You work for Jason P. Mc Donald, a middle aged, well-educated man who owns two card/gift shops, a security company, three fast-food restaurants, and a flower shop/garden center. Jason is creative and highly motivated. He credits his success, in part, to

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• You work for Jason P. Mc Donald, a middle aged,
  well-educated man who owns two card/gift shops, a
  security company, three fast-food restaurants,
  and a flower shop/garden center. Jason is
  creative and highly motivated. He credits his
  success, in part, to his ability to listen
  effectively. He wants his employees to share his
  view of how important it is to listen and plans
  to display attractively designed, framed quotes
  about listening in the work areas of his various
  businesses. Hes asked you to select two quotes.
• Now select the two quotes you want to recommend
  and why. Be sure you consider the diversity of
  Jasons businesses as you make your selections.

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• Try to listen carefully that you might not have
  to speak.
• Quaker saying
• History repeats itself because no one listens the
  first time.
• Anonymous
• Its my job to listen and yours to listen, but
  please, let me know if you finish before I do.
  Anonymous
• A good listener truly wants to know the speaker.
  John Powell
• If speaking is silver, then listening is gold.
  Turkish proverb
• Easy listening exists only on the radio. David
  Barkan
• Be a good listener. Your ears will never get you
  in trouble. Frank Tyger

3

• Instead of listening to what is being said to
  them, many managers are already listening to what
  they are going to say. Anonymous
• It is the province of knowledge to speak, and it
  is the privilege of wisdom to listen. Oliver
• Opportunities are often missed because we are
  broadcasting when we should be listening. Author
  Unknown
• Listening is the single skill that makes the
  difference between a mediocre and a great
  company. Lee Lacoccca
• Courage is what it takes to stand up and speak
  courage is also what it takes to sit down and
  listen. Winston Chruchill

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LISTENING SKILLS
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Closing the mouth and opening the ears
facilitates effective communication
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Why listen?

• Seek first to understand, then to be understood.
  Stephen Covey
• The need to listen to the other person before we
  can expect them to listen to us.

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Effective listening implies that the listener
understands what the speaker means.

• The difference between hearing and listening
  can be stated this way
• Hearing is the reception of sound, while
  listening is the attachment of meaning to the
  sound.
• Hearing is passive, but listening is active.

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LISTENING SKILLS

• Listening is an active process.
• Listening is purposeful hearing.
• The act of hearing attentively.
• Attending to or alert for sound.

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TYPES OF LISTENING

• Ignoring
• Selective Listening
• Attentive Listening
• Empathic Listening

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• You come back home late after a hard days work
  and your brother greets you saying, it was a
  terrible day for me. My bike had a flat tyre. I
  forgot my papers at home. The work had to be
  redone in office. And when I came back, I found
  that the cook had not turned up. I have been
  trying to cook something to eat since then, but
  its just not happening. Its too much to
  handle.
• You reply saying one of the following
• I have had my share of problems too today.
• The cook must be fired.
• Youve been really stressed out today.
• Cant you see I am just back?

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A number of benefits would accrue to you by
cultivating this skill

• Improves your intellectual ability to understand
  and evaluate the views and opinions expressed by
  others
• Enables you to gather proper and accurate
  information, facilitating proper decision making
• Assists you to establish rapport with co-workers
  quickly
• Helps the speaker give his best

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• Tech Support I need you to right-click on the
  Open Desktop. Customer OK.
• Tech Support Did you get a pop-up menu?
• Customer No.
• Tech Support OK. Right click again. Do you see
  a pop-up menu? Customer No.
• Tech Support OK, sir. Can you tell me what you
  have done up until this point?
• Customer Sure, you told me to write 'click' and
  I wrote 'click'.

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Barriers in the Listening Process

• You cannot truly listen to anyone and do
  anything else at the same time.
• Aggressive and self centered people
• The dislike for a person or topic
• Noisy environment
• Difficulties in understanding a particular
  language
• The listener occupied with problems/ experiencing
  any physical difficulty
• Lack of previous knowledge
• Experiencing information overload
• Rapid Thought

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Listening skills

• Active Listening
• Ask good questions
• Paraphrase
• Empathize with speaker

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Listening skills

• Active Listening (Listening with ears, eyes and
  heart)
• Ask good questions
• Clarify Meanings
• Learn about others thoughts, feelings and wants
• Encourage elaboration
• Encourage discovery
• Gather more facts and details
• Ask open ended questions

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Listening Skills

• Paraphrasing
• Restating speakers message in ones own words
• Benefits of Paraphrasing
• Helps listener to make sure they understood the
  message correctly.
• Allows speaker an opportunity to correct any
  misunderstanding immediately.
• Allows speaker to know that listener have heard
  and is interested in what he/she has to say.

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"The heart has its reasons which reason knows not
of." Pascal

• Empathize
• Put ourselves in speakers shoes
• Ignore our own perception of the situation for
  the moment
• Accept speakers feelings, thoughts, and ideas of
  the situation as ours.
• Make eye contact
• Empathizing does not mean we need to agree with
  the speaker.

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Tips to Better Listening

• Maintain eye contact with the instructor.
• Visualize what is being said
• Avoid emotional involvement
• Stay active by asking mental questions.
• Use the gap between the rate of speech and your
  rate of thought.

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Tips to Better Listening (Contd.)

• Stop Talking
• Eliminate Distractions
• Dont give advice until asked
• Show interest in the speaker and the conversation
• Prompt the speaker
• Attend to non-verbal cues
• Give Feedback

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• Thank you for listening to me!