Unit 3

Unit-3

Listening Skills

Dr. Jivraj Mehta Institute of Technology Prof. Chintan Mahida To download soft copy of notes, Log on to http://chintanmahida.tripod.com

"God gives us two ears but only one mouth, because listening is

twice as hard as talking."

3.1 : DEFINITION AND CONCEPT OF LISTENING

Expressing our wants, feelings, thoughts and opinions clearly and effectively is

only half of the communication process needed for interpersonal effectiveness.

The other half is listening and understanding what others communicate to us.

When a person decides to communicate with another person, he/she does so to

fulfill a need. The person wants something, feels discomfort, and/or has feelings

or thoughts about something. In deciding to communicate, the person selects the

method or code which he/she believes will effectively deliver the message to the

other person. The code used to send the message can be either verbal or non

verbal. When the other person receives the coded message, they go through the

process of decoding or interpreting it into understanding and meaning. Effective

communication exists between two people when the receiver interprets and

understands the sender’s message in the same way the sender intended it.

Communication is one of the essential elements of our existence and listening is

an important aid to communication. It is a process of receiving and interpreting

the spoken words. It involves recognition of what is said and comprehending the

matter. This means that effective listening involves not only recognizing unit

boundaries of sound but also the recognition of problems, pauses, hesitations,

Definition and Concept of Listening

Types of Listening

Active Listening V/s Passive Listening

Empathetic Listening

Traits of a good listener

Barriers in effective listening

Tips for effective listening

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stress, intonation and rhythm pattern. While receiving and interpreting the

spoken words, the listener is concerned with four factors. Such as sensing,

message decoding or interpreting, evaluation and response. Listening is the ability

to understand and respond effectively. Listening is useful for getting meaningful

understanding.

According to Kevin Murphy, the better you listen, the luckier you will get. In the

words of Betty Harragon. good managers always listen to the opinions of their

staff and key subordinates. Listening begins with physical hearing of the message

and taking notes of it. Sensing is, thus, the first step of the listening process. You

hear sounds and concentrate on them in order to receive the massage. After

receiving the message. deeding or interpreting in listening refers to the process of

changing the coded message into information. Listening helps a lot in our major

function of communication. It helps to know the organisation. Listening is very

important for the success of the open-door policy. Many managers take pride

that they believe in open door policy. Listening, especially careful listening to the

grapevine enable you to know what the members of the staff or the company's

activities and policies.

Listening is also important in other places—in the home, at church, in civic clubs,

and at social gatherings. In these and other places, listening to gain information

may be less important than listening to improve relationships. Counselors and

other experts on interpersonal communication tell us that listening is the skill that

can make or break a relationship. To a certain extent, this type of listening is

important in the workplace as well; after all, we humans are relational individuals

and it is sometimes as important to understand the person as what the person is

saying. Even at work, then, there is a lot more to listening than just understanding

the meaning of words.

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3.2 TYPES OF LISTENING

Different situations require different types of listening. We may listen to obtain

information, improve a relationship, gain appreciation for something, make

discriminations or engage in a critical evaluation. While certain skills are basic and

necessary for all types of listening, each type requires some special skills. There

are many type and sub types of listening. But Listening can be categorized mainly

in the following types.

[1] Discriminative listening :

As the name itself suggests, discriminative listening is the most basic type of

listening, whereby the difference between the sounds is identified. If you cannot

hear differences, then you cannot grasp the meaning that is expressed by such

differences. By being sensitive to changes in the speaker’s rate, volume, force,

pitch and emphasis, the informative listener can detect even minute and minor

meaning of difference in meaning.

[2] Comprehensive listening :

When the listener comprehends the message in order to understand the full

meaning, it falls into the category of comprehensive or evaluative listening. This

type of listening results in to selection of the needed information out of the total

information. Students should involve themselves in this type of listening.

In communication, some words are more important and some less so, and

comprehension often benefits from extraction of key facts and items from a long

spiel. Comprehension listening is also known as content listening, informative

listening and full listening. There are two other types of listening which are similar

to Comprehensive listening.

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(A) Evaluative / Critical listening:

Evaluative listening is also called ‘critical listening’ because we make judgments

about what the other person is saying. We seek to assess the truth of what is

being said, We also judge what they say about our values, assessing them as good

or bad, worthy or unworthy.

(B) Biased listening

Biased listening happens when the person hears only what they want to hear,

typically misinterpreting what the other person says based on the stereotypes

and other biases that they have. Such biased listening is often very evaluative in

nature.

[3] Superficial Listening :

When the listener pays no attention on the content of the message , it becomes

superficial listening. The uninterested listener can concentrate on the theme of

the conveyed message.

[4] Appreciative Listening :

When the listener listens something for enjoyment and pleasure such as songs,

jokes, anecdotes, stories, it becomes appreciative listening.

[5] Focused Listening :

When the listener listens something in the form of information, it becomes

focused listening as the listener pays full attention to the content. Railway

announcement, Reading of notices in school and college are examples of focused

listening

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[6] Attentive Listening :

In this type of listening, the listener's complete attention is must especially in

situations such as interview, meeting, group discussion etc. Here the listener is

expected to pay attention not only central idea but also to supporting as

examples and illustrations.

[7] Empathetic Listening and Sympathetic Listening

This type of listening leads the listener not only to understand the physical

message but also to peep into the listener’s state of mind, feelings and emotions.

Here the listener has to understand the speaker's implied meaning and intention.

Psychiatrists listening to their patients fall in to the category of empathetic

listening.

In sympathetic listening we care about the other person and show this concern in

the way we pay close attention and express our sorrow for their ills and happiness

at their joys.

[8] Therapeutic listening :

In therapeutic listening, the listener has a purpose of not only empathizing with

the speaker but also to use this deep connection in order to help the speaker

understand, change or develop in some way.

[9] Dialogic listening :

The word ‘dialogue’ stems from the Greek words ‘dia’, meaning ‘through’ and

‘logos’ meaning ‘words’. Thus dialogic listening means learning through

conversation. Dialogic listening is also known as ‘relational listening’ because with

the help of exchange of ideas while listening, we also indirectly creates a relation.

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[10] Relationship listening :

Sometimes the most important factor in listening is in order to develop or sustain

a relationship. This is why lovers talk for hours and attend closely to what each

other has to say when the same words from someone else would seem to be

rather boring. Relationship listening is also important in areas such as negotiation

and sales, where it is helpful if the other person likes you and trusts you.

Apart from these types, there are two basic types of listening. All these types

directly /indirectly falls into this category. (a) Active Listening (b) Passive

Listening. Active listening is reacting or doing something that demonstrates you

are listening and have understood. In Active listening , Giving non-verbal cues to

demonstrate you are paying attention (nodding, making eye contact, making

facial expressions appropriate to what is being said) is the main part. A listener

encourages speaker to talk about the topic. Passive Listening is listening without

reacting or any interest or any involvement. Passive listener expresses boredom

on his face.

3.2 ACTIVE LISTENING V/S PASSIVE LISTENING

It has been calculated that most people speak anywhere between 100 and 175

words per minute. We are capable of listening, however, to nearly three hundred

words per minute. As you can see, it is quite easy, with all that word flow, for us

to allow our minds to drift in to outer space, effectively tuning out whatever it is

that the speaker is attempting to communicate with us. Listening is anything but

basically a passive, neutral activity. But many active processes are taking place

within the listener, so we can say that Listening is not a passive activity

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The following points clearly distinguish active and passive listening:

Active Listening :

(i) It is the process of converting an idea or thought into message with

complete involvement.

(ii) Listener encourages the speaker to express his ideas enthusiastically by

showing interest in the speech.

(iii) It is a two way process where listener plays an active role.

(iv) Active listener never neglects the physical aspects of the speaker such as

appearance, expressions, and bodily movements as they are very helpful to

convey meaning to spoken words.

(v) To encourage the speaker active listener responds non-verbally by rolling

eyes, changing facial expressions, showing smile and in this way shows his

keenness to listen.

(vi) Active listening leads to effective and sound listener-speaker relationship.

(vii) Active listener shows his thirst for knowledge and information by asking

relevant questions frequently and thus leads to build up a good rapport between

the speaker and the listener.

Passive Listening :

(i) It is the process of just absorbing the message without any involvement.

(ii) The listener discourages the speaker by expressing boredom on his face.

(iii) It is a one way process where the listener plays no role.

(iv) Passive listener has nothing to do with these physical aspects as he wants to

bring out no meaning from the spoken words.

(v) Passive listener also responds non-verbally by yawning and showingboredom

on face and discourages the speaker.

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(vi) No scope for listener-speaker relationship and infact the speaker wants to

avoid such listeners.

(vii) Passive listener wants the speaker to conclude as early as possible and thus

no chance of building up rapport between them.

Advantages of Active Listening :

Active listening gives positive results. It allows the speaker to improve

communication because one side is aware of other’s view point. Speaker tries to

give his best presentation. It helps in acquiring useful information.

3.3 Explain EMPATHETIC LISTENING in detail :

`Empathetic' is an adjective of empathy which means an ability to imagine and

share another person's feelings, experience, problematic . These feelings are

nothing but a state of mind and one can bean empathetic listener only when he /

she listens someone very actively. This type of listening leads the listener not only

to understand the message in the physical form but also to peep in to the

listener's state of mind, feelings and emotions. Here the listener has to

understand the speaker's implied meaning and intention. Psychiatrists' listening

to their patients falls in to the category of empathetic listening. Empathetic

listening is paying attention to another person with empathy. [emotional

identification compassion , feeling, insight ]. An excellent technique to help one

do this is called “active listening’. Another technique is to ask how the person

feels about the situation or perhaps feels. Empathy is not sympathy. Sympathy

means “feeling for someone’, empathy is “feeling as someone.” The most

important issue about empathetic listening in a classroom setting is when to use

it. The general rule is that teachers have a right to teach and students have a right

to learn. When the teacher and student can engage in a dialogue that does not

violate their individual rights or the rights of others, then empathy is certainly

appropriate. However when either a student or another person is attempting to

engage in a dilaogue that is disruptive and violates the rights of the teacher and

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or/students , then the teacher needs to be assertive and bring the class back to

order.

Important Elements/ Guideline of Empathetic Listening

Build the trust

Be attentive while listening

Do not hurt the speaker’s feeling.

Allow disputants to express their emotions

Reduce tension

Provide problem solving environment

Understand emotion and feeling of speaker

Show interest in listening

Use body language while listening

Use words like “I understand you’ or “I see’

Do not interrupt/interrogate/teach/give advice/rehearse in your own head.

Use open ended question

Be sensitive to emotions

3.5 TRAITS OF A GOOD LISTENER OR TIPS FOR EFFECTIVE LISTNER

Listening skills fuel our social, emotional and professional success, and

studies prove that listening is a skill we can learn. As it is not very easy

to pay full attention to what others say and to listen them carefully, the

following are some traits to be a good listener. These characteristics

improve one's efficiency in listening and with the increased listening

efficiency one can justify him wherever he goes. They are as under:

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(i) A good listener should concentrate on the message fully

avoiding physical distractions such as an attractive face or

fragrance of a perfume.

(ii) A listener's capacity to absorb the information is always much

more than a speaker's ability to talk and therefore the listener

gets a lot of time between two points. During the time, a good

listener should not allow his mind to wander or day dream.

(iii) A good listener gives the speaker a chance to complete his

speech. He should not jump to conclusions about the message

unless the speaker has finished.

(iv) A good listener should not allow his prejudices to close his

mind to the conveyed information. If one is prejudiced, he can

never accept the truth.

(v) A listener should take notes if he or she feels it desirable to use

it at a later stage. However this might destruct him or her from

listening and so it is advisable to take minimum notes.

(vi) One shouldn't be afraid to ask questions to make the things

clear where doubts arise. Infact this leads the speaker to believe that

you really wants to collect information.

(vii) One important trait of a good listener is patience. Though he or

she may be in hurry, he or she should listen the speaker patiently.

(viii) The listener should control his or her temper while listening.

Though he feels complete disagreement with what the speaker says,

he should calm down and discuss at the end of the speech.

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(ix) A good listener should send some verbal utterances as `Yes',

`hum' and some non-verbal signs as rolling eyes to indicate that

the listener is following what the speaker is saying.

Important Guideline for Effective Listening :

1. Face the speaker. Sit up straight or lean forward slightly to show your

attentiveness through body language.

2. Maintain eye contact, to the degree that you all remain comfortable.

3. Minimize external distractions. Turn off the TV. Put down your book

or magazine, and ask the speaker and other listeners to do the same.

4. Respond appropriately to show that you understand. Murmur (“uh-

huh” and “um-hmm”) and nod. Raise your eyebrows. Say words such as

“Really,” “Interesting,” as well as more direct prompts: “What did you

do then?” and “What did she say?”

5. Focus solely on what the speaker is saying. Try not to think about

what you are going to say next. The conversation will follow a logical

flow after the speaker makes her point.

6. Minimize internal distractions. If your own thoughts keep horning in,

simply let them go and continuously re-focus your attention on the

speaker, much as you would during meditation.

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7. Keep an open mind. Wait until the speaker is finished before deciding

that you disagree. Try not to make assumptions about what the speaker

is thinking.

8. Avoid letting the speaker know how you handled a similar situation.

Unless they specifically ask for advice, assume they just need to talk it

out.

9. Even if the speaker is launching a complaint against you, wait until

they finish to defend yourself. The speaker will feel as though their

point had been made. They won’t feel the need to repeat it, and you’ll

know the whole argument before you respond. Research shows that,

on average, we can hear four times faster than we can talk, so we have

the ability to sort ideas as they come in…and be ready for more.

10. Engage yourself. Ask questions for clarification, but, once again,

wait until the speaker has finished. That way, you won’t interrupt their

train of thought. After you ask questions, paraphrase their point to

make sure you didn’t misunderstand. Start with: “So you’re saying…”

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3.6 BARRIERS IN EFFECTIVE LISTENING

Listening is the corner stone of effective communication. Listening is a

complex process it is desirable to take care of the barriers that may

obstruct the smooth flow of oral communication. Anything that

obstructs the free flow of communication is a barrier and it is necessary

to take care of these barriers as listening is a complex part of

communication process. The barriers to the listening process can

originate from the speaker, listener, or the medium. The following is a

list of such barriers.

Physical Barriers :

Physical barriers to listening include noise, physical discomfort or any

physical factor. In the factories, oral communication is rendered

difficult by the loud noise of machines. Electronic noise like blaring

often interferes the communication through telephone. When a person

tries to talk to someone on a moving train or but several distractions in

the surrounding disrupt the listening process. Physical discomfort of

any kind can also disrupts the listening process as one can't be a good

listener and can't concentrate if one is not feeling comfortable. For

example, if the head or stomach of a person is aching, he can't listen.

These referred to distraction in the averment such as the sound of an

air conditioner, cigarette smoke, or an overheated room, which

interfere with the listening process. They could also be in the form of

information overload. For example, if you are in meeting with your

manager and the phone rings and your mobile beeps at the same time

to let u know that you have the message. It is very hard to listen

carefully to what is being said.

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Physiological Barriers : -

Some people may have genuine hearing problems or deficiencies that

prevent them from listening properly. Once detected, date and

generally be treated. Some people may have difficulties in processing

information, or memory related problem which make them poor

listeners. Another physiological barrier is rapid though. Listeners have

the ability to process information at the rate of approximately 500

words per minute, where as speaker talk at around 120 words per

minute. Since listeners are left with a lot of spare time, there attention

may not be focused on words the speaker is saying, but may under

elsewhere. Emotional state of mind plays its major role. Besides a

person with closed mind is very difficult man with deeply ingrained

prejudices and he is not prepared to listen.

Attitudinal Barriers

Pre occupation which personal or work related problems can make it

difficult to focus one’s attention completely on what speaker is saying,

even what is being said is of crime importance. Another common

attitudinal barrier is egocentrism, or the belief that you are more

knowledgeable when the speaker and that you have nothing new to

have to learn from his ideas. People with this kind of close minded

attitude may very poor listeners.

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Wrong Assumptions :-

The success of communication depend on the both the sender and

receiver, as we have seen in an earlier unit. It is wrong to assume that

communication is the sole responsibility of the sender or the speaker

and that listeners have no role to play. Such an assumption can be big

barrier to listening. For example, a brilliant speech or presentation,

however well delivered, is wasted if the receiver is not listening at the

other end. Listeners have as much responsibility as speakers to make

the communication successful, by paying attention seeking

clarifications and giving feedback. Another wrong assumption is to

think that listening is a passive activity, in which a listener merely the

thoughts of the speaker. On the contrary, real listening or active

listening is hard work – it requires speaking sometimes to ask question,

agree or disagree with the speaker, give feedback etc.

Cultural Barriers :-

Accents can be barriers to listening, since they interfere with the ability

to understand the meaning of words that are pronounced differently.

The problem of different accents arises not only between cultures, but

also within a culture. For example, in a country like india where there is

enormous cultural diversity, accents may differ even between regions

states. Another type of cultural barrier is doddering cultural values. The

importance attached to listening and speaking differs in western and

oriental cultures. Generally, orientals regard listening and silence as

almost a virtue, whereas Attach greater importance to speaking.

Therefore this would interfere with the listening process, when two

people from these two different cultures communicate.

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Gender Barriers :-

Communication research has shown that gender can be barrier to

listening. Studies have revealed that men and women listen very

differently and for different purposes. Women are more likely to listen

for the emotion behind a speaker’s words, when men listen more for

the facts and the content.

Example :- a salespersons giving a demonstration of a new type of

office equipment may be asked by two colleagues if the equipment will

work without ant problem and respond by saying “Sure.” A male user

may take his at face value, where as the female user may detect some

hesitation in his voice. This is because the male user listen for the

content of the message, where as the female user listen for the tone of

the message.

Lack of Training :-

Listening is not an inborn skill. People are not born good listeners. They

have to develop the art of listening through practice and training. Lack

of training in listing skills is an important barrier to listing, in the Indian

Context.

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Bad Listening Habits :-

Most people are very average listeners who have developed poor

listening habits that are hard to said and that act as barriers to

listening. For example, some people have the habits of “faking”

attention, or trying to look like a listeners, in order to impress the

speaker and to assure him that they are paying attention. Others may

tend to listen to each and every fact and, as a result, miss out on the

main point.

Linguistic Barriers :

When the listener converts the message improperly in to thoughts , it

may lead to misunderstanding. While decoding on oral message, the

listener should concentrate on the linguistic code. If he listens to

something in dialect that he can’t follow, a breakdown in

communication occurs.

Questions from Gujarat Technological University Final Exam :

Differentiate between Active and Passive Listening (Jan-2010)

Explain traits of a good listener. ( Jun-2009)

Define Listening. Explain various types of Listening. (June-2010)

Unit 3

Documents

listening process

comprehensive listening

discriminative listening

listening skillsstress

listening skills3

evaluative listening

careful listening

different types of listening