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SPEAKING AND
LISTENING SKILLS
Module 2
SAIMA AFTAB
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Module 2 SAIMA AFTAB 318
Listening
Listening, whether done by individuals or bycompanies and government, is a signal ofrespect. When people dont feel listened to,
they dont feel respected. And when theydont feel respected, they feel anger andresentment. This resentment is exacerbatedif people think youre pretending to listen but
arent.Hugo Powell
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Hearlistening is more than reaction to sounds
Focus on Message block out distractions
Comprehend/Interpret attach meaning
Analyze/Evaluateview nothing in isolation
Respond - Feedback
RememberRepetition
Mnemonics
Take Notes (Wheel Book)
Stages of Listening
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Benefits of a Good Listener
Listening improvescommunications
Listening shows youcare
Listening showsrespect for thecustomer
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Types of Listening
Inactive listening
Selective listening
Active listening
Reflective listening
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Listening Effectively
Use appropriate tone of voice
Understand communication
Provide feedback
Feedback is empathetic and nonjudgmental
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Listening Skills
Listen to content
Listen to intentListen non-judgementally
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Use Your Mind
Listen for accuracy
Listen as though
you are hearing theinformation for thefirst time
Listen forinaccuracies
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Listening Styles
Results-style:Interested in thebottom line or result of a message.
Reasons-style:Interested inhearing the rationale behind amessage.
Process-style:Likes to discussissues in detail.
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What if communication were not possible?
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Managers Should Be
Active Listeners
Make eye contact
Avoid distractions
Ask questions
Exhibit appropriate
expressions
Paraphrase
Avoid interrupting
Dont talk too much
Combine speaking and
listening
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Module 2 SAIMA AFTAB 313
Active Listening Process and Strategies
ACTIVE
LISTENING
SENSING Postpone evaluation
Avoid interruptions
Maintain interest
EVALUATING
Empathize
Organize information
RESPONDING
Show interest
Clarify the message
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Non-verbal Communication
Facial Expressions
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Non-verbal Communication
Eye Contact Gestures
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Module 2 SAIMA AFTAB 316
Barriers to Effective Listening
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Physical Distractions
Noise
Movement
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Mental Distractions
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CHECK FEELINGS
HAPPY
SAD
ANGRY
AFRAID
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Active Listening
1.Setting the stage
Choose an appropriate physical environment
Remove distractions
Be open and accessible Listen with empathy
2. Insuring mutual understanding
Reflect feelings
Paraphrase main ideas Interrupt to clarify
Confirm next steps
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3. Understanding body language
Observe position and posturing
Make eye contact Consider expression and gestures
4. Suspending judgement
Concentrate Keep an open mind
Hear the person out
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Behaviours that supporteffective listening
Maintaining relaxed body posture
Leaning slightly forward if sitting
Facing person squarely at eye level Maintaining an open posture
Maintaining appropriate distance
Offering simple acknowledgements
Reflecting meaning (paraphrase) Reflecting emotions
Using eye contact
Providing non-distracting environment
Effective Listening
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Behaviours that hindereffective listening
Acting distracted
Telling your own story without acknowledging
theirs first No response
Invalidating response, put downs
Interrupting
Criticizing Judging
Diagnosing
Giving advice/solutions
Changing the subject
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Frustration and Chaos!
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Both children want the orange
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But without good listening, neither gets whatthey want
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Techniques to improve listening skills
PARAPHRASE
Restate what wassaid in your own
words
SUMMARIZE
Pull together themain points of a
speaker
QUESTION
Challenge speaker tothink further,
clarifying both yourand their
understanding
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How can we improve ourlistening skills?
Eliminate distraction
Concentrate
Focus on the speaker
Show positive attitude towards the speaker
Ask questions
Nod your head
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How can we improve our
listening skills? cont. Take notes Ask for clarifications
Maintain eye contact
Paraphrasing
Make encouraging statements
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Methods of Interpersonal Communication
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Module 2 SAIMA AFTAB 337
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EFFECTIVEPRESENTERS
Encourage participants to present their own ideas;
Recognize that people need time to think beforespeaking;
Maintain a comfortable pace so that participants do
not feel too rushed; Reserve their own ideas and opinions until others
have had time to respond;
Accept each contribution with a positive comment;
Encourage everyone to contribute, but keep thesession focused;
Are sensitive to cultural and value differenceswithin the audience; and, Set aside any personalbiases.
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The A B C D Technique for aCaptivating Opening
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THANK YOU