managerial listening
TRANSCRIPT
Managerial ListeningManagerial Listening
““To Listen is an Effort, and Just to To Listen is an Effort, and Just to Hear is no Merit. A Duck Hears Also”Hear is no Merit. A Duck Hears Also”
““Speech is Difficult, Silence is Speech is Difficult, Silence is Impossible”Impossible”
Learning ObjectivesLearning Objectives
Identify situations where you listen ineffectively and explain the reasons for your lack of effectiveness
Identify the consequences of your ineffective listening
Follow the guidelines for informational listening
Analyze an argument or claim by evaluating the credibility of its proponent, the quality of its reasoning
Apply appropriate response styles in an emphatic listening context
What is ListeningWhat is Listening The word is derived fromThe word is derived from Two Anglo-Saxon words:Two Anglo-Saxon words: Hlysnan: hearingHlysnan: hearing Hlysonian: to listenHlysonian: to listen Difference between hearing and listeningDifference between hearing and listening Hearing is one of the five basic senses. Sound Hearing is one of the five basic senses. Sound
waves are transformed into audible impulses.waves are transformed into audible impulses.
Listening is to hear and to consider with Listening is to hear and to consider with thoughtful attention: a complex procedure thoughtful attention: a complex procedure involving interpretation and understandinginvolving interpretation and understanding
Three Stages of ListeningThree Stages of Listening
HearingHearing
AttentionAttention
Understanding: requires us to think about :Understanding: requires us to think about :
(a The Context of the message (b) The verbal and non-verbal clues (a The Context of the message (b) The verbal and non-verbal clues given by the sendergiven by the sender
Faulty Listening BehaviourFaulty Listening Behaviour Pseudo listeningPseudo listening
Selective listeningSelective listening
Defensive ListeningDefensive Listening
AmbushingAmbushing
Insulated listeningInsulated listening
Stage HoggingStage Hogging
Insensitive ListenersInsensitive Listeners
Reasons for Poor ListeningReasons for Poor Listening
EffortEffort Message OverloadMessage Overload Rapid ThoughtRapid Thought Psychological NoisePsychological Noise Physical NoisePhysical Noise Hearing ProblemsHearing Problems Faulty assumptionsFaulty assumptions Talking has more apparent Talking has more apparent
AdvantagesAdvantages Cultural DifferencesCultural Differences
Types of ListeningTypes of Listening
Content ListeningContent Listening
Critical ListeningCritical Listening
Empathic ListeningEmpathic Listening
Appropriate Response for Empathic Appropriate Response for Empathic ListeningListening
AdvisingAdvising
JudgingJudging
AnalyzingAnalyzing
PromptingPrompting
Supporting: praise, agreement, Supporting: praise, agreement, reassurance,diversion,acknowledgement,reassurance,diversion,acknowledgement,
Contd.Contd.
Content Listening :To understand and Content Listening :To understand and retain the speaker’s messageretain the speaker’s message
Critical Listening: To understand and Critical Listening: To understand and evaluate the meaning of the speaker’s evaluate the meaning of the speaker’s message on several levels: the logic of the message on several levels: the logic of the argument; the strength of the evidence, argument; the strength of the evidence, the validity of the conclusions; the the validity of the conclusions; the implications of the messages; omission of implications of the messages; omission of any important or relevant pointsany important or relevant points
Contd.Contd.
Empathic Listening: Empathic Listening:
To understand the speaker’s feelingsTo understand the speaker’s feelings
, needs, and wants so that one can, needs, and wants so that one can
appreciate his or her point of viewappreciate his or her point of view
,regardless of whether you share that ,regardless of whether you share that perspectiveperspective
Bad Listening HabitsBad Listening Habits
Do not argue or Judge prematurelyDo not argue or Judge prematurely Separate the message from the SpeakerSeparate the message from the Speaker Be opportunisticBe opportunistic ParaphraseParaphrase Evaluate the speaker’s credibilityEvaluate the speaker’s credibility Examine the speakers Evidence and Examine the speakers Evidence and
reasoningreasoning Separate facts, opinions and assumptionsSeparate facts, opinions and assumptions
Practical ListenerPractical Listener They listen to factualThey listen to factual information and information and then to test what then to test what they have learnedthey have learned by putting it toby putting it to practical use.practical use. A favourite question A favourite question would be: How does this work?would be: How does this work?
Analytical ListenersAnalytical Listeners
They are interested They are interested
in ideas expressedin ideas expressed
than the sender than the sender
of the message.of the message.
A favourite question A favourite question
would be: Whatwould be: What
Action ListenersAction Listeners
These people listen for hiddenThese people listen for hidden
messages. They like variety andmessages. They like variety and change. Their strength is in takingchange. Their strength is in taking
action and carrying out plans.action and carrying out plans.
A favourite questionA favourite question would be: if ?would be: if ?
Concept ListenersConcept Listeners
These Listeners are very interestedThese Listeners are very interested
in the message sender. in the message sender.
They are imaginative and innovativeThey are imaginative and innovative
and like to work in a co-operative and like to work in a co-operative
wayway
Fast FactsFast Facts
We listen at 125-250 wpm, think at 1000-We listen at 125-250 wpm, think at 1000-3000 wpm3000 wpm
75% of the time we are distracted, 75% of the time we are distracted, preoccupied or forgetfulpreoccupied or forgetful
20% of the time, we remember what we hear20% of the time, we remember what we hear
More than 35% of businesses think listening is More than 35% of businesses think listening is a top skill for successa top skill for success
Less than 2% of people have had formal Less than 2% of people have had formal education with listeningeducation with listening
Percentage Percentage ofof
CommunicCommunicationation
Mode of Mode of CommunicatiCommunicati
onon
Formal Formal YearsYears
of Trainingof Training
PercenPercentage of tage of Time Time UsedUsed
WritingWriting 12 years12 years 9%9%
ReadingReading 6-8 years6-8 years 16 %16 %
SpeakingSpeaking 1-2 years1-2 years 30%30%
ListeningListening 0-few hours0-few hours 45%45%
Why Be A Good Listener?Why Be A Good Listener?
… … Needs of the CustomerNeeds of the Customer
To be To be recognizedrecognized and and rememberedremembered To feel To feel valuedvalued To feel To feel appreciatedappreciated To feel To feel respectedrespected To feel To feel understoodunderstood To feel To feel comfortablecomfortable about a want or need about a want or need
Importance of ListeningImportance of Listening
Listening is the most powerful form of acknowledgment
…a way of saying, “You are important.”
Importance of Effective ListeningImportance of Effective Listening
Listening builds Listening builds stronger stronger relationshipsrelationships
…creates a …creates a desire to cooperate desire to cooperate
among people among people because they feel because they feel
accepted and accepted and acknowledged.acknowledged.
Importance of Effective ListeningImportance of Effective Listening
Listening promotes being heard
…”Seek first to understand, then be understood.” - Stephen Covey
Listening creates acceptance and openness
…conveys the message that “I am not judging you.”
Importance of Effective ListeningImportance of Effective Listening
Listening leads to learning
…openness ,encourages personal growth and learning
Listening reduces stress and tension
…minimizes confusion and misunderstanding, eliminating related stress and tension
Listening is CRITICAL in conflict resolution
…much conflict comes from the need to be heard. Successful resolution depends on being a non-anxious presence.
Barriers to ListeningBarriers to Listening Equate With HearingEquate With Hearing
Uninteresting TopicsUninteresting Topics
Speaker’s DeliverySpeaker’s Delivery
External DistractionsExternal Distractions
Mentally Preparing ResponseMentally Preparing Response
Barriers to ListeningBarriers to Listening
Listening for Facts
Personal Concerns
Personal Bias
Language/Culture Differences
Faking Attention
Bad Listening HabitsBad Listening Habits
Criticizing the subject or the speakerCriticizing the subject or the speaker Getting over-stimulatedGetting over-stimulated Listening only for factsListening only for facts Not taking notes OR outlining everythingNot taking notes OR outlining everything Tolerating or creating distractionTolerating or creating distraction Letting emotional words block messageLetting emotional words block message Wasting time difference between speed of Wasting time difference between speed of
speech and speed of thoughtspeech and speed of thought
When Are You Listening?When Are You Listening?
Non-Verbal EncouragersNon-Verbal Encouragers
Verbal EncouragersVerbal Encouragers
Active ListeningActive Listening
… … Allows you to make sure you hear Allows you to make sure you hear the words and understand the the words and understand the meaning behind the wordsmeaning behind the words
Goal:Goal: go beyond listening to go beyond listening to understandingunderstanding
Active Listening Requires…Active Listening Requires…
Definite Intent to ListenDefinite Intent to Listen Focus on the SpeakerFocus on the Speaker Verbal and Non-Verbal EncouragersVerbal and Non-Verbal Encouragers Feedback Loop to Insure AccuracyFeedback Loop to Insure Accuracy
Active Listening (4 Steps)Active Listening (4 Steps)
1.1. ListenListen
2.2. QuestionQuestion
3.3. Reflect-ParaphraseReflect-Paraphrase
4.4. AgreeAgree
Step 1: ListenStep 1: Listen
To Feelings As Well As WordsTo Feelings As Well As Words– Words – Emotions -- ImplicationsWords – Emotions -- Implications
Focus on SpeakerFocus on Speaker– Don’t plan, speak, or get distractedDon’t plan, speak, or get distracted
What Is Speaker Talking About?What Is Speaker Talking About?– Topic? Speaker? Listener? Others?Topic? Speaker? Listener? Others?
Look At SpeakerLook At Speaker Use Verbal & Non-Verbal Use Verbal & Non-Verbal
EncouragersEncouragers
Step 2: QuestionStep 2: Question
3 Purposes3 Purposes– Demonstrates you are listeningDemonstrates you are listening– Gather informationGather information– ClarificationClarification
Open-endedOpen-ended– Tell me more?Tell me more?– How did you feel?How did you feel?– Then what happened?Then what happened?
Step 3: Reflect-ParaphraseStep 3: Reflect-Paraphrase
Reflect What Is Said (In your words)Reflect What Is Said (In your words) Reflect FeelingsReflect Feelings ReframeReframe
– Capture the essence of the Capture the essence of the communicationcommunication
– Remove negative framingRemove negative framing– Move toward problem solvingMove toward problem solving
Step 4: AgreeStep 4: Agree
Get Speaker’s Consent to Your Get Speaker’s Consent to Your ReframingReframing
Speaker Has Been Heard and Knows Speaker Has Been Heard and Knows It!It!
Solution Is Near!Solution Is Near!