2. Listening is not the same as Hearing
Hearing
Accidental
Involuntary
Effortless
Passive
Listening
Focused
Voluntary
Intentional
Active
Hearing refers to the sounds you hear, whereas effective listening
requires concentration and the use of your other senses, not just
hearing the words spoken.
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3. We Spend a lot of Time Listening
Adults spend an average of 70% of their time engaged in some sort of
communication, of this an average of 45% is spent listening compared
to 30% speaking, 16% reading and 9% writing. (Adler, R. et al. 2001).
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4. Reasons for Listening
We listen to obtain information
We listen to understand
We listen for enjoyment
We listen to learn
Research on listening suggests that we remember between 25%
and 50% of what we hear. Listening is a skill we can all benefit
from improving.
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5. Active Listening
Stop Talking!
Don’t talk, listen.
“If we were supposed to talk more than we listen, we would have two tongues and one
ear.” Mark Twain
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6. Active Listening
Pay Attention!
Screen out distractions, including your own
thoughts and feelings
Relax and focus on the speaker
Be present
Maintain eye contact if possible
Do not doodle, shuffle papers,
stare out the window, etc..
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7. Active Listening
Visualize to understand
Concentrate on what is being said
Create a mental model of the information
Remember key words and phrases
Keep an open mind
Defer Judgment
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9. Active Listening
• Do not interrupt the speaker
– Let the speaker finish,
– Pause before asking a question or
providing feedback
– Finish listening before you speak
– Do not impose a ‘solution’
“There is nothing so annoying as to have two people talking when you’re busy interrupting.
Mark Twain
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10. Active Listening
Receive input
Focus on input
Attach meaning to the input
Understand and integrate into your frame of
reference
Evaluate and judge the merits
Resolve and decide what to do with the
information
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