BUSINESS COMMUNICATION
LESSON 10:
LISTENING SKILLS
After reading this chapter, you should be able to understand:
1. How important listening is in oral communication
2. Common faults we make while listening
3. How we can improve our listening skill
4. Different approaches to listening
Students, today, lets learn about the importance and listening .
Do you think you are a good listener? I do hear a loud Yes
from you all!!! At the end of the lesson we have some exercise
to evaluate your listening skills.
Introduction
Its a pity that Raman didnt receive the promotion he wanted,
but he has one big fault: he doesnt know how to listen. This
remark was made by a department head in a manufacturing
firm. Listening is a skill, an art necessary for success in life and
work.
Do you know that we devote about 40 to 45 per cent of our
working hours to listening? And do you know that, if you have
not taken steps to improve this skill, you listen at only 25 per
cent efficiency?
For a long time most persons assumed that listening was a
natural trait, but practically, not all people are good listeners.
Evidence indicates that many persons do not know how to
listen - that listening is a skill that must be developed. In
Shakespeares Julius Caesar, Marc Antony realizes that persons
dont listen readily, for he begins his famous oration by saying,
Friends, Romans, countrymen, lend me your ears.
As you will learn in the following pages, listening effectively is
hard work. It involves far more than sitting passively and
absorbing others words. It occurs far more frequently than
speaking, reading, or writing and is just as demanding and
important.
What Listening is
Johnson defines listening as the ability to understand and
respond effec-tively toOral communication.
Thus, we can state at the outset that hearing is not listening.
Listening requires more than hearing; it requires understanding
of the communication received. Davis states it this way:
Hearing is with the ears, but listening is with the mind.
Consider the Following Examples
I told him we were meeting this Tuesday, not next Tuesday.
Now we have to reschedule the meeting. It will cost us a weeks
time and we will not be able to meet the deadline.
He said he was listening, but hed obviously made up his mind
before I started. He didnt give me a minute to talk before he
started interrupting.
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Note that in both the cases, the listener has not listened to the
actual message. In the first case, listener has taken the message
without giving proper attention to understand it, and in the
second case, the listener has a blocked mind to listen anything
other than his own notions. Situations like this are disturbingly
common in business. They show that listening failures can
prove to be very costly. Because of listening mistakes, letters
have to be retyped, appointments rescheduled, shipments re-
routed, productivity is affected and profits suffer. Thus poor
listening habits can keep an organization from functioning
properly.
Industrial firms have recognized the importance of the listening
skill to manag-ers for some time. Dr. Earl Planty, in his role as
executive counselor at Johnson and Johnson, has said: By far
the most effective method by which executives can tap ideas of
subordinates is sympathetic listening in the many day-to-day
informal contacts within and outside the work place. There is
no system that will do the job in an easier manner. Nothing can
equal an executives willingness to listen.
The benefits of applied listening skills are impressive. Good
listeners make a company a more effective organization. They
have better rapport with others, they get more out of meetings
and are more effective in conferences, and they are better at
understanding the needs of others.
Common Faults of Listening
Research studies shows that our listening efficiency is no better
than 25 to 30 per cent. That means the considerable informa-
tion is lost in the listening process. Why? Some reasons follow-
1. Prejudice against the speaker At times we have conflict
in our mind as to the speaker. Whatever he speaks seems to
be colored and we practically dont listen what he says.
2. Rehearsing Your whole attention is on designing and
preparing your next comment. You look interested, but
your mind is going a mile a minute because you are
thinking about what to say next. Some people rehearse
whole chains of responses: Ill say, then hell say, and so on.
3. Judging negatively Labeling people can be extremely
limiting. If you prejudge somebody as incompetent or
uninformed, you dont pay much attention to what that
person says. A basic rule of listening is that judgments
should only be made after you have heard and evaluated the
content of the message.
4. Identifying When using this block, you take everything
people tell you and refer it back to your own experience.
They want to tell you about a toothache, but that reminds
you of your oral surgery for receding gums. You launch
into your story before they can finish theirs.
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 5. Advising You are the great problem solver. You dont
BUSINESS COMMUNICATION
have to hear more than a few sentences before you begin
searching for the right advice. However, while you are
coming up with suggestions and convincing someone to
just try it, you may miss what is most important.
6. Sparring This block has you arguing and debating with
people who never feel heard because you are so quick to
disagree. In fact, your main focus is on finding things to
disagree with.
7. Being Right Being right means you will go to great
lengths (twist the facts, start shouting, make excuses or
accusations, call up past sins) to -avoid being wrong. You
cant listen to criticism, you cant be corrected, and you cant
take suggestions to change.
8. Derailing This listening block involves suddenly
changing the subject. You derail the train of conversation
when you get uncomfortable or bored with a topic. Another
way of derailing is by joking.
9. Placating Right. . . Absolutely. . . I know. . . Of course
you are. . .Incredible ... Really? You want to be nice,
pleasant, supportive. You want people to like you. So you
agree with everything.
10. Dreaming When we dream, we pretend to listen but
really tune the other person out while we drift about in our
interior fantasies. Instead of disciplining ourselves to truly
concentrate on the input, we turn the channel to a more
entertaining subject.
11. Thinking speed Most of us speak between 60 to 180
words per minute, and people have capacity to think at the
rate of 500 to 800 words per Minute. The difference leaves
us with the great deal of mental spare time. While it is
possible to use this time to explore the speakers ideas, we
most often let our mind wander to other matters - from the
unfinished business just mentioned to romantic fantasies.
12. Premature evaluation It often happens that we
interrupt the speakers before they complete their thought,
or finish their sentence, or state their conclusions. Directly as
a result of our rapid thinking speed, we race ahead of what
we feel is the conclusion. We anticipate. We arrive at the
concluding thought quickly although often that is quite
different from what the speaker intended.
13. Semantic stereotypes As certain kind of people bother
us, so too do certain words. When these words are repeated
time and again, they cause annoyance in the mind and
effective listening is impaired.
14. Delivery A monotonous delivery by the speaker can put
listeners to sleep or cause them to loose interest.
15. External distractions The entire physical environment
effects the listen-ing. Among the negative factors are noisy
fans, poor or glaring lights, distracting background music,
overheated or cold rooms, a conversation going on nearby,
and so on.
How to Improve Listening Skill
The ability to listen more effectively may be acquired through
discipline and practice. As a listener you must be physically
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relaxed and mentally alert to receive and understand the
message. Effective listening requires sustained concentration
(regardless of the length of the message), attention to the main
ideas presented, note-taking (if the conditions are appropriate),
and no emotional blocks to the message by the listener. You
cannot listen passively and expect to retain the message. If you
want to be an effective listener, you must give the communica-
tor of the message sufficient attention and make an effort to
understand his viewpoint. Here are some practical suggestions
for effective listening, which, if followed, can appreciably
increase the effectiveness of this communicative skill.
1. Realize that listening is hard work You must appreciate
the art of listening, and make conscious effort to listen
others.
2. Prepare to listen To receive the message clearly, the
receiver must have the correct mental attitude. In your daily
communications, establish a permissive environment for
each communicator. .
3. Have positive attitude If you have to do it, do it with a
positive attitude.
4. Resist distractions Tune out internal and external
distractions by facing and maintaining contact with the
speaker. If you experience some negative environment
factors, you can sometimes move to another loca-tion in the
room. Good listeners adjust quickly to any kind of
abnormal.
5. Listen to understand, not refute -Respect the viewpoint
of those you disagree with. Try to understand the points
they emphasize and why they have such feelings (training,
background, etc.). Dont allow your personal biases and
attitudes to influence your listening to the message.
6. Keep an open mind A good listener doesnt feel
threatened or insulted, or need to resist messages that
contradict his beliefs, attitudes, ideas, or personal values. Try
to identify and rationalize the words or phrases most
upsetting to your means.
7. Find an area of interest Good listeners are interested
and attentive. They find ways to make the message relevant
to themselves and/ or their jobs. Make your listening
efficient by asking yourself what is he saying that I can use?
Does he have any worthwhile ideas? Is he conveying any
workable approaches or solutions? G. K Chesterton once
said, There is no such-thing as an uninteresting subject;
there are only uninteresting people.
8. Concentrate on the context Search out main ideas.
Construct a mental outline of where speaker is going. Listen
for transition and progression of ideas. If need be, you
may reinforce the mental outline by physically taking down
the notes.
9. Capitalize on thought speed Most of us think at
about four times faster than the communicator speaks. It is
almost impossible to slow down our thinking speed. What
do you do with the excess thinking time while someone is
speaking? The good listener uses thought-speed to
advantage by applying spare thinking time to what is being
said. Your greatest handicap may be not capitalizing on
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 thought-speed. Through listening training, it can be Points to ponder

BUSINESS COMMUNICATION
converted into your greatest asset. Here are some hints and tips to make you a better listener:
10. Combine verbal delivery with nonverbal cues F. S. 1. Listen carefully to what the speaker says. Pick out the key
Pearls, author of Gestalt Theory Vibration, said Dont words in any information. Its easier to remember one or
listen to the words_ just listen to what the voice tells you, two important words than a whole sentence.
what the movements tell you, what the posture tells you If youre taking a message for someone its easier to write
what the image tells you. down key words to help you remember the message than it
11. Show some empathy Empathy means placing yourself in is to try to write everything out. You can add to your
the shoes of speaker and try understand his viewpoint from message after youve finished listening to the information.
there. If we show some empathy, we create a climate that 2. Give each new stage in a set of instructions a number, it
encourages others to communicate honestly and openly. will help you remember them later.
Therefore, try to see the communicators point of view.
12. Hold your fire Be patient. Dont interrupt. Dont
become over-stimulated, too excited, or excited too soon,
by what the speaker says. Be sure you understand what the
speaker means; that is, withhold your evaluation until your
comprehension is complete. Mentally arguing with a
communi-cator is one of the principal reasons so little
listening takes place in some discussions. Dont argue. If
you win, you lose.
13. Listen critically and delay judgment Good listeners
delay making a judgment about the communicators
personality, the principal points of the message, and the
response. Ask questions and listen critically to the answers.
Then, at the appropriate time, judgment can be passed in an
enlightened manner.
Approaches to Listening 3. Repeat the instructions or the information youve been
Just as a carpenter or a chef uses different tools to tackle a job, given back to the person who gave them to you. If youve
listeners can take advantage of several skills for listening and got anything wrong the person will correct you and the
responding to messages at work. Different approaches to repetition will help you to remember.
listening are discussed below-: 4. Ask questions about anything that you are unsure of, or
Passive listening - Sometimes the best approach to listening is replay the recorded message.
to stay out of the way and encourage the speaker to keep going:
Uh-huh, really, Tell me more, and so on. Non-verbal
cues like eye contact, attentive posture, and appropriate facial
expressions are an important part of the passive listening.
Generally this approach is used when there is one to one
conversation or the speaker is giving a formal presentation.
Questioning - Sincere questions are genuine request for
information: when did you find that fuel was leaking from the
barrel?, When did you inform your manager?, and the like. 5. Go through the complete sequence in your mind so that it
These questions may be used to gather facts and details, clarify is clear. If youre taking a message for someone else
meanings, and encourage a speaker to elaborate. you might want to rewrite it using complete sentences
Paraphrasing - Paraphrasing occurs when a listener restate the so that it will make sense to the reader.
speakers ideas in his own words in order to ensure that he has
understood them correctly. This is often preceded by phrases 6. If you are with someone you need to do some extra things
such as, Let me make sure I understand what you are say- while you are listening, because you are part of a two-way
ing..., or in other words you are saying... and the like. We process and you want to encourage the other person.
often think that we understand other person but we may be Look interested in what they are saying
wrong at times. Paraphrasing is a practical technique that can Maintain eye contact
highlight misunderstandings. If the person is giving you directions, pay attention to the
It is the recipient who communicates. The so called direction they are pointing. Gesture can be very important
communica-tor, the person who emits the communication, and can often make the speakers meaning much clearer.
does not communi-cate. He utters. Unless there is someone
who hears, there is no. communication. There is only noise.
Peter Drucker

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 I know how you feel. You have to prove it by being
BUSINESS COMMUNICATION

willing to communicate with others at their level of

understanding and attitude. We do this naturally by
adjusting our tone of vice, rate of speech and choice of
words to show that we are trying to imagine being where
they are at the moment.
Listening to and acknowledging other people may seem
deceptively simple, but doing it well, particularly when disagree-
ments arise, takes true talent. As with any skill, listening well
takes plenty of practice.
I think one lesson I have learned is that there is no substitute
for paying attention. - Diane Sawyer
Only about 25 percent of listeners grasp the central ideas in
The Secrets to Listening Well communications. To improve listening skills, consider the
following:
Listening is as powerful a means of communication and
influence as to talk well. - John Marshall
Poor Listener Effective Listener
There must be a lot of frustrated people out there, a lot of
people who feel like they arent listened to, a lot of people thinks and mentally
summarizes, weighs the
throwing up their arms and saying, You just dont get it, do tends to "wool-gather"
with slow speakers evidence, listens between the
you? lines to tones of voice and
There seems to be a growing realization of the importance of evidence
listening and communication skills in business. After all, lack of subject is dry so tunes out finds what's in it for me
attention and respectful listening can be costly - leading to speaker
mistakes, poor service, misaligned goals, wasted time and lack fights distractions, sees past bad
of teamwork. distracted easily communication habits, knows
how to concentrate
You cant sell unless you understand your customers problem;
takes intensive notes, but
you cant manage unless you understand your employees has 2-3 ways to take notes and
the more notes taken, the
motivation; and you cant gain team consensus unless you less value; has only one way organize important information
understand each team members feelings about the issue at to take notes
hand. In all of these cases, you must listen to others. is overstimulated, tends to
However, listening is less important than how you listen. By doesn't judge until
seek and enter into comprehension is complete
listening in a way that demonstrates understanding and respect, arguments
you cause rapport to develop, and that is the true foundation inexperienced in listening
from which you can sell, manage or influence others. to difficult material; has uses "heavier" materials to
I like to listen. I have learned a great deal from listening usually sought light, regularly exercise the mind
recreational materials
carefully. Most people never listen. - Ernest Hemingway
lets deaf spots or blind
Following are some keys to listening well: interpret color words, and
words catch his or her
doesn't get hung up on them
Give 100% Attention: Prove you care by suspending all other attention
activities. holds eye contact and helps
Respond: Responses can be both verbal and nonverbal
shows no energy output speaker along by showing an
active body state
(nods, expressing interest) but must prove you received the
judges content, skips over
message, and more importantly, prove it had an impact on judges delivery -- tunes out
delivery errors
you. Speak at approximately the same energy level as the
listens for facts listens for central ideas
other person...then theyll know they really got through and
dont have to keep repeating.
Prove understanding: To say I understand is not enough.
People need some sort of evidence or proof of Exercise 1
understanding. Prove your understanding by occasionally Choose one of the following topics and discuss it in groups of
restating the gist of their idea or by asking a question, which 4. Prepare a statement in which you list the arguments for and
proves you, know the main idea. The important point is not against. To begin the discussion, each person in the group must
to repeat what theyve said to prove you were listening, but take a particular stance:
to prove you understand. The difference in these two Comment on the positive elements of the proposal
intentions transmits remarkably different messages when Suggest problems with implementing the proposal
you are communicating. Suggest the people who will need to be involved
Prove respect: Prove you take other views seriously. It
seldom helps to tell people, I appreciate your position or

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 Suggest practical/organizational issues which will need to be 3. Picks up cues, which ask for a particular response. For

BUSINESS COMMUNICATION
dealt with. example:
The group should also come to a consensus on how to proceed What do you think?
with the proposal you are discussing. Note that consensus 4. Ask questions about something that has been said (to clarify
means that you come to a group view. It is different from a vote or expand)
in which the majority rules. I dont understand the point about
Nominate someone to lead the group, someone to take notes Did you consider trying to
and someone to act as a critical friend. Keep a personal record Does that mean it wont work?
of the roles you play, so that you have an opportunity to take or in informal conversation
different roles throughout the semester. What did he say to that?
What did you wear?
The Leader of the Group Should What are you going to say to them?
1. Encourage all people to contribute make sure that 5. Use eye contact to show concentration on the person
everyone has a turn at speaking
6. Using facial expressions (smiles or frowns, nods or shakes
2. Ensure that the discussion sticks to the topic of the head) to show interest or concentration
The Note Taker Should 7. Use confirming words and phrases
1. Record the names of group members Yes.
2. Keep notes of the main points raised Really?
Go On!
3. Record the groups point of view (arrived at by consensus) You dont say!
4. Report back to the class Oh no!
The Critical Friend Should 8. Uses the persons name when speaking to them
1. Observe the way the group functions (including body 9. Allow the speaker to make a point or tell a story without
language). interruption
2. Report on how each member participated, including whether 10.Encourage others to take a turn, and to respond when
they contributed and whether they allowed or encouraged someone presents a different view during discussion
others to contribute.
A Poor Listener May
Scenario 1 1. Not focus on the speaker (e.g. look around the room)
You are concerned about water usage in your school. You 2. Interrupt when another speaker is taking their turn, or before
would like to put in a tank to use rainwater for drinking the person has finished
purposes.
3. Talk about themselves only
Scenario 2 4. Maintain a blank face
You would like to organize an overseas tour of students to a 5. Show no interest in the topic or not understand the points
country which speaks the language you are studying (e.g. Italy, being made (e.g. lack background in the topic)
France, China, Indonesia, Japan, Germany)
6. Not ask questions about what has been said
Scenario 3 7. Aggressively disagree with the points being made (although
You are concerned about the amount of litter in your school or this may be because the listener is appalled by the ideas being
local area. You would like to improve student attitudes towards presented!)
recycling.
The Speakers Background
Listening to Others The background or relationships of the speakers/listeners can
Reflect on the group discussion that you have been involved in also have an impact. For example, suppose that you are
while completing the above exercises. Did everyone speak for listening to someone put a point a view about race relations in
about the same length of time? How easily was consensus Australia. Discuss how your response might differ if the person
achieved? How often did the group stray from the topic (e.g. by putting the point of view is:
talking about personal matters). Did anyone ask questions of A friend
other group members?
A member of your group in a discussion
Consider the characteristics of listeners. Who are people whom
Your employer
you consider to be good or bad listeners? What is it about them
that leads you to make this judgment? Your teacher

A Good Listener May A politician invited as a guest speaker to your class

1. Work co-operatively and concentrate. An aboriginal guest speaker invited to your class

2. Be sympathetic to the speaker (e.g. concerned about their

welfare)

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 Context
BUSINESS COMMUNICATION

The place where the conversation is taking place is also signifi-

cant. In particular, the level of formality can affect a listeners
response.
Body Language Active Listening
Our body language can send messages to others in a conversa-
tion or discussion. In groups, consider the impact of the Skills
following body language. Then draw a table like the one below.
Use this table to record whether the actions are likely to help or The Heart of Empathic
hinder a discussion. Understanding
It may be useful to ask group members to act out these
examples so that you can more easily assess their impact.

Help Hinder Comment

Folding arms Suggests a closed approach to
the discussion. Puts a barrier
between speaker and listener.

Nodding Suggests agreement with the

speaker and encourages them
to continue.

Folding arms
Putting arms behind head
Frowning
Smiling
Nodding/shaking the head
Sneering Reflecting
Fidgeting with hands or an object (e.g. a pen)
n Purpose
Scribbling
To show that you understand how the person
Rocking on the chair feels.
Leaning forward n Action
Leaning back Reflects the speakers basic feelings.
Looking around the room n Example:
Staring at the speaker You seem very upset.

Maintaining occasional eye contact with the speaker .

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