Presentation on theme: "EFFECTIVE LISTENING SKILLS"— Presentation transcript:
1 EFFECTIVE LISTENING SKILLS Communication SkillsEFFECTIVE LISTENING SKILLS
2 Barriers to effective communication Comfort of the languageLacking clarityUsing stereotypes and generalizationsJumping to conclusionsUsing disconfirming responsesLacking confidenceLack 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."
5 Objective Objective of Listening is… to receive information Communication SkillsObjectiveObjective of Listening is…to receive informationto understand effectivelyto enhance clarityto empathize
6 Why Listen? to receive information to understand effectively to enhance clarityto empathize
7 Listening – why is it important? Importance of ListeningCommunication SkillsListening – why is it important?Listening45%Speaking30%Order in which we learnOrder in which we are taughtReading16%Writing9%
8 Types of ListeningActive 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 ListeningPassive 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 ListeningSelective 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 ListeningReflective 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 ListeningEmpathetic 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
14 DifferencesHearing 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 appropriatelyHearing is an involuntary, physical and biological actThere is no understanding or appropriate response
16 4 Types of Listeners The Non-Listener HEARING The Marginal Listener V/sThe Evaluative ListenerThe 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 betterHelps you to build rapport with the customer and thus gain his confidenceIt increases productivityProvides valuable information for the purpose of decision-making.
18 What Good Listening Looks like... Communication SkillsWhat Good Listening Looks like...The Listener keeps looking at the speakerThe Listener’s body is in ‘open’ positionThe listener is smiling with a pleasant &encouraging expressionListener looks relaxed but alert, neither tensenor slouchingListener utters humming sounds
19 3 Skills for Good Listening There are 3 levels to listening:Attending skillsFollowing skillsReflecting skills
20 Attending Skills Positive body posture Establishing eye contact Moving in response to the speakerNodding 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 emotionsReflecting implicationsLISTEN!!FOR THE WORDSAND THE EMOTIONS
24 5 Reasons why we don’t listen Listening is hard workCompetition for our attentionFast pace of LifeSpeed differences in the rate of speaking and understanding.Lack of training
25 Barriers to Listening Noise Physical Environment Accent / Delivery of the SpeakerAssumptionsSelf EsteemPrejudicesPerceptionPreoccupationLack of feedbackQuestionsParaphrasing
26 Qualities of a Good Listener The Listener keeps looking at the speakerThe Listener’s body is in ‘open’ positionThe Listener is smiling with a pleasant &encouraging expressionListener looks relaxed but alert, neither tensenor slouchingListener utters humming sounds
27 Tips to Good Listening Listen carefully. Helps you to: Understand ComprehendEvaluateCareful 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 ListeningYou 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 ListeningListen to how something is said. Be alert for the emotions behind the words.Listen without thinking about how you're going to respondMake 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 instructorFocus on content than on the way that it is being said.Avoid selective listeningAvoid distractionsAsk questions to stay active and interested.Face the speakerMaintain eye contactRespond appropriately – say yes, nod, etc.Do not be preoccupied with your own thoughts.