EFFECTIVE LISTENING (MPU3223)

Topic 4: Barriers to Active Listening

OBJECTIVES
8 Barriers to Active
Listening

Ways to Overcome the

Barriers
 OVERVIEW

Barriers to Active Listening

 EIGHT Barriers (1)
Image of Leadership

Silence as Agreement

Lack of Know How

Individual Makeup
 EIGHT Barriers (2)
External Pressure

Time and Place

Emotion

Cultural Differences
 Barriers to Active Listening
• Most of us would see some of the skills and
behaviours associated with active listening as
basic courtesy.
– Silence/ not interrupting

• Other active listening skills, such as asking

clarifying questions or responding promptly
are less familiar.
 1. The Image of Leadership
• Societies value leaders who are action
oriented, charismatic, visionary, and directive,
the expectation is that leaders should have the
answers, call the shots and DO ALL THE
TALKING.

• Emphasis on the performance of leaders cuts

into their ability to be quiet and listen.
 1. The Image of Leadership
• Leaders believe they listen just as much as they
talk.

• Studies show they do 80% of talking in their

interactions with others.
 2. Silence as Agreement
• Listening quietly can be confused with agreement
or acceptance of the other’s ideas and
perspective.

• Active listening allows different viewpoints to be

aired and assessed.

• No discount or hold back of opinion or objections

should take place.
 2. Silence as Agreement
• Instead, allow sufficient time to learn, uncover
assumptions and seek clarify (with an open mind)
when listening.
 3. External Pressure
• Volatile, uncertain, complex or ambiguous
environment makes it tempting not to listen.

• The daily demands one faces make it difficult

for us to slow down, focus, inquire, and listen.

• Actively solicit information and make sense of

it under uncertain conditions
 4. Lack of Know-How
• Listening is a neglected communication skill.

• Emphasis is mainly on how to effectively “get

your message out”.

• Minimal effort is made to accurately receive the

message of others.

• Eg: Not knowing how to read non-verbal cues to

accurately receive the meaning.
 5. Individual Makeup
• Consists of 2 parts:-

• An individual’s

– Experience

– Personality
 6. Time and Place

• Challenging when you’re not in the same room

with the person you are communicating with.

• Problems with telephone calls and video

conferences.
– Detached
– Non-verbal cues are missing
– Weak connection problem
– Multitasking
 7. Emotion

• Tend to react quickly or passionately when strong

feelings are involved.

• Use active listening to

– Ease tensions
– Address conflicts
– Find common ground to solve problems
 7. Emotion

• Low grade emotions can make listening well difficult.

• Eg: When communicating with someone who doesn’t

respect you, it may be challenging to listen
– Without judging
– With patience

• An active listener is able to manage his feelings and

help others to manage theirs.
 8. Cultural Difference

• The way we work, communicate and listen is

deeply connected to our cultural backgrounds.

• Natural behaviours or routine can be

misinterpreted and cause unexpected problems
when communicating with others whose cultural
backgrounds are different from ours.

• Most of us are culturally biased.

 8. Cultural Difference

• While listening, it is important to be mindful of

our own assumptions and interpretations.
TUTORIAL
Read the scenario below and answer the
questions that follows:-

Scenario:
Kevin and Yen were discussing their meeting report for their
presentation and Kevin realised Yen had not prepared a good report.
Enraged, Kevin shouted at Yen and said “ Yen! You have prepared it all
wrong! This is unbelievable!”. Kevin threw the report on the floor, and
left the room.

1. Based on the 8 barriers to active listening that you have learnt,

what barrier is demonstrated by Kevin? Explain your answer with
evidence from the dialogue above.
2. What is ONE recommendation that you can give to Kevin.
 References:
1. Burley-Allen, M. (1995). Listening the Forgotten Skill.
University of Michigan. John Wiley & Sons

2. Shore, L. B. (2010). Listen To Succeed. United States.

The End