4. Hearing vs Listening
Hearing
To perceive sound via the ear
Listening
Listening requires concentration so
that your brain processes meaning from
words and sentences.
9. Empathetic Listening
To
provide emotional support
Understand
the type and intensity of
feelings the speaker is experiencing
without judgement
Not
necessary to agree the same way
with speaker
10. Comprehensive /
Active Listening
Listening
to understand the message of a
speaker
Focuses
on accurately understanding the
meaning of the speaker by verbal an non
verbal communication
11. Critical / Analytical Listening
Listening to evaluate a message for purposes of
accepting or rejecting
Focuses on evaluating whether a message is
logical and reasonable
Challenges the speaker’s message by evaluating
its accuracy and meaningfulness, and utility
Uses critical thinking skills
13. Environmental Barriers
1. The room too hot or too cold
2. The chair uncomfortable
3. The lighting too bright or too dim
4. Bad ventilation; stuffy/smoky atmosphere
5. Noise
7. Sights
6. Smells
15. Personal Barriers
1.Preoccupied with own problems
3.Looking for every opportunity to
interrupt
2.Thinking about own response without
hearing speaker
4. Pseudo Listening
18. Perceptual Barriers
The speaker and the listener sometimes see the same situation from a
different point of view and this can affect understanding (e.g. parent and child).
Examples of other perceptual barriers are:
•Social/cultural background differences
•Attitude unexpected
•Expectations different
•Appearance of speaker
•Mannerisms
•Accents
19. Content Barrier
What the speaker is saying may also be a barrier to the listener:
1.
2.
3.
4.
5.
6.
Subject of the discussion does not interest us
Speaker goes on for too long
Speaker is saying what we don't want to hear
We have heard it all before
Content is too difficult/simplistic
Content is repetitious
20. What is Effective Listening?
•
•
•
Definition:
Absorbing information
Showing that you are listening and
interested
Providing feedback.
Involves:
Choice of right words and non verbal
cues.
Effective Listeners:
Let speakers know they have heard
and understood the speakers.
22. Why effective listening is
important?
Improves
relationships
Improves our knowledge
Improves our understanding
Prevents problems escalating
Saves time and energy
Leads to better results
23. Four techniques for Effective
Listening
•
•
•
•
Reflecting:
Letting the other party know that what
they are saying to us is being heard.
Probing:
Asking for additional information.
Deflecting:
Shifting the discussion to a different
topic.
Advising:
Giving advice.
24. Do’s and Don'ts of effective
communication
Face the speaker
and maintain
The eye contact
Be attentive but
relaxed
Give the speaker
regular feedback
Try to visualize things
what speaker is saying
Keep an open
mind
25. Ask questions only to
ensure understanding
Pay attention to
what isn’t said—to
nonverbal cues
Try to feel what the speaker is feeling
Wait for the speaker to pause to ask clarifying questions video