Communication by Communication by ListeningListening

Presented by Sudha Soni PGPSE INTERMEDIATE

pgpse AFTERSCHOOOlMary Ellen Guffey, Business Communication: Process and Product, 4e

Ch. 3, Slide 2

ListeningListening

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 3

The Listening ProcessThe Listening Process

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 4

The Listening ProcessThe Listening Process

PerceptionPerception

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 5

The Listening ProcessThe Listening Process

InterpretationInterpretation

PerceptionPerception

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 6

The Listening ProcessThe Listening Process

EvaluationEvaluation

InterpretationInterpretation

PerceptionPerception

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 7

The Listening ProcessThe Listening Process

EvaluationEvaluation

ActionAction

InterpretationInterpretation

PerceptionPerception

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 8

Listening Process Listening Process BarriersBarriers

Mental Barriers

• Inattention

• Prejudgment

• Frame of reference

• Closed-mindedness

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 9

Physical and Other Barriers

• Hearing impairment

• Noisy surroundings

• Speaker’s appearance

• Speaker’s mannerisms

• Lag time

Listening Process Listening Process BarriersBarriers

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 10

Listening in the Listening in the WorkplaceWorkplace

• Listening to superiors

• Listening to employees

• Listening to customers

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 11

Improving Listening in the Workplace• Stop talking.• Control external and internal distractions.• Become actively involved.• Separate facts from opinions.• Identify important facts.• Ask clarifying questions.• Paraphrase to increase understanding.• Take notes to ensure retention.

Listening in the Listening in the WorkplaceWorkplace

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 12

Skillful Listening to Customers• Pay attention to content (not to

appearance, form, or surface issues).• Listen completely.• Listen primarily for the main idea;

avoid responding to sidetracking issues.

• Do only one thing at a time; listening is a full-time job.

Listening in the Listening in the WorkplaceWorkplace

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 13

Ten Misconceptions Ten Misconceptions About ListeningAbout Listening

1. Listening is a matter of intelligence.Fact: Careful listening is a learned behavior.

2. Speaking is a more important part of the communication process than listening.

Fact: Speaking and listening are equally important.

3. Listening is easy and requires little energy.Fact: Active listeners undergo the same physiological

changes as a person jogging.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 14

Ten Misconceptions Ten Misconceptions About ListeningAbout Listening

4. Listening is an automatic reflex.Fact: Listening is a conscious, selective process;

hearing is an involuntary act.

5. Speakers are able to command listening.Fact: Speakers cannot make a person really listen.

6. Hearing ability determines listening ability. Fact: Listening happens mentally – between the ears.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 15

Ten Misconceptions Ten Misconceptions About ListeningAbout Listening

7. Speakers are totally responsible forcommunication success. Fact: Communication is a two-way street.

8. Listening is only a matter of understanding a speaker’s words. Fact: Nonverbal signals also help listeners gain

understanding.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 16

Ten Misconceptions Ten Misconceptions About ListeningAbout Listening

9. Daily practice eliminates the need for listening training. Fact: Without effective listening training, most practice

merely reinforces negative behaviors.

10. Competence in listening develops naturally.

Fact: Untrained people listen at only 25 percent efficiency.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 17

Most Irritating Most Irritating Listening HabitsListening Habits

1. Rushing the speaker and making him feel he is wasting the listener’s time.

2. Interrupting the speaker.3. Not looking at the speaker.4. Getting ahead of the speaker

(finishing her thoughts).5. Not responding to the speaker’s

requests.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 18

Most Irritating Most Irritating Listening HabitsListening Habits

6. Showing interest in something other than what the speaker is saying.

7. Saying “Yes, but . . .,” as if the listener’s mind is made up.

8. Topping the speaker’s story with “That reminds me . . .” or “That’s nothing; let me tell you about. . . .”

Ch. 3, Slide 19 Mary Ellen Guffey, Business Communication: Process and Product, 4e

Most Irritating Most Irritating Listening HabitsListening Habits

9. Forgetting what was talked about previously.

10. Asking too many questions about details.

Based on International Listening Association <www.listen.org/pages/ irritating listening habits.html>, January 2001.