone has said to me only a minute after we’ve talked?” Don’t talk as much as you KEY 4 listen. Are you so busy’ “expressing yourself” that you fail to listen what others are saying ?

Listening Activities


Make a group of Four. Sequentially assign a number to every individual. 1 representative Pick up on chit from the lot. Memorize the sentence and return the chit. Go back and utter the sentence to the 2nd person. No one else should hear the sentence. Then the 2nd person should utter it to the 3rd person and so on. • The last person should announce the sentence to all. • And 1st person reads the chit. • • • • • • •

What did we learn ?
• Only verbal communication can create chaos while it reaches the last person. • Every person’s thought process influences the individual understanding. So be an active listener......

What is Listening ?
• The process of
– receiving, – constructing meaning from, – and responding to spoken and/or nonverbal messages; – to hear something with thoughtful attention

Why be a good listener ??
Needs of today… • • • • • • To be recognized and remembered To feel valued To feel appreciated To feel respected To feel understood To feel comfortable about a want or need

Stop talking Put the speaker at ease Show you want to listen Remove distractions Empathize with the speaker Be patient Hold your temper
Refrain from arguments & criticism

Ask questions & elicit more Stop talking again

Listening is the most powerful form of acknowledgment

…a way of saying, “You are important.”

Listening builds stronger relationships

…creates a desire to cooperate among people because they feel accepted and acknowledged.

Listening promotes being heard

… “Seek first to understand, then be understood.”

Listening creates acceptance and openness

…conveys the message that “I am not judging you.”

Listening leads to learning

…openness encourages personal growth and learning

Listening reduces stress and tension

…minimizes confusion and misunderstanding, eliminating related stress and tension

Listening is CRITICAL in conflict resolution

…much conflict comes from the need to be heard. Successful resolution depends on being a non-anxious presence.

Barriers to Listening
• Physical barriers
– Defective microphone or loudspeaker – Noises & voices – Very close or keeps too much distance with the loudspeaker – Frequent interruption – Transmission failures

• People related barriers
– The speaker speaks in a shrill voice – Speaks very rapidly or with an accent that is not clear – Message does not consider the speaker to be well informed – Receiver lets the mind wander rather than stay focused on the message – Listener perceives the speaker to be lacking in depth or not having adequate authority

Importance of Listening Skills in Business
• Listening skills are cultivated • Business thrives on listening • Listening contributes to knowledge up gradation. • Listening organization listen sincerely to customer’s complaints.

• Thanks………..