1. LISTENING EFFECTIVELY „The Neglected Skill”

2. ”I like to listen. I have learned a great deal from listening. Most people never listen.” Ernest Hemingway

3. Listening is an essential part of being a good communicator. It is not enough to merely hear, listening involves responding intellectually and emotionally. Listening is sadly neglected, written off as a passive skill.

4. TIME DEVOTED TO VARIOUS COMMUNICATION SKILLS LISTENING 53% READING 17% SPEAKING 16% WRITING 14% TOTAL 100%

5. Listening involves: -the ability to understand what is being said (both the words and non-verbal communication supporting the words) -the ability to organise and analyse the messages in order to retain them for subsequent use.

6. Types of Listening Listening for information Critical listening Reflective listening Listening for enjoyment

7. Reasons for improving listening Encouragement to others Possession of all the information Improved relationships Resolution of problems Better understanding of people

8. A good listener gains: -information -understanding -listening in return -cooperation

9. Ten Aids To Good Listening Be prepared to listen Be interested Keep an open mind Listen for the main ideas Listen critically (in an unbiased way) Resist distractions* Take notes Help the speaker** Play back Hold back

10. *Major distractions -Physical and environmental: -external noise, traffic, laughter,etc. -room temperature -Your own internal distractions: -your reactions to the speaker (dislike, lack of respect or trust) -your reaction to the topic -premature judgement -planning and rehearsing your reponse -your frame of mind

11. - Distractions caused by the speaker: -mannerisms -appearance or dress -vocal tone pace or accent -language used, too simple or too complex, jargon, technical, dialect

12. **Five Types Of Listener Response Nodding the head slightly Looking at the speaker attentively Remarking: ’I see’, ‘Really?’,etc. Repeating back the last few words the speaker said. (Can be irritating!) Reflecting back to the speaker your understanding of what has just been said.(‘You feel that…’).

13. THANK YOU FOR YOUR ATTENTION!