Listening:

The Mother of all Speaking

 LISTEN
L: look (establish eye contact)
I: inquire (ask questions)
S: (summarise, paraphrase occasionally and share
it with the speaker)
T: take notes (take notes mentally if not with paper
and pencil)
E: encourage (encourage the speaker through
verbal and facial expressions)
N: neutralise (neutralise any strong feelings; be
objective)
 The Chinese Saying

“The speech is difficult, silence is

impossible”
 Different types of listening:

Selective listening
Diplomatic listening
Active listening
Critical listening
Empathic listening
 Active listening:

The secret of excellence in using the face-to-

face channel lies in active listening.
Conversations can go only if both the parties
are listening. A speaker is listener and a
listener is a speaker.

The biggest block to personal communication

is one’s inability to listen intelligently,
understandingly and skilfully to another
person.
 The anatomy of poor listening:

Our brain is capable of processing 500-

750 words a minute while people only
speak 120-150 words a minute. The
listener uses only a part of their brain
to listen. It’s true that if we are not
listening, we start thinking other things.
 Contributors to poor listening:

Inadequate language

Difficult physical conditions

Lack of interest

Antipathy towards speaker

Over-enthusiasm for speaker

Lack of confidence

Impatience

Strong convictions (beliefs/opinions)

 The good listener

The good listener has a mental framework to

put ideas in

The good listener actively engages the ideas

the speaker presents

The good listener asks questions

The good listener listens with his/her whole
body

The good listener does not judge prematurely

The good listener goes beyond the message

The good listener sincerely seeks to

understand
 How to active-listen
    Ensure confidentiality
    Be empathic
    Create supportive environment
    Maintain eye contact
    Paraphrase what he/she says
 Reflect his/her feelings
 Ask open questions
 Summarize occasionally
 Focus on specific issues
 Establish priorities
 Cope with emotions
 Use silence; don’t talk much
Thank you for
listening !