1. LISTENING SKILLS

3. Strengthens organizational relationships

4. Enhances product delivery

6. 2. Filtering:- It’s a process of giving symbols meanings through the unique contents of each person’s mind. 3. Remembering:- Remembering what we hear but we usually retain little of that.

7. HEARING & LISTENING Hearing is merely a physiological process. No interpretation is involved. Listening is a four- stage self generated activity. 1.Hearing 2.Interpretation 3.Evaluation 4.Response

8. Activity of Listening Not passive but active & positive activity. Needs hard work. Understanding content as well as feeling. Intellectual & emotional activity. For different purposes.

9. Types of Listening 1) Content Listening: To understand & retain message No interaction involved E.g. Regional Sales Manager’s monthly report on sale of products

10. 2) Critical Listening: To understand & evaluate meaning of message Involves interaction E.g. Regional Sales Manager’s presentation on sales projections for next few months

11. 3) Empathic Listening: To understand speaker’s feelings,needs & wants Not to give advice & not to judge E.g. Regional Sales Manager’s problems with recreational vehicle on a vacation

12. Blocks to Effective Listening 1. Distraction in mind: 2. Wandering attention 3. Planning a reply 4. Lack of interest 5. Tendency to criticize 6. Being self-centred

13. 7. Avoiding what is difficult 8. Excessive note-taking 9. Emotional blocks & excitement 10. Impatience 11. Poor health & anxieties 12. External noise & disturbance

14. The Ten Commandments 1. Stop talking 2. Put the speaker at ease 3. Be patient 4. Show that you are listening 5. Note down main points

15. 6. Do not create or allow distraction 7. Hold your temper 8. Listen “between the lines” 9. Ask questions 10. Keep an open mind

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