E-content edited by : Dr. Haroon Rasheed E-content edited by : Dr. Haroon Rasheed All -UG Semester II PAPER 1 AECC-2 English/ MIL Communication UNIT -3 Listening Skills Listening Skills Listening is the ability to accurately receive and interpret messages in the communication process. Listening is key to all effective communication. Without the ability to listen effectively, messages are easily misunderstood. As a result, communication breaks down and the sender of the message can easily become frustrated or irritated. If there is one communication skill you should aim to master, then listening is it. Listening is so important that many top employers provide listening skills training for their employees. This is not surprising when you consider that good listening skills can lead to better customer satisfaction, greater productivity with fewer mistakes, and increased sharing of information that in turn can lead to more creative and innovative work.
14
Embed
UNIT -3 Listening Skills Listening Skillsuafulucknow.ac.in/.../2020/04/AECC-MIL-Unit-3-listening-skills-all-UG.… · UNIT -3 Listening Skills Listening Skills Listening is the ability
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
E-content edited by : Dr. Haroon Rasheed
E-content edited by : Dr. Haroon Rasheed
All -UG Semester II
PAPER 1
AECC-2 English/ MIL Communication
UNIT -3 Listening Skills Listening
Skills Listening is the ability to accurately receive and interpret messages in the
communication process.
Listening is key to all effective communication. Without the ability to listen
effectively, messages are easily misunderstood. As a result, communication
breaks down and the sender of the message can easily become frustrated or
irritated.
If there is one communication skill you should aim to master, then listening is it.
Listening is so important that many top employers provide listening skills training
for their employees. This is not surprising when you consider that good listening
skills can lead to better customer satisfaction, greater productivity with fewer
mistakes, and increased sharing of information that in turn can lead to more
creative and innovative work.
E-content edited by : Dr. Haroon Rasheed
Many successful leaders and entrepreneurs credit their success to effective listening
skills. Richard Branson frequently quotes listening as one of the main factors
behind the success of Virgin.
Effective listening is a skill that underpins all positive human
relationships.
Spend some time thinking about and developing your listening skills –
they are the building blocks of success.
Good listening skills also have benefits in our personal lives, including:
A greater number of friends and social networks, improved self-esteem and
confidence, higher grades at school and in academic work, and even better health
and general well-being.
Studies have shown that, whereas speaking raises blood pressure, attentive
listening can bring it down.
Listening is Not the Same as Hearing
Hearing refers to the sounds that enter your ears. It is a physical process that,
provided you do not have any hearing problems, happens automatically.
Listening, however, requires more than that: it requires focus and concentrated
effort, both mental and sometimes physical as well.
Listening means paying attention not only to the story, but how it is told, the use
of language and voice, and how the other person uses his or her body. In other
words, it means being aware of both verbal and non-verbal messages. Your ability
to listen effectively depends on the degree to which you perceive and understand
these messages.
Listening is not a passive process. In fact, the listener can, and should, be at least
as engaged in the process as the speaker. The phrase ‘active listening’ is used to
describe this process of being fully involved.
E-content edited by : Dr. Haroon Rasheed
We Spend a lot of Time Listening
Adults spend an average of 70% of their time engaged in some sort of
communication.
Of this, research shows that an average of 45% is spent listening
compared to 30% speaking, 16% reading and 9% writing. (Adler, R. et al.
2001). That is, by any standards, a lot of time listening. It is worthwhile,
therefore, taking a bit of extra time to ensure that you listen effectively.
Based on the research of: Adler, R., Rosenfeld, L. and Proctor, R. (2001) Interplay: the process of interpersonal communicating (8th edn), Fort Worth, TX: Harcourt .
E-content edited by : Dr. Haroon Rasheed
The Purpose of Listening
There is no doubt that effective listening is an extremely important life
skill. Why is listening so important?
Listening serves a number of possible purposes, and the purposeof
listening will depend on the situation and the nature of the
communication.
• To specifically focus on the messages being communicated, avoiding
distractions and preconceptions.
• To gain a full and accurate understanding into the speakers point of view
and ideas.
• To critically assess what is being said. (See our page on Critical Thinking for
more).
• To observe the non-verbal signals accompanying what is being said to
enhance understanding.
• To show interest, concern and concentration.
• To encourage the speaker to communicate fully, openly and honestly.
• To develop an selflessness approach, putting the speaker first.
• To arrive at a shared and agreed understanding and acceptance of both
sides views.
• Often our main concern while listening is to formulate ways to respond. This
is not a function of listening. We should try to focus fully on what is being
said and how it's being said in order to more fully understand the speaker.
Effective listening requires concentration and the use of your other
senses - not just hearing the words spoken.
Listening is not the same as hearing and in order to listen effectively
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.
This not only happens when you go to see a therapist but also in many social situations, where
friends and family seek to both diagnose problems from listening and also to help the speaker
cure themselves, perhaps by some cathartic process. This also happens in work situations, where
managers, HR people, trainers and coaches seek to help employees learn and develop.
Dialogic listening The word 'dialogue' stems from the Greek words 'dia', meaning 'through' and 'logos' meaning
'words'. Thus dialogic listening mean learning through conversation and an engaged
interchange of ideas and information in which we actively seek to learn more about the person
and how they think.
Dialogic listening is sometimes known as 'relational listening'.
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.
Characteristics of listening skills :
Good listening skills are essential if you want to maintain successful
professional and personal interactions. If you don't listen well, chances are
you've experienced some disappointment and frustration in your
relationships. Excellent listening means more than simply hearing what's
been said. It means paying attention and fully understanding the speaker's
point of view. Knowing the characteristics of good listening skills and
practicing them can help you improve how you communicate.
Reasons to Listen
People listen to get information for work, learning or entertainment. But, surprisingly, most don't listen well. Scott Williams of Wright University, suggests that people only
E-content edited by : Dr. Haroon Rasheed
listen to about 25 percent of what they hear. Listening attentively can help you understand people, motivate them and build trust. James Manktelow, CEO of Mindtools, suggests that good listeners build stronger relationships with those around them because speakers appreciate knowing they successfully transmitted their message. It's beneficial to develop a reputation as a good listener because professionally and privately people will gravitate towards you, sharing confidences and seeking your advice.
How to Listen Effectively
The most basic listening skill is paying attention. This means maintaining focus on what the speaker is saying as well as how it is said. Don't get distracted by other things and don't allow interruptions. For example, when you reply to a text message, you can't pay full attention to the speaker. Keep your eyes and your mind focused on the speaker. Sitting up straight or changing your position can help keep your mind from wandering. Think about what the speaking is saying and why she's saying it. Don't begin formulating a response until you're sure you've fully grasped the intended message.
Show You're Listening
Good listeners make the speaker aware they are listening. Turn toward the speaker, maintain eye contact, smile and nod to indicate your engagement. Don't interrupt, even if it's to add a supportive comment or ask a question, unless the speaker pauses. If you do ask a question or make a comment, don't shift to a new topic, warns Dianne Schilling, in her article, "10 Steps To Effective Listening," on the "Forbes" magazine website. For example, if your spouse is describing the failure of a big business deal she
experienced, don't start sharing details about your frustration at work.
Giving Positive Feedback
The best way to connect with the speaker is to demonstrate you heard and understood the message by giving good feedback. Show you understood, not only the message, but what the speaker was feeling. Observing the speaker's nonverbal cues helps. For example, crossing the arms, frowning and raising the voice usually indicate anger. Try reframing what was said. For example, saying, "I know you were disappointed that I arrived so late and you worried about me," shows you were listening and empathize with the speaker's feelings
How to improve our listening Skills :
1. Demonstrate Your Listening Skills By Paraphrasing
E-content edited by : Dr. Haroon Rasheed
Paraphrasing and summarizing are both fantastic communication skills that help
you to make sense of a speaker’s points and also allow you to demonstrate that
you are listening closely.
For example, if your colleague talks for five minutes about her current difficulties
on your shared project, you might try saying something like “So, you’re feeling
very frustrated that your feedback isn’t being taken into account, and you’re
hoping to organize our team in a way that facilitates more frank discussion”.
Although this sounds like a simple listening technique, it can really show that you
“get” the other person. It can also go a long way toward preventing
misunderstands and misattributions.
2. Make Consistent Eye Contact
Learning how to listen isn’t just about what you say to others. Body language also
has a major role to play.
Although it’s off-putting if you stare at your interlocutor and refuse to blink until
they’ve stopped speaking, it is important to hold their gaze at least most of the
time. It is an encouraging way to communicate interest, understanding, and focus.
Be sure to tailor your eye contact to the needs of others, too. If you’re dealing with
someone anxious, cut back on direct stares and focus on other active listening
skills that are less confronting to shy people.
3. Adopt An Open Posture
Another tool in your attentive listening skill set involves paying close attention to
the way you’re standing or sitting.
For example, it’s common knowledge that folding your arms, tapping your feet or
pursuing your lips are all ways of showing displeasure, impatience or disinterest.