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Business Communication

Effective Listening

Objectives
Effective
Types
How

vs ineffective listening

of listening

to become an effective listener

Introduction
 According

to
studies, within 24
hours, people are
able to recall only
about one-fourth
of what they
heard

Introduction
WRONG!!!
 Listening

is easy
 Listening comes naturally
 Hearing and listening are the same

Ineffective Listening Habits .

Ineffective Listening Habits 1. . Instead of listening they think of something else. Deciding in advance that the subject is uninteresting – Poor listeners learn what the talk is about and decide immediately that the subject is of no interest to them. write meaningless things on their notepad etc.

Focusing on the poor delivery of the speaker – Poor listeners focus on the appereance or delivery of the speaker. as well as the ones that punctuates their speech with “uh” or “er” distracts ineffective listener .Ineffective Listening Habits 2. Inappropriately dressed speakers.

Especially if it is a subject that they have some knowledge. . their minds race ahead to plan their own sentences.Ineffective Listening Habits 3. Becoming overexcited and anxious to make your own point – Poor listeners want to run ahead of the conversation.

but later when they try to remember them.Ineffective Listening Habits 4. . they often missed the less concrete but more important concepts and ideas behind the facts. Focusing only on facts – Poor listeners listens only for the facts.

Ineffective Listening Habits 5. However if these talks are not well organized by the speaker. these notes provide little insight to what was said . A tendency to outline everything – Poor listeners tend to outline lectures or speeches. when later reviewed.

. lazy or bored. They pretend to listen in an attentive posture and then mentally drift away.Ineffective Listening Habits 6. Pretending to pay attention – Poor listeners are often tired.

Allowing distractions to interfere – Distractions can be a noise that interferes with one’s ability to hear. Poor listeners take a very passive role and allows distractions to interfere with the listening process . or a visual done that attract’s one’s attention away from the listener.Ineffective Listening Habits 7.

Ineffective Listening Habits 8. Avoiding difficult material – Poor listeners do not try to listen to material that seems difficult for them .

phrases and words that affect people in an emotional way which makes some individuals block out the rest of the conversation . Responding emotionally to certain words or phrases – There are certain terms.Ineffective Listening Habits 9.

Daydreaming because of difference between speech speed and thought speed – People speak about 150 words per minute. Poor listener often becomes involved in a daydrean and forgets to tune back in . Listeners are capable of processing 500-700 words per minute.Ineffective Listening Habits 10.

Effective Listening Habits .

Accepting the challenge to get something of worth out of every situation – Good listeners may find the subject boring.Effective Listening Habits 1. but they accept the challenge and make the most of the situation by focusing on the speaker’s message. and try to derive something from the encounter .

Effective Listening Habits 2. Focus on what is being said rather than how it is being said – Effective listeners simply ignore a speaker’s poor delivery or annoying mannerisms and focus on what is being said .

Effective Listening Habits 3. instead wait for the presentation to conclude before beginning their overall evaluation . Waiting for the entire presentation before beginning evaluation – Effective listeners do not jump to conclusions about what is being said.

Once the overall ideas of the talk are understood. the facts can be remembered as logical components .Effective Listening Habits 4. Focusing exclusively on the main ideas – Good listeners look for the main ideas.

. Limiting their notetaking – Good listeners sit back and listen before picking up a pencil.Effective Listening Habits 5.

The good listener not only hears effectively but also observes the nonverbal signs of the speaker .Effective Listening Habits 6. Listening actively – Listening requires energy and attention.

. Avoiding distractions or at least controlling them – Effective listeners try to control their environment by screening out distractions.Effective Listening Habits 7.

Listening to challenging material – The good listener occasionally seeks out the difficult subjects to challenge his/her listening skills .Effective Listening Habits 8.

Filtering out emotion-laden words to challenging material – Effective listeners examine those words and phrases that have an emotional effect on them.Effective Listening Habits 9. and being aware of this problem helps them to overcome the listening barrier .

.Effective Listening Habits 10. Spending extra time on thoughts related to the material being heard – Effective listeners spend their extra thoughts on materials related to the talk to fill in the extra time between speech speed and thought speed.

Types of Listening  Appreciative  Discriminative  Comprehensive  Critical  Active .

. like listening to one’s favourite music or watching tv. ..Types of Listening  Appreciative: An individualized form of listening that obtain enjoyment through the words or experiences of others.

Types of Listening  Discriminative: Happens when people try to distinguish one sound from everything else. like stopping work to hear if the phone is ringing .

Types of Listening  Comprehensive: Happens when people listen for understanding. Involves trying hard to remember what the person is saying and to interpret the meaning as precisely as possible. .

Types of Listening  Critical: Help the listener sift through what he/she has heard and make a decission .

involves more than just paying attention or listening carefully. Please go on” .Types of Listening  Active: Also called empathic listening. It also entails empathic and supportive behaviours that tell the speaker “I understand.

Listening Response Modes  Directing / Judgemental  Advising / Solving  Interpreting  Supportive  Questioning  Empathic / active .

passes judgment – Ex. “If I were you I would…” “Why don’t you…” . “That was stupid!” “That’s right!” – Advising/solving – shares advice/offers a solution – Ex.Responding Skills  Directing / Judgemental – say what is right or wrong. good or bad.

Responding Skills  Interpreting – Analyze. “If there is any way I can help…” . pacify or comfort – Ex. “She probably did this because…”  Supportive – Reassure. explain or teach the sender about the cause – Ex.

Responding Skills  Questioning – Probes. “What makes you think that?” “Where were you?” – Open questions – require more than a yes or no answer – Closed questions – can be answered with yes or no . clarifies. inquires or seeks more info – Ex.

Using Response Styles  80% of your feedback will use 1 of 5 styles  Directing – / Judgemental Doesn’t help unless sender asks for advice  Interpreting – Works best when your intention is to offer insight into the problem’s causes .

Using Response Styles  Supporting – Works best when the sender has determined the problem and needs encouragement  Questioning – When your need for additional info is genuine  Paraphrasing – This reveals a desire to understand the sender’s thoughts and feelings .

Becoming an active listener  Listen for total meaning  Respond to feelings  Note all cues  Take time to listen  Be attentive .

restating what has been said. and silence with a nod of head  Avoid probing for additional facts  Always give positive feedback .Becoming an active listener  Employ only three kinds of verbal reactions:encouraging sounds such as uhhuh.