You work for Jason P.

Mc Donald, a middle aged, welleducated man who owns two card/gift shops, a security
company, three fast-food restaurants, and a flower
shop/garden center. Jason is creative and highly motivated.
He credits his success, in part, to his ability to listen
effectively. He wants his employees to share his view of
how important it is to listen and plans to display
attractively designed, framed quotes about listening in the
work areas of his various businesses. Hes asked you to
select two quotes.
Now select the two quotes you want to recommend and
why. Be sure you consider the diversity of Jasons
businesses as you make your selections.

Try to listen carefully that you might not have to speak.

Quaker saying
History repeats itself because no one listens the first time.
Anonymous
Its my job to listen and yours to listen, but please, let me
know if you finish before I do. Anonymous
A good listener truly wants to know the speaker. John
Powell
If speaking is silver, then listening is gold. Turkish
proverb
Easy listening exists only on the radio. David Barkan
Be a good listener. Your ears will never get you in trouble.
Frank Tyger

Instead of listening to what is being said to them, many

managers are already listening to what they are going to
say. Anonymous
It is the province of knowledge to speak, and it is the
privilege of wisdom to listen. Oliver
Opportunities are often missed because we are
broadcasting when we should be listening. Author
Unknown
Listening is the single skill that makes the difference
between a mediocre and a great company. Lee Lacoccca
Courage is what it takes to stand up and speak; courage is
also what it takes to sit down and listen. Winston
Chruchill

LISTENING SKILLS

Closing the mouth

and
opening the ears
facilitates effective
communication

Why listen?

Seek first to understand, then to be

understood. Stephen Covey

The need to listen to the other person

before we can expect them to listen to us.

Effective listening implies that the listener

understands what the speaker means.
The difference between hearing and listening
can be stated this way:
Hearing is the reception of sound, while listening
is the attachment of meaning to the sound.
Hearing is passive, but listening is active.

LISTENING SKILLS

Listening is an active process.

Listening is purposeful hearing.

The act of hearing attentively.

Attending to or alert for sound.

TYPES OF LISTENING

Ignoring

Selective Listening

Attentive Listening

Empathic Listening

Focused listening

Appreciative listening

You come back home late after a hard days work and your
brother greets you saying, it was a terrible day for me. My
bike had a flat tyre. I forgot my papers at home. The work
had to be redone in office. And when I came back, I found
that the cook had not turned up. I have been trying to cook
something to eat since then, but its just not happening. Its
too much to handle.

You reply saying one of the following:

I have had my share of problems too today.
The cook must be fired.
Youve been really stressed out today.
Cant you see I am just back?

A number of benefits would accrue to

you by cultivating this skill

Improves your intellectual ability to understand and

evaluate the views and opinions expressed by others

Enables you to gather proper and accurate

information, facilitating proper decision making

Assists you to establish rapport with co-workers

quickly

Helps the speaker give his best

Tech Support: I need you to right-click on the Open Desktop.

Customer: OK.
Tech Support: Did you get a pop-up menu?
Customer: No.
Tech Support: OK. Right click again. Do you see a pop-up menu?
Customer: No.
Tech Support: OK, sir. Can you tell me what you have done up until
this point?
Customer: Sure, you told me to write 'click' and I wrote 'click'.

Barriers in the Listening Process

You cannot truly listen to anyone and do anything else

at the same time.
Aggressive and self centered people
The dislike for a person or topic
Noisy environment
Difficulties in understanding a particular language
The listener occupied with problems/ experiencing any
physical difficulty
Lack of previous knowledge
Experiencing information overload
Rapid Thought

Listening skills

Active Listening

Ask good questions

Paraphrase

Empathize with speaker

Listening skills

Active Listening (Listening with ears, eyes and heart)

Ask good questions

Clarify Meanings

Learn about others thoughts, feelings and wants

Encourage elaboration

Encourage discovery

Gather more facts and details

Ask open ended questions

Listening Skills

Paraphrasing
Restating speakers message in ones own words

Benefits of Paraphrasing
Helps listener to make sure they understood the
message correctly.
Allows speaker an opportunity to correct any
misunderstanding immediately.
Allows speaker to know that listener have heard and
is interested in what he/she has to say.

"The heart has its reasons which reason knows not of."
Pascal

Empathize

Put ourselves in speakers shoes

Ignore our own perception of the situation for the

moment

Accept speakers feelings, thoughts, and ideas of

the situation as ours.

Make eye contact

Empathizing does not mean we need to agree with

the speaker.

Tips to Better Listening

Maintain eye contact with the instructor.

Visualize what is being said

Avoid emotional involvement

Stay active by asking mental questions.

Use the gap between the rate of speech and

your rate of thought.

Tips to Better Listening (Contd.)

Stop Talking
Eliminate Distractions
Dont give advice until asked
Show interest in the speaker and the
conversation
Prompt the speaker
Attend to non-verbal cues
Give Feedback

Thank you for listening to me!