LISTENING TO BE HEARD

TRIMESTER ONE, CSREM

A good manager needs to listen at least as much as he needs to talk real communication goes in both direction.
DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

LEARNING OBJECTIVES
Importance of listening in the workplace

Behaviours that support effective

listening

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

 Listening Activity

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

LISTENING FACTS
Most people spend at least ___% of

communication time listening. _______ of individuals rate themselves as average or worse listeners. Most people listen to and understand only ---------- of what is being communicated.
DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

LISTENING is more than Hearing

vs

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

WHY MANAGERS OFTEN FAIL TO LISTEN?

Over assertiveness

Yeah, I know what you are going to say, but heres what I think we should do.
Internal mental competition

Assumptions
Laziness

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

LET TAKE A CASE

What happens when managers fail to listen?

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

LEVELS OF LISTENING
Passive
Casual or Marginal Attentive/Active

I hear what you are saying

Absolutely Okay, right, sure
Empathetic
DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

ACTIVE LISTENING
Pay attention Listen with your body Feedback

Reflect What I am hearing is Sounds like you are saying Ask Questions Is this what you mean? What do you mean when you say?
that Take notes

Suspend judgments Paraphrase I understand, It appears to me

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

HOW TO BE AN EFFECTIVE LISTENER?

BASIC SKILLS ADVANCED SKILLS

Encourage Summarize Clarify Question Paraphrase

Reflect Empathize Validate Disarm Reframe

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

Barriers to Effective Listening

__________
Selective

_________

Mainstream of Thought

Self-

__________
DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

Lack of interest Ego Preoccupation Fear Impatience Familiarity trap Stress Physical barriers

SEMANTIC BARRIERS

My World of __________

My World of ________

Your World of ________

Your World of __________

My Semantic Code

Your Semantic Code

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

IMPROVING COMPREHENSION
Comprehending

LISTENING

Act of understanding an oral message

Deduce incomplete information & unfamiliar vocabulary e.g Do the needful Nonversation
DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

SIGNAL PHRASES
PURPOSE OF SPEAKER Introduces a topic Develops an idea SIGNAL PHRASES Today I would like to talk about What I am going to discuss is If we critically examine the situation The most significant point is I am sure you will agree with me I would like to emphasize

Emphasizes a point

Shows transition My next point is of ideas Concludes ASSO.PROF. IN BUSINESS Finally I would like to sum up DR. PRAJNA PANI,
COMMUNICATION, JITM

SIGNAL PHRASES
PURPOSE OF SPEAKER Adds a point Compares Shows segmentation Exemplifies LOGICAL CONNECTORS Moreover, in addition Similarity, likewise Right, ok, and, now, thats all In other words, for instance

Temporal
Explains

Eventually, for the time being

Therefore, thus

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM

LISTENING ACTIVITY
WATCH A VIDEO 2. PRACTICE UNDERSTANDING OF THE ORAL MESSAGE
1.

DR. PRAJNA PANI, ASSO.PROF. IN BUSINESS COMMUNICATION, JITM