The Art of Communication and Listening
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
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.
________________________________________________
Communication Order Learned Extent Used Extent Trained
____________________________________________
Listening First First Fourth
Speaking Second Second Third
Reading Third Third Second
Writing Fourth Fourth First
Hearing Vs. Listening
Hearing Vs. Listening
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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
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.
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
Hearing
Focusing on the message
Comprehending and interpreting
Analyzing and Evaluating
Responding
Remembering
Environmental barriers
Physiological barriers
Psychological barriers
Selective Listening
Negative Listening Attitudes
Personal Reactions
Poor Motivation
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
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
Individuals encode ideas according to their
own unique perceptions
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F
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A
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SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
To a receiver who decodes it according to
different individual perceptions
MESSAGE
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
MESSAGE
FEEDBACK
Feedback helps to ensure that the message
received has been decoded correctly
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
FEEDBACK
MESSAGE
Context
-
the situation, environment or
circumstances of the communication
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
FEEDBACK
MESSAGE
Interference
changes
or
distorts
the
message
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
SENDER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
RECEIVER
Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
FEEDBACK
MESSAGE
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MESSAGE
MESSAG
E
FEEDBACK
FEEDBACK
Sender - the one who conveys the
message to another person.
Message - the thought, idea, or
emotion conveyed.
Channel - how the message is sent.
Receiver - physiological/ psychological
components.
Feedback - the receiver’s response to the
sender.
Influences - Culture, education, emotions
and other factors involved.
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
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
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
Disagreement between verbal and non-
verbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Personal Value System
Here-and-Now internal & external
factors
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
.
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!
Success for YOU…
Communication is a dynamic process of transmitting information, ideas, and attitudes among individuals. It involves various stimuli such as hearing, smell, seeing, touch, and taste. Effective communication requires active listening, which is a skill that improves with age and plays a crucial role in social relations. Good listening reflects good manners and can enhance competence and performance in various areas of life.
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Presentation Transcript
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
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
________________________________________________ Communication Order Learned Extent Used Extent Trained ____________________________________________ Listening First First Fourth Speaking Second Second Third Reading Third Third Second Writing Fourth Fourth First
Writing 9% Speaking 30% Reading 16% 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.
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
Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering
Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation
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
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
Perception Self-concept Family Culture Skills Feelings Attitudes Values SENDER Individuals encode ideas according to their own unique perceptions
SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE To a receiver who decodes it according to different individual perceptions
SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE FEEDBACK Feedback helps to ensure that the message received has been decoded correctly
CHANNEL SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE FEEDBACK CONTEXT Context - the situation, environment or circumstances of the communication
CHANNEL SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE INTERFERENCE FEEDBACK CONTEXT Interferencechangesordistortsthemessage
CHANNEL SENDER Self-concept Family Culture Skills Feelings Attitudes Values RECEIVER Self-concept Family Culture Skills Feelings Attitudes Values MESSAGE MESSAGE MESSAGE INTERFERENCE FEEDBACK FEEDBACK FEEDBACK CONTEXT
Sender - the one who conveys the message to another person. Message - the thought, idea, or emotion conveyed. Channel - how the message is sent.
Receiver - physiological/ psychological components. Feedback - the receiver s response to the sender. Influences - Culture, education, emotions and other factors involved.
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
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
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
Disagreement between verbal and non- verbal messages Negative Self Image Lack of Feedback Lack of Motivation and Training Language and Vocabulary Level Lack of Self Awareness
Selective Perception Unwillingness to Change Lack of Interest in the Topic/Subject Prejudice & Belief System Personal Value System Here-and-Now internal & external factors
Environment The venue The effect of noise Temperature in the room Mood OtherPeople Status, Education, competition Time
Inappropriate medium Assumptions/Misconception Emotions Language differences Poor listening skills Distractions transmitter
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!
