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Active Listening
Listening is the process of receiving, interpreting, and reacting to a message received from a speaker
Listening
• You listen with your mind, heart, and imagination
• Hearing and Listening are not the same. Hearing is a physical act. Listening is a cognitive act.
• We speak @ 125-130 wpm, but listen and comprehend @ 600 wpm (almost 4 times faster)
Active Listening
• Listening for full meaning without making premature judgments or interpretations
• Total concentration
• Summing up and integration
Effective ListeningEffective listening involves
• react to the message
• exhibit either verbal or non-verbal responses
• participate actively in the communication process
Passive ListeningPassive listening is equivalent to hearing. Passive listeners do not
• Cognitive
• Comprehension
• Paraphrasing
• Asking questions
• Exhibit non-verbal responses
• Need not necessarily comprehend/paraphrase
• No questions
• No non-verbal signals
Active versus Passive Listening
Active listening Passive listening
Process of ListeningHearing
/
Sensing
Comprehending
Decoding
Recalling
Responding
• Appreciative: for pleasure, enjoyment
• Empathetic: to provide emotional support
• Comprehensive: to understand the message
• Critical to evaluate for accepting or rejecting
TypesThere are various types of listening:
• generate ideas
• inform
• question and test assumptions as well as evidence
• Inspire
• Improve our communication
PurposesThe purpose of listening is to
Requirements
Empathy
Willingness to take
Responsibility
Intensity
Acceptance
Effective Active
Listening
• Thinking speed
• Prejudices against the speaker
• Premature evaluation
• Speaker’s delivery style
• External distractions
• Inappropriate/difficulty language
BarriersThe following are barriers to effective listening:
• Make eye contact
• Exhibit affirmative nods and appropriate facial expressions
• Avoid distracting actions or gestures
• Ask questions
• Paraphrase (extract main points)
• Avoid interrupting
StrategiesThe following are strategies to effective listening:
• Make smooth transitions between roles of speaker and listener
• Avoid prejudgment
• Watch for signals
• Make notes
Strategies (…contd)
• Obtaining useful information (to make accurate decision)
• Enabling the speaker to get feedback
• Enhancing the effectiveness of communication
• Increasing accuracy
• Understanding others
Benefits/Advantages
Effective listening techniques help in
REPLAY