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PPT
Module 17
Listening
McGraw-Hill/Irwin
McGraw-Hill/Irwin
Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
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Listening
To learn how to
 Listen rather than simply hear.
 Listen actively.
 Continue to build goodwill.
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Listening
Start by answering these questions:
 What do good listeners do?
 What is active listening?
 How do I show people that I’m
listening to them?
 Can I use these techniques if I really
disagree with someone?
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Hearing vs. Listening
 Listening is the form of communication we practice
most often.
 Yet because we rarely have formal training in it, it
may be the one that we do most poorly.
 Listening is even more crucial on the job than it is in
classes, but it may also be more difficult.
 Because people routinely listen—to voices, to music,
to nature—they can overestimate their skills, and the
classroom experience is more structured than many
work situations.
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Hearing vs. Listening
 Hearing is simply the sense by which sound is
perceived.
 Listening is an active practice by which a message is
decoded and interpreted correctly.
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What do good listeners do?
1.
Pay attention.
 Good listening requires energy.
 You have to resist distractions and tune out noise
 To avoid listening errors caused by inattention
 Before  What answers do you need to get (anticipate the
answers, put down question and listen to answers during
conversation)
 At the end  Check your understanding.
 After  Write down key points
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What do good listeners do? (cont)
2.
Focus on the speaker(s) in a Generous Way.
 Some people listen looking for flaws (‫ )عيب‬or they
may listen as if the discussion were a war, listening
for points on which they can attack the other
speaker.
 Good listeners, in contrast,
 are more generous
 They weigh all the evidence before they come to
judgment.
 They realize that they can learn something even from
people they do not like.
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What do good listeners do? (cont)
2.
Focus on the speaker(s) in a Generous Way.
 To avoid listening errors caused by self-absorption
 Focus on the substance ‫ جوهر‬of what the speaker says,
not his or her appearance
 Evaluate what the speaker says instead of “How to
rebuttal‫” رد‬
 Work to learn from every speaker
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What do good listeners do? (cont)
3.
Avoid assumptions.
 Many listening errors come from making faulty
assumptions.
 In contrast, asking questions can provide useful
information.
 To avoid listening errors caused by faulty assumptions,
 Don’t ignore instructions you think are unnecessary.
 Consider the other person's background and experience
 Paraphrase “‫ ”اعادة صياغة النص‬what the speaker has said, giving him or
her a chance to correct your understanding
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What do good listeners do? (cont)
4.
Listen for feelings as well as facts
 Sometimes, people just want to have a chance to fully
express themselves.
 Sometimes, people may have objections that they can't
quite put into words.
 To avoid listening errors caused by focusing solely on facts
 Consciously listen for feelings
 Pay attention to tone of voice and facial expression.
 Silence does not mean consent ‫موافقة‬, Invite other person to
speak
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Active Listening
 Active listening is feeding back either the literal
‫حرفي‬meaning or the emotional content or both so
as to demonstrate that you have heard and
understood a speaker.
 asking for more information and stating one's own
feelings is another way to show active listening.
 In Japanese we call AIZUSHI
 In Arabic “‫”العيون مغاريف الحكي‬
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Active Listening
 Five strategies create active responses
 Paraphrase content. Feedback using your own words.
 Mirror the speaker’s feelings. Identify the feelings you think you hear
 State your own feelings. works especially well when you are angry.
 Ask for information or clarification.
 Offer to help solve the problem.
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Active Listening
 Instead of simply mirroring what the other person
says, many of us immediately respond in a way that
analyzes or attempts to solve or dismiss the problem.
 ‫اليبحث عن حل المشكلة بل يريد التعاطف معه على انه يواجه اوقات عصيبة‬
 People with problems need first of all to know that we
hear that they're having a rough time.
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Blocking Response vs. Active Response
Blocking Response
Active Response
 Ordering, threatening
“I don’t care how you do
it. Just get that report on
my desk by Friday.”
 Paraphrasing content
“You’re saying that you
don’t have time to finish
the report by Friday.”
 Preaching, criticizing
“You should know better
than to air “bring to
public” the department’s
problems in a general
meeting.”
 Mirroring feelings
“It sounds like the
department’s problems
really bother you.”
some of the responses that block communication
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Blocking Response vs. Active Response
Blocking Response
Active Response
 Interrogating
“Why didn’t you tell me
that you didn’t understand
the instructions?”
 Stating one’s own
feelings
“I’m frustrated that the job
isn’t completed yet, and
I’m worried about getting
it done on time.”
 Minimizing the problem
“You think that’s bad. You
should see what I have to
do this week.”
 Asking for information
or clarification
“What parts of the
problem seem most
difficult to solve?”
some of the responses that block communication
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Blocking Response vs. Active Response
Blocking Response
 Advising
“Well, why don’t you try
listing everything you
have to do and seeing
which items are most
important?”
Active Response
 Offering to help solve
the problem
“Is there anything I could
do that would help?”
some of the responses that block communication
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To Show You’re Listening
 To show people that you are listening, acknowledge
comments with:
 Words.
 Nonverbal symbols.
 Actions.
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Can I use these techniques if I
really disagree with someone?
 Most of us do our worst listening when we are in
highly charged emotional situations, such as talking
with someone with whom we really disagree,
getting bad news, or being criticized.
 At work, you need to listen even to people with
whom you have major conflicts.
 Good listening is crucial when you are criticized,
especially by your boss.
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Unit Five
End of Module 17