1. EFFECTIVE LISTENING SKILLS
Communication Skills
EFFECTIVE LISTENING SKILLS

2. Barriers to effective communication
Comfort of the language
Lacking clarity
Using stereotypes and generalizations
Jumping to conclusions
Using disconfirming responses
Lacking confidence
Lack of listening Skills

3. "We were given two ears but only one mouth,
What is Listening?
To hear something with thoughtful attention : give consideration
"We were given two ears but only one mouth,
because listening is twice as hard as talking."

4. What is Listening?

5. Objective Objective of Listening is… to receive information
Communication Skills
Objective
Objective of Listening is…
to receive information
to understand effectively
to enhance clarity
to empathize

6. Why Listen? to receive information to understand effectively
to enhance clarity
to empathize

7. Listening – why is it important?
Importance of Listening
Communication Skills
Listening – why is it important?
Listening
45%
Speaking
30%
Order in which we learn
Order in which we are taught
Reading
16%
Writing 9%

8. Types of Listening
Active listening. You listen closely to content and intent. What emotional meaning might the speaker be giving you? You try to block out barriers to listening. Most importantly, you are non-judgmental and empathetic.

9. Types of Listening
Passive listening (Inactive listening). The definition of this is the old adage, “In one ear and out the other.” You hear the words, but your mind is wandering and no communication is taking place.

10. Types of Listening
Selective listening. You hear only what you want to hear. You hear some of the message and immediately begin to formulate your reply or second guess the speaker without waiting for the speaker to finish.

11. Types of Listening
Reflective Listening. This is active listening when you also work to clarify what the speaker is saying and make sure there is mutual understanding.

12. Types of Listening
Empathetic Listening: Listening something with empathy is known as empathetic listening. Empathy refers to emotions. Eg: Listening to a sad event, we need to listen with sad emotions

13. Hearing Vs. Listening!

14. Differences
Hearing is like breathing, it is automatic. It is physical Effective Listening is a skill which can be achieved only through Practice. It is intellectual.

15. Hearing Vs Listening Listening is a conscious act
Listening involves hearing, receiving, comprehending and responding appropriately
Hearing is an involuntary, physical and biological act
There is no understanding or appropriate response

16. 4 Types of Listeners The Non-Listener HEARING The Marginal Listener
V/s
The Evaluative Listener
The Active Listener LISTENING

17. Advantages of Listening
Good Listening leads to positive attitude, cordial relations and better participation.
It helps us to understand the customer better
Helps you to build rapport with the customer and thus gain his confidence
It increases productivity
Provides valuable information for the purpose of decision-making.

18. What Good Listening Looks like...
Communication Skills
What Good Listening Looks like...
The Listener keeps looking at the speaker
The Listener’s body is in ‘open’ position
The listener is smiling with a pleasant &
encouraging expression
Listener looks relaxed but alert, neither tense
nor slouching
Listener utters humming sounds

19. 3 Skills for Good Listening
There are 3 levels to listening:
Attending skills
Following skills
Reflecting skills

20. Attending Skills Positive body posture Establishing eye contact
Moving in response to the speaker
Nodding and making receptive verbal signals.

21. Following Skills Demonstrating Interest
Comments such as-”Really, I see……”
Asking open-ended questions

22. Reflecting Skills Rephrasing what the speaker has said
Reflecting emotions
Reflecting implications
LISTEN!!
FOR THE WORDS
AND THE EMOTIONS

23. Do we always Listen?
If No,
Then…..
Why not?

24. 5 Reasons why we don’t listen
Listening is hard work
Competition for our attention
Fast pace of Life
Speed differences in the rate of speaking and understanding.
Lack of training

25. Barriers to Listening Noise Physical Environment
Accent / Delivery of the Speaker
Assumptions
Self Esteem
Prejudices
Perception
Preoccupation
Lack of feedback
Questions
Paraphrasing

26. Qualities of a Good Listener
The Listener keeps looking at the speaker
The Listener’s body is in ‘open’ position
The Listener is smiling with a pleasant &
encouraging expression
Listener looks relaxed but alert, neither tense
nor slouching
Listener utters humming sounds

27. Tips to Good Listening Listen carefully. Helps you to: Understand
Comprehend
Evaluate
Careful listening will require a conscious effort on your part.
You must be aware of the verbal and nonverbal messages (reading between the lines).
Be mentally and physically prepared to listen.

28. Tips to Good Listening
You can't hear if YOU do all the talking. Don't talk too much.
Listen with empathy.
Be courteous; don't interrupt. Take notes if you worry about forgetting a particular point.
Avoid stereotyping individuals by making assumptions about how you expect them to act. This will bias your listening.

29. Tips to Good Listening
Listen to how something is said. Be alert for the emotions behind the words.
Listen without thinking about how you're going to respond
Make certain you give the customer to an opportunity to voice their opinions. Don't dominate the conversation.
Maintain good body posture

30. Final Tips to Good Listening
Maintain eye contact with the instructor
Focus on content than on the way that it is being said.
Avoid selective listening
Avoid distractions
Ask questions to stay active and interested.
Face the speaker
Maintain eye contact
Respond appropriately – say yes, nod, etc.
Do not be preoccupied with your own thoughts.

31. LISTEN
SILENT