LISTENING AN IMPORTANT COMMUNICATION SKILL THAT IS A NECESSITY FOR TODAY'S MANAGERS IN THE DYNAMIC BUSINESS ENVIRONMENT

2. University of Kashmir
IMBA 1 SEM 2013
M . M.Shaw

4. Listening as the process of receiving, constructing meaning from,
and responding to spoken and/or nonverbal messages”.
- The International Listening Association
The word “Listen” derives its roots in the Germanic
language from the word “Hlysnan” which means to
pay attention. The first communication skill we
engage in the moment we are born is listening. It is
how we learn and acquire language.

6. The most basic of all human needs is the need
to understand and be understood. The best
way to understand people is to listen to them.
— Ralph Nicholas

7. Presented by: Nadia Aslam

8.  HEARING
THE SENSORY PERCEPTION OF SOUND
ATTENDING
A MENTAL AND PSYCHOLOGICAL
EFFORT WHICH INVOLVES
CATEGORISATION &
PRIORITISATION OF MESSAGES.

9.  COMPREHENDING
REMEMBERING,
UNDERSTANDING,
INTERPRETING AND
GRASPING THE
MESSAGE.
 EVALUATING
ANALYSING THE INFORMATION
AND DRAWING THE
CONCLUSIONS.

10.  RESPONDING
ACKNOWLEDGEMENT, REACTION, FEEDBACK THROUGH
GESTURES, SMILES, NODDING ETC.,

11. TYPES OF LISTENING
Presented by: Nida Riyaz
Saniya Saba

12. It is the first and foremost type of
listening in which we learn to
discern the difference in sound.
The best example of
discrimnative listening as a
phenomenon is the way a child
learns to speak.
For example:
- Singling out a single noise from
a noisy crowd.
Listeners primary concern is to
understand the message.
Listeners are successful when the
meaning they assign to messages
is as close as possible to that
which the sender intended.
E.g; Listening to lectures

13. APPRECIATIVE
LISTENING
When the listener gains
pleasure/satisfaction from
listening to a certain type of
music, poetry or even the stirring
words of a great leader.
Appreciative sources might also
include:
 Particular charismatic
speakers or Entertainers
COMREHENSIVE
LISTENING
Comprehensive listening is what
the message means to the
listeners and how they
understand it in different ways.
Listening comprehension involves:
 Speech decoding (sound, word,
accent recognition)
 Comprehending (identify central
theme, concentrate and
understand, deduce incomplete
information, decode unfamiliar
words).
 Oral discourse(critical skills,
attitude analysis, inferential
skills).

14.  Critical listening is that type of
listening where listeners have to
evaluate the message.
 Listeners have to critically
respond to the message and
give their opinions.
 It focuses on spoken message
and the emotions of the
individual.
 It includes understanding the
non-verbal cues.
 Involves listening to other
 This form of listening involves
analysis, critical thinking as well
judgment
person by putting oneself in the
physiological position of that
other person .

15. Presented by: Nida Rasheed

16. 
A way of listening and responding to another
person that improves mutual understanding.

A way of paying attention to other people that can
make them feel that you are listening them.

18. OBSERVE
• NON VERBAL BEHAVIOR
FOCUS
• NOT DOING ANY OTHER ACTIVITY
WHILE LISTENING
ACKNOWLEDGE
• RESPONDING THROUGH GESTURES &
FEEDBACK.
RESPECT
• LET THE SPEAKER FINISH

20.  Listening without responding.
 Interest in understanding what
the other person is saying.
 The speaker is not interrupted in
any way..

21. PRINCIPLES OF
LISTENING
Presented by: Ishret Fayaz

22. STOP TALKING
PREPARE
YOURSELF TO
LISTEN
 Don't talk, listen.
 When somebody else is talking
listen to what they are saying, do
not interrupt, talk over them or
finish their sentences for them.
 Stop, just listen
 Relax.

Focus on the speaker.
 Put other things out of mind

23. Put the speaker at ease
• Help the speaker to feel free to
speak
• Nod or use other gestures
• or words to encourage them to
continue
• Maintain eye contact but don’t
stare
Remove distractions
• Focus on what is being said.
•
Avoid unnecessary interruptions

24. Empathize..
Be Patient
 Try to understand the
 A pause, even a long pause,
other person’s point of
view.
 Let go of pre-conceived
ideas.
 By having an open mind
we can more fully
empathise with the
speaker.
does not necessarily mean
that the speaker has
finished.
 Be patient and let the
speaker continue in their
own time, sometimes it
takes time to formulate what
to say and how to say it.

25. Listen to the toneA
•Try to be impartial.
•Don't become irritated.
•Focus on what is being said and
try to ignore styles of delivery
good speaker will use both
volume and tone to their
advantage to keep an audience
attentive
It helps you to understand the
emphasis of what is being
said.

26. •Listen for ideas-not
words
•The most difficult aspects of
listening is the ability to link
together pieces of information to
reveal the ideas of others.
•You need to get the whole picture
not just isolated pieces and bits.
Wait and watch for
non verbal
communication

27. Presented by: Imrez Ashraf

29. 

Determine the concepts
and central ideas of the
message
The best gauge to know
whether you are listening or just
hearing is whether or not you
are actively looking for the
central idea of what is being
said.




Learn to adapt to the
speakers Appearance,
Personality and
Delivery
Don’t judge a book by its cover.
Not every one is blessed with
dashing looks
Beyond appearance ,we should
also spend some time coming to
peace with the fact that there
are different personalities, styles
and levels of abilities.

30.  Curb and overcome
Show the speaker you are
listening .
 It takes very little to jerk our

Head nods

Leaning forward



Making eye contact
distractions






attention away from the work of
listening…
Obstacles…
External noises.
Psychological activity (worry,
self consciousness,
preoccupation)
Physical conditions (
temperature ,odour ,light , visual
distractions etc)
Semantic distractions ( dialects ,
accents , vocabulary)
Technological distractions
Stop trying to Jump in and Talk

31. Presented by: Samra Altaf

32. Listening
is the most powerful form
of acknowledgment
…a way of saying,
“You are important.”

33. Listening builds
Listening creates
stronger relationships..
acceptance and openness
Creates a desire to cooperate
among people because they feel
accepted and acknowledged.
Conveys the message that
“I am not judging you.”

34. • Listening leads to
learning
Openness encourages personal
growth and learning.
• Listening reduces stress
and tension..
Minimizes confusion and
misunderstanding, eliminating
related stress and tension.

35. Listening is critical in
conflict resolution
Much conflict comes from the
need to be heard. Successful
resolution depends on being a
non- anxious presence.

36. Presented by: Fariya Tahir

37. Listening is a far more complex
process that most people think
{THILL and BOVEE }
Most of us listen at or below a 25%
efficiency rate, remember only about half of
what is said during a 10 minute conversation,
and forget half of that within 48 hours.
”.

38. Resisting Distractions



Distractions at physical or
mental level.
We have a pace of thinking
faster than speaking, our
attention begins to wander
while we listen to someone.
Make conscious effort to
bring our mind back.

Be alert to the speakers
message that is to be
transmitted.

Don’t be distracted by
physical appearance and
mannerisms of the speaker.
Concentrate on the message
that the speaker tries to
convey.

Focus More On the Manner Of
Listening than on the Matter Of
Listening
 Skilled listeners focus on
listening more to the message
than to the matter of listening.
 Each speech contains a limited
number of points.
 Our adapting to a right manner
of listening makes us identify
these points which, together
convey the main message.

39. DELAYING
EVALUATION
 Give speaker adequate
time to say.
 Do not jump to
TAKING NOTES
 Learn how to record what we
listen.
 Learning to take notes to keep
a track of the speaker’s
message should be the main
thrust of the listener.
conclusions.
 How a listener drives the
 Premature judgment
hampers effective
listening.
 Remember a good
listener keeps
his/her mind open for
ideas or
information and his/her
main thrust of the speakers
message home is also very
important
 Note taking technique is to
acquire main points by writing
the key words used by he
speaker.

40. Be alert to your Body
Language
What you do with your hands,
eyes, face and postures sends
out signals as to whether you
are or aren’t listening to and
understanding what the other
person is saying.
These include…
Yawning, sighing ,Frowning
Crossing arms at chest etc
In conversations
consider the following
mannerisms
Smiling frequently, looking into
your eyes, keeping eyes wide
open indicates that the person
shows interest in you and what
you are saying.

41. Acknowledging the
Speaker
In addition, the active listeners
usually acknowledge the speaker
verbally by comments such as
‘Umm’,
‘I see’,
‘Really?’
Listen to someone by
paying attention…..is
the greatest compliment
we can give to another
person.

44. Noise:
 Interior,
 Semantic
 Situational
Information
overload
.
All this information can weigh on
our ability to take in or receive
and adequately process and
evaluate what we take in through
our sensory channels.

45. Speaker Perception
Sometimes we label the speaker
as uninteresting, not a good
speaker, boring or we can look
beyond the perceptions we
may have of the speaker.
Self Perceptions and
Personal Biases
Self perceptions and personal
biases can include:
Egocentrism
Ethnocentrism
Personal biases
Know-it-all attitude

46. Presented by: Ziya Manzoor

47. Our emotions are involved
in business like everything
else in our lives, whether
those emotions are:
Excitement, Pride,
Pleasure, Frustration,
Anger, or
Something more subtle.

48. Role of emotions in listening
To listen is also to
communicate, and there are
two emotional factors that
affect most conversations:
1.
2.
How you feel about the
other person’s idea
What you believe the other
person feels about
your ideas

49. Emotions are integrally
linked to decision
making
Effective Communication
Skills
Emotional awareness

50. Effective communication
requires both thinking
and feeling
Beware of your own
emotions

52. HEARING VS
LISTENING
Presented by: Sumaira Nissar

53. Difference between Hearing and
Listening
HEARING
• Hearing is the process of
perceiving sound
produced by any source
in the environment.
• Hearing is merely the
ability of ear to sense
sound around one
LISTENING
• Listening is the process of deriving
meaning from organized sounds.
• Listening is more complex than
merely hearing as it consists of
four stages
• Sensing, Attending,
Understanding Interpreting,
Remembering and Responding
• Listening is more of conscious
effort to interpret the sounds
requiring concentration of the
mind.

55. When you are quiet, people will think you are
listening. But in order to hear what the other person is
saying, you have to stop thinking about anything else
and focus your attention on what is being said.
 You can actually listen without hearing. There are
several reasons for this. If you are planning your
response while the other person is talking, there is no
way you will hear what they are saying.


Or you may daydream while another person is
talking. This happens when you are not that interested
in what someone is talking about. Again, you won't be
able to hear what is being said while your mind is
preoccupied
Another issue is when you don't want to hear what is
being said. In this case your hearing actually shuts down
so you don't have to listen to something you don't want
to. This can also happen when you don't agree with the
person.

56. Effective
communication
Effective communication can
only occur when each person
is interested in hearing what
the other
is saying. Both people have
to make the effort to be
good listeners. This requires
patience, respect, and
courtesy. Productive
interaction takes int
ention and effort on the part
of everyone involved.

57. There are two distinct processes involved
in listening comprehension.
1.Top-down:
In this process prior knowledge is employed to
understand the meaning of a message.
2.Bottom-up:
In this process linguistic
Knowledge is used to understand the
meaning of a message.

59. Presented by: Farkhanda Manzoor

60.  People-Oriented
 Content-Oriented
Approach
Approach
 Talks about “we” more than
“you” or “they”
 Concerned about their
feelings.
 Provide clear verbal and nonverbal clues
 Content-oriented are
interested more in what is
said rather than who is
saying it or what they are
feeling.
 Rejects information that is
not supported with evidence
or expert opinion.
•
Graphs and charts are good
tools to use when speaking
with content-oriented
listeners.

61. 
Action oriented
 Interested in
1. what will be done,
2. what actions will happen,
3. when and who will do them.
 Concise and focus on work
expectations.
 Time Oriented
 People who are time-oriented
have their eyes constantly on the
clock.
 Want quick and brief messages.
 Interrupt speakers of how much
time is left

62. Presented by: Bareen Gundroo

63. Effective Listener; Mythical creature ? Does such thing exist?
 What do we mean by an
effective listener?
 We might define effective
listeners as those;
a) with sensitivity to context,
language and nuance
b) b) Who don’t view listening
as the pause before they talk

64. Will be:
 Fully Present And In the
Moment With You:
Will keep
 Keep Eye Contact With You:

65.  Will Nod, Smile And Give You
Auditory Feedback
 Will Parrot Back What You Are
Saying When Appropriate
 Will Only Finish Your Sentence
When Appropriate.
 Will Ask You Thoughtful and
Open-ended Questions About
What You Are Talking About:
 Won’t interrupt and Won’t impose
“solutions.”
 Will Encourage You To Continue
Talking.
 Goes By the 80% Listening, 20%
Talking Rule.
 Will Keep The Conversation
Focused on Your Topic of
Discussion.
 Listener Knows How to
Empathize With You:
 Pay attention to what isn’t said—
to nonverbal cues.

67. SILENCE IN
LISTENING
Presented by: Tuba Hamid

68. 1. Allowing SILENCE in a
conversation puts pressure on the
other person.
2. SILENCE can indicate hostility or
disagreement.
3. SILENCE can indicate
profoundness such as respect, awe,
or horror.
4.SILENCE can indicate
contemplation.
5.SILENCE can indicate empathy.

69. • While its almost never an indication of indifference,silence can indicate
that the other person is having negative emotions
•Sometimes we listen to someone that leaves us speechless because it
really goes beyond words.Listening to someone taking about a dreadful
trauma they have endured,or a beautiful,almost scared interaction with
another human being or a description of an awesome natural event
•Silence can be an indication of empathy when we are really tuning in to
how the other person is feeling about what they are saying,we are
listening more to their voice,cadence and speed rather than the acted
words and so replying with words may not be the attended response.