Professional Documents
Culture Documents
Listening Skills
"God gives us two ears but only one mouth, because listening is
twice as hard as talking."
Expressing our wants, feelings, thoughts and opinions clearly and effectively is
only half of the communication process needed for interpersonal effectiveness.
The other half is listening and understanding what others communicate to us.
When a person decides to communicate with another person, he/she does so to
fulfill a need. The person wants something, feels discomfort, and/or has feelings
or thoughts about something. In deciding to communicate, the person selects the
method or code which he/she believes will effectively deliver the message to the
other person. The code used to send the message can be either verbal or non
verbal. When the other person receives the coded message, they go through the
process of decoding or interpreting it into understanding and meaning. Effective
communication exists between two people when the receiver interprets and
understands the sender’s message in the same way the sender intended it.
According to Kevin Murphy, the better you listen, the luckier you will get. In the
words of Betty Harragon. good managers always listen to the opinions of their
staff and key subordinates. Listening begins with physical hearing of the message
and taking notes of it. Sensing is, thus, the first step of the listening process. You
hear sounds and concentrate on them in order to receive the massage. After
receiving the message. deeding or interpreting in listening refers to the process of
changing the coded message into information. Listening helps a lot in our major
function of communication. It helps to know the organisation. Listening is very
important for the success of the open-door policy. Many managers take pride
that they believe in open door policy. Listening, especially careful listening to the
grapevine enable you to know what the members of the staff or the company's
activities and policies.
Listening is also important in other places—in the home, at church, in civic clubs,
and at social gatherings. In these and other places, listening to gain information
may be less important than listening to improve relationships. Counselors and
other experts on interpersonal communication tell us that listening is the skill that
can make or break a relationship. To a certain extent, this type of listening is
important in the workplace as well; after all, we humans are relational individuals
and it is sometimes as important to understand the person as what the person is
saying. Even at work, then, there is a lot more to listening than just understanding
the meaning of words.
As the name itself suggests, discriminative listening is the most basic type of
listening, whereby the difference between the sounds is identified. If you cannot
hear differences, then you cannot grasp the meaning that is expressed by such
differences. By being sensitive to changes in the speaker’s rate, volume, force,
pitch and emphasis, the informative listener can detect even minute and minor
meaning of difference in meaning.
When the listener comprehends the message in order to understand the full
meaning, it falls into the category of comprehensive or evaluative listening. This
type of listening results in to selection of the needed information out of the total
information. Students should involve themselves in this type of listening.
In communication, some words are more important and some less so, and
comprehension often benefits from extraction of key facts and items from a long
spiel. Comprehension listening is also known as content listening, informative
listening and full listening. There are two other types of listening which are similar
to Comprehensive listening.
Biased listening happens when the person hears only what they want to hear,
typically misinterpreting what the other person says based on the stereotypes
and other biases that they have. Such biased listening is often very evaluative in
nature.
When the listener pays no attention on the content of the message , it becomes
superficial listening. The uninterested listener can concentrate on the theme of
the conveyed message.
When the listener listens something for enjoyment and pleasure such as songs,
jokes, anecdotes, stories, it becomes appreciative listening.
This type of listening leads the listener not only to understand the physical
message but also to peep into the listener’s state of mind, feelings and emotions.
Here the listener has to understand the speaker's implied meaning and intention.
Psychiatrists listening to their patients fall in to the category of empathetic
listening.
In sympathetic listening we care about the other person and show this concern in
the way we pay close attention and express our sorrow for their ills and happiness
at their joys.
In therapeutic listening, the listener has a purpose of not only empathizing with
the speaker but also to use this deep connection in order to help the speaker
understand, change or develop in some way.
The word ‘dialogue’ stems from the Greek words ‘dia’, meaning ‘through’ and
‘logos’ meaning ‘words’. Thus dialogic listening means learning through
conversation. Dialogic listening is also known as ‘relational listening’ because with
the help of exchange of ideas while listening, we also indirectly creates a relation.
Apart from these types, there are two basic types of listening. All these types
directly /indirectly falls into this category. (a) Active Listening (b) Passive
Listening. Active listening is reacting or doing something that demonstrates you
are listening and have understood. In Active listening , Giving non-verbal cues to
demonstrate you are paying attention (nodding, making eye contact, making
facial expressions appropriate to what is being said) is the main part. A listener
encourages speaker to talk about the topic. Passive Listening is listening without
reacting or any interest or any involvement. Passive listener expresses boredom
on his face.
It has been calculated that most people speak anywhere between 100 and 175
words per minute. We are capable of listening, however, to nearly three hundred
words per minute. As you can see, it is quite easy, with all that word flow, for us
to allow our minds to drift in to outer space, effectively tuning out whatever it is
that the speaker is attempting to communicate with us. Listening is anything but
basically a passive, neutral activity. But many active processes are taking place
within the listener, so we can say that Listening is not a passive activity
Active Listening :
(iv) Active listener never neglects the physical aspects of the speaker such as
appearance, expressions, and bodily movements as they are very helpful to
convey meaning to spoken words.
(vii) Active listener shows his thirst for knowledge and information by asking
relevant questions frequently and thus leads to build up a good rapport between
the speaker and the listener.
Passive Listening :
(i) It is the process of just absorbing the message without any involvement.
(ii) The listener discourages the speaker by expressing boredom on his face.
(iv) Passive listener has nothing to do with these physical aspects as he wants to
bring out no meaning from the spoken words.
(vii) Passive listener wants the speaker to conclude as early as possible and thus
no chance of building up rapport between them.
Listening skills fuel our social, emotional and professional success, and
studies prove that listening is a skill we can learn. As it is not very easy
to pay full attention to what others say and to listen them carefully, the
following are some traits to be a good listener. These characteristics
improve one's efficiency in listening and with the increased listening
efficiency one can justify him wherever he goes. They are as under:
(viii) The listener should control his or her temper while listening.
Though he feels complete disagreement with what the speaker says,
he should calm down and discuss at the end of the speech.
1. Face the speaker. Sit up straight or lean forward slightly to show your
attentiveness through body language.
2. Maintain eye contact, to the degree that you all remain comfortable.
3. Minimize external distractions. Turn off the TV. Put down your book
or magazine, and ask the speaker and other listeners to do the same.
5. Focus solely on what the speaker is saying. Try not to think about
what you are going to say next. The conversation will follow a logical
flow after the speaker makes her point.
7. Keep an open mind. Wait until the speaker is finished before deciding
that you disagree. Try not to make assumptions about what the speaker
is thinking.
8. Avoid letting the speaker know how you handled a similar situation.
Unless they specifically ask for advice, assume they just need to talk it
out.
10. Engage yourself. Ask questions for clarification, but, once again,
wait until the speaker has finished. That way, you won’t interrupt their
train of thought. After you ask questions, paraphrase their point to
make sure you didn’t misunderstand. Start with: “So you’re saying…”
Physical Barriers :
Physiological Barriers : -
Attitudinal Barriers
Wrong Assumptions :-
Cultural Barriers :-
Accents can be barriers to listening, since they interfere with the ability
to understand the meaning of words that are pronounced differently.
The problem of different accents arises not only between cultures, but
also within a culture. For example, in a country like india where there is
enormous cultural diversity, accents may differ even between regions
states. Another type of cultural barrier is doddering cultural values. The
importance attached to listening and speaking differs in western and
oriental cultures. Generally, orientals regard listening and silence as
almost a virtue, whereas Attach greater importance to speaking.
Therefore this would interfere with the listening process, when two
people from these two different cultures communicate.
Gender Barriers :-
Lack of Training :-
Listening is not an inborn skill. People are not born good listeners. They
have to develop the art of listening through practice and training. Lack
of training in listing skills is an important barrier to listing, in the Indian
Context.
Most people are very average listeners who have developed poor
listening habits that are hard to said and that act as barriers to
listening. For example, some people have the habits of “faking”
attention, or trying to look like a listeners, in order to impress the
speaker and to assure him that they are paying attention. Others may
tend to listen to each and every fact and, as a result, miss out on the
main point.
Linguistic Barriers :