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What is the difference of Listening and

Hearing?

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 Hearing Vs. Listening
Hearing is a physiological process which involves receiving
the sound waves by the eardrum and transferring them to the brain. It
is an involuntary act that happens automatically. Hearing refers to the
sounds that enter your ears. It is a physical process that happens
automatically.
Listening, however, requires more than that. It requires focus
and concentrated effort, both mental and sometimes physical as
well. Listening is more than hearing. It involves the process of
interpretation and inference. It is a voluntary activity and hence it is
deliberate. Hence,listening means paying attention not only to the
story, but how it is told, the use of language and voice, and how the
other person uses his or her body.

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Purpose
of
Listening

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 Types of Listening Skills
1. Discriminative listening 7. Empathetic listening
2. Comprehension 8. Therapeutic listening
listening 9. Dialogic listening
3. Biased listening 10. Relationship listening
4. Evaluative listening 11. Selective Listening
5. Appreciative listening 12. Active and Effective
6. Sympathetic listening Listening

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 Discriminative Listening
Discriminative listening is the most basic type of
listening, whereby the difference between difference sounds
is identified. If you cannot hear differences, then you cannot
make sense of the meaning that is expressed by such
differences.
We learn to discriminate between sounds within our
own language early, and later are unable to discriminate
between the phonemes of other anguages. This is one
reason why a person from one country finds it difficult to
speak another language perfectly, as they are unable
distinguish the subtle sounds that are required in that
language.
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 Comprehension Listening
The next step beyond discriminating between
different sound and sights is to make sense of them. To
comprehend the meaning requires first having a lexicon of
words at our fingertips and also all rules of grammar and
syntax by which we can understand what others are saying.
Comprehension listening is also known as content
listening, informative listening and full listening.

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 Biased Listening
Biased listening happens when the person hears
only what they want to hear, typically misinterpreting
what the other person says based on the stereotypes and
other biases that they have. Such biased
listening is often very evaluative in nature.

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 Evaluative Listening
In evaluative listening, or critical listening, we make
judgments about what the other person is saying. We seek to assess
the truth of what is being said. We also judge what they say against
our values, assessing them as good or bad, worthy or unworthy.
Evaluative listening is particularly pertinent when the other person is
trying to persuade us, perhaps to change our behavior and maybe
even to change our beliefs. Within this, we also discriminate
between subtleties of language and comprehend the inner
meaning of what is said. Typically also we weigh up the pros and
cons of an argument, determining whether it makes sense logically
as well as whether it is helpful to us.
Evaluative listening is also called critical, judgmental or interpretive
listening.
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 Appreciative Listening
In appreciative listening, we seek certain information
which will appreciate, for example that which helps meet
our needs and goals. We use appreciative listening when we
are listening to good music, poetry or maybe even the
stirring words of a great leader.

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 Sympathetic Listening
In sympathetic listening we care about the other
person and show this concern in the way we pay
close attention and express our sorrow for their ills and
happiness at their joys.

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 Empathetic Listening
When we listen empathetically, we go beyond
sympathy to seek a truer understand how others are
feeling. This requires excellent discrimination and close
attention to the nuances of emotional signals.
When we are being truly empathetic, we actually
feel what they are feeling. In order to get others to expose
these deep parts of themselves to us, we also need to
demonstrate our empathy in our demeanor towards them,
asking sensitively and in a way that encourages self-
disclosure

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 Therapeutic Listening
In therapeutic listening, the listener has a purpose of
not only empathizing with the speaker but also to use this
deep connection in order to help the speaker understand,
change or develop in some way.
This not only happens when you go to see a therapist but
also in many social situations, where friends and family seek
to both diagnose problems from listening and also to help
the speaker cure themselves, perhaps by some cathartic
process. This also happens in work situations, where
managers, trainers and coaches seek to help employees
learn and develop.

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 Dialogic Listening
The word 'dialogue' stems from the Greek words
'dia', meaning 'through' and 'logos' meaning 'words'. Thus
dialogic listening mean learning through conversation and
an engaged interchange of ideas and information in which
we actively seek to learn more about the person and how
they think.
Dialogic listening is sometimes known as 'relational listening

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 Relationship Listening
Sometimes the most important factor in listening is in
order to develop or sustain a relationship. This is why lovers
talk for hours and attend closely to what each other has to
say when the same words from someone else would seem to
be rather boring.
Relationship listening is also important in areas such as
negotiation and sales, where it is helpful if the
other person likes you and trusts you.

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 Selective Listening
This is a more negative type of listening, it implies
that the listener is somehow biased to what they are
hearing. Bias can be based on preconceived ideas or
emotionally difficult communications. Selective
listening is a sign of failing communication – you cannot
hope to understand if you have filtered out
some of the message and may reinforce or strengthen your
bias for future communications.

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 Active and Effective Listening
Active listening occurs when the listener attempts to
understand as clearly as possible what the speaker says.
Effective listening is attempting to understand the
perspective of the speaker and empathize, not sympathize,
with him or her.
Active and effective listening are combined and subsumed
under listening. Combining both makes good sense for one
reason: a person cannot separate one from the other. To
effectively listen, he must listen actively. To listen actively, he
must listen effectively. Although both are distinct
conceptually in their implementation it is virtually impossible
to separate one from the other.
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Types of Listeners

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 Active Listener
As the term implies, active listeners involve
themselves actively in the communication process by keenly
listening not only to the message but also to the way it has
been delivered.
They focus on the content as well the manner in
which it is delivered. This means that they will take note of
the verbal content along with its nonverbal subtexts. They will
not hesitate to seek clarifications, ask leading questions,
show their approval by nodding head, and summarize to
clearly indicate that they fully follow the speaker.

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 Passive Listener
Passive listeners exhibit exactly the opposite
behavioristic traits of active listeners. They pay attention only
to partial message and lack sensitivity to the nuances, inner
meanings, nonverbal subtexts involved in communication.
They allow someone to speak, without interrupting or seeking
clarifications. They do not make notes, nod their head in
approval, maintain eye contact and keep themselves idle.
Passive “listening,” is actually hearing not listening! Since
passive listeners keep their minds closed, communication
with them is futile and incomplete.

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 Non-Listener
The non-listeners do not listen at all because they
are genuinely disinterested in the subject. These people
pretend to follow the speaker while they are actually
preoccupied with something else. So, they will fake
attention, but they could easily be recognized by their blank
stare, impatient and nervousness mannerisms.

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 Marginal Listener
Impatient to listen to the main ideas, marginal
listeners pay superficial attention, and are interested only in
the bottom line. They merely hear the sounds of words, but
fail to grasp their meanings. They do not go to the deeper
level in arguments. They use external distractions to excuse
themselves from conversations. They will not have the
patience to sit through complex technical presentations,
and jump to findings and conclusions. It is risky to
communicate with marginal listeners because they arenot
focused on the main ideas and often misunderstand their
import.

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 Evaluative Listener
Evaluative listeners literally assess the verbal content
on the basis of words not paralinguistic or nonverbal cues.
Generally, they use logic to understand the content, hence,
they distance themselves emotionally from the subject. As a
result, they do not show empathy or sensitivity to the
speaker. They are mostly prejudiced and judgmental as they
presume the meaning before actually the speaker
completes a
sentence.

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THANK YOU !!!

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Letter, Memos,
and Electronic
Mails
Business Letters
An effective business letter elicits the
expected response from the readers. This can be
achieved through a concise, tactful, and accurate
writing style. A business letter serves several
purposes: for sales efforts, for complaints, for
information dissemination, for relationship building,
for problem-solving, and may others.

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Parts of a Business Letter
1. Letterhead- identifies the writer, her/his address, and
contact numbers.
2. Date- is placed between the letterhead and the inside
address; it is placed immediately below the date.
3. Inside Address- identifies the reader’s name, position and
company, and address; it is placed immediately below the
date.
4. Attention Line- is used when the writer wishes to address
the whole company but wants to bring it to the attention
of a particular person in the company.
Two formats:
1. Attention Dr. Gilda Cores 2. Attention: Dr. Gilda Cores
Parts of a Business
Letter
5. Salutation- refers to the writer’s greeting to the reader.
Three formats:
• Dear Sir:
• Sir:
• Dear Mr. Garcia
6. Body- contains the message of the letter. Paragraph are
single-spaced internally but doubled-spaced to separate
paragraphs. If the letter is too short, the body can be double-
spaced and triple-spaced from separate paragraphs.
Parts of a Business
Letter
7. Complimentary Close- refers to the expression used to end
a letter.
Below is the level of formality of the complimentary close.

Highly Formal Respectfully yours, Respectfully, Very respectfully

Polite and Formal Very truly yours, Yours very truly, Yours truly
Less Formal Sincerely yours, Yours, Cordial y yours
Informal and Friendly As ever, Best regards, Kindest regards, Regards

Based on Merriam Webster’s Guide to Business Correspondence, 1996

Parts of a Business
Letter
8. Signature Block- includes the signature and the typed
name of the sender. The typed name can be in all caps
(HARRY DAMUS) or CLC format (Harry Damus).
9. Identification Initials- indicates the typist’s initials if the
sender is not the one who personally typed the document.
10. Enclosure notation- are attachments to the letter.
Three Formats:
Enclosures (2)
Enclosure
enc./ encl.
Parts of a Business
Letter
11. Copy notation- indicates the name of the
secondary recipients of the letter. It is indicated by cc:
which means carbon copy or courtesy copies.
Three Formats of Business
Letter
1. Full Block- most commonly used
format.
2. Modified Block- another widely-
used format.
3. Semiblock- least-used style
Parts of a Business Letter

I am Jayden Smith
I am here because I love to give presentations.
You can find me at @username

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Guidelines in Writing a
Letter
1. As with the other texts, use correct format,
punctuation, spelling, and grammar.
2. Present your ideas clearly by using a
language appropriate for the target
readers.
3. Arrange your ideas logically.
4. Use an active voice as much as possible.
Apply a direct but tactful tone.

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Guidelines in Writing a
Letter
5. Focus on the readers by using the “you”
approach; this means writing in such a way that
you are talking directly to the reader.
6. Specify the name of the receiver of the letter.
However, if it is impossible to get the name of
the receiver, use a generic title (e.g., Dear Sales
Director).

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Memos, and
Electronic Mails
Memorandum or Memo
Memorandum comes from the latin term
memorare which means “to remember”. A
memorandum, which is commonly shortened to
“memo”, is meant to inform as well as to persuade
people within an organization.

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Memorandum or Memo

Most Important Information

Supporting Data
and Examples

Least Important
Information

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Advantages of Using a
Memo
1. It reaches a large number of readers at the
same time.
2. It serves as a written record that can be
accessed any time.
3. It allows a detailed and accurate delivery of
the message.

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Parts of a Memo
1.Letterhead
2. Date line
3. To line
4. Attention Line
5. From Line
6. Subject Line
7. Body
8. Identification Initials
9. Enclosure notation
10. Copy notation 5
Five Types of Memo
Request Memo:
The objective of a request memo is to gain a favorable
response to a request. The memo must be written in a
convincing way.
a. The request should be clearly stated

b. The reasons for the request should be presented.

c. If any financial costs are involved, they should be explained.
d. All expenses should be justified.
e. Recommendations for action should be presented.
f. Throughout the memo tact and diplomacy should be used.

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Five Types of Memo
Instruction Memo:
Provides the information needed by the readers to
accurately perform directions. An example is one
which directs employees how to have their annual
checkup at the company clinic.

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Five Types of Memo
Announcement Memo:
Provides the information about an event, person, or
thing. An example of this memo is one which
announces the arrival of te new message.

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Five Types of Memo
Transmittal Memo:
Serves as a cover note for note for more formal or
lengthy document. An example of this memo is one
wherein the sender is transmitting an annual report
to the board of directors.

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Five Types of Memo
Authorization Memo:
Gives permission. An example of this memo is when
an employee is allowed to have a different schedule
so she may study on Saturdays.

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Electronic Mails
An electronic mail, more commonly known as
email, has been a vital part of our everydat
communication since its inception.
An email can serve many purposes. It can be used for
directives, transmittals,documentations,
confirmations, explanantions of procedure,
recommendations, status reports, and inquiries.

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Electronic Mails
An electronic mail, more commonly known as
email, has been a vital part of our everydat
communication since its inception.
An email can serve many purposes. It can be used for
directives, transmittals,documentations,
confirmations, explanantions of procedure,
recommendations, status reports, and inquiries.

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