Effective

Listening

Chhavi Jain

Listening
The art of hearing and
understanding
what
someone is saying.

Listening
The process of listening is
two-fold:
Decoding
Giving an internal response

to perceived message.

Listening
Essentials for effective listening Positive attitude
Ability to concentrate
Enter into Question Answer

sessions

Conducive body posture

Listening
Deterrents to the listening process:
Ego
Hone listening skills
Involvement with the self/ preoccupation
Past, present and future
Fear
The familiarity trap
Stress

Listening
Process of listening

Listening - Advantages
It breaks up the barriers between

people.
Understanding increases.
Loss of potential revenue minimized.
Prevents

objectives
people.

miscommunication
of
and priorities among

Listening - Advantages
We listen to:
Obtain information
Solve problems
Share experiences
Persuade or dissuade

Listening Advantages for

leaders and teams
Helps know the organisation
Helps in making better policies
Mollifies complaining employees
Important for the success of the open-door

policy

Helps to spot sensitive areas before they

become explosive.

Forms a bond of respect

Increases productivity

WE
ARE
GIVEN
TWO
EARS, BUT ONLY ONE
MOUTH.
THIS IS BECAUSE GOD
KNEW THAT LISTENING
WAS TWICE AS HARD AS
TALKING.

Poor Listening Habits

Listening but not hearing
Rehearsing
Interrupting
Hearing what is expected
Feeling defensive
Listening for a point of disagreement

Listening

Informative Listening
Listeners primary concern

Informative Listening
Listener

successful
as
the
meaning they assign is as close
as possible to the meaning that
the sender intended.

Eg.
We listen to Lectures or instructions from

teachers and what we learn depends on

how well we listen.
In the workplace we listen to understand
new practices/ procedures and how well

Informative Listening

Discipline
Motivation
Acceptance of
Responsibility

Attentive Listening
Goal

Attentive Listening
Attentive

listeners
have
relational goals like giving a
positive
impression,
advancing the relationship,
demonstrating care.

Attentive Listening- skill

cluster

Attention skills

Relationship Listening
Purpose

Therapeutic Listening
Special

type of relationship
listening which brings to mind
situations where counsellors,
medical personnel, or other
professionals allow a troubled
person to talk through a
problem.

Relationship listening- attitude for effectiveness

Empathic Behaviour

Have
Learn
asthe
much
as you
can about
theif other
perso
Accept
other
personeven
you canno

Appreciative Listening
Listen to music for enjoyment

Appreciative Listening
Perception

Medium, setting,
style,
personality,
perception

Noise of city
traffic, rails, etc.

Perception builds
attitude

Critical Listening
Advocates of policies and procedures
Salesmen
Politicians
Media
Our own financial, emotional, intellectual, physical and spiritual needs
Politicians
Media
Our
own financial, emotional, intellectual, physical and spiritual needs
Advocates of policies and procedures
Salesmen

Critical Listening- Elements

by Aristotle

Discriminative Listening

Hearing ability

Discriminative Listening

Hearing is involuntary

An active listener:

Styles of Poor Listening

FAKER- only pretend to be listening

3 Levels of Listening
Level 1

Level 2

Level 3

Level 1

Level 2

Level 3

Dangerous consequences in this level.

Strategies for effective

listening
Decide what your goals are for the

conversation

To exchange information

To build working relationships

To feel good
To make someone else feel good

Be aware of your options

When to speak and when to listen
Planning what to SAY when you SPEAK-

Focusing and Clarifying

Attentive Listening

Payoffs of effective
listening
Gaining knowledge
Receiving better work and co-

operation from others

Wining friends
Solving problems and conflicts
Reducing tension
Preventing trouble

Six Styles of Leadership

Leadership
Style
Visionary
Coaching

Communication Style

Listens to the values held by the

individuals within the group.
Listens
one-to-one
to
employees,
establishes personal rapport and trust.

Affiliative

Listens to discover employees emotional needs

and strives to honour and accommodate those
needs in the workplace.

Democratic

Obtains input and commitment s from every one in

the group.

Pacesetting
(MBO)

Leader sets ambitious goals and continuously

monitors progress towards those goals.

Commandin

Issues instructions without asking for input . Do it

 Insert scanned page 105

from Raman Singh