ListeningSkills

Objective• Explain the Components of the Communication Process

• Differentiate between Hearing and Listening

• Explain the Listening Process

• Describe the Types of Listening

• Explain the Key Elements of Active Listening

• Explain the Methods to Improve Listening

• Describe the various Questioning Techniques

• Describe the various Listening Styles

• Explain the Techniques to Improve Listening Skills

• List the Check-list for the Listener

• List the Characteristics of Good and Bad Listeners

• List the Tips for Effective Listening

IntroductionLook at the dialog between George, a project manager and his boss, Steve.

Steve

George, I need the status update report urgently on the Maxwell Project. What

are you busy with?

George

I am working on the feasibility report of Honeytech Project.

Oh, yes! That’s important too. Delegate the Maxwell project report and finish it by end of

today.

Ok, and what about the Honeytech Report?

You work on it and finish it as soon as possible.

Alright, I will do that.

IntroductionThe Next Day…

Steve

George, where’s the Maxwell Status Report?

George

You had asked me to finish the Honeytech Project. I am finishing that. It is nearly done.

Yes, but I had also asked you to delegate the Maxwell Report

and get it finished by yesterday end of day.

Oh! I am so sorry! I didn’t quite catch that.

How can you be so careless, George?

I am really sorry. I will get someone onto it immediately.

No, it is very urgent. Drop everything you are doing and finish that report. I want it on my

desk in flat three hours. I have a meeting with the client and I need that report for reporting

the progress to the client.

Ok. Sorry again.

You can see clearly that George wasn’t really listening carefully. George could also

have asked questions to confirm his understanding of the allocation of tasks.

Listening skills play an important role, not only in professional life but also in

personal life.

Let us learn about listening skills in detail.

What is Listening?

Is intermittent

Is a learned skillIs active

Implies using the message received

Listening:

Listening Process

Receive Select Interpret Understand Evaluate Resolve

You get the stimuli

You focus on stimuli

You attach meanings to

stimuli

You integrate the message into your frame of

reference

You judge the merits of the information

You focus on stimuli

Types of ListeningThere are two different basic types of listening such as follows:

Active Listening

Passive Listening

Let us look at each in detail.

Key Elements of Active Listening

There are five key elements of active listening that help in actively listening to the speaker. They are:

Let’s look at each in detail.

Show that you are listening

Provide feedback

Defer judgement

Pay attention

Respond Appropriately

Purpose of Listening

1 Listening for enjoyment

2 Listening for information

3 Critical listening

4 Precision listening

5 Empathic listening

Let us look at each in detail.

There are various purposes of listening such as follows:

Tips for Effective ListeningThe following are some tips for effective listening:

2

3

4

5

6

7

8

9

10

1Stop talking: You cannot listen when you are talking. Consciously focus your attention on the speaker.

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