Introduction Listening is the process of analysing sounds in a language, organizing them into recognizable patterns, interpreting the patterns and understanding the message by inferring the meaning. Listening is the “receiving” part of communication.
Listening requires focus and concentrated effort, both mental and sometimes physical as well. Listening is more than hearing. It involves the process of interpretation and inference. It is a voluntary activity and hence it is deliberate. It is not a passive process.
Hearing is a physiological process which involves receiving the sound waves by the eardrum and transferring them to the brain. It is an involuntary act that happens automatically. Hearing refers to the sounds that enter your ears.
Therefore it can be stated that listening is the ability to accurately receive and interpret messages in the communication process. Listening is the key to effective communication.
The Purpose of Listening
Following are the purposes of listening:-
To specifically focus on the messages being communicated, avoiding distractions and preconceptions.
To gain a full and accurate understanding into the speakers point of view and ideas.
To critically assess what is being said.
To observe the non-verbal signals accompanying what is being said to enhance understanding.
To show interest, concern and concentration.
To encourage the speaker to communicate fully, openly and honestly.
To develop a selflessness approach, putting the speaker first.
To arrive at a shared and agreed understanding and acceptance of both sides views.
Types of Listening Skills Following are the various types of listening:
Discriminative listening: Discriminative listening is the most basic type of listening, whereby the difference between different sounds is identified.
Comprehension listening: To comprehend the meaning requires first having a lexicon of words at our fingertips and also all rules of grammar and syntax by which we can understand what others are saying. Comprehension listening is also known as content listening, informative listening and full listening.
Critical listening: Critical listening is listening in order to evaluate and judge, forming an opinion about what is being said.
Biased listening: Biased listening happens when the person hears only what they want to hear, typically misinterpreting what the other person says based on the stereotypes and other biases that they have. Such biased listening is often very evaluative in nature.
Evaluative listening: In evaluative listening, or critical listening, we make judgments about what the other person is saying. We seek to assess the truth of what is being said. We also judge what they say against our values, assessing them as good or bad, worthy or unworthy.
Evaluative listening is used when the other person is trying to persuade us, perhaps to change our behavior and may be even to change our beliefs.
Evaluative listening is also called critical, judgmental or interpretive listening.
Appreciative listening: In appreciative listening, we seek certain information which will appreciate, for example that which helps meet our needs and goals. We use appreciative listening when we are listening to good music, poetry or maybe even the stirring words of a great leader.
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.
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 feel what they are feeling.
Therapeutic listening: In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but also to use this deep connection in order to help the speaker understand, change or develop in some way.
Dialogic listening: The word ‘dialogue’ stems from the Greek words ‘dia’, meaning ‘through’ and ‘logos’ meaning ‘words’. Thus dialogic listening means learning through conversation and an engaged interchange of ideas and information in which we actively seek to learn more about the person and how they think. Dialogic listening is sometimes known as ‘relational listening’.
Relationship listening: Sometimes the most important factor in listening is in order to develop or sustain a relationship. This is why lovers talk for hours and attend closely to what each other has to say when the same words from someone else would seem to be rather boring.
Relationship listening is also important in areas such as negotiation and sales, where it is helpful if the other person likes you and trusts you.
Selective Listening: It implies that the listener is somehow biased to what they are hearing. Bias can be based on preconceived ideas or emotionally difficult communications. Selective listening is a sign of failing communication
Active and Effective Listening
Active listening occurs when the listener attempts to understand as clearly as possible what the speaker says. Effective listening is attempting to understand the perspective of the speaker and empathize, not sympathize, with him or her.
Types of Listeners Listeners are of four types:
Active Listeners: Active listeners involve themselves actively in the communication process by keenly listening not only to the message but also to the way it has been delivered.
Passive Listeners: Passive listeners exhibit exactly the opposite behavioristic traits of active listeners. They pay attention only to partial message and lack sensitivity to the nuances, inner meanings, non-verbal subtexts involved in communication. They do not make notes, nod their head in approval, maintain eye contact and keep themselves idle. Passive “listening,” is actually hearing not listening! Since passive listeners keep their minds closed, communication with them is futile and incomplete.
Non-Listeners: The non-listeners do not listen at all because they are genuinely disinterested in the subject. These people pretend to follow the speaker while they are actually preoccupied with something else. So, they will fake attention, but they could easily be recognized by their blank stare, impatient and nervousness mannerisms. Although, they frequently interrupt by saying “I understand,” and “I know,” they actually do not know anything or understand the subject!
Marginal Listeners: Impatient to listen to the main ideas, marginal listeners pay superficial attention, and are interested only in the bottom line. They merely hear the sounds of words, but fail to grasp their meanings. They do not go to the deeper level in arguments. They use external distractions to excuse themselves from conversations.
Evaluative Listeners: Evaluative listeners literally assess the verbal content on the basis of words not paralinguistic or non-verbal cues. Generally, they use logic to understand the content; hence, they distance themselves emotionally from the subject. As a result, they do not show empathy or sensitivity to the speaker. They are mostly prejudiced and judgmental as they presume the meaning before actually the speaker completes a sentence.
Characteristics of Active Listener
Following are the characteristics of an active listener:
An active listener is serious about the whole process of communication.
He pays attention to the speaker’s stance, perspective, point of view, bias and prejudices.
He is intensely involved in the interaction and expends maximum energy to have full comprehension of the subject matter through their eye contact, receptive body language, and appropriate facial expressions and non-verbal affirmations, they make the speakers feel delivering the message to them is a pleasing and pleasurable experience.
Barriers to Active Listening
Following are barriers to active listening:-
Inadequate Language Base: Despite one’s best efforts to intensely participate in the communication process (a lecture delivered, for instance), an inadequate language base will act as a deterrent. Weak language proficiency, lack of technical vocabulary, combined with fear and shyness, will hinder the progress of learning a new subject.
Partial Listening: Partial listening occurs when people happily indulge themselves in multitasking and allow themselves to be distracted easily.
Disinterestedness: Lack of interest in the subject prevents one to pay complete attention.
Pre-judging the Speaker/the Speech: The listeners form biased opinions by looking at the speaker’s look, dress and mannerism. The bias against the speaker can be formed due to one’s own gender and colour preferences.
Negativity towards the Speaker: If there is any dislike for the speaker and disapproval to his/her ideas, the listener will certainly reconstruct a distorted and negative message.
Diffidence: Some listeners underestimate their self-capabilities and decide in advance that they cannot understand what they are going to hear.
Over-Enthusiasm/Intolerance: When a listener becomes impatient and finds the speakers low to communicate his/her ideas. So the listener advances the questions and interferes quickly preventing the speaker to finish the talk on his/her own pace.
Deep-Rooted Beliefs: If a listener becomes close-minded due to one’s own deep-rooted beliefs and convictions. Socioculturally embedded beliefs and convictions become so strong and firmly rooted in one’s mind and act as barriers to new thoughts and fresh ideas.
Principles of effective listening
Following should be kept in mind to ensure effective listening:
Stop Talking: If we were supposed to talk more than we listen, we would have two tongues and one ear. When somebody else is talking listen to what they are saying, do not interrupt, talk over them or finish their sentences for them.
Prepare Yourself to Listen: Focus on the speaker. Put other things out of your mind.
Put the Speaker at Ease: Help the speaker to feel free to speak.
Remove Distractions: Focus on what is being said. Don’t doodle, shuffle papers, look out the window, pick your fingernails or similar. Avoid unnecessary interruptions.
Empathise: Try to understand the other person’s point of view. Look at issues from their perspective. Let go of preconceived ideas.
Be Patient: A pause, even a long pause, does not necessarily mean that the speaker has finished. Be patient and let the speaker continue in their own time.
Avoid Personal Prejudice: Try to be impartial. Don’t become irritated.
Listen to the Tone: A good speaker will use both volume and tone to their advantage to keep an audience attentive.
Listen for Ideas: You need to get the whole picture, not just isolated bits and pieces.
Wait and Watch for Non-Verbal Communications: Gestures, facial expressions, and eye-movements can all be important. We don’t just listen with our ears but also with our eyes – watch and pick up the additional information being transmitted via non-verbal communication.
Barriers to Effective Listening
Following are various reasons individuals fail to listen successfully:-
Preconceived ideas or bias: effective listening includes being open-minded to the ideas and opinions of others, this does not mean you have to agree but should listen and attempt to understand.
Interrupting: When the listener is interrupting, he or she is certainly not listening fully.
Previous experiences: If we stereotype a person we become less objective and therefore less likely to listen effectively.
Preoccupation: when we have a lot on our minds we can fail to listen to what is being said.
Having a Closed Mind: We all have ideals and values that we believe to be correct and it can be difficult to listen to the views of others that contradict our own opinions.
Bringing in Emotions: Emotions erect barriers to effective communication.
Noise: It is impossible to listen in a noisy environment. It is a great impediment to clear communication.
Faking attention: Can be offensive and is usually hard to hide. This is hurtful and sends the message to the speaker that the listener doesn’t really care about what the speaker is saying.
Becoming emotional can hinder one’s ability to listen: When a receiver is angered, it is easy for him or her to miss the most important part of the sender’s message.
To avoid jumping to conclusions: It may be helpful for the listener to wait until the speaker is finished before responding.
Distraction: It is easy to become distracted while trying to communicate. This can be a problem because it leads to miscommunication, faking attention.
Provide clues that you are actively involved: Clues that one is actively listening can go a long way. Therefore, it is important to use verbal and non-verbal clues that you are listening, including eye contact, gestures, and acknowledging statements.
Concentrate: Concentration requires willingness and practice.
Refrain from formulating an immediate response: It is important to refrain from formulating an immediate response. Instead, approach the communication as a dialogue. Dialogues help us to learn what others have to say by forcing us to think about their message and to acknowledge what we have heard rather than just responding with our own opinions.
Try to prepare beforehand: Preparation can have a huge impact on the outcome of a dialogue or any form of communication. To prepare for an interaction where effective listening will be important, it is essential to keep in mind the purpose of the exchange.
Be prepared to accept revisions: A willingness to accept revisions will keep the communication process running smoothly.
Topic Explanation
Be sure the environment is conducive to listening: Choosing the right environment is important because it will help the listener focus and avoid distractions.
Ways to improve listening skills
Provide clues that you are actively involved
Concentrate
Refrain from formulating an immediate response
Try to prepare before hand
Be prepared to accept revisions
Be sure the environment is conducive to listening
1. Which of the following is true?
(
a) Listening does not allow interruption.
(b) Being a good listener requires conscious effort.
(
c) Listening comes naturally.
(d) The listener does not need to concentrate.
[CSEET August 2020]
2. Which of the following is the best definition of listening?
(a) Hearing the sound waves
(b) The accurate perception of what is being communicated
(
c) Paying attention
(d) Noticing what is being said.
[CSEET January 2022]
3. Which of the following is/are the purpose of listening?
(a) To specifically focus on the messages being communicated, avoiding distractions and preconceptions.
(b) To gain a full and accurate understanding into the speakers point of view and ideas.
(c) To critically assess what is being said.
(d) All of the above.
[CSEET E-Bulletin November 2021, October 2020]
4. _____ happens when the person hears only what they want to hear.
(
a) Discriminative listening
(
b) Comprehensive listening
(
c) Evaluative listening
(d) Biased listening
[CSEET E-Bulletin February 2022, November 2021, October 2021, August 2020]
5. Listening is the _____part of communication.
(
a) Feedback
(
b) Delivery
(
c) Channel
(
d) Receiving
[CSEET E-Bulletin June 2022, March 2022, February 2022, July 2020, January 2022, August 2021] [CSEET Mock Test]
6. Find out the appropriate meaning of the given word from the choices given below it; Empathy
(
a) Tranquility
(
b) Opposition
(
c) Understanding
(
d) Ire
[CSEET E-Bulletin August 2021, July 2021] [CSEET Mock Test]
7. In the process of listening, interpreting the message is also known as _____.
(a) Absorbing the message
(b) Decoding the message
(c) Perceiving the message
(d) Receiving the message
[CSEET January 2021]
8. Complete the sentence with the correct option when the listener responds to the message, this is called the _____.
(a) Sensing stage
(b) Evaluating stage
(
c) Feedback stage
(d) Interpreting stage
[CSEET January 2021]
9. What is the difference between hearing and Listening?
(a) Poor Listeners are not spotted easily
(b) Hearing is involuntary
(c) Listening Skill are easy to learn
(d) Listening is a part of the communication process
[CSEET July 2021]
10. Which of the following factors should be considered before making a speech?
(a) Weather conditions
(b) Consciousness of status
(c) Size of the audience
(d) Fear of the boss
[CSEET January 2022]
11. In _____, we make judgments about what the other person is saying.
(a) Evaluative listening
(b) Biased listening
(c) Appreciative listening
(d) Empathetic listening
[CSEET E-Bulletin January 2022]
12. _____Listeners literally assess the verbal content on the basis of words not paralinguistic or non-verbal cues.
(a) Imaginative
(b) Active
(c) Evaluative
(d) Passive [CSEET Mock Test]
13. What is the best non-verbal Signal between speaker and listener?
(a) Sitting or standing straight
(b) Gesturing by use of hands
(c) Maintaining eye contact
(d) Correct pasture [CSEET May 2022]
14. Attentive listening helps to_____.
(a) Achieve goals
(
b) Create new relationships
(
c) Give a positive impression
(
d) Remember what the speaker is saying [CSEET May 2021]
15. In what kind of listening does the listener allow the other person to speak without asking any questions?
(a) Passive
(
b) Active
(
c) Effective
(d) Critical
[CSEET November 2021]
16. In which type of listening is the communication one-way with no exchange or feedback?
(a) Passive listening
(b) Active listening
(c) Critical listening
(d) Attentive listening
[CSEET January 2022]
17. Some listeners suffer from a defeatist attitude. Hence, underestimate their self capabilities and decide in advance that they cannot understand what they are going to hear. This is covered under which of the following barriers of listening?
(a) Intolerance
(b) Partial Listening
(c) Disinterestedness
(d) Diffidence
[CSEET E-Bulletin February 2021]
18. The Listener forming a biased opinion by looking at the speaker’s look, dress and mannerism is a sign of:
(a) Pre-Judging The Speaking
(b) Diffidence
(c) Over Enthusiasm
(d) Disinterestedness
[CSEET E-Bulletin July 2021]
[CSEET Mock Test]
19. What is the best non-verbal Signal between speaker and listener?
(a) Sitting or standing straight
(b) Gesturing by use of hands
(c) Maintaining eye contact
(d) Correct pasture
23. Skill of listening is____.
(a) Purposeful
(b) Powerful
(
c) Productive
(d) All of the above
24. Good listeners can be good_____.
(a) Negotiators
(b) Sellers
(c) Buyers
(d) Customers
25. _____is a physiological process which involves receiving the sound waves by the ear drum and transferring them to the brain.
[CSET May 2022]
20. Which of these is a barrier in effective listening?
(a) Preconceived ideas or bias
(b) Interrupting in between conversation
(
c) previous interpersonal encounters
(d) All of the above
[CSEET Mock Test]
21. ________ is a physiological process which involves receiving the sound waves by the eardrum and transferring them to the brain.
(a) Explaining
(b) Telling
(c) Hearing
(d) Listening
22. Which of the following is not the purpose of listening?
(a) To critically assess what is being said.
(b) To show interest, concern and concentration.
(c) To encourage the speaker to communicate fully, openly and honestly
(d) To avoid gaining a full and accurate understanding into the speakers point of view and ideas.
(a) Listening
(b) Hearing
(
c) Sorting
(
d) Transferring
26. Listening is not a _____process.
(a) Passive process
(
b) Active process
(
c) Both (a) & (b)
(
d) None of the above
27. ______is more than hearing.
(
a) Seeing
(
b) Sorting
(
c) Transferring
(d) Listening
28. There is no difference between hearing and listening.
(a) True
(b) False
(
c) Partly true
(d) Partly false
29. Which of the following are purposes of listening?
(a) To observe the non-verbal signals accompanying what is being said to enhance understanding.
(b) To show interest, concern and concentration.
(c) To encourage the speaker to communicate fully, openly and honestly.
(d) All of the above.
30. _____is the ability to accurately receive and interpret messages in the communication process.
(a) Listening
(b) Sorting
(c) Hearing
(d) Transferring
TYPES OF LISTENING
31. Which of the following are types of listening skills?
(a) Evaluative listening
(b) Appreciative listening
(c) Sympathetic listening
(d) All of the above
32. When the person hears only what one wants to hear, typically misinterpreting what the other person says is known as_____.
(a) Discriminative listening
(b) Comprehension listening
(c) Biased listening
(d) Selective Listening
33. When one goes beyond sympathy to seek a truer understand how others are feeling is known as_____.
(a) Empathetic listening
(b) Therapeutic listening
(c) Dialogic listening
(d) Relationship listening
34. Evaluative listening is also called_____.
(a) Critical listening
(b) Interpretive listening
(c) Both (a) & (b)
(d) None of the above
35. When we care about the other person and show concern by paying close attention and express our sorrow for their ills and happiness at their joys is known as_____.
(a) Evaluative listening
(b) Appreciative listening
(
c) Sympathetic listening
(d) Comprehension listening
36. When one makes judgments about what the other person is saying is known as_____.
(a) Discriminative listening
(b) Evaluative listening
(
c) Appreciative listening
(d) Sympathetic listening
37. _____pay superficial attention, and are interested only in the bottom line.
(
a) Passive listeners
(b) Non-listeners
(
c) Marginal listeners
(d) Active listeners
38. To be an effective listener, one has to be _____present.
(a) Physically
(b) Mentally
(c) Emotionally
(d) All of the above
39. To be an effective listener, one has to be _____present.
(a) Psychologically
(b) Mentally
(c) Emotionally
(d) All of the above
40. Which of the following are principles of effective listening?
(a) Wait and watch for non-verbal communication
(
b) Put the speaker at ease
(
c) Be patient
(d) All of the above
41. A good speaker will use ______ to their advantage to keep an audience attentive.
(a) Volume
(b) Tone
(c) Both (a) & (b)
(d) None of the above
42. Which of the following are barriers to effective listening?
(a) Preconceived ideas or bias
(b) Interrupting
(c) Previous experiences
(d) All of the above
43. Which of the following are barriers to active listening?
(a) Inadequate Language Base
(b) Partial Listening
(c) Disinterestedness
(d) All of the above
44. Which of the following are barriers to active listening?
(a) Pre-Judging the Speaker/the Speech
(b) Negativity towards the Speaker
(c) Diffidence
(d) All of the above
45. Which of the following are barriers to active listening?
(a) Partial Listening
(b) Over-Enthusiasm/Intolerance
(c) Deep-Rooted Beliefs
(d) All of the above
46. Which of the following are barriers to effective listening?
(a) Preoccupation
(b) Having a closed mind
(c) Bringing in emotions
(d) All of the above
47. Which of the following are barriers to effective listening?
(a) Faking attention
(b) Becoming emotional
(c) Distraction
(d) All of the above
48. Noise is a barrier to active listening.
(a) True
(
b) False
(
c) Partly true
(
d) Partly false
49. If a person is unable to appreciate views of another which are contradicting with his own points is said to have.
(
a) Open mind
(
b) Closed mind
(
c) Retarded
(
d) Half mind
50. When one is busy concentrating on what he is thinking and fails to listen to the speaker, such a barrier is known as.
(
a) Closed mind
(
b) Preoccupation of mind
(
c) Noise
(
d) Bringing in emotions
51. Which of the following are ways to overcome barriers in listening?
(
a) Concentrate
(
b) Refrain from formulating an immediate response
(
c) Try to prepare beforehand
(
d) All of the above
52. Distraction is a barrier to active listening.
(a) True
(
b) False
(
c) Partly true
(
d) Partly false
53. Jumping to conclusions is a barrier to active listening.
(
a) True
(
b) False
(
c) Partly true
(
d) Partly false
AUTHOR : RITIKA GODHWANI
PUBLISHER : TAXMANN
DATE OF PUBLICATION : JANUARY 2023
EDITION : 2ND EDITION
ISBN NO : 9789356220577
NO. OF PAGES : 226
BINDING TYPE : PAPERBACK
This book is prepared exclusively for the CS-Executive Entrance Test (CSEET) of the Company Secretary Examination requirement. It covers the questions (topic-wise) & detailed answers strictly as per the latest syllabus of ICSI. This book tests the knowledge of the essentials of English Grammar & critical aspects of Business Communication
The Present Publication is the 2nd Edition for CSEET | January 2023 Exams. This book is authored by Adv. Ritika Godhwani, with the following noteworthy features:
Strictly as per the Latest Syllabus of ICSI
Coverage of this book includes:
Past Exam Questions (Topic-wise)
Questions from the CSEET e-Bulletin of ICSI
Memory Based Past Exam Questions along with important questions for the Exam
[Marks Distribution] Chapter-wise marks distribution from August 2020 onwards
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