EFFECTIVE / ACTIVE
LISTENING
FLW EO Office
LISTENING
•To examine the potential relationships between
effective listening and various individual characteristics
•To become aware of major perceptual barriers to
effective listening
•To understand the valuable concept of ‘active listening
•To learn how concentration, objectivity,questioning,
and feedback can improve listening behavior
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Overview
• Definitions
• Deterrents
• Elements
• Active listening Skills
• Methods to enhance listening
• Methods to test understanding
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Definitions
• Effective Listening is the listening to the words of
the speaker and the meaning of the words.
• Active Listening is a process in which the listener
takes active responsibility to understand the
content and feeling of what is being said and then
checks with the speaker to see if he/she heard what
the speaker intended to communicate.
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Hearing Versus Listening
• Hearing is passive, does not involve intellect and
memory
• Listening is not a Passive activity; it is an
intellectual activity
• Active Listening entails grasping the speaker’s
point of view
• One should listen to the total meaning-content and
feeling ,respond to feelings and noting all the
clues
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Fast Facts
• We listen at 125-250 wpm, think at 1000-3000 wpm
• 75% of the time we are distracted, preoccupied or
forgetful
• 20% of the time, we remember what we hear
• More than 35% of businesses think listening is a top
skill for success
• Less than 2% of people have had formal education
with listening
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KINDS OF LISTENING
• Appreciative Listening- Music and Poetry
• Attentive Listening-Presentations,
Lectures,Instructions
• Evaluative or Critical Listening-Political
speeches,sales talks,elocution contests
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Qualities That Affect Listening
• Sex- no marked relationship
• Personality- no marked relationship
• Scholastic achievement-positive co-relation
• Verbal Ability and Vocabulary-adequate
vocabulary facilitates listening
• Note-taking-listen carefully and synthesize
as you write
• Motivation-interest,emotional appeals and
attitudes and mind set.
• Organizational Ability-the better organized
the message, the higher the comprehension.
• Environment-good listeners adjust to
distractions-poor lighting,improper distance
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from the speaker
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THE FOUR STEPS OF LISTENING
• HEARING/PERCEPTION
• INTERPRETATION
• EVALUATION
• RESPONSE/ACTION
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Hearing/Perception
• The Listening Process begins when you hears
sounds and concentrate on them
• You tune in when you
c) Sense that the message is important
d) Are interested in the topic
e) Are in a mood to listen
• Perception is reduced by impaired hearing, noisy
surroundings, inattention and pseudo listening
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Interpretation
• Interpretation involves decoding the message
• Interpretation is colored by cultural, educational
and social frames of reference
• The meanings we attach to words are filtered
through our expectations and total life’s
experiences
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Evaluation
• Evaluation involves separating fact from opinion
and judging messages effectively.
• Close-mindedness,opinionated attitudes,prejudices
and even the appearance and mannerisms of the
speaker influence Evaluation
• To evaluate a message accurately, one should
consider all the information, be aware of our own
biases and avoid jumping to hasty conclusions
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Response/ Action
• Responding to a message may include
b) Storing the message in memory
c) Reacting with a Physical response
d) Supplying feedback to the reader
• Feedback helps accurate decoding and clarifies
the message
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Why Be A Good Listener?
Needs of the Customer…
• To be recognized and remembered
• To feel valued
• To feel appreciated
• To feel respected
• To feel understood
• To feel comfortable about a want or need
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Listening builds stronger relationships
…creates a desire to cooperate among
people because they feel accepted and
acknowledged.
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Listening promotes being heard
…”Seek first to understand, then
be understood.”
- Stephen Covey
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Listening creates acceptance and
openness
…conveys the message that “I am
not judging you.”
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Listening leads to learning
…openness encourages personal
growth and learning
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Listening reduces stress and
tension
…minimizes confusion and
misunderstanding, eliminating
related stress and tension
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Listening is CRITICAL in conflict
resolution
…much conflict comes from the
need to be heard. Successful
resolution depends on being a non-
anxious presence.
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Deterrents to Effective/Active Listening
• Assuming in advance about the subject
• Mentally criticizing the speaker’s delivery
• Getting over stimulated or over reacting
• Listening only to the facts
• Outlining everything
• Permitting the speaker to be inaudible
• Avoid technical messages
• Overreacting to certain words or phrases
• Withdrawing attention/daydreaming
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Bad Listening Habits
• Criticizing the subject or the speaker
• Getting over-stimulated
• Listening only for facts
• Not taking notes OR outlining everything
• Tolerating or creating distraction
• Letting emotional words block message
• Wasting time difference between speed of speech
and speed of thought
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Elements to Effective/Active Listening
• Content: The subject the speaker is addressing.
• Feelings: The emotions the speaker has when discussing
the subject.
• Process: The manner the speaker delivers the subject
matter.
• Clarification: The ability of the individual listening to ask
questions and to seek understanding of the subject matter.
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Active Listening Skills
• Check Attitude and Atmosphere
• Keep the channel open and avoid short circuits
• Listening requires response from listener
• Keep the door open
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Active Listening
• … Allows you to make sure you hear the words
and understand the meaning behind the words
• Goal: go beyond listening to understanding
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Active Listening Requires…
• Definite Intent to Listen
• Focus on the Speaker
• Verbal and Non-Verbal Encouragers
• Feedback Loop to Insure Accuracy
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When Are You Listening?
• Non-Verbal Encouragers
• Verbal Encouragers
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Active Listening (4 Steps)
1. Listen
2. Question
3. Reflect-Paraphrase
4. Agree
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Methods for Improving Listening Skills
• Try to understand the intent and listen for main
points.
• Listen now clarify later.
• Concentrate on the message, not the person.
• Analyze your reactions as you listen.
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Improving Concentration
• Managing the Time-lag
• Anticipate what the speaker will say next
• Focus on the message
• Search for deeper meanings
• Review previous points
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Use of Questions
• In dyadic or paired communication, asking
questions is an effective learning strategy
• Such activity demonstrates active listening and
clarify and develop points
• Probing questions build upon a speaker’s
utterances
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Use of Objectivity
• Minimize the impact of emotion laden words
• Judge content, not delivery
• React fairly and sensibly
• Wait your turn
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Feedback & Note-taking
• Listeners should provide feedback at appropriate
points.
• Note taking is useful in certain situations while
unnecessary and even distracting at times.
• Another aspect of note taking is that it conveys
respect, earnestness towards the speaker that you
are paying close attention to his words
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Methods to Test Understanding
• Parroting
• Paraphrasing
• Clarifying
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IMPROVING LISTENING SKILLS
• Improving Concentration
• Use of Questions
• Objectivity
• Feedback
• Note-Taking
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Improving Concentration
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LISTENING
PRACTICE EXERCISE
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