Module-2

Listening
Listening is the ability to accurately receive and interpret messages in the communication [Link]
is key to all effective communication, without the ability to listen effectively messages are easily
[Link] is one of the most important skills you can have.
“Listening is the process of receiving, constructing meaning from, and responding to spoken”.
Listening is receiving language through the ears. Listening involves identifying the sounds of speech and
processing them into words and sentences.
Effective listening is the process of analyzing the sounds, organizing them into recognizable patterns,
interpreting the patterns and understanding the message by inferring the meaning.

Listening is the first of the four language skills, which are:

1. Listening
2. Speaking
3. Reading
4. Writing

Listening V/S Hearing

Listening is not to be confused with hearing. Hearing is a physiological process which involves receiving
the sound waves by the eardrum and transferring them to the brain. Listening is more than hearing. It
involves the process of interpretation and inference.
Listening is extremely important for the communication process. Many of the problems we experience with
people are primarily attributable to ineffective listening or lack of listening. Good listening skills are the
foundation of effective human relations. Good listeners can be good negotiators and can handle crisis
situations successfully.
Objectives of Listening
The objectives of learning may be one or more of the following:
 To learn
 To increase one’s understanding
 To advise or counsel
 To relieve one’s boredom

Importance of Listening
 Communication is not complete without effective listening.
 An attentive listener stimulates better speaking by the speaker.
 A good listener learns more than an indifferent listener.
 A good listener can restructure vogue speaking in a way that produces clearer meaning.
 A good listener learns to detect prejudices, assumptions and attitudes

Process of Listening
1-Receiving: Is the intentional focus on hearing a
speaker’s [Link] stage is represented by the ear
because it is the primary tool involved with this stage
of the listening [Link] this stage, we are still only
hearing the message.
2- Understanding: In the understanding stage, we
attempt to learn the meaning of the message, which is
not always easy. Deciding what the message means to
you. In the understanding stage of listening, we should be on the lookout for places where our perceptions

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might differ from those of the speaker.
3- Remembering: Remembering begins with listening; if you can’t remember something that was said,
you might not have been listening effectively. However, even when you are listening attentively, some
messages are more difficult than others to understand and remember. Highly complex messages that are
filled with detail call for highly developed listening skills.
4 Evaluating: The fourth stage in the listening process is evaluating. Evaluations of the same message can
vary widely from one listener to another. The stages two, three, and four are represented by the brain
because it is the primary tool involved with these stages of the listening process.
5Responding: Responding—sometimes referred to as feedback—is the fifth and final stage of the listening
[Link] reaction to the message. It can be emotional and intellectual. For example, you are giving
positive feedback to your instructor if at the end of class you stay behind to finish a sentence in your notes
or approach the instructor to ask for clarification. The opposite kind of feedback is given by students who
gather their belongings and rush out the door as soon as class is over. This stage is represented by the lips
because we often give feedback in the form of verbal feedback; however, you can just as easily respond
nonverbally.

Different Types of Listening

1. Active listening
The first type is known as active listening. Active listeners focus on the speaker’s words to understand their
meaning and context. This type of listener pays close attention to the speaker’s body language, facial
expressions, and tone of voice. They engage with the speaker, ask meaningful questions, and clarify
information. Active listening is helpful in personal relationships and professional settings.
2. Critical listening
Critical listeners search for conflicting messages in order to better understand what they hear. They also
look for flawed logic, missing information, and hidden agendas when making sense of others’ words. This
type of listening can be beneficial if you want more facts to make an important decision.
To listen critically, it is important to:
 Think about what you hear and how it relates to other information.
 Ask questions that will help clarify the speaker’s thoughts and feelings.
 Be aware of any omissions or distortions in meaning when listening, so you can ask for
clarification if necessary.
3. Informational listening
The third type of listening is known as informational listening. In this type of listening, you focus on
gathering data on specific topics for a school project, learning new skills, or gathering information for
work. It often involves taking notes and asking clarifying questions when needed.
These tips can help:
 Be patient and let the speaker finish before asking questions.
 Make sure your questions are relevant to the topic being discussed.
 Take notes if it helps you remember what was said.
 Paraphrase key points to ensure you understand them correctly.
4. Empathetic listening
Empathetic listeners are good at understanding others’ feelings, especially when people have a tough time
communicating them verbally. This type of listener asks questions that focus on the other person’s thoughts
and emotions to gain insight into how they feel about specific topics or ideas.
If you want to be an empathetic listener, it’s important to:

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  Listen carefully without interrupting while concentrating on understanding the other person’s
feelings.
 Reflect on what you’ve heard in your own words to make sure you understand correctly.
 Avoid giving advice or telling the other person what they should do.
 Let the other person know you understand how they feel.
 Be nonjudgmental so the speaker can open up more easily if needed.

5. Appreciative Listening
When appreciative listening, the listener is interested in the speaker’s feelings, thoughts, and experiences.
Their goal is to create a positive connection. This type of listener is often friendly and supportive, and they
may share personal stories that apply to the discussion.
Appreciative listeners are good at seeing things from another person’s perspective, supporting others’
goals.
To become an appreciative listener, try these tips:
 Look for the good in what the speaker is saying, even if it’s hard to find.
 Ask the speaker questions that show you are interested in their opinions and feelings.
 Reassure others when they express negative thoughts or emotions by being understanding
without judgment.
 Remember your own experiences to help understand what others are feeling.
6 Time-oriented Listening
Time-oriented listeners are concerned with timeliness and time limits. This type of listener is similar to an
"executive" in that they will verbally express time constraints. These listeners have short attention spans
and will prefer to hear the message quickly without unnecessary details. As a result, time-oriented listeners
may be impatient and rude if they don't get their point across quickly.
7 Action-oriented Listening
Action-oriented listeners value concise, error-free messages. They enjoy lists and are quick to spot
inconsistencies. They are also likely to notice mistakes and inconsistencies in a speaker's message.
Action-oriented listeners are also more likely to ask for clarifications. They also tend to focus on the
emotional aspects and try to understand the message as clearly as possible. Ultimately, this approach can
lead to miscommunication and misunderstandings.
8 People-oriented Listening
People-oriented listeners are interested in the speaker's background and beliefs. They often ask questions
about what motivates the speaker and their goals or desires. They are also concerned with the facts and
figures. Also, they may quickly cut people off, whereas action-oriented listeners may take more time to
conclude if the information is complex.
Effective Listening Skills
An effective listening definition is when a person can attend to a speaker, process what the speaker is
saying, and respond appropriately. It is simply not enough to hear what a person is saying. One must
absorb the meaning of the words, reflect, and respond accordingly.
To improve your communication skills, you must learn to listen effectively. Effective listening gives you
an advantage and makes you more impressive when you speak. It also boosts your performance.
Effective Listening Skills
1. Discover your interests’ field.
2. Grasp and understand the matter/content.
3. Remain calm. Do not loose your temper. Anger hampers and inhibits communication. Angry people
jam their minds to the words of others.
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 4. Be open to accept new ideas and information.
5. Jot down and take a note of important points.
6. Work upon listening. Analyze and evaluate the speech in spare time.
7. Rephrase and summarize the speaker’s ideas.
8. Keep on asking questions. This demonstrates that how well you understand the speaker’s ideas and
also that you are listening.
9. Avoid distractions.
10. “Step into the shoes of others”, i.e., put yourself in the position of the speaker and observe things
from his view point. This will help creating an atmosphere of mutual understanding and improve
the exchange of ideas in communication process.
Characteristics of Good and Effective Listener
Good and effective listener tries to give maximum amount of thought to the speaker’s ideas being
communicated, leaving a minimum amount of time for mental exercises to go off track. A good listener:
1. Is attentive- Good listener must pay attention to the key points. He should be alert. He should
avoid any kind of distraction.
2. Do not assume- Good listener does not ignore the information he considers is unnecessary. He
should always summarize the speaker’s ideas so that there is no misunderstanding of thoughts of
speakers. He avoids premature judgements about the speakers message.
3. Listen for feelings and facts- Good listener deliberately listens for the feelings of the speaker.
He/She concentrates totally on the facts. He/She evaluates the facts objectively. His/Her listening is
sympathetic, active and alert. He/She keenly observes the gestures, facial expression and body
language of the speaker.
In short, a good listener should be projective (i.e. one who tries to understand the views of the
speaker) and empathic (i.e. one who concentrates not only on the surface meaning of the message
but tries to probe the feelings and emotions of the speaker).
4. Concentrate on the other speakers kindly and generously- A good listener makes deliberate
efforts to give a chance to other speakers also to express their thoughts and views. He tries to learn
from every speaker. He evaluates the speaker’s ideas in spare time. He focuses on the content of the
speaker’s message and not on the speaker’s personality and looks.
5. Opportunizes- A good listener tries to take benefit from the opportunities arising. He asks “What’s
in it for me?”
Effective listening enhances the communication quality. It makes all attentive. It encourages optimistic
attitude, healthy relations and more participation. It leads to better decision- making in an organization.
Effective listening is directly related to our ability to do team work. It must be noted that “We listen at
about an efficiency rate of 25 percent maximum, and we remember only about 50 percent of what is
delivered during a ten minute speech/lecture/communication.”

Principles of Listening
Many successful leaders and entrepreneurs credit their success to effective listening skills. Richard Branson
frequently quotes listening as one of the main factors behind the success of Virgin.
1 Stop Talking
Don't talk, listen. When somebody else is talking listen to what they are saying, do not interrupt, talk over
them or finish their sentences for them. Stop, just listen. When the other person has finished talking you
may need to clarify to ensure you have received their message accurately.

2 Prepare Yourself to Listen

Relax.
Focus on the speaker. Put other things out of mind. The human mind is easily distracted by other thoughts
– what’s for lunch, what time do I need to leave to catch my train, is it going to rain
– try to put other thoughts out of mind and concentrate on the messages that are being communicated.
3 Put the Speaker at Ease
Help the speaker to feel free to speak.
Remember their needs and concerns. Nod or use other gestures or words to encourage them to continue.
Maintain eye contact but don’t stare – show you are listening and understanding what is being said.

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4 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. These behaviours disrupt the listening process and send messages to the speaker that you are
bored or distracted.
5 Empathise
Try to understand the other person’s point of view.
Look at issues from their perspective. Let go of preconceived ideas. By having an open mind we can more
fully empathise with the speaker. If the speaker says something that you disagree with then wait and
construct an argument to counter what is said but keep an open mind to the views and opinions of others.
6 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, sometimes it takes time to formulate what to say
and how to say it. Never interrupt or finish a sentence for someone.
7 Avoid Personal Prejudice
Try to be impartial.
Don't become irritated and don't let the person’s habits or mannerisms distract you from what the speaker is
really saying. Everybody has a different way of speaking - some people are for example more nervous or
shy than others, some have regional accents or make excessive arm movements, some people like to pace
whilst talking - others like to sit still. Focus on what is being said and try to ignore styles of delivery.

8 Listen to the Tone

Volume and tone both add to what someone is saying.
A good speaker will use both volume and tone to their advantage to keep an audience attentive; everybody
will use pitch, tone and volume of voice in certain situations – let these help you to understand the
emphasis of what is being said.
9 Listen for Ideas – Not Just Words
You need to get the whole picture, not just isolated bits and pieces.
Maybe one of the most difficult aspects of listening is the ability to link together pieces of information to
reveal the ideas of others. With proper concentration, letting go of distractions, and focus this becomes
easier.
10 Wait and Watch for Non-Verbal Communication
Gestures, facial expressions, and eye-movements can all be important.
We do not 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

Effective listening can be held back by barriers. These barriers to listening can be grouped into two major
categories: external and internal.
External Listening Barriers
External listening barriers are easier to manage than internal barriers. They include a variety of
environmental distractions that can usually be avoided or minimized with simple corrections, like removing
yourself from the interfering barrier or removing the issue from the area that you are in. External barriers
include:
 Noise. Any external noise can be a barrier, like the sound of equipment running, phones ringing, or
other people having conversations.
 Visual distractions. Visual distractions can be as simple as the scene outside a window or the
goings-on just beyond the glass walls of a nearby office.
 Physical setting. An uncomfortable temperature, poor or nonexistent seating, bad odors, or distance
between the listener and speaker can be an issue.
 Objects. Items like pocket change, pens, and jewelry are often fidgeted with while listening.
 The person speaking. The person listening may become distracted by the other person’s personal
appearance, mannerisms, voice, or gestures.
Internal Listening Barriers

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Internal listening barriers are more difficult to manage, as they reside inside the mind of the listener.
Internal barriers’ elimination relies on a high level of self-awareness and discipline on the part of the
listener, like catching oneself before the mind starts to wander and bringing full attention back to the
speaker. Internal barriers include:
 Anxiety. Anxiety can take place from competing personal worries and concerns.
 Self-centeredness. This causes the listener to focus on his or her own thoughts rather than the
speaker’s words.
 Mental laziness. Laziness creates an unwillingness to listen to complex or detailed information.
 Boredom. Boredom stems from a lack of interest in the speaker’s subject matter.
 Sense of superiority. This leads the listener to believe they have nothing to learn from the speaker.
 Cognitive dissonance. The listener hears only what he or she expects or molds the speaker’s
message to conform with their own beliefs.
 Impatience. A listener can become impatient with a speaker who talks slowly or draws out the
message.
RECRUITMENT CORRESPONDENCE
Recruitment is the process which links the employers with the employees. Create a talent pool of
candidates to enable the selection of the best candidates for the organization.

Job Application Letter

A job application letter is essentially a detailed pitch to convince a prospective employer of your eligibility
for the open position for which you are applying. Together with expressing your interest in the job, the
letter will highlight your qualifications, skills, experience and achievements. It will explain why you might
be the best person for the job and convince the recruiter to shortlist you for an interview. Overall, a well-
written application will present a creditable picture of you as an individual and professional and can make a
favourable impression on employers.
Write a Job Application Letter
1. Letter Read the Job Advertisement
details
2. Review Professional letter formats
3. Write a clear heading
4. Address the letter to the right person
5. Begin by expressing interest in the job
6. Describe the eligibility for the job
7. Highlight your attributes
8. End the letter with a thank you

Curriculum Vitae (CV)

A curriculum vitae (CV) provides a summary
of your experience, academic background
including teaching experience, degrees,
research, awards, publications, presentations,
and other achievements, skills and credentials.
When to Use a CV Instead of a Resume
A curriculum vitae is used when applying for academic, education, scientific, or research positions. A
curriculum vitae can also be used to apply for fellowships or grants. In Europe, the Middle East, Africa, or
Asia, employers may expect to receive a curriculum vitae rather than a resume.

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 What to Include in a Curriculum Vitae
The following are examples of information that can be included in your curriculum vitae. The elements that
you include will depend on what you are applying for, so be sure to incorporate the most relevant
information to support your candidacy in your CV.
 Personal details and contact information. Most CVs start with contact information and personal
data but take care to avoid superfluous details, such as religious affiliation, children's names, and so
on.
 Education and qualifications. Be sure to include the names of institutions and dates attended in
reverse order: Ph.D., Masters, Undergraduate.
 Work experience/employment history. The most widely accepted style of employment record is
the chronological curriculum vitae. Your career history is presented in reverse date order starting
with the most recent appointment. More emphasis/information should be placed on your most
recent jobs.
 Skills. Include computer skills, foreign language skills, and any other recent training that is relevant
to the role applied for.
Training / Graduate Fieldwork / Study
Abroad
 Dissertations / Theses
 Research experience
 Teaching experience
 Publications
 Presentations, lectures, and exhibitions
 Grants, scholarships, fellowships, and
assistantships
 Awards and honors
 Technical, computer, and language skills
 Professional licenses, certifications, and
memberships
What Not to Include in a CV
There is no need to include your photo, your salary
history, the reason you left your previous position,
or references in a CV submitted for jobs

Interview
An interview is a structured conversation where one participant asks questions, and the other
provides answers.[1] In common parlance, the word "interview" refers to a one-on-one conversation
between an interviewer and an interviewee. The interviewer asks questions to which the interviewee
responds, usually providing information.
Interview Invitation: The interview invitation email acts as the first line of communication
between an employer and employee after an application is submitted. A well-crafted invitation
email helps to engage candidates, generate interest and leave a good first impression for both your
open role and company as a potential employer. It’s a pivotal step during the hiring process, so
you’ll want to do it right.
STEPS TO WRITE A INTERVIEW INVITATION EMAIL
1. Write a direct subject line with the company name.
2. Specify the role being interviewed.
3. Include essential information like interview format and interview location.
4. Provide a range of dates and times to schedule the interview.
5. Express enthusiasm about interviewing the candidate.

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6. Add your email signature with contact information.
 USE A DIRECT SUBJECT LINE
In the subject line, call out that this is an interview invitation; that will grab the candidate’s
attention when they are looking through their inbox, ensuring your email is not accidentally
overlooked and gets a prompt response.

 PROVIDE ROLE DETAILS

Restate the title of the position early on, even in your subject line, if possible. Job seekers may apply to
multiple open roles at once, so inform them of the role and company name for the interview to catch
them up to speed.

 SPECIFY THE INTERVIEW FORMAT

Explain which format the interview will be conducted in, whether that’s in-person, over the phone,
via video conference or as part of a group interview.

 SPECIFY THE INTERVIEW LOCATION

If the interview is in-person, include your office address and either a screenshot of its location on
the map or a link to a map with the address already plugged in. When necessary, let them know
who they should speak to about getting access to your floor, call out objects to help them orient
themselves in the area and mention how they should notify you when they have arrived at the
location.
For phone or video conference interviews, include the phone number or meeting room link and
access code information.

 APPROXIMATE THE INTERVIEW DURATION

This is especially important for interviews with job seekers who are currently employed elsewhere
and need to plan the interview around their work schedule. Give the candidate an estimate of how
long the interview should take, and confirm with a start and end time when the official interview is
scheduled.

 PROVIDE MULTIPLE DATE AND TIME OPTIONS

Several of your candidates may be currently employed, which means they need multiple options
and at least a few days’ notice to schedule an interview. Proposing several date and time options
with included time zones helps mitigate back and forth and conveys flexibility.
While this is less feasible when scheduling group interviews, it is still important to offer candidates
some latitude regarding when
their interview will take place.

 PROVIDE INTERVIEWER
DETAILS
Say who the interview will be
with and what their job title is —
you can even link to their
LinkedIn profile to help
candidates better prepare.
Additionally, state the
interviewer’s relationship to the
role, whether that’s hiring
manager or team member.

 INCLUDE YOUR EMAIL

SIGNATURE
An interview invitation email is an
important step in selling the role
while you assess candidate fit. Because of that, include your professional email signature with your job
title and company logo in every recruiting email to highlight your credentials.

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References
A reference is someone who can answer questions about your work history, skills, abilities, and work style.
Choose your references with care. What they say can make a big difference. Remember to send them a
thank you note when you know they have given you a recommendation.
What types of references are important?
There are four types of references. References from past employers carry the most weight.
 Employment references include past employers, co-workers, subordinates, or clients. They can
speak about your specific employment experience. You can also list people for whom you
perform volunteer activities, babysitting, lawn mowing, and other odd jobs.
 Professional references are people who know you on a professional basis. They may include
contacts from business and sales, clubs, or professional or community organizations.
 Academic references are instructors and vocational counselors. They can speak about your
academic activities. These are most appropriate for current students or recent graduates.
 Personal references are people who know you personally and can describe your skills. Only use
this type of reference if you do not have the other types. Use the names of people who can tell
an employer you can be depended on to do a good job.