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ActiveListening

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LISTENING: The Silent SideOf Communication

Effective communication existsbetween two people when the receiver interpretsand understands the senders message in theway the speaker intended

it. Speaking and listening skills both are necessary

for communication to serve its purpose. Listening is an art, a skill, a discipline and like

other skills it needs self control

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Active Listening

Active listening is a way of listening and respondingto another person in such a way that the person feelsthat they have been heard.

Active listening is not only a learnable skill it is alsoan attitude.

Active listening is hard work

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LEONARDO DA VINCI

Most people listen withouthearing

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Listening A neglected art We spend between 50 to 80

percent of our walking life incommunicating.

On average half, of thecommunication time is spendin listening.

We remember only 20 to 25percent of what we hear.

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Listening Is Learned First And UsedMost But Taught Least.

Learned Used Taught

Listening 1 st Most ( 45% ) Least

Speaking 2 nd Most ( 35% ) Least

Reading 3 rd Least ( 16% ) Most

Writing 4 th Least (9% ) Most

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Listening and Hearing

Listening is not the same as hearing. Hearing is a sensory function of the ears alone. Listening is not only with our ears but also with

our eyes, minds and hearts.Eyes-listen to the facial expressions & gestures

Mind-Tries to comprehend its meaningHeart-understand the feelings behind the words

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Purpose Of Listening

Various objectivesTo learnTo increase ones understanding

To increase ones options To relieve ones boredom

In the professional world-Listening

turns out to be a very significant.

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What do we communicate bylistening??

Interested in him as a person

His feelings are important to us We respect his opinions Not trying to evaluate or change him Want to understand him He is worth listening to We are the kind of person he can talk to

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The Process of Listening

Sensing Interpreting Evaluating Remembering Responding

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Types of Listening Discriminative listening : listening is discriminative

when we decide which part of the speakersmassage is to be retained and which is not.

Evaluative listening : listening is evaluative when thelistener weigh and analyze the evidence beforereaching a conclusion.

Appreciative listening : everybody likes to be

appreciated. When the listener like some part of amessage he/she must show appreciation.

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Types of Listening

Empathic listening : when the listener puts himself in the position of the speaker he empathizes withhim. This listening helps in building up healthyhuman relations.

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Levels of Listening Marginal Listening Evaluative listening Projective Listening

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Differences Between

Good And Bad Listeners

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Keys to effective

listening

The bad

listener

The good

listener 1 Find areas of

interest

Tunes out dry

subjects

Seeks opportunities

2 Judge content,not delivery

Tunes out Skips over errors

3 Hold your fire Tends to argue Completescomprehension

4 Listen for ideas Listens for facts Listens for central

theme

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5 Work atlistening

Shows no energy output. Fakes attention

Works hard, exhibitsactive body state

6 Resist

distractions

Easily distracted Fights or avoids

distractions

7 Keep yourmind open

Reacts to emotional words

Doesnt get hung up onthem

8 Note taking Takes down every spoken word Assesses and takes notesaccordingly

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Barriers to Effective Listening

Internal Barriers:

Hearing what you want to hear

Biased listening

Hot Buttons or the Effects of Emotions onListening

Physical Barriers Semantic Barriers

Lack of Training

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Barriers to Effective Listening

External Barriers

Talker not speaking loudly enough

Talkers mannerisms, appearance Loud noises

Interruptions, phone calls Knowing the answer

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Contd

Treating discussion as competition Trying to influence or impress Reacting to red flag words Believing in language

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Importance of Active Listening

Respect Trust Productivity Accuracy Enhances Relationships Conflict Resolution

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Importance of Active Listening

Learning Confidence Innovative solutions Reduces negative assumptions

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Ten Commandments of Listening

1. Listener should stop talking. Talking distracts bothspeaker and more so the listener.

2. Put the speaker at ease.

3. Show the speaker that you are interested in listening tohim.

4. Remove distractions.

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Ten Commandments of Listening

5. Place yourself in speaker's shoes to look at things fromhis viewpoint.

6. Be patient and let the speaker take his own time to makehis point without hurrying.

7. Control your temper at any provocation from thespeaker.

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Ten Commandments of Listening

8. Go easy on criticism and argument.

9. Pose honest questions.

10. The first commandment, stop talking , is repeated astenth commandment since it is very important.

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SIER Hierarchy of Active Listening

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1. SENSING Begins by hearing, seeing and receiving the verbal and nonverbal aspects

of the message. Concentration is required in this phase. The receiver's positive body language help the sender deliver the message

properly.

2. INTERPRETING After receiving the message, receiver must interpret and place it in

meaningful context. The speakers speech is linked to the verbal and non-verbal elements of

the message. Interpreting helps insure that the receiver is understanding corresponds to

the sender's meaning.

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3. EVALUATING Active listening occurs at the evaluation phase after the interpretation

phase. The receiver must sort fact from opinion. The receiver needs to judge the message based on its strengths and

weaknesses and how well it is liked or disliked. The evaluation phase consists of both logical and emotional components.

4. RESPONDING Two-way communication requires the receiver to respond to the sender. It

provides feedback to the sender on how well the message has conveyed

and encourages further interaction between the two parties. Responses can be both verbal and non-verbal. Pruning questions provide additional detail and clarification.

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The most basic of all human needs isto understand and to be understood. Thebest way to understand people is bylistening to them carefully.

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WE WERE GIVEN TWO EARS

BUT ONLY ONE MOUTH

THIS IS BECAUSELISTENING IS TWICE

AS HARD AS TALKING

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THANK YOU.