QUESTION

(a) (b) Distinguish between hearing and listening. What are the purposes of listening? What are the t basic rules for good listening? (8 marks) Studies reveal that listening efficiency is no better than 25 to 30 per cent. Why? (8 marks)

ANSWER
(a) DEVELOPING COMMUNICATION SKILLS: LISTENING SKILLS There are a number of situations when you need to solicit good information from others; these situations include interviewing candidates, solving work problems, seeking to help an employee on work performance, and finding out reasons for performance discrepancies. Skill in communication involves a number of specific strengths. Hearing means not focusing on any sound coming to ears but listening demands mental exertion to understand what the speaker is saying and in what context. The purpose of listening includes:

Proper understanding of the message Effective feedback to the speaker Evaluating information for intended message Describe specifically what you have observed describe your reactions give the other person an opportunity to respond offer specific suggestions summarize and express your support

The following lists some suggests for effective listening: (i) Listen openly and with empathy to the other person (ii) Judge the content, not the messenger or delivery; comprehend before you judge (iii) Use multiple techniques to fully comprehend (ask, repeat, rephrase, etc.) (iv) Active body state; fight distractions (v) Ask the other person for as much detail as he/she can provide; paraphrase what the other is saying to make sure you understand it and check for understanding

(vi) Respond in an interested way that shows you understand the problem and the employee's concern (vii)Attend to non-verbal cues, body language, not just words; listen between the lines (viii)Ask the other for his views or suggestions (ix) State your position openly; be specific, not global (x) Communicate your feelings but don't act them out (eg. tell a person that his behavior really upsets you; don't get angry) (xi) Be descriptive, not evaluative-describe objectively, your reactions, consequences (xii)Be validating, not invalidating ("You acknowledge other's uniqueness, importance wouldn't understand");

(xiii)Be conjunctive, not disjunctive (not "I want to discuss this regardless of what you want to discuss"); (xiv)Don't totally control conversation; acknowledge what was said (xv)Own up: use "I", not "They"... not "I've heard you are not cooperative" (xvi)Don't react to emotional words, but interpret their purpose (xvii)Practice supportive listening, not one way listening (xviii)Decide on specific follow-up actions and specific follow up dates

(b) The listening becomes ineffective and its efficiency is no better than 25 to 30 percent because of the following reasons. (i) Mistrust or looking per hidden meanings. (ii) Clash of priorities among speaker & listeners. (iii) Different social or educational background. (iv) Lack of shared vocabulary. (v) Emotions (anger, fear, frustration).

The possible reasons may be some of the cultural barriers. Secondly sensation and perception means heaving (the reception of stimuli by the sensory organ, the ears) is not the same as listening, where the mind and memory are engaged in receiving, selecting, organizing interpreting and storing information from the stimuli.