2 - The Art of Listening

• Hearing


  The physical process of perceiving sounds
• Listening


  The mental processing of sounds, requiring effort and focus
• Listening


  • A passive activity that entails focus, concentration, and engagement
  • An active process that involves the ears and all other senses
• Active listening


  When the listener is fully involved, the speaker can sense this through nonverbal cues such as nodding, smiling, and maintaining eye contact
• Types of listening


  • Appreciative listening
  • Empathic listening
  • Comprehensive listening
  • Critical listening
• Appreciative listening


  Listening to enjoy the sounds heard, such as music or speakers
• Empathic listening


  Listening to understand and be with the person in terms of their message and conviction
• Comprehensive listening


  Active listening to understand details and essential information, requiring focus and active participation
• Critical listening


  Listening to evaluate the message, analyze its content, and judge its validity
• Purposes of listening


  • To understand the message being sent or communicated
  • To gain the perspective of the speaker's ideas and point of view
  • To critically evaluate what is said
  • To look at nonverbal cues or enhance understanding
  • To encourage open and honest communication
  • To be considerate of the speaker
  • To compromise by having an agreed view and experience
• During the communication process, 45% is spent on listening
• Many would listen to respond rather than to understand
• Barriers to effective listening

  • Being tired or unwell
  • Having a negative previous experience
  • Having a fixed mindset on something
  • Being preoccupied with other tasks
• Steps to effective listening

  • Face the speaker and maintain eye contact
  • Be attentive but relaxed
  • Keep an open mind
  • Listen to the words and try to picture what the speaker is saying
  • Don't interrupt or impose your "solutions"
  • Wait for the speaker to pause to ask clarifying questions
  • Ask questions only to ensure understanding
  • Try to feel what the speaker is feeling
  • Give the speaker regular feedback
  • Pay attention to what isn't said—to nonverbal cues