“We were given two ears but only one

mouth,
Because listening is twice as hard as
talking”

Larry Alan Nadig

 What is listening?
RECEPTIVE SKILL
Involves making sense of the meaningful sounds of language
by using context and our knowledge of language and the
world.
Learners have to be able to understand the main idea of what
is said as well as specific details.
They also need to check any predictions they have made;
and understand the speaker’s meaning, emotions, and
opinions.
 What Listening Means
 A leader adjusts his/her listening style to give
the other person the kind of support & direction
needed

 Realizing that what is being said is only a part of

it - body language, the tone

 Listening takes time, two way interaction and

ability to translate
What’s the difference?
between. . . .

Hearing?
&

Listening?
HEARING is automatic. . . .

LISTENING is LEARNED.
 The Listening Process

Receiving Constructing Responding

Meaning
Consciously Nonverbally
paying Verbally
Assigning
attention and
clarifying
meaning
 THE THREE STAGES OF THE
LISTENING PROCESS
 Stage one - receiving: you take in the speakers message
through your senses, hearing and seeing.
 Stage two - processing: this activity takes place in your
mind and involves analyzing, evaluating, and
synthesizing. Great deal of concentration is needed.
“What does the speaker mean?”
 Stage three - responding: the speaker sees and hears
what the listener does. The speaker feels respected and
understood by the listener, connection is made and
productivity goes up.
Competence Model of
Listening

motivation skills

knowledge
Communication activities of college
students

Reading

Speaking Listening

Writing
Listening
Types

LEARN & EMPATHIZE &

COMPREHEND UNDERSTAND

EVALUATE &
CRITIQUE
 Why do we listen?
 To gain information.
 To get feed back.
 To participate in another’s story.
 To hear of their experiences and insights.
 To be in control (information is power)
 To broaden our horizons (to learn)
 To create a relationship.
 To respect and value others.
 Listening techniques that work

 Listen to body language and other non verbal

cues .
 Listen precisely- avoid paraphrasing the
message and seek instead to preserve and
record the speakers exact words. It ensures
accuracy, fosters civility, increases
vocabulary, enhances retention, provides
permanent records, focuses attention, helps
follow structure, clarifies direction, enhances
your professional stature.
 Repeat – let me repeat exactly what you said , this
will help us serve you better, you seem to have
said.
 Empathize- means identification with and
understanding of another’s situation. You don’t
judge, advise, or instruct but reflect
sympathetically. Focus on the feeling of the
speaker. e.g.. you seem so distressed, that must
have upset you.
 Clarify – clarification questions go beyond
repetition. They seek expansion of the message
heard. Please explain what does empowerment
mean? This term productivity needs explanation.
 Probe – for additional information. please give
me the details, what, who, where ,when.
 Listen Instructionally- responds to direct the
discussion while validating the comment. e.g.
thank you for raising the issue of
empowerment
 There is communication even in silence -
how to listen, when to listen.
 POSITIVE IMPACT OF POSITIVE LISTENING
Accentuate the positives
How do you feel when someone really listens to you?
Respected
Cared for
That you’ve gained rapport
Rewarded
Satisfied
Sense of achievement
Positive feelings:
Increased productivity
Stronger working relationship
Better quality of work
Greater customer satisfaction
Repeat business
Easier and better problem solving
Greater cooperation and team work
Less stress

Listening is a powerful means of communication

that can increase your effectiveness on the job.
 DO’S
 Do –concentrate on what the speaker is saying
 Maintain eye contact
 Smile and nod appropriately
 Concentrate on speakers main idea
 Don’t antagonize the speaker
 Leave your emotions behind
 React to ideas not to persons
 Avoid hasty judgments
 Ask questions
 Avoid jumping to conclusions
 Recognize your own prejudice
 Give accurate feedback
 Listen more talk less
 PITFALLS
 Appearance and delivery
 Separating ideas from facts
 Interrupting
 Pretending
 Distraction
 Switching off
 Doing something else
 Sarcasm
 Dishonesty
 REASONS WHY LEARNERS MAY FIND
LISTENING DIFFICULT

 Learners try to listen and understand word by word.

 Learners assume failure.
 Learners do not have idea of the listening context
 Learners are not conscious of features of connected
speech, word stress, or speed of speech.
 Learners are not aware of the listening strategies.
Pre - Listening While - Listening

STEPS FOR DEVELOPING

LISTENING LESSONS

Post - Listening
 Techniques for pre – listening
instructions.
-Contextualization.
PRE - LISTENING -Pre teach vocabulary. (Look
at pictures, etc.)
-Prediction. (What is
coming)
ACTIVATING -Discussion (Discuss the
PREVIOUS topic)
KNOWLEDGE -Guiding questions.
 WHILE - LISTENING

-Comparing.
-Obeying instructions.
-Filling in gaps.
PROCESSING -Detecting differences.
-Ticking of items.
INFORMATION -Information transfer.
-Sequencing.
-Matching.
 POST-LISTENING

-Answering to show
comprehension.
USE OF -Summarizing.
INFORMATION -Jigsaw listening.
-Writing follow up.
-Speaking as follow up.
"Instead of listening to what is being said to
them, many managers are already listening to
what they are going to say.”
Peter Drucker
 Remember

 The brain processes at 1,000 to 1,400 words

per second
 The mouth can speak at 125 to 140 words per
minute
 That leaves a lot of time for the mind to ……
wander
 To Listen
 Make sure you and who you are
communicating with are ready to interact
 Don’t assume anything
 Listening is not about lecturing, not about
dictating, not about winning your point
 Are you ready to receive
 Are you connecting to the person not just
words
 Effective Listening

 Make eye contact

 Interact with the speaker without interrupting
 Repeat back what you hear to the speaker to
confirm you heard him
 Limit distractions
 Connect to the key points
"Courage is what it takes to stand up and
speak;
Courage is also what it takes to sit down and
listen."

Winston Churchill