Transcript Slide 1

Communication Skills
EFFECTIVE LISTENING SKILLS
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
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."
What is Listening?
Objective
Objective of Listening is…
– to receive information
– to understand effectively
– to enhance clarity
– to empathize
Communication Skills
Why Listen?
 to receive information
 to understand effectively
 to enhance clarity
 to empathize
www.firstpersonality.com
Importance of Listening
Communication Skills
Listening – why is it important?
45%
30%
Speaking
16%
9%
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.
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.
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.
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.
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
Hearing Vs. Listening!
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.
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
4 Types of Listeners
• The Non-Listener
HEARING
• The Marginal Listener
V/s
• The Evaluative Listener
• The Active Listener
LISTENING
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.
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
3 Skills for Good Listening
• There are 3 levels to listening:
–Attending skills
–Following skills
–Reflecting skills
Attending Skills
Positive body posture
Establishing eye contact
Moving in response to the speaker
Nodding and making receptive verbal
signals.
Following Skills
Demonstrating Interest
Comments such as-”Really, I
see……”
Asking open-ended questions
Reflecting Skills
Rephrasing what the speaker has
said
Reflecting emotions
Reflecting implications
LISTEN!!
FOR THE WORDS
AND THE EMOTIONS
Do we always Listen?
If No,
Then…..
Why not?
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
Barriers to Listening
•
•
•
•
•
•
•
•
•
Noise
Physical Environment
Accent / Delivery of the Speaker
Assumptions
Self Esteem
Prejudices
Perception
Preoccupation
Lack of feedback
– Questions
– Paraphrasing
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
www.firstpersonality.com
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.
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.
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
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.
LISTEN
SILENT