E-content edited by : Dr. Haroon Rasheed

E-content edited by : Dr. Haroon Rasheed

All -UG Semester II

PAPER 1

AECC-2 English/ MIL Communication

UNIT -3 Listening Skills Listening

Skills Listening is the ability to accurately receive and interpret messages in the

communication process.

Listening is key to all effective communication. Without the ability to listen

effectively, messages are easily misunderstood. As a result, communication

breaks down and the sender of the message can easily become frustrated or

irritated.

If there is one communication skill you should aim to master, then listening is it.

Listening is so important that many top employers provide listening skills training

for their employees. This is not surprising when you consider that good listening

skills can lead to better customer satisfaction, greater productivity with fewer

mistakes, and increased sharing of information that in turn can lead to more

creative and innovative work.

E-content edited by : Dr. Haroon Rasheed

Many successful leaders and entrepreneurs credit their success to effective listening

skills. Richard Branson frequently quotes listening as one of the main factors

behind the success of Virgin.

Effective listening is a skill that underpins all positive human

relationships.

Spend some time thinking about and developing your listening skills –

they are the building blocks of success.

Good listening skills also have benefits in our personal lives, including:

A greater number of friends and social networks, improved self-esteem and

confidence, higher grades at school and in academic work, and even better health

and general well-being.

Studies have shown that, whereas speaking raises blood pressure, attentive

listening can bring it down.

Listening is Not the Same as Hearing

Hearing refers to the sounds that enter your ears. It is a physical process that,

provided you do not have any hearing problems, happens automatically.

Listening, however, requires more than that: it requires focus and concentrated

effort, both mental and sometimes physical as well.

Listening means paying attention not only to the story, but how it is told, the use

of language and voice, and how the other person uses his or her body. In other

words, it means being aware of both verbal and non-verbal messages. Your ability

to listen effectively depends on the degree to which you perceive and understand

these messages.

Listening is not a passive process. In fact, the listener can, and should, be at least

as engaged in the process as the speaker. The phrase ‘active listening’ is used to

describe this process of being fully involved.

E-content edited by : Dr. Haroon Rasheed

We Spend a lot of Time Listening

Adults spend an average of 70% of their time engaged in some sort of

communication.

Of this, research shows that an average of 45% is spent listening

compared to 30% speaking, 16% reading and 9% writing. (Adler, R. et al.

2001). That is, by any standards, a lot of time listening. It is worthwhile,

therefore, taking a bit of extra time to ensure that you listen effectively.

Based on the research of: Adler, R., Rosenfeld, L. and Proctor, R. (2001) Interplay: the process of interpersonal communicating (8th edn), Fort Worth, TX: Harcourt .

E-content edited by : Dr. Haroon Rasheed

The Purpose of Listening

There is no doubt that effective listening is an extremely important life

skill. Why is listening so important?

Listening serves a number of possible purposes, and the purposeof

listening will depend on the situation and the nature of the

communication.

• To specifically focus on the messages being communicated, avoiding

distractions and preconceptions.

• To gain a full and accurate understanding into the speakers point of view

and ideas.

• To critically assess what is being said. (See our page on Critical Thinking for

more).

• To observe the non-verbal signals accompanying what is being said to

enhance understanding.

• To show interest, concern and concentration.

• To encourage the speaker to communicate fully, openly and honestly.

• To develop an selflessness approach, putting the speaker first.

• To arrive at a shared and agreed understanding and acceptance of both

sides views.

• Often our main concern while listening is to formulate ways to respond. This

is not a function of listening. We should try to focus fully on what is being

said and how it's being said in order to more fully understand the speaker.

Effective listening requires concentration and the use of your other

senses - not just hearing the words spoken.

Listening is not the same as hearing and in order to listen effectively

you need to use more than just your ears.

E-content edited by : Dr. Haroon Rasheed

Barriers to Effective Listening

To improve the process of effective listening, it can be helpful to turn the

problem on its head and look at barriers to effective listening, or

ineffective listening.

For example, one common problem is that instead of listening closely to

what someone is saying, we often get distracted after a sentence or

two and instead start to think about what we are going to say in reply

or think about unrelated things. This means that we do not fully listen

to the rest of the speaker’s message.

This problem is attributed, in part, to the difference between average

speech rate and average processing rate. Average speech rates are

between 125 and 175 words a minute whereas we can process on

average between 400 and 800 words a minute. It is a common habit for

the listener to use the spare time while listening to daydream or think

about other things, rather than focusing on what the speaker is saying.

Of course the clarity of what the speaker is saying can also affect how

well we listen. Generally we find it easier to focus if the speaker is

fluent in their speech, has a familiar accent, and speaks at an

appropriate loudness for the situation. It is more difficult, for example,

to focus on somebody who is speaking very fast and very quietly,

especially if they are conveying complex information.

We may also get distracted by the speaker’s personal appearance or by what

someone else is saying, which sounds more interesting.

These issues not only affect you, but you are likely to show your lack of

attention in your body language.

E-content edited by : Dr. Haroon Rasheed

Generally, we find it much harder to control our body language, and

you are likely to show your distraction and/or lack of interest by lack of

eye contact, or posture. The speaker will detect the problem, and

probably stop talking at best. At worse, they may be very offended or

upset.

E-content edited by : Dr. Haroon Rasheed

Types of listening

Here are six types of listening, starting with basic discrimination of sounds and ending in deep

communication.

Discriminative listening Discriminative listening is the most basic type of listening, whereby the difference between

difference sounds is identified. If you cannot hear differences, then you cannot make sense of

the meaning that is expressed by such differences.

We learn to discriminate between sounds within our own language early, and later are unable

to discriminate between the phonemes of other languages. This is one reason why a person

from one country finds it difficult to speak another language perfectly, as they are unable

distinguish the subtle sounds that are required in that language.

Likewise, a person who cannot hear the subtleties of emotional variation in another person's

voice will be less likely to be able to discern the emotions the other person is experiencing.

Listening is a visual as well as auditory act, as we communicate much through body language.

We thus also need to be able to discriminate between muscle and skeletal movements that

signify different meanings.

Comprehension listening The next step beyond discriminating between different sound and sights is to make sense of

them. To comprehend the meaning requires first having a lexicon of words at our fingertips

and also all rules of grammar and syntax by which we can understand what others are saying.

The same is true, of course, for the visual components of communication, and an

understanding of body language helps us understand what the other person is really meaning.

In communication, some words are more important and some less so, and comprehension often

benefits from extraction of key facts and items from a long spiel.

Comprehension listening is also known as content listening, informative listening and full

listening.

Critical listening Critical listening is listening in order to evaluate and judge, forming opinion about what is

being said. Judgment includes assessing strengths and weaknesses, agreement and approval.

E-content edited by : Dr. Haroon Rasheed

This form of listening requires significant real-time cognitive effort as the listener analyzes what

is being said, relating it to existing knowledge and rules, whilst simultaneously listening to the

ongoing words from the speaker. Biased listening Biased listening happens when the person hears only what they want to hear, typically

misinterpreting what the other person says based on the stereotypes and other biases that they

have. Such biased listening is often very evaluative in nature.

Evaluative listening In evaluative listening, or critical listening, we make judgments about what the other person is

saying. We seek to assess the truth of what is being said. We also judge what they say against

our values, assessing them as good or bad, worthy or unworthy.

Evaluative listening is particularly pertinent when the other person is trying to persuade us,

perhaps to change our behavior and maybe even to change our beliefs. Within this, we also

discriminate between subtleties of language and comprehend the inner meaning of what is said.

Typically also we weigh up the pros and cons of an argument, determining whether it makes

sense logically as well as whether it is helpful to us.

Evaluative listening is also called critical, judgmental or interpretive listening.

Appreciative listening In appreciative listening, we seek certain information which will appreciate, for example that

which helps meet our needs and goals. We use appreciative listening when we are listening to

good music, poetry or maybe even the stirring words of a great leader.

Sympathetic listening In sympathetic listening we care about the other person and show this concern in the way we

pay close attention and express our sorrow for their ills and happiness at their joys.

Empathetic listening When we listen empathetically, we go beyond sympathy to seek a truer understand how others

are feeling. This requires excellent discrimination and close attention to the nuances of

emotional signals. When we are being truly empathetic, we actually feel what they are feeling.

In order to get others to expose these deep parts of themselves to us, we also need to

demonstrate our empathy in our demeanor towards them, asking sensitively and in a way that

encourages self-disclosure.

E-content edited by : Dr. Haroon Rasheed

Therapeutic listening In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but

also to use this deep connection in order to help the speaker understand, change or develop in

some way.

This not only happens when you go to see a therapist but also in many social situations, where

friends and family seek to both diagnose problems from listening and also to help the speaker

cure themselves, perhaps by some cathartic process. This also happens in work situations, where

managers, HR people, trainers and coaches seek to help employees learn and develop.

Dialogic listening The word 'dialogue' stems from the Greek words 'dia', meaning 'through' and 'logos' meaning

'words'. Thus dialogic listening mean learning through conversation and an engaged

interchange of ideas and information in which we actively seek to learn more about the person

and how they think.

Dialogic listening is sometimes known as 'relational listening'.

Relationship listening Sometimes the most important factor in listening is in order to develop or sustain a

relationship. This is why lovers talk for hours and attend closely to what each other has to say

when the same words from someone else would seem to be rather boring.

Relationship listening is also important in areas such as negotiation and sales, where it is

helpful if the other person likes you and trusts you.

Characteristics of listening skills :

Good listening skills are essential if you want to maintain successful

professional and personal interactions. If you don't listen well, chances are

you've experienced some disappointment and frustration in your

relationships. Excellent listening means more than simply hearing what's

been said. It means paying attention and fully understanding the speaker's

point of view. Knowing the characteristics of good listening skills and

practicing them can help you improve how you communicate.

Reasons to Listen

People listen to get information for work, learning or entertainment. But, surprisingly, most don't listen well. Scott Williams of Wright University, suggests that people only

E-content edited by : Dr. Haroon Rasheed

listen to about 25 percent of what they hear. Listening attentively can help you understand people, motivate them and build trust. James Manktelow, CEO of Mindtools, suggests that good listeners build stronger relationships with those around them because speakers appreciate knowing they successfully transmitted their message. It's beneficial to develop a reputation as a good listener because professionally and privately people will gravitate towards you, sharing confidences and seeking your advice.

How to Listen Effectively

The most basic listening skill is paying attention. This means maintaining focus on what the speaker is saying as well as how it is said. Don't get distracted by other things and don't allow interruptions. For example, when you reply to a text message, you can't pay full attention to the speaker. Keep your eyes and your mind focused on the speaker. Sitting up straight or changing your position can help keep your mind from wandering. Think about what the speaking is saying and why she's saying it. Don't begin formulating a response until you're sure you've fully grasped the intended message.

Show You're Listening

Good listeners make the speaker aware they are listening. Turn toward the speaker, maintain eye contact, smile and nod to indicate your engagement. Don't interrupt, even if it's to add a supportive comment or ask a question, unless the speaker pauses. If you do ask a question or make a comment, don't shift to a new topic, warns Dianne Schilling, in her article, "10 Steps To Effective Listening," on the "Forbes" magazine website. For example, if your spouse is describing the failure of a big business deal she

experienced, don't start sharing details about your frustration at work.

Giving Positive Feedback

The best way to connect with the speaker is to demonstrate you heard and understood the message by giving good feedback. Show you understood, not only the message, but what the speaker was feeling. Observing the speaker's nonverbal cues helps. For example, crossing the arms, frowning and raising the voice usually indicate anger. Try reframing what was said. For example, saying, "I know you were disappointed that I arrived so late and you worried about me," shows you were listening and empathize with the speaker's feelings

How to improve our listening Skills :

1. Demonstrate Your Listening Skills By Paraphrasing

E-content edited by : Dr. Haroon Rasheed

Paraphrasing and summarizing are both fantastic communication skills that help

you to make sense of a speaker’s points and also allow you to demonstrate that

you are listening closely.

For example, if your colleague talks for five minutes about her current difficulties

on your shared project, you might try saying something like “So, you’re feeling

very frustrated that your feedback isn’t being taken into account, and you’re

hoping to organize our team in a way that facilitates more frank discussion”.

Although this sounds like a simple listening technique, it can really show that you

“get” the other person. It can also go a long way toward preventing

misunderstands and misattributions.

2. Make Consistent Eye Contact

Learning how to listen isn’t just about what you say to others. Body language also

has a major role to play.

Although it’s off-putting if you stare at your interlocutor and refuse to blink until

they’ve stopped speaking, it is important to hold their gaze at least most of the

time. It is an encouraging way to communicate interest, understanding, and focus.

Be sure to tailor your eye contact to the needs of others, too. If you’re dealing with

someone anxious, cut back on direct stares and focus on other active listening

skills that are less confronting to shy people.

3. Adopt An Open Posture

Another tool in your attentive listening skill set involves paying close attention to

the way you’re standing or sitting.

For example, it’s common knowledge that folding your arms, tapping your feet or

pursuing your lips are all ways of showing displeasure, impatience or disinterest.

E-content edited by : Dr. Haroon Rasheed

In contrast, effective listening can be communicated by a soft, open posture. Keep

your body loose, and consider learning forward to demonstrate that you’re eagerly

taking in information.

4. Ask Open Questions

Closed questions are one that can be answered with a simple “yes” or “no”, while

open questions are designed to promote longer, more thoughtful responses.

When you ask closed questions it can seem like you just want to get specific

information from the other person. Or, that you only have limited time for them.

On the other hand, open questions show your desire to engage in a proper

discussion and your interest in getting into the speaker’s mindset.

5. Remember Past Details

Take any opportunity you can to add a comment that proves you have listened and

remembered something from a past conversation. This makes people feel valued

and proves that you really do pay attention.

For example, even something small like remembering that someone doesn’t like a

particular type of coffee or that they’ve once visited a specific country can help to

cement a mutual bond.

6. Show You’re A Good Listener By Nodding

As with eye contact, nodding and smiling can be easily overlooked when you’re

thinking about how to improve listening skills, as you might just take it for granted

that you do this when you’re talking.

However, if you monitor your body language, you might realize you nod and smile

a lot less often than you assume. This is the best way to show you agree and want

to hear more, as it doesn’t require interrupting in any way.

E-content edited by : Dr. Haroon Rasheed

7. Communicate Active Listening With Mirroring

Further to the above tips on body language, it can be useful to mirror the posture

of the person you’re speaking to.

While this can be obvious if taken to extremes, it is an excellent interpersonal skill

that works at a subconscious level to convince your conversation partner that you

are empathizing with them.

Try small mirroring tricks, such as crossing your legs in the same direction as the

other person or folding your hands in the same way.

8. Listen To Understand

Finally, it’s vital that you not only act like you’re listening to the other person but

that you also bring an authentic desire to listen to your conversations. Many

people are just waiting to interject, change the subject to themselves or air their

views, and this is obvious to others (even when the speaker thinks it isn’t).

If you go into every interaction with curiosity and genuine interest in others, this

will come across in the way your presence feels to the other person. Academic

Listening

Academic Listening involves the reception and understanding of spoken material with an educational purpose. This

area has many forms, including academic lectures, debates and seminar conversations, and regularly utilizes a high

level of language structure and vocabulary. For this reason, many students are easily able to digest informal

conversations, but struggle when an academic filter is connected. Universidad del Rosario’s ASK Repository will

provide assistance in this vital area of language learning by giving strategies and tips regarding such topics as note

taking, understanding new vocabulary, prediction, and pre-lecture strategies in order to bolster confidence for

students at all levels. Subcategories of the section on academic listening include the following:

Subcategory Content

E-content edited by : Dr. Haroon Rasheed

Note-taking Tips and Practice

How to take effective notes while listening, Listening for and understanding new vocabulary, Listening to a complex description

Noticing Attitude and Opinion

Listening to understand more difficult language, Practicing listening skills for lectures

Lecture Orientation

Listening for theme words

and examples, Prediction

skills for listening, Using clues

to understand lectures,

Listening closely to

presentations, Listening for

signposting language,

Focusing on the language in a lecture

Lecture participation

Asking questions, Pre-lecture preparation, Post lecture preparation, Formalizing notes, Understanding synopsis’