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The process of receiving, constructing meaning from, and
responding to a spoken and/ or non-verbal message.
Listening is an
ACTIVE, VOLUNTARY process which requires ENERGY

Importance of Listening Skills
In daily communication we spend our time in,

Five Sins of Interactions
Accusing or Negative remark
Assumptions
Directive or Vague Advice
Clichés
Judging values

Talking while we should be listening is….
W R O N G !!

Meaning is in Receiver’s Mind
• Meaning cannot be transmitted like a tangible substance by the
speaker
• It must also be stimulated or aroused in the receiver
• The receiver must be an active participant for the transmission
to be completed

Using Route 350
Processing speed of brain = 500 wpm
Speaking speed = 150 wpm
Unused mental capacity = 350 wpm
Lead to wandering of mind or tuning out called “Route 350”

Reflective Skills
• Paraphrasing: Accurately restate the speaker’s message
• Reflection: Accurately restate your perception
• Focusing: Keep the flow of the conversation goal directed and
specific
• Clarifying: Attempt to understand vague, confusing or unclear
communication

Listening in the class room
• Be on time
• Come prepared
• Take profuse notes
• Listen for main ideas
• Think ahead - implications of the things
• Ask questions - state what you understood

Dismantle the three D’s
Distraction
2
1 3
Disorientation
Defensiveness

Process of Listening
RECEIVING

Process of Listening
The process moves through the first THREE steps:
1. Receiving
2. Attending
3. Understanding
The next two may or may not follow,
• Responding (and/or)
• Remembering
Ex: It may be desired for the listener to respond quickly or to retain the message for future
reference.

1. Receiving
• Receivers most are not connected or “tuned in” to the senders
• Sometimes, the problem is a physiological one (hearing deficiency,
prolonged exposure to loud noises)
• This problem can be corrected through use of devices that help
hearing loss
• Remember, hearing and listening are not same. However, hearing is
a necessary prerequisite

Effective Listening Skills - Module 2.pptx

2. Attending
• Human listening is often ineffective or does not occur for
reasons
• Receiving occurs, but attending does not
• Numerous messages compete for our attention and the stimuli
may be external
• We need to choose to attend to some stimuli and reject others

2. Attending
Factors that determine how the choices are made,
• Selectivity of attention
• You pay attention when something familiar to you is mentioned
• Ex: your hometown or your favourite hobby, mention of your name during a conversation
• Strength of attention
• Length of time that the memory of something continues to influence us
• Sustainment of attention
• Our attention declines, the mind can only pay attention as long as body can support

3. Understanding
“Communication begins with Understanding!”
In listening, both verbal and nonverbal symbols are crucial to
understanding
1. Verbal symbols – communicating through words (spoken/written)
• Barrier 1: Same words mean different things to different people
• Barrier 2: Different words sometime mean the same thing

3. Understanding
1. Non-Verbal symbols – communicating through action, nonaction
and vocal factors
• Barrier 1: Misinterpretation of the action. Eye contact, gestures, facial
expression can affect the meaning we attach to a message
• Barrier 2: Misinterpretation of nonaction factors - Clothes, automobile &
objects, communicate something
• Barrier 3: Misinterpretation of voice – quality, lucidness, variety of voice affect
the listener’s understanding

4. Responding
Different types of responses,
1. Direct verbal responses – spoken or written
2. Responses that seek clarification
3. Responses that paraphrase
4. Nonverbal responses
Responding, is a form of feedback that completes the communication
transaction

5. Remembering
• Memorization of facts is not the key to good listening but it is often necessary and
integral part of listening process
• Understanding differences between short-term & long-term memory is important
• Short-term memory: information is used immediately (ex: phone number)
• Long-term memory:
• recalling information/events hours, days, weeks, even years later
• Ex: things happened when we grow up, songs learnt, people we know
• We may be unaware of these for longer period and with right stimulus we recall them

Discriminative Listening
It is the first form of listening humans develop as babies
Listening to distinguish sounds and other paralinguistic symbols such as
pitch, intonation, and volume

Informational Listening
• When you try to learn important
skills that are being taught to you,
it’s vital that you pay attention and
use informational listening skills
• While listening for information, the
listener should not judge or gauge
the authenticity or reliability of the
information presented

Critical Listening
Involves both listening for information and listening to weigh the
substance of the message
Here you are evaluating information - not necessarily passing judgment.

Empathic Listening
Ability to comprehend and sense what the other person is feeling or
experiencing

Appreciative Listening
Appreciative listening or listening for amusement does not require
much focus or attention

Biased Listening
Biased listening can lead to a distortion of facts in the mind of a
listener who is not tuned in to what a speaker intends to communicate

Sympathetic Listening
We demonstrate our concern for the other person by paying great attention and expressing
our sadness for their afflictions and excitement for their joys when we listen sympathetically.

Comprehensive Listening
To understand what is being communicated through a speaker's words, comprehensive
listening necessitates basic language skills and vocabulary.

Hearing
Hearing occurs when your ears pick up sound waves
being transmitted by a speaker. Hearing is an
INACTIVE, INVOLUNTARY process.

Listening Hearing
Act of hearing sound and understanding
what you hear
Act of perceiving sound and receiving sound
waves through your ear
Requires concentration so that your brain
can process meaning from words/sentences
One of the five senses and it just happens
(whether you like or not)
Leads to learning Simply happens
Psychological Physiological
Conscious Level Subconscious Level
Voluntary Involuntary

Activity
To help understand weaknesses and strengths as listeners.
Instructions:
1. Evaluate your listening skills by writing a number in the
column that most accurately describes your listening skills for
each of the statement given in first column
2. The best score for each statement is 5. It indicates that you
never had listening problem
3. A perfect score is 35!

Activity - Questionnaire
To help understand weaknesses and strengths as listeners
When listening to
other person, I…..
Always
(1 point)
Usually
(2 points)
Often
(3 points)
Rarely
(4 points)
Never
(5 points)
Get distracted
Interrupt
Prejudge
Tune out
Ignore nonverbal
clues
Listen only to facts
Assume the other
person already knows
Total

Activity - Scoring
31 – 35 points = Effective Listener
21 – 30 points = Good Listener
14 – 20 points = Not-so-good Listener
13 points or less = ??

7 Levels of Listening
Not Listening
Ignoring or not paying attention to the other person's communications

Pretend Listening
Acting as though or creating the impression that you are paying
attention to another person's communications but, in fact, you are not.

Partially Listening
Concentrating exclusively on a portion of the other person's
communication or devoting your split attention to it

Focused Listening
Giving your entire attention to the other person's communication

Interpretive Listening
Going beyond simply paying attention to truly understanding what the
other person is saying

Interactive Listening
Participating in communications by offering clarifying questions or
confirming comprehension of the content

Engaged Listening
Fully engaging in communication is listening to the other person's
perspectives, feelings, interpretations, values, etc., and sharing your own(s).
Engaged listening allows both individuals to completely share their
thoughts and feelings.

Activity – Meaning of words
To demonstrate how a single word may be perceived and misread in a variety of ways.
Understanding this can help us be more aware of the issue and better prepared to cope with it
when it arises in our everyday communications.
Instructions:
1. Refer to the list of sentences considering the word ‘fast’ and review the different
interpretations (you can choose any other word and make list of sentences)
2. Share this list having many meanings for ‘fast’ with participants
3. Ask participants if they can think of any additional meanings or interpretations
4. Discuss the challenge that this presents to being able to clearly communicate with others
5. Conclude the activity by re-emphasizing that the same word can mean different things to
different people

Activity – Meaning of words
List of sentences with word ‘fast’ having following meanings:
• A person is fast when he or she can run quickly.
• He or she is also fast if restrained and can’t run at all.
• This is not quite the same thing as playing fast and loose.
• A racetrack is fast when it is in good running condition.
• A friend is fast when he or she is loyal.
• A watch is fast when it is ahead of time.
• To be fast asleep is to be deep in slumber.
• To fast is also to refrain from eating.
• Photographic film is fast when it is sensitive to light.
• Bacteria are fast when they are insensitive to antiseptics

Activity: Observations
• Expect to hear suggestions about how to communicate to others your
perception of the words or concepts you are presenting.
• Asking for others' interpretation or understanding of certain words or
concepts is another useful communication tactic.
• Understanding how people interpret or understand words might help you
communicate more clearly with others.
The Oxford Dictionary records an average of 28 separate meanings for each
of the 500 most-used words in the English language

Effective guidelines to active listening
10 ways to effective listening The Good Listener The Bad Listener
1. Look out for areas of Interest
Looks forward and tries to find
what he is going to get from it
Eliminates topics that he/she
finds uninteresting
2. Listen for ideas
Listens for themes, main ideas
and key details
Listens for every detail
3. Consider the content and not
the delivery
Listens for content, ignores
delivery errors
If the speaker does not present
himself in a credible manner,
he/she do not listen
4. Suspend judgement
Does not pass judgement until
all facts are understood
Tends to make snap judgments
based on a lack of
understanding
5. Work at listening
Actively participates through
body language and makes a
concerted effort to listen.
Is uninterested in listening. Fakes
attention.
6. Tune out distractions
Avoids distractions and focuses
Easily distracted

Effective guidelines to active listening
10 ways to effective listening The Good Listener The Bad Listener
7. Be flexible
Reduces the number of notes
taken. Adapts to the speaker’s
style
Perpetual note-taker. Always
refers to the past
8. Capitalize on facts
Confronts, anticipates, mentally
summarizes, weighs the data,
and listens for ambiguity and
tone of speech
Tends to be combative, agreeing
or disagreeing based on
personal opinion rather than
facts; does not interpret the
speaker's emotions
9. Exercise your mind
Utilizes heavy stuff to challenge
the mind
Does not enjoy listening to
complex and difficult subjects
10. Be open-minded
Doesn't get caught up in
emotional language.
Reacts to words that are
sensitive or emotional

Benefits of being a great Listener
• Respect - Listening with full attention expresses that you are respecting
the speaker.
• Information - Devoted listening aids learning more about others.
• Greater Clarity - Prudent listening helps you grasp what others are trying
to say, avoiding uncertainty, misunderstandings, and potential conflicts.
• Increased Likability - Listening to others helps you understand them
better and like them more.
• Better Relationships - Listening builds trust and respect in personal and
professional relationships.

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Effective Listening Skills - Module 2.pptx

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Effective Listening Skills - Module 2.pptx