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LISTENING

 An active activity that involves


receiving, deciphering, and perceiving
a message with intent to respond.
TYPES OF LISTENING
 Active listening.
You listen closely to content and intent.

 Passive listening .
The definition of this is the old adage, “In
one ear and out the other.” You hear the
words, but your mind is wandering and no
communication is taking place.
TYPES OF LISTENING
 Selective listening.
You hear only what you want to hear. You hear
some of the message and immediately begin to
formulate your reply or second guess the
speaker without waiting for the speaker to
finish.

 Reflective Listening.
This is active listening when you also work to
clarify what the speaker is saying and make
sure there is mutual understanding.
TYPES OF LISTENING
 Empathetic Listening.
Listening something with empathy is
known as empathetic listening.
Empathy refers to emotions.
Hearing Vs Listening

• Hearing is an • Listening is a
involuntary, conscious act.
physical and
biological act.
• Listening involves
• There is no hearing, receiving,
understanding or comprehending
appropriate and responding
response. appropriately.
LEVELS OF LISTENING
 Attending skills.
 Following skills.
 Reflecting skills.
ATTENDING SKILLS
 Face the speaker directly.
 Have an “Open Posture” (Open
Arms, not crossed, not defensive).
 Lean towards the speaker
(indicates involvement and
interest)
 Maintain direct eye contact.
ATTENDING SKILLS
 Remain relaxed (no fidgeting, not
rigid, appear comfortable and
open).
 Create a relaxing and comfortable
environment for the speaker.
 Practice sitting with an open and
receptive pose.
 Maintain good posture or lean
forward if standing.
FOLLOWING SKILLS
 Do not interrupt the speaker.
 Do not divert the speaker by
asking too many questions.
 Do not divert the speaker with too
many statements or observations.
 Do not “fill in” words or complete
sentences (let the speaker finish).
 Encourage the speaker to tell their
own story.
FOLLOWING SKILLS
 Use prompters like “yes”, “go on”,
and “I understand”.
 Nod your head, show subtle signs
of attentiveness.
 Allow time for Silence.
 Allow the speaker time to reflect
and prepare the next dialogue.
REFLECTIVE SKILLS
 Paraphrase.
 Accurately restate the speaker’s
message.
 Use your own language to convey
factual information only.
 Reflection of feeling.
 Clarifying.
REFLECTIVE SKILLS
 Attempt to understand vague,
confusing or unclear
communication.
 Accurately restate your perception
of the emotions of the speaker.
 Focusing.
 Keep the flow of the conversation
goal directed and specific.
LISTENING PROCESS
 A MODEL FOR LISTENING

HURIER BEHAVIORAL MODEL


(Brownell, 1985, 1986)
LISTENING PROCESS
 Hearing--focusing on and attending to the
message
 Understanding--obtaining the literal message
meaning
 Remembering--recalling the message for future
action
 Interpreting--expressing sensitivity to contextual
and nonverbal message aspects
 Evaluating--logic applied to the assessment of
the message value
 Responding--choosing an appropriate response
to what is heard
BARRIERS TO LISTENING
 Noise.
 Physical Environment.
 Accent / Delivery of the Speaker.
 Assumptions.
 Self Esteem.
 Prejudices.
 Perception.
 Preoccupation.
BARRIERS TO LISTENING
 Call the subject uninteresting.
 Criticize the speaker’s delivery.
 Listen only for facts.
 Take no notes or note everything.
 Fake attention.
 Get distracted.
 Let emotions block the message.
ADVANTAGES OF LISTENING
 Good Listening leads to positive attitude,
cordial relations and better participation.
 Helps to build rapport with the sender and
thus gain his confidence.
 It increases productivity.
 Provides valuable information for the
purpose of decision-making.
 Listening is a powerful form of
acknowledgement
ADVANTAGES OF LISTENING
 Listening is a way of saying, "You are
important."
 Listening conveys the message that "I am
not judging you."
 Listening provides a basis for
understanding another person because it
encourages the listener to let go of
assumptions and find the meaning the talker
is trying to convey.
 Listening encourages openness.
TIPS TO IMPROVE LISTENING
 Listen carefully. Helps you to:
 Comprehend .
 Evaluate .

 Careful listening will require a conscious


effort on your part.

 You must be aware of the verbal and


nonverbal messages (reading between the
lines).

 Be mentally and physically prepared to


listen.
TIPS TO IMPROVE LISTENING
 Listen with empathy.

 You can't hear if YOU do all the talking.


Don't talk too much.

 Be courteous; don't interrupt. Take notes if


you worry about forgetting a particular
point.

 Avoid stereotyping individuals by making


assumptions about how you expect them to
act. This will bias your listening.
TIPS TO IMPROVE LISTENING
 Listen to how something is said. Be alert for
the emotions behind the words.
 Listen without thinking about how you're
going to respond.
 Maintain good body posture.
Avoid interrupting Be empathetic Make eye
the speaker contact

Paraphrase
Don’t talk Active
Listening

Exhibit affirmative
head nods and
Avoid distracting appropriate
actions or facial expressions
gestures Ask questions

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