Your guide to success.

1. ACTIVE LISTENING SKILL
Namrata

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Objectives
 Differentiate between Hearing and Listening
 Understand the importance of Active
Listening
 Know Effective Listening Tips

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Hearing Vs Listening
Hearing is passive and occurs even while we
sleep. Listening is active and involves
hearing, Paying attention, and understanding.

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Active Listening
Active listening is an intent to “listen for
meaning” , in which the listener checks with
the speaker to see that a statement has been
correctly heard and understood. The goal of
active listening is to improve mutual
understanding.

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To understand active listening easily,
make sure you do the following:
 Listen
 Understand
 Evaluate and interpret

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Benefits of active Listening
Active Listening forces people to listen
attentively to others. Helps avoid
misunderstanding as one seeks clarification as
to whether he/she has got the other person
right. It makes people more comfortable and
gets them to speak more.

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Benefits of Active Listening are:
 The other person feels that you really care.
 Genuine communication is established.
 You become more effective with you family,
your work career.
 You can resolve conflicts more easily.

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Importance of Good Listening Skills
 Good listening skills make workers more
productive.
 Better understand assignments and what is
expected of you
 Tells the customers that you care
 Build rapport
 Show support
 Better understanding of the situation

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Importance of Good Listening Skills
 Work better in a team-based environment
 Resolve problems with customers
 Answer questions
 Find underlying meanings in what others say
 Leads to effective communication, makes you
a better communicator
 Helps display human touch

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Effective Listening Tips
 Encourage silence to show you are actively
listening
 Never interrupt while the listener is speaking
 Be present
 Make the listener feel heard

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Effective Listening Tips
 Become a solution-oriented listener
 Listen for what is not being said
 Resist the temptation to rebut
 Listen for information

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Exercises
 What are the differences between Hearing and
Listening?
 State the benefits of Active Listening
 State the importance of Listening skills.
 Explain four effective listening tips.

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Thank you