MODULE TEACHING AND ASSESSMENT OF MACROSKILLS

TOPIC 3: LEVELS OF LISTENING

Understanding the Levels of Listening To Improve Your Listening Skill

Listening occurs at different levels, some more

demanding than others. Not all interactions require us to
listen at the deepest, most demanding levels. In his book
“Listening to Conflict”, Eric Van Slyke, posits six levels of
listening. Understanding these levels of listening can help
you improve the quality of your listening.

Level I: Passive listening

This is the lowest level of listening. Here the person being spoken to is aware
that the speaker is speaking but actually understands little of what is said. At this level,
the listener pays little attention and catches only a few words here and there.

In passive listening, the listener may appear to be listening to the speaker and
her words but makes no effort to understand the message. Unlike the active listener, the
passive listener is not paying attention. Whenever you listen to music while you are
doing something else, such as studying or doing chores, you are passive listening. You
may be aware of the music, but your attention is on your task.

A passive listener in a conversation or learning environment may accept and

retain the information she hears but does not question or challenge the message or
show interest through words or body language. She avoids getting into debates and
giving opinions and is unreceptive to new ideas.

Sometimes, the passive listener talks more than she listens. While this may
suggest that she is an active participant in a conversation, she is actually not paying
attention to what the other person is saying.

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Level II: Responsive Listening

At this level of listening, we give the speaker verbal or nonverbal indicators that
we are listening, a head nod or an occasional “uh-huh,” for instance, but we actually
aren’t paying much attention, and our comprehension level is still low.

Purpose of Responsive Listening

To listen responsively, listen with the intent of understanding, instead of

replying. Use responsive listening to enhance the
ability to:
 obtain information,
 identify problems,
 resolve conflicts,
 improve the accuracy of communication,
 solve problems,
 motivate the speaker.

Responsive listeners demonstrate to the speaker that they are listening and
understanding what is being said, which encourages the speaker to continue.
Encouraging responses may include both nonverbal and verbal cues:

Nonverbal Responses
 Smiling
 Appropriate facial expression
 An affirmative nod of the head
 Good (appropriate) eye contact
 Minimizing distractions (turning off cell
phones, etc.)
 Taking notes (under-utilized way to
broaden the depth of learning)
 Leaning slightly towards the speaker

Verbal Responses
 “Uh-huh”
 “I see”
 “Yes”
 “Really?”

Occasionally repeating or paraphrasing short phrases to show what you’ve heard

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Level III: Selective Listening

A number of us listen selectively, and when we

do, we are not paying attention to the entire message.
What we do is merely paying attention to certain words
or phrases that appeals our interest. We aren’t
interested in the speaker’s entire message, only the
part of it that concerns us.

Selective listening is like a student with a

highlighter. When students study for a test they
commonly use a highlighter to focus on key ideas in a
textbook. They might skim over text that doesn't seem
critical but focus on text that gets to the point.

The following are common features of selective listening:

 Multitasking
Giving listening less than full attention. For example, planning what you're going
to say while someone is talking.
 Skimming
Deciding when to retain important information and when to ignore non-critical
information.
 Prioritizing
Focusing on high priority information (e.g. when your boss speaks).
 Summarizing
Developing a general impression of what is said rather than memorizing an
accurate account.

Is Selective Listening A Bad Habit?

Selective listening has a reputation as being a bad habit. It's certainly a bad way to build
rapport. People tend to know if you're fully listening to them. They tend to feel insulted if
they catch you drifting off when they're talking.

Selective listening isn't as accurate as devoting

your fully attention to everything that's said.
Despite these disadvantages, it's widely
practiced.

It does have potential advantages. Selective

listening allows you to filter and summarize
information while multitasking.

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Level IV: Attentive Listening

In attentive listening, listeners provide feedback

to the speaker by asking for more information or
by paraphrasing the speaker’s message to gain
further clarification from the speaker. In this
level of listening, listeners are more involved,
engaging their intellect in the listening process
and are able to comprehend more information
than at previous levels. However, we are merely
listening for our own selfish interests, and are
probing for more information because we
perceive the information as yielding some profitable value to us, not because we want to
benefit the speaker with our understanding.

Great listening doesn’t come easily. It’s hard work. There are two major types of
listening skills: attentive and interactive. The following attentive listening skills will help
you uncover the true messages your counterparts are conveying.

 Be motivated to listen. Knowing that the person with the most information is
usually the one in control of a negotiation should give you an incentive to be a
better listener. It is wise to set goals for the amount and type of information you
hope to receive from your counterpart. The more you can learn, the better off you
will be.
 If you must speak, ask questions. To get specific, useful information and
uncover your counterpart’s needs and goals, you have to continually ask
questions. By moving from broad to narrow questions, you will eventually acquire
the information you need to make the best decisions.

Level V: Active Listening

Active listening techniques require listeners to engage not only their intellect in
listening, but their emotions as well. Listening actively allows listeners the exchange of
information—asking the speaker question to gain complete comprehension. They reflect
their interpretations of what’s been said back to the speaker so that the speaker feels
heard and has a chance to correct any
misunderstanding. Active listening
techniques require listeners to engage not
only their intellect in listening, but their
emotions as well. Listening actively allows
listeners the exchange of information—
asking the speaker question to gain complete
comprehension. They reflect their
interpretations of what’s been said back to
the speaker so that the speaker feels heard
and has a chance to correct any
misunderstanding.
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Becoming an Active Listener

There are five key active listening

techniques you can use to help you become a
more effective listener:

1. Pay Attention
Give the speaker your undivided
attention, and acknowledge the message.
Recognize that non-verbal communication also "speaks" loudly.
 Look at the speaker directly.
 Put aside distracting thoughts.
 Don't mentally prepare a rebuttal!
 Avoid being distracted by environmental factors. For example, side
conversations.
 "Listen" to the speaker's body language .
2. Show That You're Listening
Use your own body language and gestures to show that you are engaged.
 Nod occasionally.
 Smile and use other facial expressions.
 Make sure that your posture is open and interested.
 Encourage the speaker to continue with small verbal comments like yes, and "uh
huh."
3. Provide Feedback
Our personal filters, assumptions, judgments, and beliefs can distort what we
hear. As a listener, your role is to understand what is being said. This may require you
to reflect on what is being said and to ask questions.
 Reflect on what has been said by paraphrasing. "What I'm hearing is... ," and
"Sounds like you are saying... ," are great ways to reflect back.
 Ask questions to clarify certain points. "What do you mean when you say... ." "Is
this what you mean?"
 Summarize the speaker's comments periodically.
4. Defer Judgment
Interrupting is a waste of time. It frustrates the speaker and limits full
understanding of the message.
 Allow the speaker to finish each point before asking questions.
 Don't interrupt with counter arguments.
5. Respond Appropriately
Active listening is designed to encourage respect and understanding. You are
gaining information and perspective. You add nothing by attacking the speaker or
otherwise putting her down.
 Be candid, open and honest in your response.
 Assert your opinions respectfully.
 Treat the other person in a way that you think she would want to be treated.

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Level VI: Empathic Listening

Emphatic Listening is listening at its peak— it is the

deepest level of listening. It differs from active listening in
an important way. When we listen empathically, we try to
step out of our own perspective and view things from that
of the speaker’s. This is not only understanding what the
person is saying and feeling, but empathizing with it and
making effort to communicate this understanding to the
speaker.

Empathic listening requires listening nonjudgmentally. We

cannot empathize with others if we are judging them.
Nonjudgmental listening does not mean that we agree with or condone what a person is
saying, only that we are willing to step out of ourselves long enough to see how the
person views what he or she is saying.

7 Tips for Empathic Listening

1. Be nonjudgmental

This isn’t always easy, but letting go of your own

opinions frees you to focus on the other person’s
perspective. Acknowledging a person’s views and
emotions helps you to help them. This doesn’t mean you
need to agree with everything the person says; it’s about
letting them know you care, that they matter.

2. Give the person your undivided attention.

Remove distractions. Ensure that you have the time to spend

with the person, and make sure no computers or other devices are
between you and them. Giving them your full focus displays respect,
and a person is more likely to stay calm when they feel respected.

3. Listen carefully (to feelings and facts).

Soak in the words as well as the larger view of

that individual in that specific situation. Notice tone of
voice, body language, and other clues to go beyond
the words and gain insight into emotions. I love
how Kim Warchol describes Empathic Listening when
she says, “Listen with your ears, eyes, and heart.”

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4. Show that you are listening carefully.

Think about your posture and nonverbal messages. Pepper

in supportive body language like eye contact, nodding, and other
signals as appropriate to advertise your attentiveness without
interrupting.

5. Don’t be afraid of silence.

Sometimes all a person needs is to be heard or know you’re

there. Pay attention to the context and quality of the silence before
responding. The individual might be thinking about what to say next
or may need a few silent moments to rein in emotions.

6. Restate and paraphrase.

If you speak, refer to the person’s words, ask

questions, and clarify comments as needed. Keep that
nonjudgmental and respectful spirit, and give the
person time to respond. Remember, there’s no script
for Empathic Listening. Respond based on that person,
situation, and moment.

7. Follow up.

Check with the person to see if they have further questions or comments. Set up
another time to meet if needed.

To know more about the Levels of Listening please click the link below:
https://www.youtube.com/watch?v=WX9F-3t1nm8
https://www.youtube.com/watch?v=eLfXpRkVZaI
https://www.youtube.com/watch?v=a7so_wrViek

https://ifioque.com/listening/levels_of_listening
https://thinkedc.com/3-modes-effective-listening/
https://training.simplicable.com/training/new/what-is-selective-listening
https://peterstark.com/attentive-listening-skills/
https://www.mindtools.com/CommSkll/ActiveListening.htm

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