Importance of Effective

Listening
2015 Lecture Series

Mr S Chikwanha & Mr L Pisa

Introduction

If we were supposed to talk more

than listen, we would have been
given two mouths and one ear
Mark Twain

Mr S Chikwanha & Mr L Pisa

Introduction

Mr S Chikwanha & Mr L Pisa

What is effective listening

To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary

Mr S Chikwanha & Mr L Pisa

What is effective listening

It involves sensing, filtering and

remembering
Sensing involves how well we sense spoken
words
Filtering is the process of giving symbols
meanings through the unique contents of
each persons mind
Remembering what we hear is a part of
listening

Mr S Chikwanha & Mr L Pisa

Listening Effectively

Understand

communication
Provide feedback
Feedback is empathetic and nonjudgmental
Mr S Chikwanha & Mr L Pisa

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Listening Facts- low context

culture

10% =

55% =

35% =

10% is Content; 90% is Intent

Mr S Chikwanha & Mr L Pisa

Why effective listening

Mr S Chikwanha & Mr L Pisa

Why effective listening?

Improves relationships
Improves our knowledge
Improves our understanding
Prevents problems escalating
Saves time and energy
Can save money
Leads to better results
Mr S Chikwanha & Mr L Pisa

Benefits of a Good Listener

Listening improves
communications

Listening shows you care

Listening shows respect

for the customer

Mr S Chikwanha & Mr L Pisa

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Barriers

Interrupting thinking you always know

the answer
Trying to be helpful before
understanding
Viewing discussion as competition
Distraction - red flag words being
emotional
Mr S Chikwanha & Mr L Pisa

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Distractions

Noise
Movement
Fear/worry
Emotional
Anger
Day dreaming
Technology- social
media-whatsapp etc

Mr S Chikwanha & Mr L Pisa

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Listening skills

Mr S Chikwanha & Mr L Pisa

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5 keys to improve your listening

Work on it
Force yourself to be attentive
Concentrate on improving your
interpreting
Think from the speakers viewpoint
Consciously try to remember
Mr S Chikwanha & Mr L Pisa

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Remember..
Poor listening is a major cause of
miscommunication
The best and most powerful way to
connect with someone is to LISTEN

Mr S Chikwanha & Mr L Pisa

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Conclusion

Mr S Chikwanha & Mr L Pisa

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