listening and Storage are the key steps of communication

1. Prepared By: Hasanul Islam

2. Verbal Communication Skills
We may often think that, having
good communication skills is all
about the ability to speak well…..
Or all about “SPEAKING.”

3. We are right……
But only 50% right.
Because….
Verbal Communication has another very important part…… “LISTENING”.
“Speaking” + “Listening” = “Verbal Communication.”

4. “LISTENING.”
 Most of the successful people I've known are the ones who do more
listening than talking. Bernard M. Baruch
 “To listen well, is as powerful a means of influence as to talk well, and
is as essential to all true conversation” Chinese Proverbs
 “We have two ears and one mouth so that we can listen twice as
much as we speak.”
 Epictetus quotes

5. Kinds of LISTENING…
There are different kinds of listening…
Appreciative Listening
Empathetic Listening
Comprehensive Listening
Critical Listening
Sympathetic Listening.

6. Broadly, LISTENING may be classified into…
Sympathetic Listening
and
Empathetic Listening.

7. Sympathetic LISTENING…
 In sympathetic listening we care about the other person and show this
concern in the way we pay close attention and express our sorrow for
their ills and happiness at their joys.
 In other words there is “sharing” of feelings.

8. Example for sympathetic
listening…
On your way back from office, you slip and fall and hurt your back. When you
reach home your family members “Feel” for you.
They “share” your hurt feelings and maybe even shed a tear in sympathy.

9. Empathetic LISTENING…
 When we listen empathetically, we go beyond
sympathy to seek a truer understanding of how others
are feeling. This requires excellent discrimination and
close attention to the nuances of emotional signals.
When we are being truly empathetic, we actually
acknowledge what they are feeling.
 In order to get others to expose these deep parts of
themselves to us, we also need to demonstrate our
empathy in our demeanor towards them, listening
sensitively and in a way that encourages self-disclosure

10. Example for empathetic
listening …
On your way back from office, you slip and fall and hurt your back. You visit
your doctor.
Your doctor does not share your feelings.
He does not reject or trifle your feelings, but on the contrary, he
acknowledges your feelings totally and treats you for your injuries.
Here, there is no “sharing” of feelings, but acknowledgement of “feelings.”

11. For effective Verbal Communication
Skills…
We need to develop our skills at Empathetic Listening.
How do we do it ???
*First of all, we would need to acquaint ourselves with the parameters that
constitute Empathetic Listening while evaluating someone’s speaking
skills.

12. Exercise in evaluation…
*An exercise in reading is evaluated by the rest of the class.
 Listeners will evaluate a reader on the given parameters.
 All parameters carry a maximum of 10 marks except ‘Content’, which
carries a maximum of 30 marks.
 Finally feedback is given for a total of 100 marks, in the PNP format.

13. “Speaking.”
‘To speak’ and ‘to speak well’ are two things. A fool
may talk, but a wise man speaks. ~Ben Johnson
It is better to keep one's mouth shut, and be thought a
fool, than to open it and resolve all doubt. ~Abraham
Lincoln
The words you choose to say something are just as
important as the decision to speak. ~Author Unknown

14. Speaking consists of two parts…
1) “What to Speak.”
and
2) “How to Speak.”

15. 1) “What to Speak.”
Content development:
*The first step is Brainstorming.
*The next step is to choose a Presentation Format/ Storage System.
*The Final step is the Presentation itself.

16. Brain Storming…
 Individual Brainstorming is the process of you getting
your ideas out on paper.
 The idea is to put down all of / most of your ideas on
paper. This has two advantages.
 1.It encourages the unrestricted flow of thoughts.
 2. It facilitates the strategic or comparative
evaluation of your ideas .ie. Once on paper, you have
the opportunity of ranking your ideas in terms of
importance and efficacy. You may now pit your ideas
against one another and choose the best ones.

17. Putting them all together…
Now that we know what we are going to speak, we need to put down all
our ideas in the most presentable manner.
We need a Format as per which we may
present these Ideas. We may call it a Presentation/ Display Format or a
Storage System.

18. Need for Storage Systems…
Asked a question, “Do we forget due to nervousness or
Do we get nervous due to forgetting?”
We may ponder …….
Eg. “What if you had to recite the alphabet in front of an
audience?”…
“would you get nervous?” … “Obviously Not!”
Or…

19. Why do we get Nervous?
Nervousness does not cause as much
Forgetting as…..
Forgetting causes Nervousness.
*One of the main causes of Nervousness is
“Forgetting”, or rather, “The Fear of
Forgetting”.
*In other words, we would not get nervous if we
knew for certain that we would not forget…our
lines.

20. So, to prevent forgetting,
we need …
A Good Storage System or
A Good Retrieval System….
A Good Storage System or Display Format, also
makes it easy for our listeners to understand our
Ideas easily.
Let us check out a few of these “Filing Systems.”

21. Storage System 1
IBC…Introduction, Body, Conclusion format…
1.Introduce the Topic or what you are going to say.
2.In the Body, add a few Supporting ideas to build further.
3.End with appropriate Conclusion.

22. Storage System 2
WHPC…
1.What… Begin with the End/Conclusion….
2.How….How do we support the Conclusion..
3.Prove It…. Using examples/Case Studies/Statistics.
4.Conclude with… I hope I have been able to…..(use conclusion used in the
beginning).

23. Storage System 3
Time Sequence…
1.Start with Reference/Relevance to The Past…
2.Continue with Reference/ Relevance to The Present…
3.Project The Future (With Personal Touch).

24. Storage System 4
+ve , -ve, personal touch
1.Introduction with +ve (advantages/strengths).
2.Continue with –ve (disadvantages/weaknesses).
3.Give your Personal opinion based on how you’ve evaluated the +ve and –
ve.

25. Now let’s move to the next part of
Speaking…. “How to Speak.”
“Speak clearly, if you speak at all; carve every word before you let it fall.”
Oliver Wendell Holmes.

26. 2) “How to Speak.”
Guidelines…
 Speed
 Clarity
 Familiarity
 Fluency
 Expression….VnA

27. Speed
Speed….number of words per minute.
 While Most Indians speak at 170 to 180 wpm,
their foreign counterparts speak at 110 to 120 wpm.
 Slowing down on rate of speech is the first step towards better speech.

28. Clarity
Clarity…if audible & free of distortion.
 Speech should be loud enough to carry to all the listeners. Judge the
acoustics of the room.
 Voice Clarity can be mastered with regular practice.

29. Familiarity
Familiarity...acquaintance with words used.
 Learning new words…
 Using known words in new contexts…
 Understanding contexts and situations before reading again..

30. Fluency
Fluency…Able to express easily.
 Developing Fluency is a matter of having all the other parameters in
place.
 Fluency indicates that a comfortable working ability with the language
has been established.

31. Expression…..VnA
Expression…transforming of ideas into words, and also the outward
manifestation of a mood or a disposition by way of words.
 Expression of different feelings with words, word stress, tone, pitch and
inflection.