TECHNICAL COMMUNICATION SKILLS

LISTENING

PERHAPS LISTENING CAN NOT BE TAUGHT BUT MANY OF US ARE CONVINCED THAT IT

CAN BE LEARNT- CARL WEAVER

Poor listening due to various reasons on the part of the receiver can act as a barrier to communication.

Listening is not as easy as it appears. There have been difficult times often because people have not listened properly.

We hear most of the times but listen occasionally. On numerous occasions our attention gets diverted.

HEARING v/s LISTENING When we hear something, we take it casually, but when we listen to

something, we do so seriously. No effort is made in hearing while for listening conscious efforts are

made. Hearing is called a physiological process and listening is a mental process.

LISTENING AS A PROCESSListening is a process that begins with hearing. The process of listening comprises of hearing, interpreting, evaluating and then responding. Any improper step in this process may affect listening. Such a listening is called perceptive listening. Earnest D Nathan says: “Perceptive listening is a conscious cognitive effort involving primarily the sense of hearing reinforced by other senses and leading to understanding.”

TYPES OF LISTENING•Combative •Superficial •Appreciative•Attentive• Focused•Reflective/ Evaluative• Empathetic

Combative- Listener is more bothered about his own view points than the contents delivered by the speaker. He wastes energy to grab opportunity to barge into the talk and throw upon his points. He wants to draw attention.

Superficial- Listener has little awareness of what is being said. His output is zero as he is unable to concentrate on the message.

Appreciative- the main purpose is to get enjoyment and pleasure.

Attentive – The listener listens to the speaker patiently and believes him. He neither checks the speaker nor mistrusts him.. The listener lacks independent thinking and gets carried away by what has been said.

Reflective/evaluative – The listener is alert and carefully evaluates each word spoken by him. He pays lots of attention by paraphrasing and recapitulating what the speaker has said. He forms his own opinion and reciprocates that in a responsible manner.

Focused- It means listening to only specific information. The main purpose is to get specific information that might be useful to take some decision. Most common type.

Empathetic- Listening not only to what the speaker is saying but also to how he/she is saying, his feelings, emotions and state of mind. The listener has to understand and respond to the affective signals made by the speaker (if any) and interpret them.

Whatever the type, there is always a purpose of listening to the message. In order to achieve that purpose, one must know

the difference between effective and ineffective listening EFFECTIVE LISTENING

The listener• Knows the purpose and is motivated to listen.• Understands the language of the speaker.• The content is accessible because of familiarity with it.• Pays attention to the theme, main points and supporting

details.• As he concentrates , he thinks ahead, hypothesises and

predicts.• Asks questions for clarifications.

• Interprets and analyses while listening.• Is able to use different strategies for different types of

discourses.

INEFFECTIVE LISTENINGThe listener • Has no purpose and motivation to listen• Finds the language difficult.• The content is unfamiliar • Does not pay attention and is unable to

concentrate• Does not think ahead• Does not question the speaker regardless of

whether he/she has heard accurately or not• Does not interpret and analyse while he/she listens• Is not able to use strategies

ADVANTAGES OF LISTENING1. CONVERSATION- Laid on the foundation of listening2. INTERVIEWS –Active listening and listening to every word will keep you focused and to the point3. ORGANIZATIONAL ACTIVITIES- Effective listening plays a crucial role in receiving instructions and making decisions.4. NEGOTIATION- Effective listening can help in clinching a deal. 5. GROUP DISCUSSION- Helps in maintaining unity in members. Candidates are able to react to other participants’ viewpoint.6. MEETINGS- Makes the objectives of the meeting successful. Meeting is a good platform to announce good policies, propagate organization’s business and resolve challenges, effective listening becomes mandatory.

FACTORS AFFECTING LISTENING/ BARRIERS TO LISTENING

EXTERNAL FACTORS• NOISE- Cell phones, traffic flow, disturbance in faulty connectivity in telephonic

talk• VENUE- Dark room, improper ventilation/ sitting arrangements/ temperature• TIME- Too much information in less time, meetings at short notice, after office

hours/ on holidays• STATUS- People in habit of listening attentively to those who have status. Many

organization send top level employees time to time to bridge the gap• CULTURE- Includes people’s way of dressing, mannerisms and value additions

INTERNAL FACTORSSTATE OF MIND- Feelings of anger, envy, frustration and anxiety disrupt concentration and block listening. If emotionally charged, people misinterpret words and react unfavourably, unable to focus, develop disinterest

EGO- People at same hierarchy ignoring each other’s ideas and suggestions because of ego. Imp. Issues get side-lined due to ego clashes.

PREJUDGEMENT- Judge individuals or messages before hearing them fully. Jump to conclusions on basis of a particular word or impression, hence shirk listening. Because of pre-conceived notions., refuse to listen at all

LANGUAGE- Usage of difficult language/ words distracts listeners