— R.G. Nichols and L. A. Stevens
Picture yourself teaching a class on business research methods—not an equally interesting subject for all students. During the course of the lecture, you see that a girl in the last row is busy writing in her notebook, not even once looking towards you. Next to the wall, a student is reading silently from a book. In the middle row, a half-asleep boy struggles to keep his eyes open. Only in the front two rows do you find students paying attention to what you have been discussing. They have been looking towards you and have been also taking notes from time to time.
You have explained the causal relationship between two variables, A and B. You have given a few examples of this relationship from actual life. Now, to ascertain how much of what you have been discussing has been followed by the class, you ask some students about
Why is this so? They all have attended the same lecture. You were loud enough to reach everyone, clear enough to be understood, and logically ordered in your discourse. Then how did some students miss your point so completely? It seems as if they were not even present in the lecture.
The fact is that those who failed to answer you heard you, but did not listen to your exposition of the variables and their relationships. They heard you, for they could not fail to hear you. They were not deaf. But their minds did not absorb what you said.
To listen is to pay thoughtful attention to what someone is saying. It is a deliberate act of attentively hearing a person speak. It is the mental process of paying undivided attention to what is heard. Listening is more than hearing, which is just the physical act of senses receiving sounds. Hearing involves the ears, but listening involves the ears, eyes, heart, and mind. It is rightly said that listening is an essential component of communication. Without this element, fruitful communication is not possible. Listening occurs when the receiver of the message wishes to learn, or be influence or changed by the message. When someone is interested in actively hearing, they are listening. Exhibit 6.1 shows the importance of listening in our daily lives.
Listening is more than hearing, which is just the physical act of our senses receiving sounds. Hearing involves our ears, but listening involves our ears, eyes, heart, and mind.
Exhibit 6.1
The Importance of Listening
Studies conducted since the 1930s reveal that 70 per cent of our waking time goes into communication. The pie chart below illustrates the activities that take up various portions of this 70 per cent:
Note that this break-up reflects the norms. The figures would differ from group to group. For example, for a group of young students, speaking would be lower than hearing (or listening), and their reading and writing figures will also be higher. For a group of teachers, speaking would be high.
Listening is not passive. It is a deliberate act of concentrating on sound waves that the auditory nerve sends to the brain. As a first step in the listening process, the listener focuses his or her attention on what is essential in the communication. At the same time, he or she tries to understand, interpret, and register what is received. It is not easy to pay undivided attention to a speaker, and without giving proper attention to developing listening skills, many people remain poor listeners.
An Indian saying draws attention to the natural fact that we have two ears but one tongue. Hence, we should listen twice as much as we speak.
Listening, like speaking, reading, and writing, is a skill that can be dramatically improved through training. In this chapter therefore, we will discuss some basic things about listening such as the complete process from hearing to conceptualizing, causes for poor listening, and some techniques of improving listening as a voluntary behaviour.
1
Understand how listening is an essential component of communication and management.
The Longman Dictionary of Contemporary English defines listening ‘considering what someone says and accepting their advice’. In this sense, far-sighted business heads and senior executives use careful listening to benefit from the valuable views, perceptions, and experiences of junior and middle level workers of the company. They often owe many an initiative or cost-cutting measure to suggestions given by juniors in informal sessions. By listening to what others say about a specific situation, that is by considering and accepting the advice of others, the company succeeds in taking the best possible decision and effectively implementing it.
An example of successful ‘Management by Listening’ is the case of Maruti Udyog, which has flourished using former Managing Director Jagdish Khattar’s innovative methods of seeking suggestions from employees.1 Maruti’s decision to showcase a concept car at Delhi’s annual Auto Expo was born out of an event called ‘Tea with the MD’. Almost every fortnight, Khattar used to get together with a group of young Maruti engineers and managers in an informal meeting that encouraged them to articulate their ideas for the company’s growth. Khattar’s purpose was to elicit valuable suggestions for Maruti’s growth by holding informal tea-sessions with his engineers and managers or by walking around at dealers’ conventions, urging his dealers to make suggestions for improving sales and distribution. This was how he hit upon a formula that saved the company nearly INR 4 million.
Realizing that dealers hesitated to express themselves in an open forum, Khattar urged each of them to put down three of their suggestions on a piece of paper. He said, ‘On the five-hour flight back from Bangkok to Delhi, I went through each and every sheet. Our dealers had made several suggestions on how we could de-bottleneck distribution. I realized that increasing the sales force and opening small dealership extensions in rural and semi-urban areas could easily cut down on investments’.
Khattar would routinely talk with and listen to youngsters before walking into his office. His example demonstrates how providing opportunities to others to express valuable suggestions holds the key to the successful management of problems.
Listening is an integrated process, which consists of the following phases: undivided attention, hearing, understanding, interpreting, evaluating, empathizing and conceptualizing.
An explanation of these aspects of the process of listening would be helpful before proceeding. These phases do not occur in succession, but instead operate concurrently and in tandem. All aspects of oral verbal communication require one to focus on what is being said, understand it, and register it as part of one’s body of knowledge and experience.
Listening is a voluntary behaviour that can be easily affected by internal or external factors that can act as barriers to good listening.
2
Know the internal and external causes of poor listening.
Many times listeners are not able to concentrate on what is being heard. There may be several reasons for this. There could be external factors responsible for the inability to listen properly. For example, there may be noise inside the room or loud music being played nearby. This external noise can be shut off in several ways. But the internal factors within the listener’s mind that interference with concentration are more serious and difficult to avoid or manage. These can be overcome through practice once the listener is made aware that they are problematic.
In organizations, there are formal and informal status levels that affect the effectiveness of face-to-face oral communication. A subordinate would generally listen more and speak less while interacting with his or her superior. The exchange of ideas is blocked by diffidence on the part of the subordinate because of the superior position of the speaker. Upward oral communication is not very frequent in organizations. Fear of the speaker’s superior status prevents free upward flow of information. This limits free and fair exchange of ideas.
The awe in which a speaker is held by the listener affects the act of listening. If the speaker is greatly trusted and held in high esteem as an honest person, his or her statements are readily taken as true. Oral communication is thus conditioned by the impressions of the listener about the eminence of the speaker. The listener’s impressions and not the intrinsic worth of the message determine the effectiveness of such communication. For instance, due to the halo effect, buyers may go by a trusted seller’s view rather than by their own judgment of a product’s quality.
Oral communication is conditioned by the impressions of the listener about the eminence of the speaker. The listener’s impressions and not the intrinsic worth of the message determine the effectiveness of such communication.
Lack of confidence or a sense of superiority may prevent proper interaction between persons in different positions. Sometimes an individual may suffer from a sense of inferiority and therefore fail to take the initiative or involve himself or herself in conversation, dialogue, or other forms of oral communication. Similarly, some persons consider themselves too important to condescend to talk with others. Often, these are misplaced notions of self-worth, but they do block oral communication.
Listening, to a large extent, depends on one’s curiosity to know things. Some individuals believe that they know everything in a field or subject. Their minds refuse to receive information from other sources. In addition, some persons feel too satisfied with their way of doing things to change or even discuss new ideas. A closed state of mind acts as a barrier to oral communication, which demands a readiness and willingness on the part of the listener to enter into dialogue.
Listening, to a large extent, depends on one’s curiosity to know things.
In dialogue or two-way oral communication, a logical sequence of thoughts is essential for successful communication. To speak coherently and comprehend completely, one has to understand the sequence of ideas. The structure of thoughts must be received and retained by the listener to understand arguments. The cues that signal the transition from one set of ideas to another must be retained by the listener to be able to grasp the full sense of the message. In case of poor retention, the listener fails to relate what he or she hears with what he or she had heard earlier. Moreover, if the listener fails to remember previous discussions, the whole conversation is likely to be lost in the absence of any written record.
The cues that signal the transition from one set of ideas to another must be retained by the listener to be able to grasp the full sense of the message. In case of poor retention, the listener fails to relate what he or he hears with what he or she had heard earlier.
Listening patiently until the speaker completes his or her argument is necessary for correct interpretation of an oral message. The listener can distort the intended meaning by pre-judging the intentions of the speaker, inferring the final meaning of the message, or giving a different twist to the argument according to his or her own assumptions or by just picking out a few select shreds of information. These mental processes may act as a block to listening, affecting accurate exchange of information.
Abstracting is the mental process of evaluating thoughts in terms of the relative importance of ideas in the context of the total message. This is possible only by listening to the whole message. Abstracting acts as a barrier when a listener approaches a message from a particular point of view and focuses his or her attention on selected aspects of the conversation. This acts as a barrier to a full understanding of whatever is exchanged between two persons.
Slant is the biased presentation of a matter by the speaker. Instead of straight and honest communication, the speaker may adopt an oblique manner that could verge on telling a lie. When a matter is expressed with a particular slant, important aspects of the message are suppressed, left out, or only indirectly hinted at. Well-informed listeners usually do suspect the cover-up/slant. But uninformed listeners may accept the slanted message.
At times listeners fail to accept or respond to assumptions deriving from new information as they may be unprepared to change the basis of their beliefs and knowledge. In such a discrepancy between a listener’s existing assumptions and the position communicated by the speaker, some listeners try to escape from the dissonance by reinterpreting, restructuring, or mentally ignoring the oral interchange. Cognitive dissonance interferes with the acceptance of new information. It may also lead to several interpretations of a new message or view. In the absence of cognitive dissonance, a listener has the skill, ability, and flexibility of rational thinking, promoting effective oral communication. For business executives, the skill to move from one mental frame to another is essential for efficient oral exchange of ideas, beliefs, and feelings.
Cognitive dissonance interferes with the acceptance of new information.
The language of communication should be shared by the speaker and the listener. In business, English is widely used in most parts of the world. The ability to converse in English is essential for executives in a multi-lingual country like India. English is now the global medium for conducting business, and the lack of knowledge and practice of spoken English acts as a barrier to verbal communication.
The listener should also be familiar with the accent of the language in use, as a new accent can often be difficult to follow for those unfamiliar with it. For instance, in India, even those who speak English fluently need special training to work in call centres so that they can understand what overseas callers say over the phone. Workers involved in outsourced businesses tend to overcome their initial language barrier.
The effects of most of these barriers that interfere with the proper response to oral messages can be reduced or even removed through effective listening. In order to develop good listening skills, we must first identify and understand the characteristics of effective listening.
Besides the barriers in listening discussed in this section, there may be other factors that affect listening, as shown in Exhibit 6.2. For instance, many studies show that men listen mostly with the left side of the brain while women tend to use both sides. Further, studies also suggest that left-handed people may use a part of the brain to process language that differs from their right-handed counterparts. Such differences in brain dominance and lateralization could affect listening, either positively or negatively.
To improve our listening skills, we must know the characteristics of effective as well as ineffective listeners and identify our own weaknesses as listeners. Exhibit 6.3 contrasts the characteristics of effective and ineffective listeners.
Good listeners try to encourage the speaker by their body language and expression. They indicate interest and understanding regarding the subject of discussion. Poor listeners, on the other hand, annoy and disturb the speaker. They may have the habit of interrupting or showing little interest in what is being discussed. Unnecessary interjections such as ‘yes’, ‘but’, and ‘ifs’ should be avoided when they disturb the speaker.
After knowing how effective and ineffective listeners differ in their listening behaviour, try to recognize your own behaviour and attitude.
Exhibit 6.2
Differences in the Listening Process
Left-sided Listening in Men
Our brains are divided into four parts, and each part performs different functions and has different abilities. The right frontal part is best at creative tasks and ideas; the right basal part is responsible for feelings, intuition, compassion and interest for others. Logic and reasoning are governed by the left frontal part, which is responsible for abilities such as problem solving, strategic vision, leadership, and decision-making skills. The left basal part is best at organizing the world; sorting, arranging and filing; and keeping order and maintaining routine.
Each of us possesses the abilities governed by the four parts of the brain to some extent, but there are differences in how much we use each part. About 95 percent of us use some part of the brain more than others (only 5 percent of us use all the parts equally). Studies show that men tend to use more of the left part of their brain while women usually use more of the right.
Studies also suggest differences in listening in men and women. According to some research studies, men listen with only one side of their brains while women use both. Researchers have compared the brain scans of men and women and found that men mostly use the left side of their brains, the part long believed to control listening and understanding.
The question is: which is normal? Maybe the normal for men is different from the normal for women. Could this be the reason why men don’t like to listen to what doesn’t interest them, and listen repeatedly to something they like?
Listening in Left-handed People
Right-handed people are many more in number than left-handed people on earth. But, when it comes to processing language, a higher proportion of left-handed people process language effectively, as compared to right-handed people.
Normally, people use both sides of the brain to process language. The dominant hemisphere deals with articulation and calculation, and the non-dominant part is used for abstract thinking. According to the findings of the American Academy of Neurology in Philadelphia, the United States, left-handed people may use a (dominant) part of the brain to process language which differs from their right-handed counterparts. As a result, left-handed people could have different types of intelligence. For example, a person could be the CEO of an organization and yet not have good road sense.
Exhibit 6.3
Characteristics of Effective and Ineffective Listeners
Effective communication is associated with the power of speaking well, but without good listening, successful communication is not possible. The spoken word fulfils its purpose only when it is carefully heard, understood, interpreted, and registered in the listener’s memory.
3
Know some guidelines for improving listening skills.
The effectiveness of communication is the function of both effective speaking and effective listening. To communicate successfully, the speaker’s words should be well articulated and, at the same time, they must be well received. The guidelines given here should be helpful in improving one’s listening skills.
When two people are talking simultaneously, neither can listen to the other. To have a successful dialogue, it is necessary that when one person wants to speak, the other person keeps quiet and listens. No one can talk and listen at the same time. In classrooms, it is common for teachers to ask students to stop talking to ensure that they are able to listen to the lecture. Similarly, the teacher stops talking when a student wants to say something.
Exhibit 6.4
Effective Listening—Six Steps Away
Step1: Keep quiet—as much as possible.
Step 2: Don’t lead—unless you want to hear the opposite of what is being said.
Step 3: Don’t react defensively—if what you hear bothers you.
Step 4: Avoid clichés—to make meaningful statements.
Step 5: Remain neutral—no matter what you think of others.
Step 6: Resist giving advice—until asked for directly.
There may be nothing new in these guidelines. However, a reminder of the ways of improving listening, as illustrated in Exhibit 6.4, can be of great value for improving the effectiveness of communication.
Distortions in communication take place because of the nature of its three elements: the sender, the receiver, and the message. In earlier chapters, we have seen how messages get filtered and mixed with the thoughts, feelings, and experiences of both the sender and the receiver. Moreover, the message itself is subject to distortions resulting from the limitations of language as an adequate vehicle for communication.
4
Understand how to craft reflective and clarifying responses that demonstrate good listening skills.
Lynette Long, in her book Listening/Responding: Human Relations Training for Teachers2, questions the possibility of appropriate communication between the speaker and listener. She defines the communication process as one in which:
However, Long suggests a course of training to enable a listener to respond to what the speaker thinks and not what the listener hears.
In light of their value for teachers, managers, and interpersonal communicators, Long’s two basic concepts of responses, basic reflective response and basic clarification response, are briefly discussed here.
Listening should be facilitative. The speaker should feel encouraged to speak out. He or she should feel that he or she has been heard and rightly understood. According to Long, the easiest way to show facilitative listening is reflection, ‘which requires that the listener accurately paraphrase the essence of the speaker’s message. This paraphrasing lets the speaker know that you have accurately heard him/her’. A reflective response should not, however, have any new information based on the listener’s own thoughts or views.
Listening should be facilitative. The speaker should feel encouraged to speak out.
As an example of a reflective response, consider the following example in which Manisha accurately paraphrases Abhinav’s thought:
Abhinav: I’m feeling so stupid. I expected it to be a most entertaining movie. The way you described it, I thought it would be a fun. But the whole thing makes no sense. Like most Indian movies, it’s just so lousy.
Manisha: The movie does not meet the expectations I had raised on the day of its release.
Manisha’s response rephrases the essential disappointment Abhinav expresses about the movie, and thus it makes him feel that he has been correctly heard and understood by her.
But suppose, Manisha responded as follows:
Yes, most Indian movies turn out to be boring.
Abhinav would have felt that Manisha missed what he wanted to convey—his disappointment. He was led to believe the movie was highly entertaining, but it turned out to be quite boring.
In crafting a reflective response, the listener responds only to what is presented by the speaker. For example, if only feelings are presented, the listener must respond to those feelings; if a cognitive matter is presented, he or she must respond to those components of the thought alone. The listener just repeats (mirrors/reflects) what the speaker communicates. He or she adds no new material while responding reflectively.
A message can have three component elements. The first is the experiential component, which answers the question, ‘What happened’? The second is the cognitive component, describing what the speaker thinks about what happened. These two components form the content of the message. The third component is the affective element of the message, which reveals how the speaker feels about what happened—this is more emotional than analytical. Most messages contain at least two of these three components. The listener must identify experiential, cognitive, and affective components and then decide which of these components to respond to. He or she also has to decide whether to respond with reflection or with some other listening technique.
As an example, let us break the following statement into its three component parts.
Ankit: Sometimes only luck saves us. Today, while driving to my office, I happened to get delayed, and, therefore, I reached the office parking lot just after the blast.
Here, I may point out that many of you may not agree with Ankit’s sentiment ‘sometimes, only luck saves us’. It is indeed hard to differentiate between thoughts and feelings. Many times, we use the expression ‘I feel’ to convey what we think about someone. For example, we might say ‘I feel he is a good person’. In fact, this is a thought, not a feeling that we are talking about.
We can now see that the listener should respond to all the components of the message: the experiential, the cognitive, and the affective. Of course, all the three parts may not always be present in a message. But whenever the affective component is present, the listener must respond reflectively to it because this part communicates the speaker’s feelings and is therefore most important from the speaker’s point of view.
Now, assuming yourself to be a listener, analyse the following conversation and try to respond reflectively to the speaker’s message.
Abhishekh: I mostly go out for an evening walk with Juhi, but this evening when I reached her house, she had already left. She knew that I was on my way to her place. She is really so inconsiderate.
To respond to Abhishekh, first break the statement into the following three components:
In your response, you may repeat the gist of the event, but you should reflect on the affective part by restating it completely. You can therefore respond by saying: ‘You were delayed on your way to her place, but Juhi should have waited for you’. Another possible response is: ‘You were late. But Juhi’s going out without you must really be so irritating’.
A clarifying response is more refined than a reflective response. The clarifying listener tries to understand the thoughts and feelings of the speaker by placing/projecting himself or herself in the speaker’s situation. Such a listener ‘assumes the internal frame of reference of the speaker’ according to Long. It is important to note that clarifying listeners do not identify their own experiences with the speaker’s. Instead, they focus and elaborate on the speaker’s thoughts and feelings.
The clarifying listener tries to understand the thoughts and feelings of the speaker by placing/projecting himself or herself in the speaker’s situation. Such a listener ‘assumes the internal frame of reference of the speaker’.
The reflective listener repeats the content of the message, whereas the clarifying listener ‘amplifies the stimulus statement’ by elaborating on the unstated thoughts and feelings underlying the speaker’s expression. Both what is said as well as what is left unsaid (but is implied by non-verbal body language) are together analysed to understand the finer workings of the speaker’s mind.
According to Long, clarifying listeners integrate verbal and non-verbal messages to gain a full understanding of the message and bring into focus and ‘attend to details of the communication that might otherwise go unnoticed’. In clarifying what the speaker has told them, they expand on both the feeling and content expressed by the speaker. Many times speakers may not be aware of the full meaning of their statements. Clarifying listeners help speakers better understand themselves.
A clarifying response responds to what is not said as well as what is said. Clarifying listeners amplify and elaborate on the comments of the speaker. They add deeper feeling and meaning to the expressions of the speaker by responding to his or her underlying thoughts and feelings.
Some of the words in this elaboration may need to be explained. Let us see how Longman Dictionary of Contemporary English defines these terms. Amplify means ‘to explain something that you have said by giving more information about it’. Elaborate means ‘to give more details or new information about something’. Clarify means ‘to make something clearer or easier to understand’.
The focus of clarification is on the speaker. The listener is engaged in interpreting the speaker’s feelings and thoughts, which may remain incomplete or unexpressed. It should be noted that the clarifying listener adds no new information to the speaker’s statement. The listener’s comments expand—but do not interpret—what has been said. Clarification is done in terms of the speaker’s thoughts and feelings. It starts by referring to the speaker. For example, it could begin with phrases such as ‘It seems you…’ or ‘Perhaps you feel…’. The exercise of clarification is done with the purpose of helping the speaker understand his or her own feelings more fully.
According to Long, an interpretative listener on the other hand adds ‘new content and feelings to the expressions of the speaker—content and feelings that are not contained in the previous expressions of the speaker but are based on the listener’s projections concerning the speaker as a person’4. Interpretations are based on the listener’s knowledge of the speaker, on the ways human beings act in similar situations, or on the listener’s personal biases and opinions, with which the speaker may or may not agree. Incorrect interpretation shows lack of understanding on the part of the listener. To be helpful as a listener, one should first listen to what is said and not ask why it is said. The listener should develop the ability to clarify rather than interpret what others say to be able to respond successfully.
Consider the following example:
Divya: I do not like oral reports. May I submit a written report, instead?
Mr Chakrapani: I know speaking before the whole class is difficult. You feel nervous. It seems everyone is looking at you and you become self-conscious.
Mr Chakrapani responds to Divya in a clarifying way. He focuses on her and her feelings. He gives his response in terms of Divya. He projects himself in the situation and feels what she feels. He uses the phrase ‘You feel…’, which communicates empathy. Finally, he amplifies her dislike of oral reports by bringing in her feeling of nervousness in standing before the whole class. Of course, this amplification is based on what Mr Chakrapani assumes about Divya’s preference for a written report. And it may not be absolutely true. She may also be thinking that a written report could result in a better grade. One can be certain about the correctness of his clarification only when Divya nods ‘yes’ in response to Mr Chakrapani.
Now, here is an example of interpretive listening:
Divya: ‘I do not like oral reports. May I submit a written report, instead’?
Mr Chakrapani: ‘I know it’s easy to get a report written by a senior and submit it’.
Mr Chakrapani responds to Divya’s statement not in not in terms of what is said, but in terms of what he believes or knows about the practice of submitting reports. His listening is conditioned by his knowledge/information about student practices that Divya may not be aware of. In this case, the listener responds to what he assumes, not what he hears.
It is most important to understand the feelings in a message. Even the speaker may find it difficult to express his or her feelings properly and fully. The listener should help the speaker express his or her feelings more freely. This can be done by amplifying the speaker’s feelings, which may be implied and not openly expressed. By listening to verbal expressions and non-verbal clues, the clarifying listener can get an idea of the problem that is bothering the speaker. The listener puts together the clues provided by the speaker’s tone, choice of words, pace of speaking, and intonation pattern to sense the underlying feelings of the message. Non-verbal clues such as gestures, facial expressions, body movement, and eye contact and movement, in combination with verbal clues, affirm the unsaid feelings and thoughts of the speaker. The clarifying listener then conveys to the speaker that he or she has recognized the feelings and thoughts he or she has not openly shared. This encourages the speaker to open up and talk about suppressed feelings and thoughts.
To understand clarification further, let us analyse the expressed and implied feelings in the following statement:
Monica: Of late, I have started feeling very distant from my family. I am unable to talk with anyone. I do not know what has gone wrong. Even when I talk to my brother or sister, I feel as if I am talking to some unknown person.
Expressed feeling: Feeling of distance
Implied feelings: Loneliness, worry, and anxiety about the loss of family ties and closeness
Now analyse the following statement for the speaker’s expressed and implied thoughts:
Surbhi: I tried hard to become the Indian Idol. I thought as a singer I was as good as anyone else. But, in the finals when I heard the other contestants, I realized I could not make it.
Expressed thought: I thought as a singer I was as good as anyone else
Implied thought: I did not estimate my singing ability correctly
We have now discussed some of the characteristics that help a speaker express his or her thoughts and feelings freely. Broadly speaking, a good clarification response has the following characteristics:
To test your understanding, choose which of Meera’s responses to Nidhi is a clarifying response and give reasons for rejecting the other three responses.
Nidhi: I have lot of problems with my finance professor. She does not like me. Can you do something about this?
Meera:
If you chose D as the clarifying response, you are correct. Here are the reasons for rejecting statements A, B, and C as clarifying responses. Response A does not reflect a deeper understanding of the problem of personal relationships in professional settings. Nor does it identify Nidhi’s fear of not getting a good grade. Instead, it seeks to know more about her professor. Response B just reflects the feelings of the original statement; it does not amplify them or help Meera understand her feelings better. Response C is an example of the listener identifying with the speaker’s experience. A clarifying response, however, should focus on Nidhi’s experience and her feelings about it. Response D, on the other hand, is a correct clarifying response. In this response, Meera focuses on Nidhi’s worries and concerns about her relationship with her professor and her grade in the course. Nidhi did not directly state these concerns, but Meera perceives them as fears hidden in Nidhi’s mind. The original statement talks only of the teacher’s dislike of Nidhi and asks for some help in this regard. Meera elaborates on this and helps Nidhi understand her worry more clearly. The speaker can get a lot of satisfaction and fulfillment from knowing that he or she has been heard, understood, and accepted by someone.
There are times when teachers are too busy to listen to their students’ difficulties. Students find them preparing the next day’s lecture, correcting scripts, or discussing college problems with other teachers.
Geeta, a BBA student, finds herself approaching her program coordinator, who seldom encourages students to discuss their personal problems or any course-related questions or concerns. The teacher brushes her off saying she is too busy.
Geeta: Madam?
Ms Srivastava: Yes?
Geeta: Can I talk to you just for a minute? I need your help.
Ms Srivastava: Not now, Geeta. I am marking papers.
Geeta: Can I see you after my class, please?
Ms Srivastava: Not today. I have to attend the faculty meeting and then I have to prepare tomorrow’s lecture. And I also have to enter these marks in the grades sheet. Today, I am too busy. Why don’t you go to Rita madam?
Geeta: Madam, I had actually first gone to Rita madam. She also told me she was not free. She was very busy with the college’s Annual Day function preparations.
Ms Srivastava: Yes, Geeta, we all are very busy till the end of this month.
Identify the nature of listening/responding given in the example below and give reasons for your choice:
Gaurav: I don’t believe I can complete this project report. I’m so frustrated. I have no background information.
Prasant: You feel discouraged because you feel you do not have the skills to write the project report.
Prasant’s response is:
From among the given options, choose the most appropriate answer:*
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