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SPEAKING AND LISTENING SKILLS

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SAIMA AFTAB

Listening
Listening, whether done by individuals or by companies and government, is a signal of respect. When people dont feel listened to, they dont feel respected. And when they dont feel respected, they feel anger and resentment. This resentment is exacerbated if people think youre pretending to listen but arent. Hugo Powell
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Listening Facts
10% = 55% =

35% =
10% is Content; 90% is Intent
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Stages of Listening
Hear listening is more than reaction to sounds Focus on Message block out distractions Comprehend/Interpret attach meaning Analyze/Evaluate view nothing in isolation Respond - Feedback Remember
Repetition Mnemonics Take Notes (Wheel Book)
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Benefits of a Good Listener


Listening improves communications Listening shows you care Listening shows respect for the customer
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Types of Listening
Inactive listening Selective listening

Active listening
Reflective listening
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Listening Effectively


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Use appropriate tone of voice Understand communication Provide feedback Feedback is empathetic and nonjudgmental
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Listening Skills
Listen to content Listen to intent Listen non-judgementally

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Use Your Mind


Listen for accuracy

Listen as though you are hearing the information for the first time
Listen for inaccuracies
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Listening Styles
Results-style:
Interested in the bottom line or result of a message.

Reasons-style: Interested in
hearing the rationale behind a message.

Process-style:
issues in detail.
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Likes to discuss
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What if communication were not possible?

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Managers Should Be Active Listeners


Make eye contact Avoid distractions Paraphrase Avoid interrupting

Ask questions
Exhibit appropriate expressions
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Dont talk too much


Combine speaking and
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Active Listening Process and Strategies


SENSING
Postpone evaluation Avoid interruptions Maintain interest

ACTIVE LISTENING
RESPONDING
Show interest Clarify the message
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EVALUATING
Empathize Organize information
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Non-verbal Communication

Facial Expressions

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Non-verbal Communication

Eye Contact Gestures

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Barriers to Effective Listening

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Physical Distractions
Noise Movement

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Mental Distractions

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CHECK FEELINGS

ANGRY HAPPY SAD


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AFRAID

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Active Listening
1. Setting the stage
Choose an appropriate physical environment Remove distractions Be open and accessible Listen with empathy 2.Insuring mutual understanding Reflect feelings Paraphrase main ideas Interrupt to clarify Confirm next steps
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3.Understanding body language Observe position and posturing Make eye contact Consider expression and gestures 4.Suspending judgement Concentrate Keep an open mind Hear the person out
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Effective Listening
Behaviours that support effective listening Maintaining relaxed body posture Leaning slightly forward if sitting Facing person squarely at eye level Maintaining an open posture Maintaining appropriate distance Offering simple acknowledgements Reflecting meaning (paraphrase) Reflecting emotions Using eye contact Module Providing non-distracting environment 2 SAIMA AFTAB

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Behaviours that hinder effective listening Acting distracted Telling your own story without acknowledging theirs first No response Invalidating response, put downs Interrupting Criticizing Judging Diagnosing Module Giving advice/solutions 2 SAIMA AFTAB 318 Changing the subject

Frustration and Chaos!

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Both children want the orange

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But without good listening, neither gets what they want

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Techniques to improve listening skills


PARAPHRASE
Restate what was said in your own words

SUMMARIZE
Pull together the main points of a speaker

QUESTION
Challenge speaker to think further, clarifying both your and their understanding
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How can we improve our listening skills?


Eliminate distraction Concentrate Focus on the speaker Show positive attitude towards the speaker Ask questions Nod your head

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How can we improve our listening skills? cont.


Take notes Ask for clarifications Maintain eye contact Paraphrasing Make encouraging statements

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Methods of Interpersonal Communication

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SEVEN TIPS TO BE A MEMORABLE SPEAKER


Be different Remain positive. Be confident. Use humor Call to action Engage the audience Be yourself!
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Module 2

Encourage participants to present their own ideas; Recognize that people need time to think before speaking; Maintain a comfortable pace so that participants do not feel too rushed; Reserve their own ideas and opinions until others have had time to respond; Accept each contribution with a positive comment; Encourage everyone to contribute, but keep the session focused; Are sensitive to cultural and value differences within the audience; and, Set aside any personal biases . Module 2 SAIMA AFTAB 318

EFFECTIVE PRESENTERS

The A B C D Technique for a Captivating Opening

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THANK YOU

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