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BASIC
INTERPERSONAL
COMMUNICATION
LESSON 5: Listening Skills in Communication
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
2
• To learn how to
§Listen rather than simply hear.
§Listen actively.
§Continue to build goodwill.
• Start by answering these questions:
• What do good listeners do?
• What is active listening?
• How do I show people that I’m listening to them?
• Can I use these techniques if I really disagree with
someone?
Listening
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
3
Listening is even
more crucial.
Listening is an
active practice by
which a message is
decoded and
interpreted
correctly.
Hearing is simply
the sense by which
sound is perceived.
3
Listening
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
4
4
Listening
Research
shows that at
the workplace,
on average,
worker :
32.7% of
their time
listening
25.8% of
their time
speaking
22.6% of
their time
writing
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
5
Types of Listening
https://surejob.in/types-of-listening.html
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
6
1. Pay attention.
• Good listening requires energy.
• You have to resist distractions and tune out
noise
• To avoid listening errors caused by
inattention
• Before à What answers do you need to get (anticipate the
answers, put down question and listen to answers during
conversation)
• At the end à Check your understanding.
• After à Write down key points
What do good listeners do?
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
7
2. Focus on the speaker(s) in a Generous
Way.
• Some people listen looking for flaws or they
may listen as if the discussion were a war,
listening for points on which they can attack
the other speaker.
• Good listeners, in contrast,
• are more generous
• They weigh all the evidence before they come to judgment.
• They realize that they can learn something even from people
they do not like.
What do good listeners do? (cont)
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
8
3. Avoid assumptions.
• Many listening errors come from making faulty
assumptions.
• In contrast, asking questions can provide useful
information.
• To avoid listening errors caused by faulty
assumptions,
• Don’t ignore instructions you think are unnecessary.
• Consider the other person's background and experience
• Paraphrase what the speaker has said, giving him or her a
chance to correct your understanding
What do good listeners do? (cont)
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
9
4. Listen for feelings as well as facts
• Sometimes, people just want to have a
chance to fully express themselves.
• Sometimes, people may have objections
that they can't quite put into words.
• To avoid listening errors caused by focusing solely
on facts
• Consciously listen for feelings
• Pay attention to tone of voice and facial expression.
• Silence does not mean consent, Invite other person to speak
What do good listeners do? (cont)
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
10
•Active listening is feeding back either the literal
meaning or the emotional content or both so
as to demonstrate that you have heard and
understood a speaker.
•Asking for more information and stating one's
own feelings is another way to show active
listening.
Active Listening
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
11
10 Barriers to Effective Listening
Excessive talking Prejudice Distractions
Expectations Misunderstanding Interrupting
Faking attention Fear Emotions
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
12
Active Listening
Five
strategies
create active
responses
Paraphrase
content.
Mirror the
speaker’s
feelings.
State your
own feelings.
Ask for
information
or
clarification.
Offer to help
solve the
problem.
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
13
Paraphrasing
content
• “You’re saying that
you don’t have time
to finish the report by
Friday.”
Ordering,
threatening
• “I don’t care how you
do it. Just get that
report on my desk by
Friday.”
Mirroring
feelings
• “It sounds like the
department’s
problems really
bother you.”
Preaching,
criticizing
• “You should know
better than to air
“bring to public” the
department’s problems
in a general meeting.”
•Blocking Response
•Active Response
Blocking Response vs. Active Response
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
14
Stating one’s own
feelings
• “I’m frustrated
that the job isn’t
completed yet,
and I’m worried
about getting it
done on time.”
Interrogating
• “Why didn’t you
tell me that you
didn’t understand
the instructions?”
Asking for
information or
clarification
• “What parts of the
problem seem
most difficult to
solve?”
Minimizing the
problem
• “You think
that’s bad. You
should see
what I have to
do this week.”
•Blocking Response
•Active Response
Blocking Response vs. Active Response
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
15
•To show people that you are listening,
acknowledge comments with:
•Words.
•Nonverbal symbols.
•Actions.
To Show You’re Listening
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
16
•Most of us do our worst listening when we are
in highly charged emotional situations, such as
talking with someone with whom we really
disagree, getting bad news, or being criticized.
•At work, you need to listen even to people with
whom you have major conflicts.
•Good listening is crucial when you are
criticized, especially by your boss.
Can I use these techniques if I really disagree with someone?
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
17
Active Listening Improves Leadership
• Many leaders do not make enough of an effort to use
their active listening skills.
• Communication is not a one-way transmission of
information, but rather a two-way street that is affected
by individual perceptions, personal styles, and culture.
• Lack of active listening creating serious disconnects in
the workplace that can negatively impact employee
engagement and leave leaders struggling to utilize
influencing strategies effectively.
• Since conversations involve a two-way exchange of
messages and responses, failure to listen on either side
can render even the most carefully crafted message
completely ineffective.
BIC4253 - BASIC INTERPERSONAL COMMUNICATION
Lesson 5 – Listening Skills in Communication
18
Benefit of Active Listening
Inspire teams
Emotional intelligence
Building trust
Build strong relationship
Earn respect
Understand issues and
crisis better
Resolving conflicts
Prevent accidents

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Lesson 5 - Listening Skills in Communications.pdf

  • 2. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 2 • To learn how to §Listen rather than simply hear. §Listen actively. §Continue to build goodwill. • Start by answering these questions: • What do good listeners do? • What is active listening? • How do I show people that I’m listening to them? • Can I use these techniques if I really disagree with someone? Listening
  • 3. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 3 Listening is even more crucial. Listening is an active practice by which a message is decoded and interpreted correctly. Hearing is simply the sense by which sound is perceived. 3 Listening
  • 4. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 4 4 Listening Research shows that at the workplace, on average, worker : 32.7% of their time listening 25.8% of their time speaking 22.6% of their time writing
  • 5. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 5 Types of Listening https://surejob.in/types-of-listening.html
  • 6. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 6 1. Pay attention. • Good listening requires energy. • You have to resist distractions and tune out noise • To avoid listening errors caused by inattention • Before à What answers do you need to get (anticipate the answers, put down question and listen to answers during conversation) • At the end à Check your understanding. • After à Write down key points What do good listeners do?
  • 7. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 7 2. Focus on the speaker(s) in a Generous Way. • Some people listen looking for flaws or they may listen as if the discussion were a war, listening for points on which they can attack the other speaker. • Good listeners, in contrast, • are more generous • They weigh all the evidence before they come to judgment. • They realize that they can learn something even from people they do not like. What do good listeners do? (cont)
  • 8. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 8 3. Avoid assumptions. • Many listening errors come from making faulty assumptions. • In contrast, asking questions can provide useful information. • To avoid listening errors caused by faulty assumptions, • Don’t ignore instructions you think are unnecessary. • Consider the other person's background and experience • Paraphrase what the speaker has said, giving him or her a chance to correct your understanding What do good listeners do? (cont)
  • 9. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 9 4. Listen for feelings as well as facts • Sometimes, people just want to have a chance to fully express themselves. • Sometimes, people may have objections that they can't quite put into words. • To avoid listening errors caused by focusing solely on facts • Consciously listen for feelings • Pay attention to tone of voice and facial expression. • Silence does not mean consent, Invite other person to speak What do good listeners do? (cont)
  • 10. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 10 •Active listening is feeding back either the literal meaning or the emotional content or both so as to demonstrate that you have heard and understood a speaker. •Asking for more information and stating one's own feelings is another way to show active listening. Active Listening
  • 11. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 11 10 Barriers to Effective Listening Excessive talking Prejudice Distractions Expectations Misunderstanding Interrupting Faking attention Fear Emotions
  • 12. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 12 Active Listening Five strategies create active responses Paraphrase content. Mirror the speaker’s feelings. State your own feelings. Ask for information or clarification. Offer to help solve the problem.
  • 13. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 13 Paraphrasing content • “You’re saying that you don’t have time to finish the report by Friday.” Ordering, threatening • “I don’t care how you do it. Just get that report on my desk by Friday.” Mirroring feelings • “It sounds like the department’s problems really bother you.” Preaching, criticizing • “You should know better than to air “bring to public” the department’s problems in a general meeting.” •Blocking Response •Active Response Blocking Response vs. Active Response
  • 14. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 14 Stating one’s own feelings • “I’m frustrated that the job isn’t completed yet, and I’m worried about getting it done on time.” Interrogating • “Why didn’t you tell me that you didn’t understand the instructions?” Asking for information or clarification • “What parts of the problem seem most difficult to solve?” Minimizing the problem • “You think that’s bad. You should see what I have to do this week.” •Blocking Response •Active Response Blocking Response vs. Active Response
  • 15. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 15 •To show people that you are listening, acknowledge comments with: •Words. •Nonverbal symbols. •Actions. To Show You’re Listening
  • 16. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 16 •Most of us do our worst listening when we are in highly charged emotional situations, such as talking with someone with whom we really disagree, getting bad news, or being criticized. •At work, you need to listen even to people with whom you have major conflicts. •Good listening is crucial when you are criticized, especially by your boss. Can I use these techniques if I really disagree with someone?
  • 17. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 17 Active Listening Improves Leadership • Many leaders do not make enough of an effort to use their active listening skills. • Communication is not a one-way transmission of information, but rather a two-way street that is affected by individual perceptions, personal styles, and culture. • Lack of active listening creating serious disconnects in the workplace that can negatively impact employee engagement and leave leaders struggling to utilize influencing strategies effectively. • Since conversations involve a two-way exchange of messages and responses, failure to listen on either side can render even the most carefully crafted message completely ineffective.
  • 18. BIC4253 - BASIC INTERPERSONAL COMMUNICATION Lesson 5 – Listening Skills in Communication 18 Benefit of Active Listening Inspire teams Emotional intelligence Building trust Build strong relationship Earn respect Understand issues and crisis better Resolving conflicts Prevent accidents