Download Effective Listening

Listening and
Other Communication Issues at
Work
The changing World of work
The world of work is changing dramatically
 The kind of work you will do, the tools you will
utilise, the people with whom you will interact, the
environment in which you will work are all
undergoing a pronounced transformation
 Many of the changes in this dynamic workplace
revolve around processing and communication
information
 As a result, the most successful players will be those
with highly developed communication skills
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Examples of Communication Technologies
IP telephony
 Electronic presentation
 Company intranets
 Wifi – wireless network
 Voice conferencing
 Web conferencing/
teleconferencing/videoconferencing
 One-number dialing
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Listening Skills at Work
An important part of the communication
process is listening
 By all accounts, not all of us are good listeners
 Honest self questions
 Do you ever pretend to be listening when you
are not?
 Do you ever pretend to be attentive in class
when your mind is wandering far away?
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Listening Skills at Work
Researchers suggest that we listen at only 25%
efficiency
 Such poor listening habit is costly in business.
Eg letters must be re-written, shipment
reshipped, appointments rescheduled, contract
re-negotiated etc
 To improve listening skills, we must learn to
recognise the barriers that prevent effective
listening
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Barriers to Effective Listening
Barriers and noise indeed interfere in the
communication process
 Physical barriers :
 You cannot listen if you cannot hear what is
being said. Physical impediments include
hearing disabilities or noisy surrounding or
poor acoustic. It is also difficult to listen when
one is ill, tired, uncomfortable or worried
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Barriers to Effective Listening
Psychological Barriers:
 Everyone brings to the communication
process a different set of cultural, personal
and ethical values. Each of us has an idea of
what is right and what is important. If other
idea runs opposite to our pre-conceived
thought, we tend to tune out the speaker and
fail to hear
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Barriers to Effective Listening
Language Problem:
 Unfamiliar word can destroy the
communication process because they lack
meaning to the receiver. Emotion-laden word
can also alter the meaning of a conversation.
Eg if the mention of words such as abortion,
aids, rape, murder, drug has an emotional
impact, a listener may be completely
distracted to listen the words that follow
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Barriers to Effective Listening
Non-verbal distractions:
 Many of us find it hard to listen if a
speaker is different in what we view as
normal. Eg unusual clothing, revealing
clothe, speech mannerism, radical
hairstyle can cause enough distraction to
prevent from hearing what the speaker
has to say.
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Barriers to Effective Listening
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Thought Speed:
Because we can process thoughts three times faster than
speakers can say them, we get bored and allow our mind to
wander.
Faking attention:
Many people pretend to give attention and this seriously
threaten effective listening
Grandstanding:
Due to our experiences and thoughts, many listeners are so
excited about their knowledge that they do not listen
carefully as they are in search of the next pause from the
speaker to be able grab the limelight in conversation and start
speaking
Tips for Active Listening
You can reverse the harmless effects of
poor habits by making a conscious effort
to become an active listener.
 You cannot sit back and hear whatever a
lazy mind happens to receive
 Therefore the following techniques might
be useful in making yourself an active
listener
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Tips for Active Listening
Stop talking:
 The first step to become a good listener is to stop
talking. Let others explain their views. Learn to
concentrate on what the speaker is saying NOT on
what your next comment will be.
 Control your surroundings:
 Whenevr possible, remove competing sounds. Close
windows, doors, turn off TVs, unplug iPod an dmove
away from loud people, noisy surrounding. Choose a
quite time and space for listening
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Tips for Active Listening
Establish a reception mind-set:
 Expect to learn something ny listening. Strive for a
positive and receptive frame of mind. If the message
is complex, think of it as a mental gymnastics. It is
hard work but good exercise to expand the limit of
the mind
 Keep an open mind:
 We all sift and filter information though our own
biases and values. For improved listening, discipline
yourself to listen objectively. Be fair to the speaker.
Hear what is really being said, not what you want to
hear.
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Tips for Active Listening
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Listen for main points:
Heighten your concentration by looking into the
central theme of the speaker
Capitalise on lag time:
Make use of the quickness of your mind by reviewing
the speakers’ point. Anticipate the future theme.
Don’t daydream, but critically ponder over the
themes
Listen between the lines:
Focus both on what is spoken and what is unspoken.
Listen for feeling as well as for facts
Tips for Active Listening
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Judge ideas not appearance:
Concentrate on the content of the message, not on
the one who is delivering. Avoid being distracted by
speaker’s look, voice or mannerism
Take selective note:
Note-taking may help to record important facts that
must be recalled later
Provide feedback:
Let the speaker know you are listening. Nod your
head and maintain eye contact. Ask relevant question
at appropriate times.
Improving your Non-verbal Communication
Skills
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How Eyes, Face and Body Send Silent Messages:
Understanding messages often involves more than
mere listening to spoken word
Non-verbal cues can speak louder than words
These cues include eye contact, facial expression,
body movement, space, time, territory and
appearance
All these affect how a message is decoded and
interpreted by the receiver
How Eyes, Face and Body Send Silent Messages:
Non-verbal cues are unwritten and unspoken messages and
these silent signals have strong effect on receivers
 Eg does a downward glance indicate modesty, or fatigue?
 Does a constant stare reflect coldness or carelessness or
dullness?
 Do cross-arms mean defensiveness or withdrawal or that the
person is shivering?
 Messages are harder to decipher when the verbal codes and
cues do not agree
 Eg what you would say of X says he is not angry, but he slams
the door when he leaves; What if A says meal is excellent, but
she throws it away
 The non-verbal speaks more loudly than the verbal here
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How Eyes, Face and Body Send Silent Messages
Successful communicators recognise the power if
nonverbal message.
 Eye contact:
 The eyes are called the windows to the soul. Even if
they don’t reveal the soul, the eyes are the best
predictor of a speakers’ true feeling. Sustained eye
contact suggest trust and confidence; brief eye
contact suggest fear, stress and lack of confidence
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How Eyes, Face and Body Send Silent
Messages
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Facial Expression:
A person’s face is as revealing as the eyes, Eg Raising or
lowering eyebrows, swallowing nervously, smiling broadly etc
can add to or replace verbal message
Posture and Gesture:
This can reveal from high status to submissiveness and
shyness.Leaning towards speaker suggests attraction and
interest, pulling away denotes fear, distrust, anxiety or disgust.
Similarly, gestures can communicate thoughts. Eg in US,
forming the thumb and forefinger in a circle means ok, but in
Germany, the OK sign is obscene
How Time, Space and Territory Send Silent Message
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In addition to non verbal cues, three external elements also affect the
communication process:
Time:
How we structure and use time tells observers about our attitude and
concern towards the receivers
Space:
How we order the space around us tells something about ourselves and
our objectives. Whether a space is a bedroom, an office, a department,
people reveal themselves in the design and grouping of their furniture.
Generally the more formal the space the more formal the communication.
Four space zones have been revealed by researchers:
Intimate zone – 1 to 11/2 feet
Personal zone- 11/2 to 4 feet
Social zone – 4 to 12 feet
Public zone – 12 or more feet
How Appearance Sends Silent Message
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The physical appearance of a business document as well as personal
appearance of an individual transmits immediate important nonverbal
message
The way a letter, a memo and a report looks can have either positive and
negative effect on the receiver
Sloppy e-mail sends a message that you are in a hurry or that the receiver
is not important enough for you to care. Letters and reports can
communicate something better if neat, professional, well organised and
attractive
Personal Appearance:
Your clothing, grooming, posture telegraphs an instant non verbal message
about you
Viewers can make quick judgement about your status, your personality,
credibility or potential based on what they see
Improving the Non-Verbal Skills
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Establish and maintain eye contact
Use right posture to show interest
Probe for more information
Associate with people from diverse culture
Appreciate the power of appearance
Observe yourself in video tape – ensure that your verbal and
non vernal messages are in sync by evaluating yourself making
a presentation
Enlist friends and families to judge – ask them to monitor
your conscious and unconscious body movement and
gestures to help you become effective communicator
THE LEVELS OF COMMUNICATION PROCESS
 Levels of communication process refer to the level of
complexity on which communication occurs, mainly in terms
of number of people involved.
 Channels used, message structures and opportunity for
feedback vary according to the number of people involved,
the degree of formality, the setting, the goals pursued.
Intrapersonal Level
 Intrapersonal communication occurs within a single person.
 It is an internal process of ‘self-communication’ and
processing of information within one’s brain.
 This level of communication involves the encoding and
formulating of a message and the thinking process. Before
communicating with others, intrapersonal communication is
vital. Examples are thought processes, diary entries, and notes
to oneself that help personal reflection and organisation.
THE LEVELS OF COMMUNICATION PROCESS
The intrapersonal level refers to the processing of
information on an
 individual basis (for instance, attention, perception,
comprehension, recall and learning).The possible effects are on
knowledge, opinion and attitude.
 Intrapersonal communication also integrates things that make
up our self, our feelings and the way we perceive our
individual selves.
 The individual here is the sender and the receiver. Messages
circulate inside our brain with instant feedback.
 In fact, we can say that individuals hold private conversations
within their own mind.
 The content of the messages may be positive (selfcongratulation) or negative (remorse).
 The outcome of intrapersonal communication may, as well,
have an impact on interaction with others.
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THE LEVELS OF COMMUNICATION PROCESS
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The Interpersonal Level
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Interpersonal communication refers to communication
occurring between and amongst persons.
It is often one-to-one but it may include more than two persons.
Interpersonal communication is characterised by immediate
feedback. I
t is often based on some shared feature of daily life: something
we have in common such as our environment, interests, needs,
activities, beliefs.
Communication between and communication within a happy
couple are examples of interpersonal communication on a very
intimate basis.
Some people are endowed with very good interpersonal skills,
meaning that they can easily interact with other people.
Good interpersonal skills require a high level of self-awareness.
Understanding your personal style of communicating will help
you create and maintain good relations with
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Communication Style
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There are three basic communication styles:
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1. Aggressive
Style: The communicator constantly
interrupts, exaggerates, blames, makes demands or uses
sarcasm. Voice volume can be very high and thus difficult to
bear for the counterparts. Other people's feelings are not
rated very high with the aggressive person.
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2. Passive Style: The person is constantly hesitating or
apologising and usually says nothing or easily gives in. Often,
the person avoids eye contact and speaks in a shy or timid
voice, or mumbles.
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3. Assertive Style: The individual speaks clearly and firmly,
using "I" statements, and shows respect for self and for others.
He or she uses an upright body posture and a pleasant, firm
voice for communicating with others.
Communication Style
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The assertive style is the one to strive for. However,
very few people are all one or another style. In fact, the
aggressive style is vital in some cases, for example,
during emergencies (for rapid decision-making).
Passiveness can also help, for example, when an issue is
minor or when there are highly emotional situations
demanding that we stay calm and take the time to
regain perspective.
Activity:
Identify your interpersonal styles with the help of the
checklist on the following page. Be
Be honest with yourself!
CHECKLIST OF COMMUNICATION STYLES
1. Mottos and Beliefs
 􀁘 I have rights and so do others." Believes self and others are valuable.
 􀁘 "Don't make waves" and "Don't disagree"
 􀁘 "I'm always right and others are just fools.“
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2. Communication Style
 􀁘 Interrupts and monopolises attention, poor listener.
 􀁘 Active listener, expresses self directly, honestly and checks on others feelings.
 􀁘 Indirect, always seems to agree, doesn't speak up.
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3. Characteristics
􀁘 Apologetic, self-conscious, doesn't express own feelings, allows others to make
decisions for self.
􀁘 Domineering, bullying and patronizing.
􀁘 Confident, trusts self and others, non-judgmental, sense of humour.
4. Behaviour
 􀁘 Bossy and puts others down - know-it-all attitude.
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CHECKLIST OF COMMUNICATION STYLES
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􀁘 Consistent, fair, just, operates from choice.
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5. Non-verbal Cues
􀁘 Direct eye contact, open and natural gestures, varied rate of speech, interested
facial expression.
􀁘 Critical, loud, yelling tone of voice with fast, clipped speech.
􀁘 Nods head often as if pleading, downcast eyes, low voice volume, rapid pace
when anxious; slow and hesitant when doubtful.
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6.Verbal Cues
 􀁘 "What are my options?" "What alternatives do we have?"
 􀁘 "You must (should, ought better)."
 􀁘 "I can't..." "You have more experience than I do.“
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7. Confrontation and Problem-Solving
 􀁘 Operates from win/lose position, Must win arguments.
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CHECKLIST OF COMMUNICATION STYLES
Confrontation and Problem-Solving
 􀁘 Operates from win/lose position, Must win arguments.
 􀁘 Sullen, withdrawn and silent, agrees externally, while disagreeing internally.
 􀁘 Negotiates and compromises.
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8. Feelings Felt
 􀁘 Enthusiasm, even tempered, sense of well-being.
 􀁘 Anger, hostility and frustration.
 􀁘 Powerlessness, wonders why doesn't receive credit for good work.
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9. Effects
 􀁘 Forces compliance with resentment and provokes alienation from others or
counter-aggression.
 􀁘 Others know where they stand, increased self-esteem and self-confidence.
 􀁘 Slowly loses self-esteem and builds dependency relationships.
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Intragroup and Intergroup Levels
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Intragroup level refers to communication occurring amongst members of a
group of persons. Inside a group, there may be various flows of
communication on a 'one-to-one’ basis or 'one-to-many' basis, depending
on the size of the group and on the implicit rules that are followed.
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Within a small-group communication uses the same channels as for
interpersonal communication are used with almost immediate feedback.
However, as there may be multiple receivers, messages need to be more
structured, especially when specific goals are targeted. Settings also tend
to be more formal.
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Intragroup communication occurs within family circles, clubs and
associations. Facilitating factors for fruitful interaction are: similar
backgrounds, similar levels of skill in writing / speaking / reading.
Intergroup communication refers to communication amongst different
groups, i.e. when a group communicates with another one. For example, an
association writes to another one to ask for their collaboration as a
charity initiative.
Institutional Level
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Institutional or organisational communication refers to
the sets of communication flows occurring within an
organisation or institution (including firms, non-profit
organisations and governmental bodies).
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Formal vs. Informal communication
In the internal communication flow of organisations and firms,
there are at least two types of communication:
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Formal communication
This communication follows the lines of the firm's chart. The
communication flows downwards (from managers to
subordinates) and seldom upwards (from employees to
employers).
Institutional Level
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Informal communication
Informal communication entails no written documents.
However rigid the structure, there will always be an informal
network of information and communication inside an
organisation.
The main characteristic of informal communication is that
there are no traces for record; the communication somehow
has no permanent character, except in the minds of people.
In fact, the more rigid an organisation is, the more chances
there are that informal communication will develop with the
rapid circulation of rumour and hearsay.
This type of communication is essentially horizontal as
compared to the vertical flow of communication imposed by
hierarchical status.
Public Communication
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Public communication refers to very formal communication, usually on a
'one-to-many’ basis.
It may be face-to-face (e.g. a public talk in a specific location) or
transmitted through a mass medium (e.g. a minister's speech covered by
the television news bulletin).
This type of communication usually entails a highly structured message in a
formal setting.
There is limited opportunity for feedback as audiences are bigger and
individuals become anonymous listeners / viewers / readers.
Delivery also tends to be very formal (e.g. louder voice for oral
communication).
However, the communicator may sometimes decide to change the above
parameters for public communication.
For instance, a public speaker in a room may encourage listeners to
become more active in order to obtain immediate feedback and inject
more dynamism in the interaction.
In this case, the communicator needs to have the following qualities: good
coordination skills, excellent ability to manage crowds, capacity to process
Mass Communication
The expression Mass Communication was coined
around the 1930's. ‘Mass’ denotes great volume,
range or extent.
 Here, the mass refers to large numbers that are
scattered (geographically), anonymous (unknown to
one another and to the communicator) and
heterogeneous (variety of persons).
 Mass communication therefore differs very much
from the interpersonal level of communication in
that it occurs at national or societal level.
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Mass Communication
"Mass communications comprise the institutions and
techniques by which specialised groups employ
technological devices (press, radio, films, etc.) to
disseminate symbolic content to large,
heterogeneous and widely dispersed audiences”
(Janowitz, 1968)
 The ‘technological devices’ referred to here are
commonly known as mass media and they comprise
the press, television, radio, billboards, cinema and
increasingly the Internet.
 Those media nowadays form part of all industrialised
and developing societies
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Activity
Under what category of level of communication would you
place the following examples of communication?
 i. The Prime Minister’s address to the nation on television on
the occasion of Independence and Republic Day.
 ii. A telephone conversation between two close friends.
 iii. A letter sent by the Financial Manager of a company asking
employees to reduce wastage of stationery.
 iv. The mental notes a student makes to the following week’s
revision schedule.
 v. A commercial firm’s advertising spot on radio.
 vi. A brainstorming session between five students who form
part of a team for a project competition.
 vii. The conversations two colleagues have during lunch
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