LISTENING SKILLSInternal Training on Effective Listening Skills

Communication Types

Percentage of Communication

Mode of Communication

Formal Years of Training

Percentage of Time Used

Writing 12 years 9%

Reading 6-8 years 16%

Speaking 1-2 years 30%

Listening 1-2 years 45%

Listening Vs hearing

• Hearing- physical process; natural; passive

• Listening- physical and mental process; active, learned process; a skill

• Listening is hard– You must choose to participate in the process

of listening.• Listening is hearing with a purpose

Facts about Listening

• Listening is our primary communication activity

• Our listening habits are not the result of training but

rather the result of lack of it.

• Most individuals are inefficient listeners

• Inefficient and ineffective listening is extraordinarily

costly

• Good listening can be taught.

• Listening build stronger relationships– Creates a desire to cooperate among people– Feel accepted and acknowledged

• Listening promotes being heard..– Stephen Covey…seek first to understand than to be

understood.• Listening creates acceptance and openness• Listening leads to learning• Listening reduces stress, tension, confusion and

misunderstanding• Listening is critical in conflict resolution.

The Art of Listening

• Make eye contact– Don’t look= don’t care

• Don’t interrupt– Halt any good thoughts till the person says

everything; shine the spotlight on them not you• Practice “Active Listening”

– Questions for clarification or further explanation• A. are u saying…..• B. what I heard was…..

The Art of Listening

• Show that you understand– Demonstrate some interest and comprehension– “Yes” “yeah” “mhhh”….. don’t act like a zombie

though• Listen without thinking

– Without forming responses in your mind– Be whole hearted and listen to the entire massage– Don’t let you mind wander

The Art of Listening

• Listen without judgement– Withhold negative evaluations or Judgements– Avoid “shut off”

• Listen to Non-verbal communication– 60-75% nonverbal– Know what the persons body is saying– Does the body language align with their words

The Art of Listening

• Create a suitable environment– Remove all distractions– Listen empathetically with an open mind and

heart– Show care and consideration

• Observe other people– Source for feedback from trusted sources– Create an annoying habits checklist- personal

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 differences between speed of

speech and speed of thought.

Conclusion

• Listening is the most effective way of acknowledgment

• ,,,,,a way of saying,• You are Important