What is Listening?
Listening is a process of receiving and
interpreting the spoken word. It involves
recognizing what is said and
comprehending the matter-understanding
the main and subsidiary points (implied
meaning) as well as the links between
different parts of speech.
Effective listening involves not only
recognizing unit boundaries phonologically
but also the recognition of-stress pauses
hesitation false starts intonation and
rhythm patterns.
Stages of Listening
1. SENSING-Listening begins with physical hearing of the
message and taking note of it. To recognize sound
patterns-unit boundaries phonologically.
2. DECODING-Changing the coded message into
information. Although interpretation of a verbal
message maybe influenced by social cultural
intellectual frames of reference; verbal messages use
a common language code. It also involves the
recognition of false starts pauses stress hesitation
intonation and rhythm patterns
3.EVALUATING- significance is evaluated and
conclusions are drawn from the message. Facts are
separated from opinions relevant info. from irrelevant.
We have to construct a parallel message based on
sound clues received from speaker.
4.RESPONSE-Action Reaction of the listener to the
message. It clarifies the message and helps speaker to
know if the message is understood or not.
Listening versus Hearing
• Listening is voluntary whereas hearing is
an involuntary physical act.
• Listening is an active process which
involves attention and concentration. It
involves hearing and then sensing
attending understanding evaluating and
responding to spoken message. Hearing
is a passive process which is
physiological and occurs without any
attention.
• Listening requires conscious efforts
whereas hearing happens automatically.
Listening versus Hearing
• The listener plays a very active part but in
hearing that doesn’t happen.
• Listening is a two-way interactive process
engaging the speaker and the listener whereas
hearing is a one-way automatic and effortless
process .
• Listening requires more than simply hearing. It
requires grasping and understanding. It includes
empathetic and supporting behaviour
• Hearing is just the perception that there are
several sounds while listening is ‘parsing’ every
part of the sound so it begets understanding
while hearing doesn’t.
Types of Listening
Superficial- Zero output and little
awareness of content
Appreciative-Purpose is to derive pleasure
Focused- Purpose is to get specific
information
Evaluative-the spoken message
commentary and develop a line of thought
Attentive-Interactive and productive
Empathetic- listening to feelings emotions
and state of mind
Active and Passive Listening
1. Passive listening is the process of just absorbing the
message encoded in the spoken word without any
involvement. In passive listening the listener plays no
role. On the other hand active listening is a dynamic
interactive communicative process in which listener
pays attention; shows interest in speech and speaker;
takes note of body language; avoids distractions and
responds non-verbally to encourage speaker.
2. Active Listening is reacting or doing something that
demonstrates understanding and attention like giving
non-verbal clues; reflecting back the main points and
summarizing. Passive listening is without reacting; it
allows speaker to speak without interrupting.
3..Passive Listening is mechanical and effortless. Active
listening involves engaged focus and concentration.
Active listening is effective listening whereas passive
listening is not.
4.Passive listening primarily involves the
senses but active listening includes not
just the sensory perceptions but also
engages the heart and the mind in the
process. It seeks to comprehend the
message contained.
5.Four important ingredients of Active
listening: Intensity Empathy
Demonstrating Acceptance and taking
responsibility of completeness are
missing in passive listening.
6.Active Listening is facilitated by factors such as
alertness concentration conscious effort and
interest. Passive is uninvolved and involuntary;
dependent on external factors (sudden loud
noise). It maybe attentive and supportive but
occurs without any further conscious
engagement from listener. Any learning is
incidental.
7.Active listening involves active mental
participation: active filtering of excess
information; suffocating a range of thoughts and
actions; actively checking for understanding
before responding. It involves techniques such
as prompting paraphrasing asking clarifying
encouraging summarizing understanding.
8.Active listening is listening with a
purpose: like comprehension or criticism.
Passive listener assumes he has heard
and understood correctly and doesn’t
seek verification or interact.
9.Active listening is often accompanied by
inadvertent non-verbal cues like nodding
eye contact and facial expressions. In
Passive listening no non-verbal cues and
responses are directed to speaker.
10. Active listening promotes more effective
listener-speaker relationships
Barriers to listening
Barriers that hamper smooth flow of oral
Communication may emanate from either
the speaker listener or the circumstances:
1.Physical Barriers-physical distractions and
disturbances; physical discomfort; noise (any
sound that disrupts listening process) distance
or any other physical factor
2. Psychological Barriers-disturbed state of mind;
emotional turbulence (anxiety) leads to lack of
interest and concentration. Over arousal of
emotions may adversely affect listener’s ability
to decode and may influence receptivity to
ideas. Wrong perception of the message.
3.Linguistic barriers-Improper message decoding
leads to confusion and misunderstanding.
Different language or dialect; use of jargon;
ambiguous and unclear phrases; listener’s
inadequate knowledge of language; accent not
familiar- may lead to communication
breakdown.
4.Cultural Barriers-difference in social norms and
values makes communication difficult.
5.Lack of concentration-Hearing faster than
speaking; paying attention to speaker not the
speech; listening too closely
6.Unequal statuses-distinction in status and
power and fear
7. The Halo Effect- the awe in which a speaker is
held by the listener leads to distorted
understanding of the talk
8. Complexes-a sense of superiority and lack of
confidence may prevent proper interaction
between people of different positions
9. Closed mind.
10.Poor Retention-when memory or retention of
ideas is inadequate
11. Premature Evaluation and Hurried
Conclusions-prejudging the intentions of the
speaker and jumping to premature conclusions
without listening to the complete thought.
12.Abstracting-mental process of evaluating
thoughts in terms of relative importance of
ideas in the context of the total message.
13. Slant- It is the biased presentation of the
matter by a speaker. This suppresses the
important aspects of the message and hence
leading to distorted message being presented.
14. Cognitive Dissonance-a discrepancy between
a listener’s existing assumptions and the
position communicated by the speaker; some
listeners try to escape from the dissonance by
reinterpreting restructuring or mentally ignoring
the oral message.
Addressing Listening problems
• Stop talking and Stop thinking
• Be an attentive active listener.
• Remove distractions. Don’t let your mind
wander in lag time instead review content
• Defer judgement-Avoid labeling/stereotyping
• Be patient- don’t interrupt /empathize
• Ask relevant open ended questions
• Paraphrase and check for understanding
• Use apt attention signals and non verbal signsreceptive expressions and utterances respond
nonverbally
• Adjust your pace of listening
• Roger Fisher and William Ury four skills to improve
communication in conflict situations I. Active listening
The goal of active listening is to understand Pay close
attention to what the other side is saying. Ask the
opponent to clarify or repeat anything that is unclear or
seems unreasonable (maybe it isn’t, but you are
interpreting it wrong). Attempt to repeat their case, as
they have presented it, back to them. This shows that
you are listening (which suggests that you care what
they have to say) and that you understand what they
have said. It does not indicate that you agree with what
they said–nor do you have to. You just need to indicate
that you do understand them.
II. To speak directly to the opponent. This is not
considered appropriate in some cultures, but when
permitted, it helps to increase understanding. Avoid
being distracted by outside parties or other things going
on in the same room. Focus on what you have to say,
and on saying it in a way that the opponent can
understand.
III. To speak about yourself, not about your opponent.
Describe your own feelings and perceptions, rather than
focusing on your opponent’s motives, misdeeds, or
failing. By saying, "I felt let down," rather than "You broke
your promise," you will convey the same information. But
you will do so in a way that does not provoke a defensive
or hostile reaction from your opponent. (This is often
referred to as using "I-statements" or "I-messages,"
rather than "you messages." You messages suggest
blame, and encourage the recipient to deny wrong-doing
or blame back. I messages simply state a problem,
without blaming someone for it. This makes it easier for
the other side to help solve the problem, without having
to admit they were wrong.
IV. To "speak for a purpose." Too much communication
can be counter-productive. Before you make a significant
statement, pause and consider what you want to
communicate, why you want to communicate that, and
how you can do it in the clearest possible way. Avoid
inflammatory language as much as possible.
• Active listening is designed to overcome poor
listening practices Active listening is a way of listening
and responding to another person that improves mutual
understanding
• Active listening has several benefits. First, it forces
people to listen attentively to others. Second, it avoids
misunderstandings, as people have to confirm that they
do really understand what another person has said.
Third, it tends to open people up, to get them to say
more. When people are in conflict, they often contradict
each other, denying the opponent=s description of a
situation. This tends to make people defensive, and they
will either lash out, or withdraw and say nothing more.
However, if they feel that their opponent is really attuned
to their concerns and wants to listen, they are likely to
explain in detail what they feel and why. If both parties to
a conflict do this, the chances of being able to develop a
solution to their mutual problem becomes much greater.