LISTENING SKILLS

Listening is the absorption of

meaning of words and sentences by
the brain. It leads to the
understanding of facts and ideas.
Hearing V/S Listening

 Listening involves much more than just

hearing.
 Hearing is simply perceiving sound; sound
waves strikes the eardrum, sending
impulses to the brain.
 Listening is an active process whereas
hearing is a passive process.
Why do we listen?

 To gain information.

 To broaden our horizons(to learn)

 To get feed back.

 To participate in another’s story.

 To create a relationship.

 To respect and value others.

Statistics support Active Listening
All listeners do not receive the same
message.

 We hear uniquely different messages

 Physiological factors, social roles,

cultural background, personal interests,
and needs.
Fallacies about Listening
 Listening is not my problem!
 Listening and hearing are the same
 Good readers are good listeners
 Smarter people are better listeners
 Listening improves with age
10 reasons for poor listening
 Effort – its hard to stay focused
 Message overload – too much at once
 Rapid thoughts
 Psychological noise – personal concerns
 Physical noise – distractions
 Faulty Assumptions - “heard it all before”
 Talking has more advantages
Listening is an active process

It has three steps

 Hearing
 Understanding
 Judging
 9-14

The HURIER Model:

Components of Effective Listening
b. Understanding
a. Hearing (comprehending c. Remembering
(paying careful the messages (being able to
attention to what being sent) recall the message
is being said) being sent)

Effective Listening

f. Responding d. Interpreting
(replying to the e. Evaluating (not reading anything
sender, letting (not immediately into the message the
him or her know passing judgment sender is communicating)
you are paying on the message
attention) being sent)
 Responding

 Clarifying a message
 Confirming understanding of a message
 Nonverbal responses
 Feedback – verbal responses
 Care about what the speaker says
 Responding With Empathy

 Emotional Intelligence
 Understand the Feelings
 Ask Appropriate Questions
 Paraphrase Emotions
ACTIVE LISTENING REQUIRES

 Avoiding distractions
 Reduce noise
 Not thinking about what to
say
 Not thinking about other
things
ACTIVE LISTENING
TUNE
DOWN
TUNE YOUR
UP OWN
WHAT INTERNAL
THEY VOICES
ARE
SAYING

If you are listening to your own voice you can’t be


listening to someone else’s voice
Beware: Whose Voice Are You Hearing

Advice to Improve Nonverbal
Communication Skills
Positive Nonverbal Actions Include:
• Maintain eye contact.
• Nod your head to convey that you are listening or
that you agree.
• Smile and show interest.
• Lean forward to show the speaker you are
interested.
• Notice the tone of voice that matches
the message
 The Keys to Effective Listening
Keys to Effective The Bad Listener The Good Listener
Listening

1. Capitalize on thought Tends to daydream Stays with the speaker,

speed mentally summarizes the
speaker, weighs evidence,
and listens between the lines

2. Listen for ideas Listens for facts Listens for central or overall
ideas

3. Find an area of interest Tunes out dry speakers or Listens for any useful
subjects information

4. Judge content, not Tunes out dry monotone Assesses content by listening
delivery speakers to entire message before
making judgments

5. Hold your fire Gets too emotional or worked Withholds judgment until
up by something said by the comprehension is complete
speaker and enters into an
argument
 The Keys to Effective Listening (cont)
Keys to Effective The Bad Listener The Good Listener
Listening

6. Work at listening Does not expend energy on Gives the speaker full
listening attention

7. Resist Distractions Is easily distracted Fights distractions and

concentrates on the speaker

8. Hear what is said Shuts out or denies Listens to both favorable and
unfavorable information unfavorable information

10. Use handouts, overheads, Does not take notes or pay Takes notes as required and
or other visual aids attention to visual aids uses visual aids to enhance
understanding of the
presentation
Final note

The most basic of all human

needs is the need to
understand and be
understood. The best way
to understand people is to
listen to them.
- Ralph Nichols