EFFECTIVE LISTENING SKILLS

1. Communication Skills EFFECTIVE LISTENING SKILLS

2. Barriers to effective communication • Comfort of the language • Lacking clarity • Using stereotypes and generalizations • Jumping to conclusions • Using disconfirming responses • Lacking confidence • Lack of listening Skills

3. What is Listening? • To hear something with thoughtful attention : give consideration "We were given two ears but only one mouth, because listening is twice as hard as talking."

4. What is Listening?

5. Communication Skills Objective • to receive information • to understand effectively • to enhance clarity • to empathize Objective of Listening is…

6. Why Listen? • to receive information • to understand effectively • to enhance clarity • to empathize www.firstpersonality.com

7. Importance of Listening Communication Skills Listening – why is it important? Listening 45% Speaking 30% Order in which we are taught Order in which we learn Reading 16% Writing 9%

8. Types of Listening Active listening. You listen closely to content and intent. What emotional meaning might the speaker be giving you? You try to block out barriers to listening. Most importantly, you are non-judgmental and empathetic.

9. Types of Listening Passive listening (Inactive listening). The definition of this is the old adage, “In one ear and out the other.” You hear the words, but your mind is wandering and no communication is taking place.

10. Types of Listening Selective listening. You hear only what you want to hear. You hear some of the message and immediately begin to formulate your reply or second guess the speaker without waiting for the speaker to finish.

11. Types of Listening Reflective Listening. This is active listening when you also work to clarify what the speaker is saying and make sure there is mutual understanding.

12. Types of Listening Empathetic Listening: Listening something with empathy is known as empathetic listening. Empathy refers to emotions. Eg: Listening to a sad event, we need to listen with sad emotions

13. Hearing Vs. Listening!

14. Differences Hearing is like breathing, it is automatic. It is physical Effective Listening is a skill which can be achieved only through Practice. It is intellectual.

15. Hearing Vs Listening • Listening is a conscious act • Listening involves hearing, receiving, comprehending and responding appropriately • Hearing is an involuntary, physical and biological act • There is no understanding or appropriate response

16. 4 Types of Listeners • The Non-Listener HEARING • The Marginal Listener V/s • The Evaluative Listener • The Active Listener LISTENING

17. Advantages of Listening • Good Listening leads to positive attitude, cordial relations and better participation. • It helps us to understand the customer better • Helps you to build rapport with the customer and thus gain his confidence • It increases productivity • Provides valuable information for the purpose of decision-making.

18. Communication Skills What Good Listening Looks like... • The Listener keeps looking at the speaker • The Listener’s body is in ‘open’ position • The listener is smiling with a pleasant & encouraging expression • Listener looks relaxed but alert, neither tense nor slouching • Listener utters humming sounds

19. 3 Skills for Good Listening • There are 3 levels to listening: • Attending skills • Following skills • Reflecting skills

20. Attending Skills Positive body posture Establishing eye contact Moving in response to the speaker Nodding and making receptive verbal signals.

21. Following Skills Demonstrating Interest Comments such as-”Really, I see……” Asking open-ended questions

22. Reflecting Skills Rephrasing what the speaker has said Reflecting emotions Reflecting implications LISTEN!! FOR THE WORDS AND THE EMOTIONS

23. Do we always Listen? If No, Then….. Why not?

24. 5 Reasons why we don’t listen • Listening is hard work • Competition for our attention • Fast pace of Life • Speed differences in the rate of speaking and understanding. • Lack of training

25. Barriers to Listening • Noise • Physical Environment • Accent / Delivery of the Speaker • Assumptions • Self Esteem • Prejudices • Perception • Preoccupation • Lack of feedback • Questions • Paraphrasing

26. Qualities of a Good Listener • The Listener keeps looking at the speaker • The Listener’s body is in ‘open’ position • The Listener is smiling with a pleasant & encouraging expression • Listener looks relaxed but alert, neither tense nor slouching • Listener utters humming sounds www.firstpersonality.com

27. Tips to Good Listening • Listen carefully. Helps you to: • Understand • Comprehend • Evaluate • Careful listening will require a conscious effort on your part. • You must be aware of the verbal and nonverbal messages (reading between the lines). • Be mentally and physically prepared to listen.

28. Tips to Good Listening • You can't hear if YOU do all the talking. Don't talk too much. • Listen with empathy. • Be courteous; don't interrupt. Take notes if you worry about forgetting a particular point. • Avoid stereotyping individuals by making assumptions about how you expect them to act. This will bias your listening.

29. Tips to Good Listening • Listen to how something is said. Be alert for the emotions behind the words. • Listen without thinking about how you're going to respond • Make certain you give the customer to an opportunity to voice their opinions. Don't dominate the conversation. • Maintain good body posture

30. Final Tips to Good Listening • Maintain eye contact with the instructor • Focus on content than on the way that it is being said. • Avoid selective listening • Avoid distractions • Ask questions to stay active and interested. • Face the speaker • Maintain eye contact • Respond appropriately – say yes, nod, etc. • Do not be preoccupied with your own thoughts.

31. LISTEN SILENT