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EffectiListening ve Listening Skills

FUNDAMENTAL POINT

Communication Begins with Listening...

a skill for which there is no formal curriculum

Definition

An Active Process Of Eliciting Information

Art of hearing and understanding

Or
Making sense out of what we hear

Nature gave man two ears but only one tongue, which is a gentle hint that he should listen more than he talks.

By Unknown

Fact File!

LISTENING FACTS

10% CONTENT, 90% INTENT

Fast Facts
We listen at 125-250 wpm, think at 10003000 wpm

Fast Facts
More than 35% of business think listening is a top skill for success

Fast Facts
An average person spends 70% of waking hours communicating , 45% of that listening. 75% of the time, we are distracted, preoccupied or forgetful

Percentage of Communication
Mode of Formal Years Percentage of

Communication

of Training

Time Used

Writing Reading

12 years 6-8 years

9% 16 %

Speaking
Listening

1-2 years
0-few hours

30%
45%

DIFFERENCE
HEARING
Physical Passive Natural Hearing is with senses

LISTENING
Physical and mental Active Learned process Listening is with mind

The Listening Process


Message

Sensing / Selecting
Feedback

Interpreting

Remembering
Message

Responding
Message

Evaluating

What is Poor listening?

Hearing but not Listening Rehearsing Interrupting Hearing what is expected

Feeling defensive

Listening for a point of disagreement

Criticize delivery/appearance of the speaker


Fake attention Tolerate or create distractions Evade the difficult

Types of listening

Informative Listening-Understand Attentive Listening-Understand, remember, relational goals Relationship Listening-help, improve relations

Appreciative Listening-Enjoyment, entertainment


Critical Listening-Evaluation Discriminative Listening

Levels of Listening

Level 3
Automatic tuned-out mode Dangerous consequences Internal distraction- day dreaming, self dialogue, -ve feelings etc Blaming attitude

Level 2
State of partial awareness Listening to words but not completely understanding the meaning

Information loss
Missing non verbal clues

Level 1
Conscious attention

Understanding
Awareness Respect Sprit of cooperation Integration of verbal as well as non verbal communication

Barriers to effective Listening

Mind Set: attitudes


Language: ambiguity, misinterpretation

Listening Speed: rate, think time


Feedback : inappropriate, hasty

Improving you effective listening

Be Prepared

Accent the positive


Listen to understand not refute

Focus your attention


Concentrate on context

Take notes Curb the impulse to interrupt Decide when to speak and when to listen Stop multi-tasking, recap, use body language

Listen to content Listen to intent Listen with empathy Demonstrate- interest and attention

Control emotions Sense non verbal messages Monitor your non verbal messages and filters

THE TEN COMMANDMENTS


KEITH DAVIS

Stop Talking

Put The Talker At Ease


Show Him That You Want To Listen Remove Distractions Empathize With Him

Be Patient Hold Your Temper Go Easy on Arguments And Criticism Ask Questions Stop Talking!

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