ACTIVE LISTENING.ppt

“We have two ears and only one mouth, to remind us that we listen twice as much as speak” is an intellectual and emotional function. Active Listening Hearing is a physical function. Listening LISTEN! When something is SAID It does not automatically mean that it is HEARD When something is HEARD It does not automatically mean that it is UNDERSTOOD When something is UNDERSTOOD It does not automatically mean that it is ACCEPTED When something is ACCEPTED It does not automatically mean that it is REALIZED When something is REALIZED once It does not automatically mean that it is FOREVER TRUE. What Leadership Situations Should Involve Ensuring communications among people with different perspectives or opinions on an issue. Understanding and responding to the fears and concerns which people may not put into words Picking up non-verbal signals and interpreting them Demonstrating empathy and understanding Mediation and conflict resolution Clarifying uncertainties Gaining and sustaining attention Building constructive and collaborative relationships with others Four Types of LISTENING It is the kind of listening which we should avoid. It is inefficient and unproductive and hears only the words which go in one ear and out the other. Inactive Listening It is probably the most common kind of listening. It happens when we hear only what we want to hear and filter everything else out. Selective Listening It happens when we make a conscious effort not only to hear the words but also to listen for the complete message the speaker is sending. It takes into consideration the intent and the non-verbal communication of the speaker. Active Listening It is like Active Listening that it takes in the whole message. It is particularly important when dealing with a complicated issue or resolving a conflict or dispute. It is used to clarify what is being said and to convey mutual understanding. The listener often asks questions to clarify the message. Re