Managerial Listening

Managerial ListeningManagerial Listening

““To Listen is an Effort, and Just to To Listen is an Effort, and Just to Hear is no Merit. A Duck Hears Also”Hear is no Merit. A Duck Hears Also”

““Speech is Difficult, Silence is Speech is Difficult, Silence is Impossible”Impossible”

Learning ObjectivesLearning Objectives

Identify situations where you listen ineffectively and explain the reasons for your lack of effectiveness

Identify the consequences of your ineffective listening

Follow the guidelines for informational listening

Analyze an argument or claim by evaluating the credibility of its proponent, the quality of its reasoning

Apply appropriate response styles in an emphatic listening context

What is ListeningWhat is Listening The word is derived fromThe word is derived from Two Anglo-Saxon words:Two Anglo-Saxon words: Hlysnan: hearingHlysnan: hearing Hlysonian: to listenHlysonian: to listen Difference between hearing and listeningDifference between hearing and listening Hearing is one of the five basic senses. Sound Hearing is one of the five basic senses. Sound

waves are transformed into audible impulses.waves are transformed into audible impulses.

Listening is to hear and to consider with Listening is to hear and to consider with thoughtful attention: a complex procedure thoughtful attention: a complex procedure involving interpretation and understandinginvolving interpretation and understanding

Three Stages of ListeningThree Stages of Listening

HearingHearing

AttentionAttention

Understanding: requires us to think about :Understanding: requires us to think about :

(a The Context of the message (b) The verbal and non-verbal clues (a The Context of the message (b) The verbal and non-verbal clues given by the sendergiven by the sender

Faulty Listening BehaviourFaulty Listening Behaviour Pseudo listeningPseudo listening

Selective listeningSelective listening

Defensive ListeningDefensive Listening

AmbushingAmbushing

Insulated listeningInsulated listening

Stage HoggingStage Hogging

Insensitive ListenersInsensitive Listeners

Reasons for Poor ListeningReasons for Poor Listening

EffortEffort Message OverloadMessage Overload Rapid ThoughtRapid Thought Psychological NoisePsychological Noise Physical NoisePhysical Noise Hearing ProblemsHearing Problems Faulty assumptionsFaulty assumptions Talking has more apparent Talking has more apparent

AdvantagesAdvantages Cultural DifferencesCultural Differences

Types of ListeningTypes of Listening

Content ListeningContent Listening

Critical ListeningCritical Listening

Empathic ListeningEmpathic Listening

Appropriate Response for Empathic Appropriate Response for Empathic ListeningListening

AdvisingAdvising

JudgingJudging

AnalyzingAnalyzing

PromptingPrompting

Supporting: praise, agreement, Supporting: praise, agreement, reassurance,diversion,acknowledgement,reassurance,diversion,acknowledgement,

Contd.Contd.

Content Listening :To understand and Content Listening :To understand and retain the speaker’s messageretain the speaker’s message

Critical Listening: To understand and Critical Listening: To understand and evaluate the meaning of the speaker’s evaluate the meaning of the speaker’s message on several levels: the logic of the message on several levels: the logic of the argument; the strength of the evidence, argument; the strength of the evidence, the validity of the conclusions; the the validity of the conclusions; the implications of the messages; omission of implications of the messages; omission of any important or relevant pointsany important or relevant points

Contd.Contd.

Empathic Listening: Empathic Listening:

To understand the speaker’s feelingsTo understand the speaker’s feelings

, needs, and wants so that one can, needs, and wants so that one can

appreciate his or her point of viewappreciate his or her point of view

,regardless of whether you share that ,regardless of whether you share that perspectiveperspective

Bad Listening HabitsBad Listening Habits

Do not argue or Judge prematurelyDo not argue or Judge prematurely Separate the message from the SpeakerSeparate the message from the Speaker Be opportunisticBe opportunistic ParaphraseParaphrase Evaluate the speaker’s credibilityEvaluate the speaker’s credibility Examine the speakers Evidence and Examine the speakers Evidence and

reasoningreasoning Separate facts, opinions and assumptionsSeparate facts, opinions and assumptions

Practical ListenerPractical Listener They listen to factualThey listen to factual information and information and then to test what then to test what they have learnedthey have learned by putting it toby putting it to practical use.practical use. A favourite question A favourite question would be: How does this work?would be: How does this work?

Analytical ListenersAnalytical Listeners

They are interested They are interested

in ideas expressedin ideas expressed

than the sender than the sender

of the message.of the message.

A favourite question A favourite question

would be: Whatwould be: What

Action ListenersAction Listeners

These people listen for hiddenThese people listen for hidden

messages. They like variety andmessages. They like variety and change. Their strength is in takingchange. Their strength is in taking

action and carrying out plans.action and carrying out plans.

A favourite questionA favourite question would be: if ?would be: if ?

Concept ListenersConcept Listeners

These Listeners are very interestedThese Listeners are very interested

in the message sender. in the message sender.

They are imaginative and innovativeThey are imaginative and innovative

and like to work in a co-operative and like to work in a co-operative

wayway

Fast FactsFast Facts

We listen at 125-250 wpm, think at 1000-We listen at 125-250 wpm, think at 1000-3000 wpm3000 wpm

75% of the time we are distracted, 75% of the time we are distracted, preoccupied or forgetfulpreoccupied or forgetful

20% of the time, we remember what we hear20% of the time, we remember what we hear

More than 35% of businesses think listening is More than 35% of businesses think listening is a top skill for successa top skill for success

Less than 2% of people have had formal Less than 2% of people have had formal education with listeningeducation with listening

Percentage Percentage ofof

CommunicCommunicationation

Mode of Mode of CommunicatiCommunicati

onon

Formal Formal YearsYears

of Trainingof Training

PercenPercentage of tage of Time Time UsedUsed

WritingWriting 12 years12 years 9%9%

ReadingReading 6-8 years6-8 years 16 %16 %

SpeakingSpeaking 1-2 years1-2 years 30%30%

ListeningListening 0-few hours0-few hours 45%45%

Why Be A Good Listener?Why Be A Good Listener?

… … Needs of the CustomerNeeds of the Customer

To be To be recognizedrecognized and and rememberedremembered To feel To feel valuedvalued To feel To feel appreciatedappreciated To feel To feel respectedrespected To feel To feel understoodunderstood To feel To feel comfortablecomfortable about a want or need about a want or need

Importance of ListeningImportance of Listening

Listening is the most powerful form of acknowledgment

…a way of saying, “You are important.”

Importance of Effective ListeningImportance of Effective Listening

Listening builds Listening builds stronger stronger relationshipsrelationships

…creates a …creates a desire to cooperate desire to cooperate

among people among people because they feel because they feel

accepted and accepted and acknowledged.acknowledged.


Listening promotes being heard

…”Seek first to understand, then be understood.” - Stephen Covey

Listening creates acceptance and openness

…conveys the message that “I am not judging you.”


Listening leads to learning

…openness ,encourages personal growth and learning

Listening reduces stress and tension

…minimizes confusion and misunderstanding, eliminating related stress and tension

Listening is CRITICAL in conflict resolution

…much conflict comes from the need to be heard. Successful resolution depends on being a non-anxious presence.

Barriers to ListeningBarriers to Listening Equate With HearingEquate With Hearing

Uninteresting TopicsUninteresting Topics

Speaker’s DeliverySpeaker’s Delivery

External DistractionsExternal Distractions

Mentally Preparing ResponseMentally Preparing Response

Barriers to ListeningBarriers to Listening

Listening for Facts

Personal Concerns

Personal Bias

Language/Culture Differences

Faking Attention

Bad Listening HabitsBad Listening Habits

Criticizing the subject or the speakerCriticizing the subject or the speaker Getting over-stimulatedGetting over-stimulated Listening only for factsListening only for facts Not taking notes OR outlining everythingNot taking notes OR outlining everything Tolerating or creating distractionTolerating or creating distraction Letting emotional words block messageLetting emotional words block message Wasting time difference between speed of Wasting time difference between speed of

speech and speed of thoughtspeech and speed of thought

When Are You Listening?When Are You Listening?

Non-Verbal EncouragersNon-Verbal Encouragers

Verbal EncouragersVerbal Encouragers

Active ListeningActive Listening

… … Allows you to make sure you hear Allows you to make sure you hear the words and understand the the words and understand the meaning behind the wordsmeaning behind the words

Goal:Goal: go beyond listening to go beyond listening to understandingunderstanding

Active Listening Requires…Active Listening Requires…

Definite Intent to ListenDefinite Intent to Listen Focus on the SpeakerFocus on the Speaker Verbal and Non-Verbal EncouragersVerbal and Non-Verbal Encouragers Feedback Loop to Insure AccuracyFeedback Loop to Insure Accuracy

Active Listening (4 Steps)Active Listening (4 Steps)

1.1. ListenListen

2.2. QuestionQuestion

3.3. Reflect-ParaphraseReflect-Paraphrase

4.4. AgreeAgree

Step 1: ListenStep 1: Listen

To Feelings As Well As WordsTo Feelings As Well As Words– Words – Emotions -- ImplicationsWords – Emotions -- Implications

Focus on SpeakerFocus on Speaker– Don’t plan, speak, or get distractedDon’t plan, speak, or get distracted

What Is Speaker Talking About?What Is Speaker Talking About?– Topic? Speaker? Listener? Others?Topic? Speaker? Listener? Others?

Look At SpeakerLook At Speaker Use Verbal & Non-Verbal Use Verbal & Non-Verbal

EncouragersEncouragers

Step 2: QuestionStep 2: Question

3 Purposes3 Purposes– Demonstrates you are listeningDemonstrates you are listening– Gather informationGather information– ClarificationClarification

Open-endedOpen-ended– Tell me more?Tell me more?– How did you feel?How did you feel?– Then what happened?Then what happened?

Step 3: Reflect-ParaphraseStep 3: Reflect-Paraphrase

Reflect What Is Said (In your words)Reflect What Is Said (In your words) Reflect FeelingsReflect Feelings ReframeReframe

– Capture the essence of the Capture the essence of the communicationcommunication

– Remove negative framingRemove negative framing– Move toward problem solvingMove toward problem solving

Step 4: AgreeStep 4: Agree

Get Speaker’s Consent to Your Get Speaker’s Consent to Your ReframingReframing

Speaker Has Been Heard and Knows Speaker Has Been Heard and Knows It!It!

Solution Is Near!Solution Is Near!

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Managerial Listening