4. People sometimes make the mistake of thinking listening and hearing are the same
thing, but they’re not.
Hearing is a physiological process, whereas listening is a cognitive process.
If you HEAR something it is because you have ears and are not deaf.
If you LISTEN TO something then you are paying particular attention to what you
can hear.
Listening is the process of receiving, constructing meaning from, and responding to
spoken and/or nonverbal messages” (Brownell, 2002, p. 48).
5. E.g :
- Listen or listen to cannot be replaced by hear:
• She does all the talking - I just sit and listen.
• You haven't listened to a word I've said!
- Hear cannot be replaced by listen :
• She heard a noise outside.
• You'll have to speak up, I can't hear you.
Listening is important for effective communication because 50 percent or more
of the time we spend communicating is spent listening .
6. When we try to listen carefully, most of us remember only about 50 percent of what we
hear shortly after hearing it and only about 20 percent two days later.
7. Listening is one of the most important skills needed in the corporate environment.
8. II/Type of listening :
In order to be an effective listener in different situations, you must fi rst consider your
purpose for listening. Scholars have identified five types of listening based on fi ve
different purposes :
•Appreciative
•Discriminative
•Comprehensive
•Empathic
•Critical listening
9. I.1 Appreciative listening :
In an appreciative listening situation, your goal is to simply enjoy the thoughts and
experiences of others by listening to what they are saying.
With appreciative listening, you do not have to focus as closely or as carefully on
specifics as you do in other listening situations.
You might use appreciative listening during a casual social conversation.
Most people listen to music in this way.
12. Discriminative Listening : listening to
understanding the meaning of a message.
At times this involves listening “between the
lines” for meaning conveyed in other ways than
the words themselves.
Discriminative listening
concerns the basic
function of hearing sound
and distinguishing
between different sounds.
13. In human communication, this includes
picking up on shifts in a speaker's voice such
as speed, emphasis, and pitch.
This listening skill allows the listener to
recognize nuances in the speaker's message
such as pleased or anger.
14. Discriminative listening is
especially important for sales
and customer services
representatives because it
allows the listener to hear any
underlying tones or emotions.
Employees utilizing this form of
listening can discern whether a
customer leaves the business
happy or upset; therefore, using
discriminative listening can save
sales and increase revenues for
upselling techniques.
15.
16. Discriminative thinking also focuses on
reading body language. Business employees
should be able to determine if a customer's
body language matches his language to
discern any inconsistencies.
19. What?
• In comprehensive listening situation, our goal
is to understand the speaker’s message as
well as learn, remember, be able to recall
what has been said.
20. • In communication, some words are more
important and some less so, and
comprehension often benefits from extraction
of key facts and items from a long talk.
• Also known as: content listening, informative
listening and full listening.
21. How?
• Have to know the words and also all rules of
grammar and syntax understand what
others are saying
• Also have to know visual components of
communication, and an understanding of
body language understand what the
messages really mean
22. Pay close attention to all the information – the
words spoken, the tone of the voice, the body
language and the situation in which the
conversation is taking place.
23. In comprehensive listening, the speaker must
make his words understandable, and the listener
must let them know if they don't understand.
24. Eg:
– Listening comprehensively to professor lecturing
about key concepts
– Speakers at training seminars
– Broadcast news reports that provide timely
information about traffic conditions
28. Empathic Listening
A way of listening and responding to another person
that improves mutual understanding and trust.
29. Empathic Listening
• It is an essential skill for third parties and
disputants alike, as it enables the listener to
receive and accurately interpret the speaker's
message, and then provide an appropriate
response.
• It is also called active listening or reflective
listening.
30. The Benefits of Empathic Listening
build trust and respect
enable the one in need to release his/her
emotions
reduce tensions
encourage the surfacing of information
create a safe environment for sharing and
problem solving
31. The Process of Empathic Listening
1. Give the person you are connecting with your
full attention.
32. 2. Do not speak when the other person is in the
middle of communicating their issue.
33. 3. Offer a summary of what you have heard to
the speaker, when they are done talking.
I hear that you
said you feel
upset about....
36. • Critical listening requires careful
observation, judgment, and trustworthiness of
the speaker.
• E.g: persuasive communications includes
politicians, news, salespeople, etc.
37. Critical listening skills
Understand person and context
• Many arguments do not stand alone and
understanding why the person is saying what
they are saying can help in the understanding
and consequently evaluation of their message.
• E.g : Your friend is describing his/her test’s
result excitingly.
38. Critical listening skills
Probe
• asking questions to add useful information
and help them develop their argument.
• E.g: how, what, why, when, where and who
39. Critical listening skills
Discrimination
• separating one thing from another =>
understand differences and get to important
details
40. Fallacies in critical thinking
Judging the person, not the message
• The listener strays into judging the person
rather than their argument.
41. Fallacies in critical thinking
False positives
• You judge it good but it is actually wrong in
some way; when your ability to judge is
limited by your knowledge or logic
capabilities.
• You make an evaluation based on the
character of the speaker rather than what
they are saying.
42. Fallacies in critical thinking
False negatives
• You incorrectly judge the argument as being
flawed when in fact it is actually valid; lack of
skill of the evaluator.
43. WISE OLD OWL
A wise old owl lived in an oak
The more he saw the less he spoke
The less he spoke the more he heard.
Why can’t we all be like that wise old bird?
