Lesson 5 - Listening Skills in Communications.pdf

Lesson 5 - Listening Skills in Communications

1. BASIC
INTERPERSONAL
COMMUNICATION
LESSON 5: Listening Skills in Communication

2. BIC4253 -BASIC INTERPERSONAL COMMUNICATION
Lesson 5 –Listening Skills in Communication
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•To learn how to
§Listen rather than simply hear.
§Listen actively.
§Continue to build goodwill.
•Start by answering these questions:
•What do good listeners do?
•What is active listening?
•How do I show people that I’m listening to them?
•Can I use these techniques if I really disagree with
someone?
Listening

3. BIC4253 -BASIC INTERPERSONAL COMMUNICATION
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Listening is even
more crucial.
Listening is an active practice by which a message is decoded and interpreted correctly.
Hearing is simply the sense by which sound is perceived.
3
Listening

4. BIC4253 -BASIC INTERPERSONAL COMMUNICATION
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Listening
Research
shows that at
the workplace,
on average,
worker :
32.7% of
their time
listening
25.8% of
their time
speaking 22.6% of
their time
writing

5. BIC4253 -BASIC INTERPERSONAL COMMUNICATION
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Types of Listening
https://surejob.in/types-of-listening.html

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Lesson 5 –Listening Skills in Communication
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1.Pay attention.
•Good listening requires energy.
•You have to resist distractions and tune out
noise
•To avoid listening errors caused by
inattention
•Before àWhat answers do you need to get (anticipate the
answers, put down question and listen to answers during
conversation)
•At the end àCheck your understanding.
•After àWrite down key points
What do good listeners do?

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2.Focus on the speaker(s) in a Generous
Way.
•Some people listen looking for flawsor they
may listen as if the discussion were a war,
listening for points on which they can attack
the other speaker.
•Good listeners, in contrast,
•are more generous
•They weigh all the evidence before they come to judgment.
•They realize that they can learn something even from people
they do not like.
What do good listeners do? (cont)

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3.Avoid assumptions.
•Many listening errors come from making faulty
assumptions.
•In contrast, asking questions can provide useful
information.
•To avoid listening errors caused by faulty
assumptions,
•Don’t ignore instructions you think are unnecessary.
•Consider the other person's background and experience
•Paraphrase what the speaker has said, giving him or her a
chance to correct your understanding
What do good listeners do? (cont)

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4.Listen for feelings as well as facts
•Sometimes, people just want to have a
chance to fully express themselves.
•Sometimes, people may have objections
that they can't quite put into words.
•To avoid listening errors caused by focusing solely
on facts
•Consciously listen for feelings
•Pay attention to tone of voice and facial expression.
•Silence does not mean consent, Invite other person to speak
What do good listeners do? (cont)

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•Active listening is feeding back either the literal
meaning or the emotional content or bothso
as to demonstrate that you have heard and
understood a speaker.
•Asking for more information and stating one's
own feelings is another way to show active
listening.
Active Listening

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10 Barriers to Effective Listening
Excessive talkingPrejudiceDistractions
ExpectationsMisunderstandingInterrupting
Faking attentionFearEmotions

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Active Listening
Five
strategies
create active
responses
Paraphrase
content.
Mirror the
speaker’s
feelings.
State your
own feelings.
Ask for
information
or
clarification.
Offer to help
solve the
problem.

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Paraphrasing
content
•“You’re saying that
you don’t have time
to finish the report by
Friday.”
Ordering,
threatening
•“I don’t care how you
do it. Just get that
report on my desk by
Friday.”
Mirroring
feelings
•“It sounds like the
department’s
problems really
bother you.”
Preaching,
criticizing
•“You should know
better than to air
“bring to public” the
department’s problems
in a general meeting.”
•Blocking Response•Active Response
Blocking Response vs. Active Response

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Stating one’s own
feelings
•“I’m frustrated
that the job isn’t
completed yet,
and I’m worried
about getting it
done on time.”
Interrogating
•“Why didn’t you tell me that you
didn’t understand the instructions?”
Asking for information or
clarification
•“What parts of the
problem seem
most difficult to
solve?”
Minimizing the
problem
•“You think
that’s bad. You should see
what I have to do this week.”
•Blocking Response•Active Response
Blocking Response vs. Active Response

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•To show people that you are listening,
acknowledge comments with:
•Words.
•Nonverbal symbols.
•Actions.
To Show You’re Listening

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•Most of us do our worst listening when we are
in highly charged emotional situations, such as
talking with someone with whom we really
disagree, getting bad news, or being criticized.
•At work, you need to listen even to people with
whom you have major conflicts.
•Good listening is crucial when you are
criticized, especially by your boss.
Can I use these techniques if I really disagree with someone?

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Active Listening Improves Leadership
•Many leaders do not make enough of an effort to use
their active listening skills.
•Communication is not a one-way transmission of
information, but rather a two-way street that is affected
by individual perceptions, personal styles, and culture.
•Lack of active listening creating serious disconnects in
the workplace that can negatively impact employee
engagement and leave leaders struggling to utilize
influencing strategies effectively.
•Since conversations involve a two-way exchange of
messages and responses, failure to listen on either side
can render even the most carefully crafted message
completely ineffective.

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Benefit of Active Listening
Inspire teams
Emotional intelligence
Building trust
Build strong relationship
Earn respect
Understand issues and
crisis better
Resolving conflicts
Prevent accidents