Session 5-6 .Pptx1 (Students' Copy)
Uploaded by
mukesh rajputSession 5-6 .Pptx1 (Students' Copy)
Uploaded by
mukesh rajputIndian Institute of Management Rohtak,
(ePGP – 2016-18)
Managerial Communication
(MC1)
Session 5-6
Dr. Shalini Verma
www.shaliniverma.com
Listening skills
& Giving and
Receiving Feedback
(Corresponding Chapter in the Prescribed Book:
Chapter 1, Pg 11-16)
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Listening Skills
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Research suggests :
• We remember between 25 percent
and 50 percent of what we hear
This happens because:
Our personal filters, assumptions,
judgments, and beliefs
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• Listening is following and understanding
the sound
• Listening is hearing with a purpose
• Good listening is built on three basic
skills:
Attitude
Attention
Adjustment
• These skills are known collectively as
Triple-A listening
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Purposes of Listening
• To generate ideas
• To gather information
• To question and test assumptions as
well as evidence
• To get inspired
• To enhance knowledge
• To establish rapport
Listening Process
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Hearing/
Sensing
Decoding
Comprehending
Responding
Recalling
Types of Listening
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Active Listening
• You listen with your mind, heart, and
imagination
• Hearing and Listening are not the
same.
• Hearing is a physical act.
• Listening is a cognitive act.
Passive Listening
• Passive listening is equivalent to hearing.
• Passive listeners do not engage in the
following:
react to the message
exhibit either verbal or non-verbal
responses
participate actively in the
communication process
3. Marginal /selective listening: The listener takes
in as much as is acceptable to him or is
agreeable to his existing views.
4. Empathetic /sensitive listening: Enables
building of trust, facilitating the release of
emotions, reducing of tensions, creation of a
positive climate for negotiations etc.
5. Informative /comprehension listening: Much of
our learning comes from this type listening.
6. Evaluative listening: The listener either evaluates
(assesses) the value of the message or compares it with
what is usually considered the best. Since this kind of
listening is judgmental, it might be followed by the
listener agreeing or disagreeing with the speaker.
7. Appreciative listening: The primary purpose is to
appreciate and thus enjoy the way the message is being
delivered. For example, listening to music, or an
inspiring talk.
8. Critical / analytical listening : The listener not only
listens to ‘understand’ the message but also to form an
opinion based on what he or she listens. There is
practically no place where critical listening is not
important.
9. Discriminative listening: It is an example of an
extremely honed ability to hear, understand the
nuances of words, sounds, and pronunciation etc.
The listener is not only concerned about the verbal
message (words said) but also sensitive to the non-
verbal signals that the speaker might give while
delivering their verbal information.
10. Fake listening/ pseudo listening : The listener only
pretends to be listening while actually he or she is
not. The aim of such listening is to please either the
speaker or the other observers.
Effective Listening
• Be non-judgmental
• Be impartial
• Make notes
• Ask questions
• Paraphrase (extract main points)
• Make smooth transitions between roles of speaker and listener
• Exhibit positive Body Language such as:
Making eye contact
Exhibiting affirmative nods and appropriate facial expressions
Avoiding distracting actions or gestures
Avoiding interruptions
Watching for non-verbal cues
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Giving and Receiving Feedback
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• Feedback could be a non-verbal such as
nods, smiles, sighs etc. while at other
times, it can be verbal in spoken or
written form.
• Giving an effective feedback is an art
which further lubricates your
relationships with others.
• Timing is very important for giving
feedback
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Types of Feedback
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Formative feedback
• Formative feedback potentially
modifies a people ’s thinking or
behaviour for the purpose of
learning.
• Since it influences thought and
behaviour, it is more motivational.
Summative feedback
Summative feedback assesses how
well people accomplish a task or
achieves a result for the purpose of
grading/appraisal.
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How to Give and
Receive Feedback
Effectively?
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1. Focus on providing positive feedback as it is
met with acceptance.
2. Negative feedback inhibits people from talking
freely and usually meets resistance.
3. When negative feedback needs to be given,
focus on specific behaviour rather than
individual.
4. Avoid vague, general statements.
5. Keep feedback goal oriented.
6. Make sure statements are relevant to what the
speaker is saying.
7. Keep feedback well timed. Providing
immediate feedback is much more effective
than comments given at a later time.
8. Use more ‘and,’ and less ‘but.’
9. ‘But’ erases everything said prior to using the
word .
10. ‘And’ is inclusive in nature and helps people
move emotionally forward.
11. Focus on the future.
Thank you
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