ACTIVE LISTENING

SKILLS
Objectives
•Differentiate between Hearing and
Listening

• Understand the importance of Active

Listening

• Know Effective Listening Tips

Hearing is passive and occurs even
while we sleep. Listening is active
and involves hearing, Paying
attention, and understanding.
Active Listening
Active listening is an intent to "listen for
meaning", in which the listener checks with
the speaker to see that a statement has been
correctly heard and understood. The goal of
active listening is to improve mutual
understanding.
To understand active listening
easily, make sure you do the
following:

•Listen

•Understand

•Evaluate and interpret

 Benefits of active Listening
Active Listening forces people to listen
attentively to others. Helps avoid
misunderstanding as one seeks clarification
as to whether he/she has got the other
person right. It makes people more
comfortable and gets them to speak more.
Benefits of Active Listening
are:
•The other person feels that you really care.
•Genuine communication is established.
•You become more effective with you family.
your work career.
•You can resolve conflicts more easily.
Importance of Good Listening
Skills

•Work better in a team-based environment

•Resolve problems with customers
•Answer questions
•Find underlying meanings in what others say
•Leads to effective communication, makes you
a better communicator
•Helps display human touch
Effective Listening Tips
•Encourage silence to show you are
actively listening
•Never interrupt while the listener is
speaking
•Be present
•Make the listener feel heard
mportance of Good Listening
Skills
•Good listening skills make workers more productive.
•Better understand assignments and what is expected of
you
•Tells the customers that you care
•Build rapport
•Show support
•Better understanding of the situation
Effective Listening Tips
•Become a solution-oriented
listener
•Listen for what is not being said
•Resist the temptation to rebut
•Listen for information
Exercises
•What are the differences between Hearing
and Listening?
•State the benefits of Active Listening
•State the importance of Listening skills.
•Explain four effective listening tips.