Listening skills
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SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries. We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions. May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building. We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
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Listening skills
- 1. LISTENING & TELEPHONE SKILLS By: SOFT SKILLS WORLD
- 2. Effective Listening “Effective listening is a preventive tool to avoid confusion and Disputes”
- 4. Barriers to Listening Hearing emotional noise Experiencing information overload Hearing external noise Experiencing physical difficulty Jumping to conclusion
- 5. 5 basic reasons we do not listen • Listening is hard work • Competition • The rush for action • Speed differences in the rate of speaking and understanding. • Lack of training
- 6. L-i-s-t-e-n
- 7. Active Listening Pay attention. Give the speaker your undivided attention and acknowledge the message. Recognize that what is not said also speaks loudly. • Look at the speaker directly. • Put aside distracting thoughts. Don’t mentally prepare a rebuttal! • Avoid being distracted by environmental factors. • “Listen” to the speaker’s body language. Show that you are listening. Use your own body language and gestures to convey your attention. • Nod occasionally. • Smile and use other facial expressions. • Note your posture and make sure it is open and inviting. • Encourage the speaker to continue with small verbal comments like yes, and uh huh.
- 8. Active Listening Provide feedback. Reflect what has been said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back. – Ask questions to clarify certain points. “What do you mean when you say…” “Is this what you mean?” – Summarize the speaker’s comments periodically. Defer judgment. Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message. • Allow the speaker to finish. • Don’t interrupt with counter-arguments Respond Appropriately. Active listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down. • Be candid, open, and honest in your response. • Assert your opinions respectfully. • Treat the other person as he or she • would want to be treated.
- 9. “First understand & then be understood” Stephen Covey Listen not only to words but to the meanings behind the words
- 10. If I listen first to understand Then I will be better understood
- 11. Paul Rankin's research: 70% of our waking time is spent in communicating 50% 40% 45% 30% 30% 20% 16% 9% 10% 0% LISTENING READING WRITING SPEAKING
- 13. 4 Types of listeners • The Non-Listener HEARING • The Marginal Listener V/s • The Evaluative Listener • The Active Listener LISTENING
- 14. Techniques of Listening • Restating • Paraphrasing • Summarizing
- 15. Restating • Restating involves repeating back either words or short phrases which the other person has used • It is an efficient way of confirming what you have understood. • Sometimes, it can be verbatim
- 16. Is this a right Restating
- 17. Paraphrasing • Paraphrasing is the skill of rephrasing what you understand to be the core message of the sender’s communication including the feelings • It is an effective way of letting the person know that you understand his/her concerns from his/her point of view
- 18. How to improve your listening skills? • Maintain eye contact with the instructor • Focus on content than on the way that it is being said. • Avoid selective listening • Avoid distractions • Ask questions to stay active and interested. • Face the speaker • Maintain eye contact • Respond appropriately – say yes, nod, etc. • Do not be preoccupied with your own thoughts.
- 19. To Be A Good Listener Rule 1: Stop talking Rule 2: --------- Rule 3: --------- Rule 4: --------- Rule 5: --------- Rule 6: --------- Rule 7: --------- Rule 8: --------- Rule 9: --------- Rule 10: Stop talking
- 20. Summarizing • Summaries are essentially longer paraphrases. Using them enables you to bring together salient aspects of the session in an organized way. • The main aims for using this skill are: To clarify contents & feelings To review the meeting To end a session To begin a further session. To prioritize & focus
Notas del editor
- • Hearing emotional noise. We react emotionally to certain words, concepts and ideas, and to a myriad of other cues from speakers (appearance, non-verbal cues). Make a conscious effort to control your own emotional reactions so that you can listen properly.• Experiencing information overload. Too much stimulation or information can make it very difficult to listen with full attention. Try to focus on the relevant information, and the central points that are being conveyed.• Hearing external “noise”. Audible noise may be extremely distracting. Some things can be minimized — e.g., turn down the ringer on your phone, and the email beep on the computer while meeting with someone. Other noises may be unavoidable — e.g., construction, other people. Also, there may be figurative “noise” from the external environment, such as distracting or inappropriate decor in a room, or environmental conditions (i.e., room is too hot or cold)•Experiencing physical difficulty. Feeling physically unwell, or experiencing pain can make it very difficult to listen effectively. You may wish to communicate that this is not a good time, and reschedule the discussion. Otherwise, you may just need to concentrate even more on the task of listening.• Jumping to conclusion: Without letting the speaker finish his/her talks the listener jumps to a conclusion of what he/she is going to speak further.For Trainer’s reference - some other barriers could be:• Focusing on a personal agenda. When we spend our listening time formulating our next response, we cannot be fully attentive to what the speaker is saying. ‘Criticizing the speaker. Do not be distracted by critical evaluations of the speaker. Focus on what they are saying - the message - rather than the messenger. ‘Understanding speech rate vs thought rate. Speech rate (125 words per minute) is usually much slower than the rate at which we think (600-800 words per minute). You may need to focus on using that extra mental time to clarify and organize, in your mind, what the speaker is saying. Conversely, when the listener is communicating in a second language, it may be important for the speaker to slow down the rate of speech.
- DoConduct a role play:• Request a volunteer.• Take him out with you to brief him/her.• Instruct the volunteer to think of any topic which he/she can convey or present to the whole class.• Request him to stand out for a while.• In the class instruct the participants to not pay attention to whatever the volunteer says (some participants can pay attention, some can continue doing whatever they are doing, some can engage in small talks with their friends).• Let the volunteer enter the room and start with his presentation.• Observe what the volunteer does to make it an effective speech/presentation.• Let the presentation go on for 3-5 Minutes• Ask — “Did effective communication take place with all in the role play?’; if yes.. “What factors contributed to effective communication?” If no.. “What was the reason for the same?”Elicit that listening is also equally important for effective communication to take place.Let’s discuss what listening is all about...