Upload
aakanksha-rastogi
View
221
Download
0
Embed Size (px)
Citation preview
8/2/2019 In the Work Place Environment
1/17
SHARDA UNIVERSITYSCHOOL OF ENGINEERING &
TECHNOLOGY
ESSENTIALS OF PUBLIC SPEAKING
LISTENING AT WORKPLACE
2011
SUBMITTED TO:
SUMIT BHARDWAJ
1/1/2011
8/2/2019 In the Work Place Environment
2/17
LISTENING AT WORKPLACE
Group Members :
AAKANKSHA RASTOGI ( 090101001)
ALOK SINGH ( 090101
ASHWANI SINGH (090101
KANAV CHADHA (090101
KUNAL JINDAL (090101
HIMIKA RANA (090101
HIMANSHU SHUBHANI (090101
HARRINDER KUMAR (090101
HEMLATA (090101
GIRISH PRASHAD (090101
8/2/2019 In the Work Place Environment
3/17
ACKNOWLEDGEMENT
We take immense pleasure to express our sincere gratitude to our
Essentials Of Public Speaking Professor Mr. Sumit Bharadwaj , who
has an attitude and the substance of a Genius.
We were privileged to experience a sustained enthusiastic andinvolved interest from his side. This fueled our enthusiasm even
further and encouraged us to understand the concepts of Public
Speaking.
His able guidance and useful suggestions, helped us in completing
the project work, in time.
We would also like to express our heartfelt thanks to our beloved
parents for their blessings, our friends/classmates for their help
and wishes for the successful completion of this project.
Last but not the least we would like to thanks the almighty for
guiding us.
8/2/2019 In the Work Place Environment
4/17
CONTENTS
1.Introduction
2.Types Of Listening
3.Active listening
4.Types of work place listening
5.Why You Need Good Listening Skills
6.Barriers to Listening
7. How to listen well
8. Bibliography
8/2/2019 In the Work Place Environment
5/17
INTRODUCTION
In the work place environment, there are many factors that help
determine an organization's ability and skill in maintaining the
stability and organization among its employees/members.
One of these factors includes attaining an organizationalcommunication process through effective communication skills.
Communication is the sharing of ideas and information. It is
primarily in oral or written form but communication is much more
than that. It is exchanging of information, signals, or messages as by
talk, gestures, or writing.
In communication, listening is regarded as the most importantelement.
Work-place communication that results in a misunderstanding is
often the result of poor listening habits. Establishing yourself as a
leader (no matter your position) and a good communicator is more
than just what you say and how you say it-it is understanding when
you need to be quiet and pay attention to what others are saying.Short attention spans, numerous distractions, prejudging and well,
pitiful manners are just a few reasons why you and your co-workers
may be poor listeners. The best communicators know the power of
conscious listening.
Listening well is as powerful a means of communication and
influence as talking well. This quote by John Marshall makes it all
8/2/2019 In the Work Place Environment
6/17
the more clear how important being a good listener is than just being
someone used to talking and being heard.
Hearing a conversation is quite natural, but to listen intensely and
grasp the essence of the conversation the way the speaker intended
you to, is what effective listening is all about. This is highly beneficial
to you as well as people around.
There is a process involved in Listening, played by the listener,
speaker, message and visuals.
Speakers, for instance, pre-judge their listeners. So they adapt a wayof speech that they think will best suit so that their listeners could
comprehend the meaning of their message according to them and
could get exacly what they are saying.
The Complete listening takes place in four steps:
Perception It is the immediate or intuitive recognition of what
speaker is saying by the listener.The process by which an organismattains awareness or understanding of its environment by organizing
and interpreting sensory information.
Interpretation- It involves interpreting and decoding heard
messages.
Evaluation- Evaluation involves separating facts from opinions
objectively. We often listen with prejudices and biases. This,
primarily, is what hampers effective listening. Effective listening is an
important part of building trust and strengthening business
relationship, which in turn are inevitable ingredients of building
empires.
8/2/2019 In the Work Place Environment
7/17
Action- Action involves retaining ,reacting, or providing feedback.
At work-place there are many forms of messages which are
interacted between the people.
These messages may be between officers, officers and customers ,
officers and subordinates.
Work-messages are very efficient and important for any organisation
which are well-utilized in the workplace.
These messages allow co-workers to collaborate easily without
having to leave their cubicle or office. It is important to do so in aprofessional manner to avoid any misunderstandings or blunders.
These messages are:
Straight forward instructions given by officers to their
subordinates. They may be any order about any consignment to
complete the work before deadline. May be about the format to be
followed to complete a certain job.
It may be a complicated conversation, such as an obtuse
interaction between several people, involves officers ,customers.
It may be any discussion between colleagues about any project.
To communicate well, one must master listening process.
8/2/2019 In the Work Place Environment
8/17
TYPES OF LISTENING
1. Discriminative Listening
This is the most basic type of listening, whereby the difference
between the sounds is
identified. Unless the differences between the sounds is identified,
the meaning expressed by such
differences cannot be grasped.
2. Comprehension Listening
Once we have learnt to discriminate between the different sounds,
the next step is to try to
comprehend the meaning of these sounds. In order to do this, we
require a dictionary of words,along with the rules of grammar and syntax.
3. Evaluative Listening
This kind of listening involves making judgments about what the
speaker is saying.We listen critically and try to assess what is being
said as good, bad, worthy or unworthy. We generally resort to this
kind of listening when the other person is trying to persuade us,
change .our behavior or convictions. The tendency then is toquestion what the speaker is trying to say.
4. Appreciative Listening
This kind of listening could be in the form of paying selective
attention to certain kinds of
information which might be relevant to us, or which helps to meet
our needs and goals. The tendency is to appreciate such information
better. Appreciative listening is also used when listening to good
music, poetry or a powerful speech.
8/2/2019 In the Work Place Environment
9/17
5. Empathetic Listening
In this type of listening, we try to put ourselves in the other persons
place and understand the moods, beliefs, goals and feelings behind
the speakers words. It requires excellent discrimination and paying
attention to the nuances of emotional signals. It also requires a high
degree of sensitivity and tactful probing on the part of the listener.
Empathetic listening is most often needed at the workplace, when
dealing with customer complaints, employee feedback and
problems. A manager doing a performance appraisal with an
employee for example, should listen to the employees point of viewand understand the real reasons for lack of performance.
6. Therapeutic Listening
In this type of listening, the listener goes beyond merely empathizing
with the speaker and tries to help him to change or develop in some
way. In other words, he plays the role of a therapist, by diagnosing
the problem at hand and offering a remedy or solution. It is
important in job situations, where managers try to solve the
problems of employees. Taking the same example of a manager
doing a performance appraisal, the manager should not only
understand the employees problems, but should also counsel him,
by suggesting what measures he could take to improve his
performance in future.
7. Dialogic Listening
As the name suggests, this type of listening involves listening and
learning through dialogue. This implies that listening is a two way,rather than a one way process. It involves interchange of ideas
and information between the speaker and the listener. This type of
listening is active listening, whereby the listener continuously seeks
clarifications, gives feedback and engages in conversation with the
speaker. Another name for this is relational listening, since are
relationship is established through the exchange of ideas
8/2/2019 In the Work Place Environment
10/17
ACTIVE LISTENING
Active listening is a structured way of listening and responding to
others, focusing attention on the speaker. Suspending one's own
frame of reference, suspending judgment and avoiding other internal
mental activities are important to fully attend to the speaker.
Active listening is a communication technique that requires the
listener to understand, interpret, and evaluate what (s)he hears. The
ability to listen actively can improve personal relationships through
reducing conflicts, strengthening cooperation, and fostering
understanding.
When interacting, people often are not listening attentively. . They
are often distracted, half listening, half thinking about something
else. When people are engaged in a conflict, they are often busy
formulating a response to what is being said. They assume that they
have heard what their opponent is saying many times before, so
rather than paying attention, they focus on how they can respond to
win the argument.
Active listening is a structured form of listening and responding that
focuses the attention on the speaker. The listener must take care toattend to the speaker fully, and then repeats, in the listeners own
words, what he or she thinks the speaker has said. The listener does
not have to agree with the speaker--he or she must simply state
what they think the speaker said. This enables the speaker to find
out whether the listener really understood. If the listener did not, the
speaker can explain some more.
listener understood what happened, but can indicate that he or shealso understood the speakers psychological response to it.
http://en.wikipedia.org/wiki/Attentionhttp://en.wikipedia.org/wiki/Social_interactionhttp://en.wikipedia.org/wiki/Social_interactionhttp://en.wikipedia.org/wiki/Attention8/2/2019 In the Work Place Environment
11/17
TYPES OF WORKPLACE LISTENING
1. listening to superiorsThis includes :
hearing instructions
assignments
tasks
explanations of working procedures carefully, by taking concise
notes, paraphrasing what you hear, and not interrupting.
2. listening to colleagues & teammatesThis includes :
engaging in critical listening discriminative listening.
3. listening to customersThis includes :
Organizations that listen to customers and take action increasingly
acquire loyal customers which, in turn, yields higher sales.
Taking into consideration the customers needs and wants
8/2/2019 In the Work Place Environment
12/17
WHY YOU NEED GOOD LISTENING
SKILLIn a word, the better at listening you are, the more productive you
will be in your career and more opportunities will come to you.
Those who are most skilled at listening are able to better understand
work they have been given, as well as what is expected of them.
Those who are unable to listen well, on the other hand, are more
likely to fail when they are given an assignment, or to turn in work
that is of much lower quality than is expected.
If you are a good listener, you should find it quite easy to establish
positive working relationships with bosses, clients, as well as
colleagues. Do you find that you have difficulty getting along with
others in your profession, that people quite often avoid you? Then it
might have a lot to do with how others perceive your listening skills.
If you are perceived as a bad listener, then oftentimes people will try
to avoid you altogether rather than spend the energy it requires to
communicate complex matters to you. You might then find yourselfmissing out on a lot of opportunities that would come to you quite
readily otherwise.
Good listeners are also quite adept at showing support in the work
place. They are people who sense when something is going wrong,
and then offer to jump right in when they are given the chance.
This earns you a lot of respect. Try to be aware of things that are
happening in your environment at all times even if they do not
directly concern you.
Thus good listening techniques help us to show support and
enhances the ability to work better in a team-based environment.
It provide us the quality to understand and visualise the situations
well , we can easily resolve problems with customers , co workers
and bosses. We can immediately answer any query and can easily
find underlying meanings in what others say.
8/2/2019 In the Work Place Environment
13/17
BARRIERS TO LISTENING
Bias or prejudice:
It lead us to the "knowing the answer" barrier, means that you think
you already know what the speaker wants to say, before she actually
finishes saying it. You might then impatiently cut her off or try to
complete the sentence for her.
This causes the listener to pre-judge what the speaker is saying a
kind of closed-mindedness.
A good listener tries to keep an open, receptive mind. He looks for
opportunities to stretch his mind when listening, and to acquire newideas or insights, rather than reinforcing existing points of view.
language differences or accents:
Language barriers often add misunderstandings in the workplace.
When a person speaks little English, he/she can be intimidated and
frustrated trying to communicate with English-speaking supervisors
or co-workers and visa versa. Workers may act like they know what is
being said, but in fact, may not know. In some jobs, this can be
dangerous.
Noise:
Noise is a barrier that prevents people from listening to messages.
External noise includes anything that makes it difficult to hear and
pay attention to a speaker, such as sirens blaring outside of awindow, other people talking and dogs barking.
Worry, Fear Or Anger :
Listeners may also get distracted by internal noise, which is anything
they may be thinking about that prevents them from listening.
Relationship problems, a death in the family or worrying about
money may create an inner dialogue that makes it impossible to
concentrate on what someone else is saying.
8/2/2019 In the Work Place Environment
14/17
Attention Span
Lack of attention span:
An attention span is the amount of time a person will pay attention
to a message before getting distracted. Most people's attention span
will accommodate only messages that are short and relatively simple
and do not put heavy demands on their ability to concentrate.
Watching television can shorten people's attention spans if they
engage in channel surfing -- frequently changing channels to find
something different to watch. The short length of commercials also
has accustomed people to hearing short messages.
People also have the tendency to fake attention, so that a speaker
does not realize that audience members are not actively listening to
the message. This is a habit that many people learn as young
schoolchildren, making it easier for their minds to wander during a
message because it looks as though they're paying attention.
8/2/2019 In the Work Place Environment
15/17
HOW TO LISTEN WELL
maintain eye contact; don't interrupt the speaker; sit still; nod your head; lean toward the speaker; Feeling rushed can be a significant distraction to effective
listening;
repeat instructions and ask appropriate questions when thespeaker has finished;
In order to ensure that you have understood what has beensaid, periodically summarise the essence of the discussion;
When confusion occurs during the interaction, clarify thematter as soon as possible so that further listening is not
compromised;
When listening to complicated discussions, consider makingnotes in a notebook to ensure that you get the critical details;
8/2/2019 In the Work Place Environment
16/17
CONCLUSION
8/2/2019 In the Work Place Environment
17/17
BIBLIOGRAPHY
1. www.google.com2. www.wikipedia.com3. www.exforsys.com
http://www.google.com/http://www.google.com/http://www.wikipedia.com/http://www.wikipedia.com/http://www.exforsys.com/http://www.exforsys.com/http://www.exforsys.com/http://www.wikipedia.com/http://www.google.com/