Welcome to

Managerial Communications

Presenter: Prof. Rajsee Joshi

N.R. Institute of Business Management
GLS Institute of Computer Technology -
Topics Covered
• Listening:
• Process
• Purpose
• Barriers to Effective Listening
• Overcoming Barriers
• Anatomy of Poor Listening
• Features of a Good listener
 Hearing-Listening

• Hearing is a physiological process involving the

vibration of sound waves on our ear drums and
reacting to the electrochemical impulses and carried
from the inner ear to the central auditory system of
the brain.
• The brain transmits this into sound of what we hear
• Listening=Hearing + Comprehending + Interpreting
+ Responding
Meaning
Look: Understanding will improve if you can see the order
in the speech and anticipate the next topics
Identify what the instructor is saying is important to you
and why
Set-up your position to maximise the possibility of
listening and staying in touch with the lecture
Tune in: learn to increase your attention span
Examine the context to determine the main points. Check
whether you have understood correctly
Note: Taking notes will improve your concentration
Why are we inherently Poor
Listeners?

• Listening training is unavailable

• Thought speed is more than speaking
speed
• We are inefficient listeners
Process of Listening
1. Sensing /Selecting: Listener selects, from among
multiple stimuli, the only one that seems important
2. Interpreting: Decoding. Faced with multiple barriers
3. Evaluating: Assigns meaning to the message, draws
inferences, seeks accuracy of information and evidence
4. Responding: Feedback stage
5. Memory: No matter how brilliant a speaker is, most
listeners can retain only 10-25% of a talk or presentation
the day after
 Purpose of Listening
Informative Listening: Primary concern is to understand the
message.
• Three key variables are Vocabulary, Concentration and
Memory.
• Example: Listening to lectures
Attentive Listening: Goal is to understand and remember
what they are hearing
• Three skills and accompanying behaviour that are used by
attentive listeners are:
1. Attention Skills: Right posture, facial expressions, eye contact
and non-distractive environment
2. 2. Following Skills: Minimal encouragers, infrequent
questions and attentive silence.
 Purpose of Listening cont..
3. Reflecting Skills: Paraphrasing: Restating what you have
understood
Relationship Listening: Either to help an individual or to
improve the relationship between people. Therapeutic
listening is a type of relationship listening.
Appreciative Listening: Listening to music, to speakers
because you like their style
Critical Listening: For critical evaluation. Eg. Judge hearing
a case
Discriminative Listening: By being sensitive to the changes
is the speaker’s rate, volume, pitch and emphasis an
informative listener can detect even the slightest nuances.
Barriers to Listening

• Lack of Rapport between Speaker &

Audience
• Inadequate Physical conditions
• Preconceived notion
• Inappropriate Language
• Inappropriate Articulation
• Lack of Perspective
Overcoming Listening Barriers

• Have a definite purpose for listening

• Have a prior background of the Topic
• Pay unquestionable attention to what is
said
• Be effective in taking notes
• Keep away the prejudice and personal
opinions
Overcoming Listening Barriers

• Be emotionally stable
• Analyze the discourse into its basic
elements
• Aware of Non-verbal Communication
devices
• Allow the speaker to complete the speech
Benefits of Listening in Organization
• Listening helps know the organization
• Helps in making better policies
• Pacifies complaining employees
• Is important for the success of open-door policy
• Helps to spot sensitive areas before they
become explosive
• Forms a bond of respect
• Increases productivity and accuracy
Anatomy of Poor Listener
• Tunes out (stop paying attention) if delivery is
poor
• Tunes out dry subjects
• Rehearsing
• Listens casually
• Takes extensive notes
• Shows no attention
• Gets distracted easily
• Lacks concentration
Anatomy of Poor Listener

• Listening for a point of disagreement

• Tends to enter into argument without
complete comprehension
• Does not show interest in difficult
material
• Tends to entertain daydreams with slow
speakers
• Ignores the tone
Features of a good listener
• Concentrates on content not delivery
• Tries to find out what is necessary for
him/her
• Listens for ideas, facts and for central
theme
• Takes notes of only the important points
• Shows intensive interest and attention
• Tries to comprehend the message from the
tone of the speaker
Features of a good listener
• Avoids distractions
• Does not evaluate the message until
comprehension is complete, interrupts
only for clarification
• Uses difficult material as an exercise or
challenge for the mind
• Tries to anticipate the message mentally &
summarizes the evidences
Listening Exercise
1. Who are the parties to the conversation?
2. What are the eligibility criteria for the work-
study program?
3. Is the student eligible?
4. Which are the 2 types of work-study programs
available?
5. What previous work experience does the caller
have?
6. Where is the opening and for which position?
7. How many work hours per week are required?
8. Who is the final authority for recruitment?
Thank You