Effective Listening Skills - Module 2.pptx

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1. Effective Listening Skills

2. The process of receiving , constructing meaning from, and responding to a spoken and/ or non-verbal message. Listening is an ACTIVE, VOLUNTARY process which requires ENERGY

3. Importance of Listening Skills In daily communication we spend our time in,

4. Five Sins of Interactions Accusing or Negative remark Assumptions Directive or Vague Advice Clichés Judging values

5. Talking while we should be listening is…. W R O N G !!

6. Meaning is in Receiver’s Mind Meaning cannot be transmitted like a tangible substance by the speaker It must also be stimulated or aroused in the receiver The receiver must be an active participant for the transmission to be completed

7. Using Route 350 Processing speed of brain = 500 wpm Speaking speed = 150 wpm Unused mental capacity = 350 wpm Lead to wandering of mind or tuning out called “Route 350”

8. Reflective Skills Paraphrasing: Accurately restate the speaker’s message Reflection: Accurately restate your perception Focusing: Keep the flow of the conversation goal directed and specific Clarifying: Attempt to understand vague, confusing or unclear communication

9. Listening in the class room Be on time Come prepared Take profuse notes Listen for main ideas Think ahead - implications of the things Ask questions - state what you understood

10. Dismantle the three D’s Distraction 2 1 3 Disorientation Defensiveness

11. Process of Listening RECEIVING

12. Process of Listening The process moves through the first THREE steps: Receiving Attending Understanding The next two may or may not follow, Responding (and/or) Remembering Ex: It may be desired for the listener to respond quickly or to retain the message for future reference.

13. 1. Receiving Receivers most are not connected or “tuned in” to the senders Sometimes, the problem is a physiological one (hearing deficiency, prolonged exposure to loud noises) This problem can be corrected through use of devices that help hearing loss Remember, hearing and listening are not same. However, hearing is a necessary prerequisite

14. 2. Attending Human listening is often ineffective or does not occur for reasons Receiving occurs, but attending does not Numerous messages compete for our attention and the stimuli may be external We need to choose to attend to some stimuli and reject others

15. 2. Attending Factors that determine how the choices are made, Selectivity of attention You pay attention when something familiar to you is mentioned Ex: your hometown or your favourite hobby, mention of your name during a conversation Strength of attention Length of time that the memory of something continues to influence us Sustainment of attention Our attention declines, the mind can only pay attention as long as body can support

16. 3. Understanding “Communication begins with Understanding!” In listening, both verbal and nonverbal symbols are crucial to understanding Verbal symbols – communicating through words (spoken/written) Barrier 1: Same words mean different things to different people Barrier 2: Different words sometime mean the same thing

17. 3. Understanding Non-Verbal symbols – communicating through action, nonaction and vocal factors Barrier 1: Misinterpretation of the action. Eye contact, gestures, facial expression can affect the meaning we attach to a message Barrier 2: Misinterpretation of nonaction factors - Clothes, automobile & objects, communicate something Barrier 3: Misinterpretation of voice – quality, lucidness, variety of voice affect the listener’s understanding

18. 4. Responding Different types of responses, Direct verbal responses – spoken or written Responses that seek clarification Responses that paraphrase Nonverbal responses Responding, is a form of feedback that completes the communication transaction

19. 5. Remembering Memorization of facts is not the key to good listening but it is often necessary and integral part of listening process Understanding differences between short-term & long-term memory is important Short-term memory: information is used immediately (ex: phone number) Long-term memory: recalling information/events hours, days, weeks, even years later Ex: things happened when we grow up, songs learnt, people we know We may be unaware of these for longer period and with right stimulus we recall them

20. Types of Listening

21. Discriminative Listening It is the first form of listening humans develop as babies Listening to distinguish sounds and other paralinguistic symbols such as pitch, intonation, and volume

22. Informational Listening When you try to learn important skills that are being taught to you, it’s vital that you pay attention and use informational listening skills While listening for information, the listener should not judge or gauge the authenticity or reliability of the information presented

23. Critical Listening Involves both listening for information and listening to weigh the substance of the message Here you are evaluating information - not necessarily passing judgment.

24. Empathic Listening Ability to comprehend and sense what the other person is feeling or experiencing

25. Appreciative Listening Appreciative listening or listening for amusement does not require much focus or attention

26. Biased Listening Biased listening can lead to a distortion of facts in the mind of a listener who is not tuned in to what a speaker intends to communicate

27. Sympathetic Listening We demonstrate our concern for the other person by paying great attention and expressing our sadness for their afflictions and excitement for their joys when we listen sympathetically.

28. Comprehensive Listening To understand what is being communicated through a speaker's words, comprehensive listening necessitates basic language skills and vocabulary.

29. Hearing Hearing occurs when your ears pick up sound waves being transmitted by a speaker. Hearing is an INACTIVE, INVOLUNTARY process.

30. Is Listening = Hearing?

31. Listening Hearing Act of hearing sound and understanding what you hear Act of perceiving sound and receiving sound waves through your ear Requires concentration so that your brain can process meaning from words/sentences One of the five senses and it just happens (whether you like or not) Leads to learning Simply happens Psychological Physiological Conscious Level Subconscious Level Voluntary Involuntary

32. Activity To help understand weaknesses and strengths as listeners. Instructions: Evaluate your listening skills by writing a number in the column that most accurately describes your listening skills for each of the statement given in first column The best score for each statement is 5. It indicates that you never had listening problem A perfect score is 35!

33. Activity - Questionnaire To help understand weaknesses and strengths as listeners When listening to other person, I….. Always (1 point) Usually (2 points) Often (3 points) Rarely (4 points) Never (5 points) Get distracted Interrupt Prejudge Tune out Ignore nonverbal clues Listen only to facts Assume the other person already knows Total

34. Activity - Scoring 31 – 35 points = Effective Listener 21 – 30 points = Good Listener 14 – 20 points = Not-so-good Listener 13 points or less = ??

35. 7 Levels of Listening Not Listening Ignoring or not paying attention to the other person's communications

36. 7 Levels of Listening Pretend Listening Acting as though or creating the impression that you are paying attention to another person's communications but, in fact, you are not.

37. 7 Levels of Listening Partially Listening Concentrating exclusively on a portion of the other person's communication or devoting your split attention to it

38. 7 Levels of Listening Focused Listening Giving your entire attention to the other person's communication

39. 7 Levels of Listening Interpretive Listening Going beyond simply paying attention to truly understanding what the other person is saying

40. 7 Levels of Listening Interactive Listening Participating in communications by offering clarifying questions or confirming comprehension of the content

41. 7 Levels of Listening Engaged Listening Fully engaging in communication is listening to the other person's perspectives, feelings, interpretations, values, etc., and sharing your own(s). Engaged listening allows both individuals to completely share their thoughts and feelings.

42. Activity – Meaning of words To demonstrate how a single word may be perceived and misread in a variety of ways. Understanding this can help us be more aware of the issue and better prepared to cope with it when it arises in our everyday communications. Instructions: Refer to the list of sentences considering the word ‘ fast ’ and review the different interpretations (you can choose any other word and make list of sentences) Share this list having many meanings for ‘ fast ’ with participants Ask participants if they can think of any additional meanings or interpretations Discuss the challenge that this presents to being able to clearly communicate with others Conclude the activity by re-emphasizing that the same word can mean different things to different people

43. Activity – Meaning of words List of sentences with word ‘fast’ having following meanings: A person is fast when he or she can run quickly. He or she is also fast if restrained and can’t run at all. This is not quite the same thing as playing fast and loose. A racetrack is fast when it is in good running condition. A friend is fast when he or she is loyal. A watch is fast when it is ahead of time. To be fast asleep is to be deep in slumber. To fast is also to refrain from eating. Photographic film is fast when it is sensitive to light. Bacteria are fast when they are insensitive to antiseptics

44. Activity: Observations Expect to hear suggestions about how to communicate to others your perception of the words or concepts you are presenting. Asking for others' interpretation or understanding of certain words or concepts is another useful communication tactic. Understanding how people interpret or understand words might help you communicate more clearly with others. The Oxford Dictionary records an average of 28 separate meanings for each of the 500 most-used words in the English language

45. Effective guidelines to active listening 10 ways to effective listening The Good Listener The Bad Listener 1. Look out for areas of Interest Looks forward and tries to find what he is going to get from it Eliminates topics that he/she finds uninteresting 2. Listen for ideas Listens for themes, main ideas and key details Listens for every detail 3. Consider the content and not the delivery Listens for content, ignores delivery errors If the speaker does not present himself in a credible manner, he/she do not listen 4. Suspend judgement Does not pass judgement until all facts are understood Tends to make snap judgments based on a lack of understanding 5. Work at listening Actively participates through body language and makes a concerted effort to listen. Is uninterested in listening. Fakes attention. 6. Tune out distractions Avoids distractions and focuses solely on the task in hand. Easily distracted

46. Effective guidelines to active listening 10 ways to effective listening The Good Listener The Bad Listener 7. Be flexible Reduces the number of notes taken. Adapts to the speaker’s style Perpetual note-taker. Always refers to the past 8. Capitalize on facts Confronts, anticipates, mentally summarizes, weighs the data, and listens for ambiguity and tone of speech Tends to be combative, agreeing or disagreeing based on personal opinion rather than facts; does not interpret the speaker's emotions 9. Exercise your mind Utilizes heavy stuff to challenge the mind Does not enjoy listening to complex and difficult subjects 10. Be open-minded Doesn't get caught up in emotional language. Reacts to words that are sensitive or emotional

47. Benefits of being a great Listener Respect - Listening with full attention expresses that you are respecting the speaker. Information - Devoted listening aids learning more about others. Greater Clarity - Prudent listening helps you grasp what others are trying to say, avoiding uncertainty, misunderstandings, and potential conflicts. Increased Likability - Listening to others helps you understand them better and like them more. Better Relationships - Listening builds trust and respect in personal and professional relationships.