Listening Skills

Listening Skills
Listening Skills
Agenda
01 Difference between Listening & Hearing
02 Importance of Listening
03 Stages of Listening
04 Reasons for Poor Listening
05 Types of Non listening
06 Types of Listening
What is Listening ?
Someone rightly said, “Hearing is through ears, but listening is
through the mind.”
Listening is defined as a combination of hearing sound and giving
meaning to the message.
Listening goes beyond hearing sound waves to include psychological
involvement with the speaker and the message .
The Importance of Listening
Being a good listener is part of having good management and
good communication skills.
People spend about 70 percent of each day in communication,

more time in listening than in all other forms of communication
combined.
Stages of Listening
1. Receiving
2. Understanding
3. Remembering
4. Evaluating
5. Feedback
Stages Of Listening
1. Receiving:
is the intentional focus on hearing a speaker’s
message, which happens when we filter out other
sources so that we can isolate the message and
avoid the confusing mixture of incoming stimuli.
2. Understanding:
is the process of making sense of a
message.
Stages of Listening Contd.
3. Remembering:
If the listener is unable to remember what the speaker was
saying, chances are they were not effectively or actively
listening.
According to Harvard Business Review, we tend to
forget up to half of what we’ve heard within the first eight
hours of listening to it.
4. Evaluating: Judging the value of the message. People
are more likely to evaluate a message positively if the
speaker speaks clearly, presents ideas logically, and gives
reasons to support the points made
5. Responding or Giving feedback:
It consists of giving observable feedback to the speaker. You can
respond with the back channeling cues as well (for e.g: Yes, Okay,
right, really, wow!)
Reasons for poor Listening
• Lack of Effort
• Message overload
• Racing Thoughts
• Psychological noise
• Physical Noise
• Hearing problems
• Faulty assumptions
7 types of Non Listening:
Faulty Listening Behaviors
• Pseudo listening
• Selective listening
• Defensive Listening
• Ambushing
• Insulated listening
• Insensitive Listening
• Stage Hogging
Faulty Listening Behaviors Contd.
Faking Attention or Pseudo Listening:
People who give the appearance of being attentive, with smiles,
head-nods, minimal responses, etc., but behind this polite facade,
they are ignoring or not attending to the other person.
Such pretense may leave the speaker with the impression that the
listener has heard some important information or instructions
offered by the speaker when this is not really true.
Example:
https://www.youtube.com/watch?v=2HLkWn2OBFc
Faulty Listening Behaviors Contd.
• Faking Attention or Pseudo Listening:
Selective Listening:
People who listen only to parts of a message that interest them
and reject or ignore everything else. Selective listeners have their
own agenda of interesting and valuable topics and disregard or
are disinterested in others’ agendas.
Defensive Listening:
People who take innocent comments as personal attacks.
Defensive listening creates impressions of insecurity and a lack of
confidence.
Example: https://www.youtube.com/watch?v=_MUX-HyRgtQ
Ambushing:
People who listen very carefully. However, they do so to collect
information that can be used against the other person. These
people are constantly looking to ambush and trap the other
person in their own ideas and words, usually to prove or support a
strong personal belief of their own. Ambushing causes others to
be defensive.
Stage Hogging:
People who are only interested in expressing their own ideas, and
who don’t care about what others have to say on the subject.
Stage hogs do not listen to the other person, but give short
speeches.
If you dominate conversations, interrupt to take over, or constantly
change the subject to talk about you and your interests, you’re a
stage hog.
Example: https://www.youtube.com/watch?v=SQ7H6iTDD1g
Insensitive Listening:
To focus on facts, not feelings. They only hear factual elements others share and
ignore verbal or nonverbal expression of emotion. As a result, they’re usually totally
unconscious to what others are really trying to communicate and their responses show
it
Insulated Listening:
The opposite of selective listeners, insulated listeners are people who actively avoid or
ignore certain topics. When that topic arises in the conversation, they turn off.
Example: https://www.youtube.com/watch?v=0XXOUgqTHxQ
Types of Listening
Two researchers named Wolvin and Coakley have identified three types of listening.
These 3 types of listening are the most common in interpersonal communication:
• Informational Listening (Listening to Learn)

• Critical Listening (Listening to Evaluate and Analyze)
• Therapeutic or Empathetic Listening (Listening to
Understand Feeling and Emotion)
In reality you may have more than one goal for listening at any given time – for exam-
ple, you may be listening to learn whilst also attempting to be empathetic.
https://www.skillsyouneed.com/ips/listening-types.html
Informational Listening
An approach we take when we want to understand another
person. Whenever you listen to learn something, you are engaged
in informational listening.
The goal of informational listener is to make sure that he is

receiving the same thoughts the other person is trying to convey.
Increasing effectiveness as an Informational listener
• Don’t Ague or Judge Prematurely
• Separate the message from the Speaker
• Be Opportunistic
• Ask Questions
• Paraphrasing
• Take notes
Critical Listening
The Objective of critical listening is to judge the quality of a mes-
sage in order to decide whether to accept or reject it.
We are engaged in critical listening when the goal is to evaluate
or scrutinize what is being said.
CL is appropriate when some one is trying to

Persuade you to buy a product
To act in a certain way Or
To accept a belief.
Increasing effectiveness as a Critical Listener
• Evaluate the Speaker’s Credibility
• Question the Speaker’s competency in relevant area
• Check his or her Impartiality
• Examine the speaker’s Evidence his descriptions, statistics,
analogies
• Examine emotional appeals
• Examine the speaker’s Reasoning
Empathetic or Therapeutic Listening
Empathetic listening is trying to help someone cope with a
problem by seeing it from that person’s point of view and
giving support during the struggle for a solution.
Counsellors and therapists use therapeutic or empathic
listening to understand and ultimately help their clients.
This type of listening does not involve making judgments or
offering advice but gently encouraging the speaker to
explain and elaborate on their feelings and emotions.
Steps to Empathetic Listening
You need to assess your ability to listen.
You need to assess the immediacy of the problem.
You need to prepare yourself physically (no distractions) and psy-

chologically (nothing else on your mind) to listen.
You should listen for feelings without making judgments.

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Listening Skills

04 Reasons for Poor Listening

05 Types of Non listening

People spend about 70 percent of each day in communication,

• Informational Listening (Listening to Learn)

The goal of informational listener is to make sure that he is

CL is appropriate when some one is trying to

You need to assess the immediacy of the problem.

You need to prepare yourself physically (no distractions) and psy-

You should listen for feelings without making judgments.

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