2. What is
Communication?
It is an interactional process
in which meaning is
stimulated to the sending
and receiving of verbal and
non-verbal messages to
bring about mutual
understanding, feedback
and reaction
10. Definition
Listening refers to your
ability to understand,
organize and analyze
what you are hearing so
as to decide what to
think and do in response
to a message
-Training House Inc
12. Types of Listening
Active-Active listening involves
interacting with the speaker,
asking questions, summarizing,
restating, clarifying, giving,
confirming feedback and so on
Passive-Involves no interaction
with the speaker e.g. with a radio
or TV presentation, in a meeting
where we are silent
13. Types of Active Listening
Empathizing - drawing out the
speaker, getting information in
a supportive way
Analyzing - seeking concrete
information & trying to
disentangle fact from emotion
14. Fact Vs. Opinion
Fact - verifiable by checking
hard data that exists
independent of the speaker
Opinion - soft data that
cannot be verified
independent of the speaker
15. Listening for
Understanding
A message comprises the following
components
– Vocal – Actual words being said
– Non-Vocal – tone, speed, volume,
hesitancy and the body behaviour
of the demonstrated sender
16. Loaded & Neutral
Statements
Loaded Statements – Using
biasing words in an attempt to
influence the listener
emotionally
Neutral Statement – A
statement free of emotional bias
17. Barriers to Effective
Listening
When what you see or hear only fulfills
your own expectations, when you have
an inflexible mindset
When you are unconsciously
influenced by stereotypical views
We are also influenced by others and
often adopt their opinions without
thinking
18. Overcoming Barriers to
Effective Listening
Keep an open mind about
what people say
Checking to make sure you
understand the message
19. Overcoming Barriers to
Effective Listening Cont‟d
Develop an attitude of
wanting to listen
Focus your attention on
understanding the other
person‟s meaning not on
formulating your response
20. Overcoming Barriers to
Effective Listening Cont‟d
Show the speaker that you are listening
e.g. through body language
Maintain eye contact-to show interest and
observe speaker
Lean forward slightly to communicate
concern and to better comprehend the
message
Nod your head to indicate understanding
Smile when your speaker uses humour
21. Overcoming Barriers to
Effective Listening Cont‟d
Allow for pause – don‟t feel you have to fill
the space with your words while the other
person needs time to collect his or her
thoughts
Use open-ended questions to open up
communication
Use paraphrasing to ensure understanding
Summarize conversation to ensure
understanding and provide closure
22. The Art of Asking
Questions
We ask questions to obtain
information
Even before we word a
question, we anticipate a certain
kind of answer and this
expectation influences the way
we phrase the question
23. Questioning Techniques
Open questions - opens up a
discussion
Closed questions - is specific,
must be answered with a yes or
no or with desired details
Fact finding - aimed at getting
information on a particular subject
25. The Art of Asking
Questions
Situations
When speaker uses unfamiliar
phrase(s) -ask speaker to clarify
or elaborate
Sample Questions
“Can you elaborate what you
mean by „modularized pre-
stressed struts‟?”
26. The Art of Asking
Questions Cont‟d
Situations
When a speaker gets into a sensitive
area and has stopped talking – Use
encouraging statements without bias
Sample Questions
“You say that things had started to
deteriorate with your marriage right
around that time?”
27. The Art of Asking
Questions Cont‟d
Situations
When a speaker is digressing and not
telling you what you want to hear – draw
speaker back to issue at hand
Sample Questions
“Perhaps I‟m mistaken, but weren‟t you
going to tell me about next week‟s report
schedule and the problems you
anticipate?”
28. The Art of Asking
Questions Cont‟d
Situations
Speaker has been going round in circles,
saying same thing over and over. You
want to move on – Summarize and
probe for any additional information
Sample Questions
“Let me see if I can summarize. You
said…is there anything else affecting
your decision?”
29. The Art of Asking
Questions Cont‟d
Situations
Speaker has not explicitly stated what
you think is behind the words. – Employ
the „risk technique‟ and state what you
think is on his/her mind
Sample Questions
Is this the situation: You feel if you
accept the job of supervisor, your fellow
workers will no longer accept you as one
of the gang?”
30. The Art of Asking
Questions Cont‟d
Situations
The speaker has just said something
that doesn‟t seem to agree with a
statement made earlier. – Clarify
Sample Questions
“But didn‟t you say some minutes ago
that…And now I hear you are
saying…aren‟t these two statements in
conflict?”
31. Listening Manners
Create an atmosphere where
you can listen (close out all
external distractions)
Tune out internal distractions
Monitor your body language
33. Listening: A Ten Part Skill
Find areas of common interest
Judge content, not delivery
Withhold evaluation
Focus on central ideas
Stick to the issues
34. Listening: A Ten Part Skill
Show attention
Overcome distractions
Know your own biases
Take inventory
Listen critically