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Rapid Learning Programme By Ms. Anuradha – Training Manager

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• The process of people sharing
their IDEAS, THOUGHTS, AND
FEELINGS with one another in
commonly understandable
terms.
• It is giving and/receiving of
information
Rapid Learning Programme
What is Communication?
Communication
Sender Medium
(Idea/thought/feeling)
Receiver
Sending
Feedback

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Rapid Learning Programme
When does Communication become Effective?
Communication
(No Ambiguities)
Message
Conveyed
= Message
Understood

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• Comfort of the language
• Lacking clarity
• Using stereotypes and generalizations
• Jumping to conclusions
• Using disconfirming responses
• Lacking confidence
• Lack listening
Rapid Learning Programme
Barriers to effective communication
Communication

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To hear something with thoughtful attention :
give consideration
Rapid Learning Programme Listening
"We were given two ears but only one mouth,
because listening is twice as hard as talking."
What is Listening?

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Why is Listening important?
Advantages of Listening are:
•Good Listening leads to positive attitude, cordial relations
and better participation.
•It helps us to understand the customer better
•Helps you to build rapport with the customer and thus gain
his confidence
•It increases productivity
•Provides valuable information for the purpose of decision-
making.
Rapid Learning Programme Listening

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Types of Listening
• ACTIVE LISTENING
• PASSIVE LISTENING
• SELECTIVE LISTENING
• REFLECTIVE LISTENING
• EMPATHETIC LISTENING
Rapid Learning Programme Listening
You listen closely to content and intent. What emotional meaning
might the speaker be giving you? You try to block out barriers to
listening. Most importantly, you are non-judgmental and
empathetic
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.
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.
This is active listening when you also work to clarify what the
speaker is saying and make sure there is mutual understanding.
Listening something with empathy is known as empathetic listening.
Empathy refers to emotions.
Ex: Listening to a sad event, we need to listen with sad emotions

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Vs.
Rapid Learning Programme Listening vs. Hearing

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Effective Listening is a skill which can be
achieved only through Practice. It is intellectual.
Hearing is like breathing, it is automatic. It is
physical
Rapid Learning Programme
Differences
Listening vs. Hearing

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• Hearing is an involuntary,
physical and biological act
• There is no understanding or
appropriate response
• Listening is a conscious act
• Listening involves hearing,
receiving, comprehending and
responding appropriately
Listening vs. Hearing
Rapid Learning Programme Listening vs. Hearing

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There are 3 levels to listening:
• Attending skills
• Following skills
• Reflecting skills
Rapid Learning Programme
Levels of Listening
Listening Skills

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Nodding and making
receptive verbal signals.
Rapid Learning Programme
Attending Skills
Listening Skills
Establishing eye contact
Positive body posture

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Rapid Learning Programme
Following Skills
Listening Skills
Comments such as –
“ Oh Really? I see……”
Asking open-ended questions
Demonstrating Interest

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Rapid Learning Programme
Reflecting Skills
Listening Skills
“LISTEN!! FOR THE WORDS AND THE EMOTIONS”
Reflecting emotions Reflecting implications

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Barriers to Listening:
•Noise
•Physical Environment
•Accent / Delivery of the Speaker
•Assumptions
•Self Esteem
•Prejudices
•Perception
•Preoccupation
•Lack of feedback
– Questions
– Paraphrasing
Do we always listen?
If No, Why not?
Rapid Learning Programme Barriers to Listening

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• Listen carefully. Helps you to:
– Understand
– 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.
• You can't hear if YOU do all the talking. Don't talk too much.
Do you want to listen better……?
Tips to improve Listening!
Rapid Learning Programme Improve Listening

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• Listen with empathy.
• 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.
• Listen to how something is said. Be alert for the emotions behind the
words.
• Listen without thinking about how you're going to respond
• Make certain you give the customer to an opportunity to voice their
opinions. Don't dominate the conversation.
• Maintain good body posture
Rapid Learning Programme Improve Listening
Do you want to listen better……?
Tips to improve Listening!

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Getting Response You Need: Types of Question
– Open:
Question does not invite any particular answer, but open up discussion.
– Closed:
Question is specific and must be answered with a yes or no, or with details as
appropriate.
– Fact-Finding:
Question is aimed at getting information on a particular subject.
– Follow-Up:
Question is intended to get more information or to elicit an opinion.
– Feedback:
Question is aimed at finding the difference that makes the difference.
Rapid Learning Programme
What is Questioning?
Questioning

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Rapid Learning Programme The End
Thank You for listening