Welcome to the Class of

Managerial Communication !!!

MODULE 2
STRATEGIES FOR SUCCESSFUL LISTENING
AND SPEAKING SKILLS

PROF. HITESHWARI JADEJA

Content Module 2
Strategies for successful listening and speaking
skills Listening Skills: Definition, Types,
Purposes for listening, Anatomy of poor
listening, Features of a good Listener.
Strategies for improving oral presentations,
Ways of delivering oral message, Strategies for
an effective oral delivery, Strategies for an
effective nonverbal delivery, Strategies for
removing stage fright.

We were given two ears but only one mouth.

This is because God knew that listening was
twice as hard as talking.

People can hear four times faster than others

can talk, which gives a skilled listener time to
sort matters

Dont fail to listen, even when you are

sure that you fail to act upon it
-Pulapa Subba Rao

What is Listening?
Listening is the process of receiving, interpreting, and reacting to a
message received from a speaker
It can be defined as the art of hearing and understanding what someone is
saying.

Making sense out of what we hear

Look
Identify
Set-up
Tune in
Examine
Note

Listening v/s Hearing

Listening is more than hearing
Hearing is the physical act of senses receiving sound
Hearing involves the ears, but listening involves the
ears, eyes, heart and mind.
To listen is to pay thoughtful attention to what
someone is saying.

Types
Active Listening
Passive Listening

Purpose of Listening
To obtain information
To solve problems
To share experiences
To persuade or dissuade

Advantages of Listening
o
o
o
o
o

It breaks up the barriers between people

We can understand each other more
It minimizes the losses of potential revenues
It prevents miscommunication
It prevents time lost

Benefits of Listening in Organization

Leads to better knowledge of organization
Enables better policies
Mollifies complaining employees
Paves way for successful open-door policy
Helps to spot sensitive areas
Increases productivity
Increases accuracy

Increases confidence
Enables innovative solutions
Encourages prototyping

Process of Listening
1. Sensing / selecting
2. Interpreting
3. Evaluating

Hearing/
Sensing
Decoding

4. Responding
5. Memory

Comprehending
Responding
Recalling

Types of Listening
Informative Listening
Attentive Listening
Relationship Listening

Appreciative Listening
Critical Listening
Discriminative Listening
Empathetic Listening

INFORMATIVE LISTENING
It refers to the situation where the listeners primary
concern is to understand the message.
This may be the content of a lesson, directions,
instructions, etc.
Key variables are:
Vocabulary
Concentration
Memory

ATTENTIVE LISTENING
Listening with a goal to understand and remember
what they are hearing.
Skills used by attentive listeners are:
Attention Skills (A posture of involvement, Appropriate
body motion, Eye contact, Non- distractive environment)
Following Skills(Door openers, Minimal encouragers,
Infrequent questions, Attentive silence)
Reflecting Skills(Paraphrasing, Reflecting feelings,
Reflecting meanings)

RELATIONSHIP LISTENING
It aims at helping an individual or to improve the
relationship between people.
Eg: Therapeutic Listening, Listening to Friend.
Key attributes are as follows:
Attending(Non verbal cues)
Supporting(discretion, belief, patience)
Empathizing

APPRECIATIVE LISTENING
Where the listener gains pleasure/satisfaction from
listening to a certain type of music for example.
Appreciative sources might also include particular
charismatic speakers or entertainers. These are
personal preferences and may have been shaped
through our experiences and expectations
It depends on factors like:
Presentation, Perception, Previous Experience

CRITICAL LISTENING
Where the listener may be trying to weigh up whether the
speaker is credible, whether the message being given is logical
and whether they are being duped or manipulated by the
speaker.
Eg: Politicians, media, salesmen,etc.
Important elements:
Ethos(speaker credibility)
Logos(logical argument)
Pathos(psychological appeals)

DISCRIMINATIVE LISTENING
Where the listener is able to identify and distinguish
inferences or emotions through the speakers change in
voice tone, their use of pause, etc.
Where the listener may recognize and pinpoint a specific
engine fault, a familiar laugh from a crowded theatre or
their own childs cry in a noisy playground.
Its affected by:
Hearing ability, Awareness of sound structure, Integration of
non-verbal cues

EMPATHETIC LISTENING
Where the listener tends to listen rather than talk.
Their non-verbal behavior indicates that the listener is
attending to what is being said.
The emphasizes on understanding the speakers feelings
and being supportive and patient.

Can you hear me talking?

Does that mean that you are a good listener?
A person with normal hearing is not necessarily a
good listener.
Many different things can prevent a speakers
message from being received
These are called barriers to listening.

Warm Up !
Make a list of Five things that could
keep you from being able to listen.

Anatomy of Poor Listening

Content : too much, too little, selective
Speaker : delivery, attitude
Medium : distance and environment
Distractions: extraneous
Mind Set: attitudes
Language: ambiguity, misinterpretation
Listening Speed: rate, think time

Feedback : inappropriate, hasty

Anatomy of Poor Listening

Content
Listeners knowing too much
Listeners knowing too little
Selective Listening

Language
Ambiguity
Misinterpretation

Anatomy of Poor Listening

Speaker
Delivery

Clarity
Organization
Speed
Volume
Enunciation
Emotions
Tone
Inflections

Attitudes Towards Speaker

Positive Attitude
Negative Attitude

Speaker

Speaker

Speaker

Anatomy of Poor Listening

Medium
Distance and Circumstances (visible/not visible/Face to
face)

Distractions
Extraneous Stimuli (sounds, lights, odours, moving objects,
etc.)

Anatomy of Poor Listening

Mindset
Attitudes
Listening Speed
Rate
Think Time
Feedback
Inappropriate

Other
Barriers
Other Barriers

Physical conditions
Casual attitude
Speaking-thinking rate
Premature evaluation
Status and role
Communication context

Features of a Good Listener

Features of Good Listener

(Learn for Exam)
Being non-evaluative
Accept the speaker without making any judgement.

Paraphrasing
Eg: So you mean to say that
Oh! Your feeling towards

Reflecting Implications (reflecting eagerness or zest, indicating

appreciation)

Eg: So you are suggesting that we might.

Reflecting Hidden Feelings

Eg: If I were in your place, I would not have handled the
situation so well.
If that had happened to me, I would have been very upset.

Summary
Inviting Further Contributions
Eg: Can you throw more light on
What happened after that?

Responding Non-verbally

Suitable facial expression and natural smiles

Open posture
Appropriate distance
Attentive Silence

Thank-you