LISTENING SKILLS

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WHAT IS LISTENING ? • Listening is the absorption of the meanings of

words and sentences by the brain. Listening leads to the understanding of facts and ideas.

• Listening is the ability to accurately receive and interpret messages in the communication process.

• Effective listening is a skill that underpins all positive human relationships, spend some time thinking about and developing your listening skills – they are the building blocks of success.

• Studies have shown that, whereas speaking raises blood pressure, attentive listening can bring it down.

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WHAT IS LISTENING ?

• Listening is one of the most important skills you can have.• How well you listen has a major impact on your job

effectiveness, and on the quality of your relationships with others.

For instance:• We listen to obtain information.• We listen to understand.• We listen for enjoyment.• We listen to learn.

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Non-Verbal Signs of Attentive or Active Listening

• Smile• Eye Contact• Posture• Mirroring• Distraction

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Verbal Signs of Attentive or Active Listening

• Positive Reinforcement (positive words of encouragement)

• Remembering• Questioning• Reflection(repeating or paraphrasing

what the speaker has said)• Clarification (asking questions of the

speaker to ensure that the correct message has been received)

• Summarization(Repeating a summary of what has been said back to the speaker)

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Why You Need Good Listening SkillsGood listening skills make workers more productive.

The ability to listen carefully will allow you to: • Better understand assignments and what is

expected of you;• Build rapport with co-workers, bosses, and clients; • Show support; • Work better in a team-based environment; • Resolve problems with customers, co-workers,

bosses; Answer questions;

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Why You Need Good Listening Skills

• You can learn new information through listening.• You can find it easier to get along with others.• You can avoid misunderstanding.• It is essential for business success.• You can get the right design specifications.• You can easily deal with client issues.• You can interact with others effectively.• You can close deals easily.• You can determine what the client wants.• You can build relationships.

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POOR LISTENING CAN LEAD TO MANY PROBLEMS IN THE WORKPLACE, INCLUDING:

• Dissatisfied customers• Missed deadlines• Poor morale among coworkers• Assignments completed incorrectly• Uniformed decision-making and problem

solving• Even workplace violence, harassment,

accidents/injuries or even death can result from failure to listen effectively.

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FIVE BROAD CATEGORIES THAT REPRESENT OUR “PURPOSES” FOR

LISTENING:• Survival• Informational• Empathetic• Evaluative• Appreciation

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TYPES OF LISTENINGThe three main types most common in interpersonal

relationships are:• Informational Listening (Listening to Learn)• Critical Listening (Listening to Evaluate and

Analyze)• Empathetic Listening (Listening to Understand

Feeling and Emotion)

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VARIOUS STAGES TO LISTENING

1. Hearing2. Attending3. Understanding4. Remembering5. Evaluating6. Responding

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HEARING • It refers to the response caused by sound waves stimulating the sensory receptors of the ear; it is physical response; hearing is perception of sound waves; you must hear to listen, but you need not listen to hear (perception necessary for listening depends on attention)

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ATTENTION

• Brain screens stimuli and permits only a select few to come into focus- these selective perception is known as attention,

• An important requirement for effective listening; strong stimuli like bright lights, sudden noise…are attention getters.

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UNDERSTANDING• Symbolic stimuli are not only words

but also sounds like applause… and sights like blue uniform…that have symbolic meanings as well;

• The meanings attached to the symbols are a function of our past associations and of the context in which the symbols occur;

• For successful interpersonal communication, the listener must understand the intended meaning and the context assumed by the sender.

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REMEMBERING

• Remembering is important listening process because it means that an individual has not only received and interpreted a message but has also added it to the mind’s storage bank;

• But just as our attention is selective, so too is our memory- what is remembered may be quite different from what was originally seen or heard.

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EVALUATING• It is a stage in which active listeners

participate; • It is at these point that the active

listener weighs evidence, sorts fact from opinion, and determines the presence or absence of bias or prejudice in a message;

• The effective listener makes sure that he or she doesn’t begin this activity too soon ; beginning this stage of the process before a message is completed requires that we no longer hear and attend to the incoming message-as a result, the listening process ceases

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RESPONDING

• This stage requires that the receiver complete the process through verbal and/or nonverbal feedback; because the speaker has no other way to determine if a message has been received,

• This stage becomes the only overt means by which the sender may determine the degree of success in transmitting the message.

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KEY TAKEAWAYS• The receiving stage of listening is the basic stage

where an individual hears a message being sent by a speaker.

• The understanding stage of listening occurs when a receiver of a message attempts to figure out the meaning of the message.

• The remembering stage of listening is when a listener either places information into long-term memory or forgets the information presented.

• The evaluating stage of listening occurs when a listener judges the content of the message or the character of the speaker.

• The responding stage of listening occurs when a listener provides verbal or nonverbal feedback about the speaker or message.

• During the responding stage of listening, listeners can provide speakers with two types of feedback designed to help a speaker know whether a listener is understanding and what the listener thinks of a message.

• Formative feedback is given while the speaker is engaged in the act of speech making.

• Summative feedback is given at the conclusion of a speech.

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BECOMING AN ACTIVE LISTENER• Face the speaker and maintain eye contact.• Be attentive, but relaxed.• Keep an open mind.• Listen to the words and try to picture what the

speaker is saying.• Don’t interrupt and don’t impose your “solutions.”• Wait for the speaker to pause to ask clarifying

questions.• Ask questions only to ensure understanding.• Try to feel what the speaker is feeling.• Give the speaker regular feedback.• Pay attention to what isn’t said—to nonverbal

cues.

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INTERRUPTING SENDS A VARIETY OF MESSAGES. IT SAYS:

• “I’m more important than you are.”

• “What I have to say is more interesting, accurate or relevant.”

• “I don’t really care what you think.”

• “I don’t have time for your opinion.”

• “This isn’t a conversation, it’s a contest, and I’m going to win.”

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PAY ATTENTION• Look at the speaker directly.• Put aside distracting thoughts.• Don't mentally prepare a rebuttal!• Avoid being distracted by

environmental factors. For example, side conversations.

• "Listen" to the speaker's body language

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SHOW THAT YOU'RE LISTENING

Use your own body language and gestures to convey your attention.

• Nod occasionally.• Smile and use other facial

expressions.• Note your posture and make sure it

is open and inviting.• Encourage the speaker to continue

with small verbal comments like yes, and uh huh.

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PROVIDE FEEDBACKOur personal filters, assumptions, judgments, and

beliefs can distort what we hear. As a listener, your role is to understand what is being said. This may require you to reflect what is being said and ask questions.

• Reflect what has been said by paraphrasing. "What I'm hearing is," and "Sounds like you are saying," are great ways to reflect back.

• Ask questions to clarify certain points. "What do you mean when you say." "Is this what you mean?"

• Summarize the speaker's comments periodically.

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DEFER JUDGMENT• Interrupting is a waste of time. It frustrates

the speaker and limits full understanding of the message.

• Allow the speaker to finish each point before asking questions.

• Don't interrupt with counter arguments.

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RESPOND APPROPRIATELY• Active listening is a model for respect

and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down.

• Be candid, open, and honest in your response.

• Assert your opinions respectfully.• Treat the other person in a way that

you think he or she would want to be treated.

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BARRIERS THAT SHOULD BE OBVIOUS TO US (the listener)

• Physical Surroundings/Context• Pre-Occupation/Personal Problems• Bias/Pre-Judgment• Assimilation and Filtering• Message Overload/ Complexity

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BARRIERS THAT ARE OBVIOUS TO OTHERS (the subjects of your listening):

• Rehearsing Your Talk• Monopolizing• Selective Listening– Ego-Defensive Listening– Ambushing– Literal Listening

• Knowing the Answer• Intention to Help• Having an Agenda• Behavioral Style/Orientation

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EXERCISES• Make a list of some of the abstract words you have

misunderstood. • What were the consequences of the misunderstanding?• Reflect on your listening in class or in other settings where

remembering information is important. • What keeps you from remembering important information

accurately?• Give an example of a time when you felt that your message

was misunderstood or treated with shallow attention. • How did you know your message had been misunderstood

or rejected? • What does this mean you must do as a student of public

speaking?