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Communication is the art of transmitting
information, ideas and attitudes from one
person to another.
Communication is the process of
meaningful interaction among human
beings
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Communication is a dynamic process…
through this process we convey a
thought or feeling to someone else.
how it is received depends on a set of
events, stimuli, that person is exposed to.
‘how you say’ ‘what you say’ plays an
important role in communication.
Hearing
Smell
Seeing
Touch
Taste
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Communication Order Learned Extent Used Extent Trained
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Listening
Speaking
Reading
Writing
First
Second
Third
Fourth
First
Second
Third
Fourth
Fourth
Third
Second
First
Writing
9%
Reading
16%
Speaking
30%
Listening
45%
Hearing Vs. Listening
Hearing – Physical
process, natural,
passive
Listening – Physical as
well
as mental process,
active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of listening.
 The process of hearing spoken words
and noting nonverbal behavior.
 Active listening takes energy and
concentration.
VALUE OF LISTENING
 Listening to others is an elegant art.
 Good listening reflects good manners.
 Listening carefully to the instructions of superiors
improve competence and performance.
 The result of poor listening skill could be disastrous
in business, employment and social relations.
Good listening skill can improve social relations and
conversation.
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Listening and hearing are the same
Good readers are good listeners
Smarter people are better listeners
Listening improves with age
Listening skills are difficult to learn
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Hearing
Focusing on the message
Comprehending and interpreting
Analyzing and Evaluating
Responding
Remembering
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Environmental barriers
Physiological barriers
Psychological barriers
Selective Listening
Negative Listening Attitudes
Personal Reactions
Poor Motivation
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Listening is Hard Work
Superiority Complex
Overconfidence
Disinterested
Competition
The Rush for Action
Thinking about what we are going to say rather
than listening to a speaker
Talking when we should be listening
Hearing what we expect to hear rather than what is
actually said
Not paying attention
preoccupation, prejudice, self-centeredness
What You Think about Listening ?
 Understand the complexities of listening
 Prepare to listen
 Adjust to the situation
 Focus on ideas or key points
 Organize material for learning
What You Feel about Listening ?
 Want to listen
 Delay judgment
 Admit your biases
 Don’t tune out “dry” subjects
 Accept responsibility for understanding
 Encourage others to talk
What You Do about Listening ?
 Establish eye contact with the speaker
 Take notes effectively
 Be a physically involved listener
 Avoid negative mannerisms
 Exercise your listening muscles
 Follow the Golden Rule
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By not being Preoccupied
Being Open Minded & Non Defensive
Minimizing Interruptions
Effective Listening is: Hearing,
interpreting when necessary,
understanding the message and relating
to it.
By Asking Questions
SENDER
SENDER
Perception
 Self-concept
 Family
 Culture
 Skills
 Feelings
 Attitudes
 Values
Individuals encode ideas according to their
own unique perceptions
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
MESSAGE
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
To a receiver who decodes it according to
different individual perceptions
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
MESSAGE
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
FEEDBACK
Feedback helps to ensure that the message
received has been decoded correctly
CHANNEL
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
MESSAGE
FEEDBACK
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
CONTEXT
Context - the situation, environment or
circumstances of the communication
CHANNEL
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
MESSAGE
INTERFERENCE
FEEDBACK
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
CONTEXT
Interference changes or distorts the message
CHANNEL
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
MESSAGE
MESSAGE
MESSAGE
INTERFERENCE
FEEDBACK
FEEDBACK
FEEDBACK
CONTEXT
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
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Sender - the one who conveys the
message to another person.
Message - the thought, idea, or
emotion conveyed.
Channel - how the message is sent.
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Receiver - physiological/ psychological
components.
Feedback - the receiver’s response to the
sender.
Influences - Culture, education, emotions
and other factors involved.
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Positive vs. Negative Feedback
Positive feedback is more readily and
accurately perceived than negative feedback
Positive feedback fits what most people wish
to hear and already believe about themselves
Negative feedback is most likely to be
accepted when it comes from a credible
source if it is objective in form
Subjective impressions carry weight only
when they come from a person with high
status and credibility
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Focus on the specific topic
Keep feedback impersonal
Keep feedback goal oriented
Make feedback well timed
Ensure understanding
Direct feedback toward a subject that is
controllable by the recipient
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Unwillingness to say things differently
Unwillingness to relate to others
differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice
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Disagreement between verbal and nonverbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness
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Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Personal Value System
Here-and-Now internal & external
factors
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Environment
The venue
The effect of noise
Temperature in the room
Mood
Other People – Status, Education,
competition
Time
 Inappropriate medium
 Assumptions/Misconception
 Emotions
 Language differences
 Poor listening skills
 Distractions
Always think ahead about what you are going
to say.
Use simple words and phrases that are
understood by every body.
Increase your knowledge on all subjects you
are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have
been understood accurately or not
 In case of an interruption, always do a little
recap of what has been already said.
 Always pay undivided attention to the speaker
while listening.
 While listening, always make notes of
important points.
 Always ask for clarification if you have failed to
grasp other’s point of view.
 Repeat what the speaker has said to check
whether you have understood accurately.
Do not instantly react and mutter something
in anger.
Do not use technical terms & terminologies
not understood by majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as
you won’t be heard.
 Do not assume that every body understands
you.
 While listening do not glance here and there as
it might distract the speaker.
 Do not interrupt the speaker.
 Do not jump to the conclusion that you have
understood every thing.
Improve language.
Improve pronunciation.
Work on voice modulation.
Work on body language.
Read more
Listen more
Avoid reading or watching or listening
unwanted literature, gossip, media presentation
etc.
 Interact with qualitative people.
 Improve knowledge on topic of discussion,
 Practice meditation & good thoughts.
 Think and speak.
 Do not speak too fast.
 Use simple vocabulary.
 Do not speak only to impress someone.
 Look presentable and confident.
Success for YOU…
…in the new global and diverse
workplace requires
excellent communication skills!