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Listening Communication by sudha
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Transcript of Listening Communication by sudha
Communication by Communication by ListeningListening
Presented by Sudha Soni PGPSE INTERMEDIATE
pgpse AFTERSCHOOOlMary Ellen Guffey, Business Communication: Process and Product, 4e
Ch. 3, Slide 2
ListeningListening
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 3
The Listening ProcessThe Listening Process
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 4
The Listening ProcessThe Listening Process
PerceptionPerception
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 5
The Listening ProcessThe Listening Process
InterpretationInterpretation
PerceptionPerception
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 6
The Listening ProcessThe Listening Process
EvaluationEvaluation
InterpretationInterpretation
PerceptionPerception
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 7
The Listening ProcessThe Listening Process
EvaluationEvaluation
ActionAction
InterpretationInterpretation
PerceptionPerception
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 8
Listening Process Listening Process BarriersBarriers
Mental Barriers
• Inattention
• Prejudgment
• Frame of reference
• Closed-mindedness
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 9
Physical and Other Barriers
• Hearing impairment
• Noisy surroundings
• Speaker’s appearance
• Speaker’s mannerisms
• Lag time
Listening Process Listening Process BarriersBarriers
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 10
Listening in the Listening in the WorkplaceWorkplace
• Listening to superiors
• Listening to employees
• Listening to customers
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 11
Improving Listening in the Workplace• Stop talking.• Control external and internal distractions.• Become actively involved.• Separate facts from opinions.• Identify important facts.• Ask clarifying questions.• Paraphrase to increase understanding.• Take notes to ensure retention.
Listening in the Listening in the WorkplaceWorkplace
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 12
Skillful Listening to Customers• Pay attention to content (not to
appearance, form, or surface issues).• Listen completely.• Listen primarily for the main idea;
avoid responding to sidetracking issues.
• Do only one thing at a time; listening is a full-time job.
Listening in the Listening in the WorkplaceWorkplace
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 13
Ten Misconceptions Ten Misconceptions About ListeningAbout Listening
1. Listening is a matter of intelligence.Fact: Careful listening is a learned behavior.
2. Speaking is a more important part of the communication process than listening.
Fact: Speaking and listening are equally important.
3. Listening is easy and requires little energy.Fact: Active listeners undergo the same physiological
changes as a person jogging.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 14
Ten Misconceptions Ten Misconceptions About ListeningAbout Listening
4. Listening is an automatic reflex.Fact: Listening is a conscious, selective process;
hearing is an involuntary act.
5. Speakers are able to command listening.Fact: Speakers cannot make a person really listen.
6. Hearing ability determines listening ability. Fact: Listening happens mentally – between the ears.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 15
Ten Misconceptions Ten Misconceptions About ListeningAbout Listening
7. Speakers are totally responsible forcommunication success. Fact: Communication is a two-way street.
8. Listening is only a matter of understanding a speaker’s words. Fact: Nonverbal signals also help listeners gain
understanding.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 16
Ten Misconceptions Ten Misconceptions About ListeningAbout Listening
9. Daily practice eliminates the need for listening training. Fact: Without effective listening training, most practice
merely reinforces negative behaviors.
10. Competence in listening develops naturally.
Fact: Untrained people listen at only 25 percent efficiency.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 17
Most Irritating Most Irritating Listening HabitsListening Habits
1. Rushing the speaker and making him feel he is wasting the listener’s time.
2. Interrupting the speaker.3. Not looking at the speaker.4. Getting ahead of the speaker
(finishing her thoughts).5. Not responding to the speaker’s
requests.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 3, Slide 18
Most Irritating Most Irritating Listening HabitsListening Habits
6. Showing interest in something other than what the speaker is saying.
7. Saying “Yes, but . . .,” as if the listener’s mind is made up.
8. Topping the speaker’s story with “That reminds me . . .” or “That’s nothing; let me tell you about. . . .”
Ch. 3, Slide 19 Mary Ellen Guffey, Business Communication: Process and Product, 4e
Most Irritating Most Irritating Listening HabitsListening Habits
9. Forgetting what was talked about previously.
10. Asking too many questions about details.
Based on International Listening Association <www.listen.org/pages/ irritating listening habits.html>, January 2001.