PERSONALITY DEVELOPMENT AND COMMUNICATION

Communication is
1) the activity or process of sharing or exchanging ideas, feelings, information, experience
between two or more persons;
2) an act or instance of transmitting;
3) the information actually communicated by some means.

Definitions of communication:
1) The Oxford English Dictionary defines communication as “the action of conveying or
exchanging information and ideas.”
2) Peter Little defines communication as “the process by which information is transmitted
between individuals and or organizations so that an understanding response results.”
3) Allen Lui (Louis) defines communication as “ Communication is the sum of all the things
one person does when he wants to create understanding in the mind of another. It is a bridge of
meaning. It involves a systematic process of telling, listening, understanding and responding.”
4) Keith Davis defines communication as “Communication is the transfer of information
and understanding from one person to another.”

Need for Communication:

William G. Scott defines business communication as “Administrative communication is a process
which involves the transmission and accurate replication of ideas ensured by feedback for the
purpose of eliciting actions which will accomplish organizational goals.” The last definition
covers 4 aspects of administrative communication, as follows:
1) The sender’s ability to transmit his own ideas accurately.

2) The receiver’s mental ability to get the same idea as were transmitted i.e. accurate
replication.
3) The feedback or the receiver’s response.

4) Eliciting action which will help to achieve the goals.

The process of communication involves a series of stages:

1) An idea arises in the mind of the sender, which he wants to share.

2) The sender encodes the idea in the form of a ‘message’.

3) The sender chooses some medium / channel to put across the message.

4) The receiver receives the message.

5) The receiver decodes – absorbs, understands, interprets the message.

6) The receiver sends feedback or his response.

The components or elements of the communication process are as follows:

1) The sender or the communicator

2) The message

3) Encoding

4) The medium / channel

5) The receiver

6) Decoding

7) Feedback

Importance of feedback in the process of communication-

Effective feedback, both positive and negative, is very helpful. Feedback is valuable information
that will be used to make important decisions.
Feedback plays an important part in the communication process, because it is desired and
expected by both the sender‘ and the receiver‘. The sender‘ wants to know whether and how
his =message‘ has been received, and the =receiver‘, either consciously or unconsciously, usually
provides a sign indicating that he has received the message.
It should be noted that feedback may be positive or negative. Positive feedback indicates to the
sender the fact that his message has been received, understood, and accepted; and that he can
proceed to the next point. Negative feedback tells the sender that his message has not been
properly understood. It, therefore, functions as a corrective, as it makes the =sender‘ realize the
defects or flaws in his manner of encoding. He will, therefore, have to encode the same
message in a different way, so as to enable the =receiver‘ to understand it.
Feedback may be immediate or delayed. In the case of interpersonal communication it is quick,
as the sender is able to observe the response/reaction (e.g. a smile, nod, frown etc.) when he is
conveying the message. He can also guess whether the =receiver‘ agrees or disagrees with him.
However, in the case of a letter, feedback may be delayed as the =receiver‘ will take time to
reply.
Sometimes, feedback is obtained indirectly, by observing the subsequent change of behaviour
on the part of the =receiver‘.
Feedback is very important in business. It is important for the businessperson to know whether
his/her clients and customers are satisfied with the products and services, or whether s/he
needs to make changes. Feedback from employees is also necessary to improve the
performance of an organization.

The diagrammatical representation of the communication process can be shown as follows:

Sender Channel / Medium Receiver

How to achieve effective communication:

1) Communicate for a purpose

2) Compose message with care
3) Study the receiver
4) Select appropriate medium
5) Provide feedback
6) Act promptly on receiving feedback.

Benefits of effective communication:

1. Healthy relations
2. Better performance
3. High morale
4. Good image unity
5. Reaching final goals
6. Smooth functioning
7. Greater efficiency
8. Higher productivity
9. Effective decision-making
10. Co-operation & Co-ordination
` ` ` `` `
Methods & Modes of Communication

Methods – Verbal & Non verbal

Media – Telephone, Fax, Computer, Internet.
Methods Modes

Verbal Non-verbal Electronics

Oral Written Body language Silence Fax

Face-to-face Letters Facial Signs Computers

expressions
Telephone Memos Gestures Postures Internet

Notices Posters Colours E-mail

Circulars Dress & Maps

grooming
Reports Proxemics Graphs &
Charts

Verbal Communication: Verbal communication is communication by means of spoken

words. Principles of verbal communications:
1. Know your objective
2. Know your audience
3. Know your subject
4. Know how to use your voice
5. Know how to use body language
6. Know when to stop

Advantages:
1. Its direct & time saving 2. It saves money
3. It conveys the exact meaning of words 4. It provides immediate feedback

5. It is more persuasive in nature 6. On-the-spot additions, deletions and

corrections are possible
 7. Confidential messages can be 8. It is informal and friendlier
communicated
9. Develop relations 10. Motivates the speaker.

Disadvantages:
1. It lacks legal validity 2. Possibility of misunderstanding
3. It lacks accountability 4. Problem of retention
5. The need for good speaking skills 6. Not always effective
7. Lacks planning 8. Diversion of subject matter

Face-to-face communication
Advantages Disadvantages
1. Combination of verbal & non-verbal 1. Difficult to practice in large organizations
factors
2. Immediate feedback possible 2. Not effective if the receiver does not pay
attention
3. Modifications while delivering the 3. Not effective in large gatherings
message is possible
4. Particularly suitable for discussions

Written communication: Written communication is the expression of language by means of

visible signs.
Advantages Disadvantage
1. Reference 1. Time, trouble & expenses
2. Permanent record 2. Feedback is slow
3. Legal validity 3. Problem of storage
4. Aids memory & retention 4. Lacks friendliness
5. Accurate & organized 5. Unsuited to countries where illiteracy rate is
high
6. Fixing responsibility 6. Problem of instant clarification
7. Wider reach 7. Problem of writers
8. Goodwill 8. Problem of communicating secret
information
9. Less chances of misunderstanding
10. Suitable for lengthy messages
 11. Corporate image

Non-verbal Communication:
Communication is the transfer of information from one person to another. Most of us spend
about 75 percent of our waking hours communicating our knowledge, thoughts, and ideas to
others. However, most of us fail to realize that a great deal of our communication is of a
nonverbal form as opposed to the oral and written forms.
Nonverbal communication includes facial expressions, eye contact, tone of voice, body posture
and motions, and positioning within groups. It may also include the way we wear our clothes or
the silence we keep.

In person-to-person communications our messages are sent on two levels simultaneously. If the
nonverbal cues and the spoken message are incongruous, the flow of communication is hindered.
Right or wrong, the receiver of the communication tends to base the intentions of the sender on
the non- verbal cues he receives.

Categories and Features

G. W. Porter divides non-verbal communication into four broad categories:

Physical. This is the personal type of communication. It includes facial expressions, tone of
voice, sense of touch, sense of smell, and body motions.

Aesthetic. This is the type of communication that takes place through creative expressions:
playing instrumental music, dancing, painting and sculpturing.

Signs. This is the mechanical type of communication, which includes the use of signal flags, the
21-gun salute, horns, and sirens.

Symbolic. This is the type of communication that makes use of religious, status, or egobuilding
symbols.

Our concern here will be with what Porter has called the physical method of non-verbal
communication.

Knowledge of non-verbal communication is important managers who serve as leaders of

organizational "teams," for at least two reasons:

• To function effectively as a team leader the manager must interact with the other
members successfully. Non-verbal cues, when interpreted correctly, provide him with one
means to do so.
 • The team members project attitudes and feelings through non-verbal communication.
Some personal needs such as approval, growth, achievement, and recognition may be met
in effective teams. The extent to which these needs are met is closely related to how
perceptive the team leader and team members are to non-verbal communication in
themselves and in others on the team.

If the team members show a true awareness to non-verbal cues, the organization will
have a better chance to succeed, for it will be an open, honest, and confronting unit. Argyle and
his associates have been studying the features of nonverbal communication that provide
information to managers and their team members.
Non verbal communication is indirect, without words or without verbal messages. Non verbal
communication constitutes 45% of the impact of message in oral communication. The major
elements of non-verbal communication can be divided into body language (Kinesics), vocal tone,
space & proximics, dress & grooming etc.

1. Eye contact is a direct and powerful form of non-verbal communication. The superior in
the organization generally maintains eye contact longer than the subordinate. The direct
stare of the sender of the message conveys candor and openness. It elicits a feeling of
trust. Downward glances are generally associated with modesty. Eyes rolled upward are
associated with fatigue.
2. Facial Expressions :A smile, frown, raised eyebrow, yawn, and sneer all convey
information. Facial expressions continually change during interaction and are monitored
constantly by the recipient. There is evidence that the meaning of these expressions may
be similar across cultures.
3. Gestures : One of the most frequently observed, but least understood, cues is a hand
movement. Most people use hand movements regularly when talking. While some
gestures (e.g., a clenched fist) have universal meanings, most of the others are
individually learned and idiosyncratic.

A gesture is an action of body , hand or head, which conveys a message. Eg: yes, no,
Namaste, wait.

a. Communicating information: eg: ‗V‘ sign, pointing finger etc.

b. Communicating information : eg: clapping indicates appreciation, fist- clenching
shows aggression, face touching shows anxiety
c. Supports speech
d. Expressing self image
4. Posture: The way we stand or sit, the position of the hand & head, basically how we
carry ourselves. Eg. Hunched shoulders show low confidence, in emergency a person
tends to sit on the edge of a chair. Posture can be used to determine a participant‘s
 degree of attention or involvement, the difference in status between communicators, and
the level of fondness a person has for the other communicator. Studies investigating the
impact of posture on interpersonal relationships suggest that mirror-image congruent
postures, where one person‘s left side is parallel to the other‘s right side, leads to
favorable perception of communicators and positive speech; a person who displays a
forward lean or a decrease in a backwards lean also signify positive sentiment during
communication. Posture is understood through such indicators as direction of lean, body
orientation, arm position, and body openness.

5. Dress & grooming : Uniforms have both a functional and a communicative purpose.
This man's clothes identify him as male and a police officer; his badges and shoulder
sleeve insignia give information about his job and rank. Elements such as physique,
height, weight, hair, skin color, gender, odors, and clothing send nonverbal messages
during interaction.

6. Proxemics: Proxemics is the study of how people use and perceive the physical space
around them. The space between the sender and the receiver of a message influences the
way the message is interpreted. The perception and use of space varies significantly
across cultures and different settings within cultures. Space in nonverbal communication
may be divided into four main categories: intimate, social, personal, and public space.

7. Paralanguage: Includes pitch, volume, intonation etc. The tone of voice, rate of speech,
pause, accent can not only communicate but alter the meaning significantly. Researchers
have found that the tone, pitch, quality of voice, and rate of speaking convey emotions
that can be accurately judged regardless of the content of the message. The important
thing to gain from this is that the voice is important, not just as the conveyor of the
message, but as a complement to the message. As a communicator you should be
sensitive to the influence of tone, pitch, and quality of your voice on the interpretation of
your message by the receiver.

8. Silence as a Mode of Communication

Silence can be a positive or negative influence in the communications process. It can provide
a link between messages or sever relationships. It can create tension and uneasiness or create
a peaceful situation. Silence can also be judgmental by indicating favor or disfavor -
agreement or disagreement.
For example, suppose a manager finds a couple of his staff members resting. If he believes
these staff members are basically lazy, the idleness conveys to him that they are "goofing
off" and should be given additional assignments.
 If he believes these staff members are self-motivated and good workers, the idleness conveys
to him that they are taking a well-deserved "break."
If he is personally insecure, the idleness conveys to him that they are threatening his
authority.

Visual & Auditory Signs & Signals: The word sign has been derived from the latin word
signum which means mark. Signs eg. Plus, minus, multiplication, divisions, can be used in
chemistry, maths, music, road signs etc. Auditory signs includes door bell, college bell,
ambulance siren etc.

Value of Time :
Time can be an indicator of status. How long will you give the staff member who wishes
to speak to you? How long will you make him wait to see you? Do you maintain a
schedule? Is your schedule such that your subordinates must arrange their schedules to suit
yours? In a healthy organization, the manager and his subordinates use time to
communicate their mutual respect to each other.
 Barriers to communication
The word barrier means an obstacle, a hindrance or simply a problem that comes in a way of
transmission of a message and blocks the process, either completely or partially.

Different types of barriers are as follows:

1. Physical or environmental barriers:

a. Noise - The noise created by external factors like traffic, playing of loud music,
trains and airplanes, or by crowds of people, affects our communication.
b. Time & distance - Time becomes a physical barrier when people have to
communicate across different time zones in different countries. The physical
distance between people who need to communicate can also cause problems
because it does not allow oral or face-to-face communication.
c. Defects in communication system – Mechanical problems and defects in
instruments of communication also create physical barriers, as in a faulty fax
machine or typewriter. Similarly, a computer that hangs, or a dead telephone line
can lead to non-transmission of messages. eg. No range in mobile, technical
problem in mike or speakers.
d. Wrong selection of medium – The sender selects the medium which is not
familiar to the receiver.
e. Physiological defects like stammering, hearing defects, mumbling while speaking
etc.
2. Language or Semantic barriers:
Language is the main medium of communication and words are its tools. Language proves
to be a barrier at diferent levels, such as semantic (meaning), syntactic (grammar),
phonological (pronunciation, intonation, pitch etc.) and finally linguistic (across
languages) Thus, language barriers can arise in different ways:
a. Jargon or unfamiliar terminology - There are some special terms or technical
words used by people belonging to a certain group or field of work such as
doctors, lawyers, computer software engineers or college students. They use
words which are their own, specialised jargon which cannot be understood by
anyone outside their group.
b. Difference in language – Unfamiliar language becomes a barrier when people do
not know each other‗s language. This barrier can be overcome by using a
 common medium of communication, as in a classroom. Translation is also an
important way of overcoming this barrier.
c. Words are of two kinds: extensional and intentional words. Extensional words are
clear in their meaning and therefore do not create barriers – such as words like
boy, chair, garden etc. Intentional words are words that describe and they can be
understood differently by different people, according to the meaning that a person
gives to the word. Thus good, bad, beautiful are intentional words, and a simple
sentence like she is a good girl. can create confusion because the meaning of the
word ‗good‘ is unclear.
d. Sometimes, the same word is used in different contexts, giving rise totally
different meanings. A word like =hard‗, for example can be used in different
ways: hard chair, hard-hearted, hard drink, having a hard time – all these use the
same word but the meanings are different.
e. Barriers can be created when we come across words, which have the same sound
when pronounced, but which mean very different things. Examples: words like
fair and fare; bear and bare; council and counsel.

3. Psychological barriers:

Psyche means mind. Psychological barriers are created in the mind. Communication is a
mental activity and its aim is to create understanding. But the human mind is complex
and not all communication can result in understanding. There are several kinds of
psychological barriers which can come in the way of understanding.

(a) Emotions: Emotions are among the most common psychological barriers to
communication. The emotion may be connected to the communication received or it
may be present in the sender‗s or receiver‗s mind, even before the communication takes
place. In both cases, it acts as a barrier. Emotions can be positive, like happiness and joy,
or negative, like fear, anger, mistrust etc. Both positive and negative emotions act as
barriers, if they are not kept in check.

(b) Prejudice: A prejudice is an opinion held by a person for which there is no rational
basis or valid reason. It can be against something or someone, or in favour of it, but it
becomes a barrier to a meaningful communication. Prejudices are based on ignorance and
lack of information, e.g., prejudices about certain communities or groups of people.

(c) Halo effect: Sometimes our reactions to people are not balanced or objective; they
are of an extreme nature. Either we like a person so much that we can find no
shortcomings in her/him, or we dislike someone so much that we can see nothing good in
her/him. In both cases, we commit errors of judgment and fail to understand the person.
 (d) Self-image or different perceptions: Every person has in her/his mind a certain
image of herself/himself. S/he thinks of herself/himself in a certain way. This is their
perception of themselves, their self-image. One‗s self-image is the product of one‗s
heredity, one‗s environment and one‗s experiences, and thus every person‗s self-image
is unique and different from the others. Self-image can create a barrier because we accept
communication which is compatible with our self-image. We avoid or reject
communication, which goes against our perception of ourselves.

(e) Closed Mind: A closed mind is one which refuses to accept an idea or opinion on
a subject, because it is different from his idea. Such persons form their opinion on a
subject, and then refuse to listen to anyone who has something different to say about it. A
closed mind may be the result of some past experience or just habit. It is very difficult to
remove this psychological barrier.

(f) Status: Status refers to rank or position. It could be economic, social or

professional status. In any organisation, hierarchy creates differences in rank, and this is a
normal situation. Thus, status by itself does not cause barriers; but when a person
becomes too conscious of his status, whether high or low, then status becomes a barrier.
For instance, in a business organisation, a senior executive who is unduly conscious of
his seniority will not communicate properly with his juniors, and will refrain from giving
them the required
information. Similarly, if a junior is acutely conscious of his junior status, he will avoid
communicating with his seniors, even when it is necessary

(g) Inattentiveness and Impatience: Sometimes the receiver may not pay attention to
the sender‗s message, or he may be too impatient to hear the message fully and properly.
Such barriers are common in oral communication.

Overcoming psychological barriers:

1. Adopt flexible and open-minded attitude
2. Training of listening skills
3. Exposure to different environment, views will help to broaden outlook
4. Listening with empathy helps in making oneself more adapting to other‘s
perceptions.

4. Cross-cultural barriers: Mary Allen Guffey defines communication as ,‖the complex

system of values, traits, morals and customs shared by a society.‖
Cultural diversity within a country, and cultural differences between people from
different countries, are a major cause of barriers. This is because people are conditioned
by their cultures, and they develop certain habits of working, communicating, eating,
dressing etc. according to their cultural conditioning. They find it difficult to get through
to people who come from an alien culture, and who have different habits. A simple thing
like a greeting to welcome a person is vastly different in India from a greeting in, for
example, an Arab country, or in Japan. Food and dress habits of a different culture can
make a person uncomfortable. Concepts of space and time are also different across
cultures; for example,
Indians do not mind sitting close to each other and sharing space in offices or in public
places. However, a European would not be able to tolerate such intrusive behaviour.
Similarly, people who come from a culture where time is very valuable will be impatient
with those who come from a culture with an easygoing attitude towards time, where
everything is done in a slow, unhurried way.
a. Cultural diversity
b. Time
c. Space
d. Food
e. Manners
f. Decision making

Overcoming Barriers :
Barriers disrupt communication and interfere with understanding. They must be
overcome if communication has to be effective.

Physical barriers are comparatively easier to overcome. The use of loudspeakers and
microphones can remove the barriers of noise and distance in crowded places like
railway stations. Traffic signals and non-verbal gestures of the traffic policeman remove
physical barriers on the roads. Technological advancement has helped in reducing the
communication gap arising due to time and distance .It is possible to make an alternative
arrangement, should the technological instruments fail. A back-up plan helps in tidying
over any snag.

Language or Semantic Barriers can be overcome if the sender and the receiver choose
a language which both of them understand very well. Help from a translator or an
interpreter also helps in overcoming the language barrier. Exposure to the target
language and training oneself in the acquisition of skills of the given language too help in
overcoming the language barrier. Language barriers can be avoided by careful study and
accurate use of language. Clarity should be the main objective when using language.
Jargon should be avoided.
Psychological barriers, as also cross-cultural barriers are difficult to overcome, as
they are difficult to identify and even more difficult to address. Even these can be
avoided or reduced by adopting a flexible and open-minded attitude. The ultimate aim is
to build bridges of understanding between people – that is the main aim of
communication. Training oneself to listen to different views , exposing oneself to
different environments help in broadening one‗s outlook and cultivating tolerance to
multiple views. Teaching oneself to listen with empathy helps in making oneself more
open to others ‗perceptions.
While dealing with psychological or cross-cultural barriers the sender
should make it a point to–
(i) Use language that is politically neutral and correct.
(ii) Present views in simple and objective manner
(iii) Focus on the objective of communication
 Listening
Importance of listening

1. Listening is the first means of acquiring information

2. Listening is the first means of learning new language
3. Helps to solve problems
4. Helps in framing plans and policies
5. Helps to share information
6. Helps in decision-making
7. Helps to know organization
8. Develops better relations
9. Provides encouragement

Nature of listening process:

Listening is such a routine activity that most people do not even realize that they are poor
listeners, and are, therefore, in need of developing their listening skills. Others may feel that
listening is a very difficult task, perhaps, next to impossible to achieve. But the truth is that good
listening habits can be cultivated, and with practice, much can be achieved. Understanding the
complex process of listening, itself, may help people become good listeners. Listening involves
the following inter-related steps in sequential order:

Receiving-----Attending-----Interpreting-----Remembering-----Evaluating-----Responding

. Receiving: This is a kind of physiological process. The sounds impinge on the listener‗s ear. It
is only when he takes these in that he can go further in the process of getting at the meaning.
. Attending: The listener has to focus his attention on the .message. to the exclusion of all other
sounds that may be present in the immediate surroundings.
. Interpreting: The sounds have to be interpreted, that is, the listener tries to understand the
message that is being put across against the background of his own values, beliefs, ideas,
expectations, needs, experience and background — and, of course, taking into account the
speaker‗s viewpoint.

. Remembering: This involves storing the message for future reference.

. Evaluating: The listener makes a critical analysis of the information received, judging whether
the message makes sense while separating fact from opinion.

. Responding: The listener gives a verbal or nonverbal response, and takes action accordingly.

Barriers to listening:

1. Distractions
a. Semantic - The listener is confused about the actual meaning of a word, as the
word has different meanings.
b. Physical - This occurs when, for eg., the air-conditioning system or microphones
fail; or there is noise in the surroundings; or, someone is constantly tapping on the
table with his fingers.
c. Mental - This occurs when the listener makes himself the central character of his
daydreams and forgets the speaker.
2. Faking attention or pretending to listen –
This usually happens when the message consists of material of a difficult or uninteresting
nature. The listener may not want to bother to understand the message. Sometimes this
may happen when he is critical of the speaker‗s looks, style of speaking, or mannerisms.
3. Defensive listening – This kind of listening takes place when the speaker‗s views
challenge the listener‗s beliefs.
4. Prejudice – The listener‗s bias, negative attitude, preconceived notions, fears, or stress
adversely affect listening.
5. Constant focus on self - A person‗s ego may also adversely affect his listening. The
Roman playwright, Terence, reveals this aspect of human nature when he says: .My
closest relation is myself. A person may believe that he knows everything that the
speaker is talking about and, therefore, does not need to listen.
 6. Information overload - The listener may be exposed to too many words or points and,
therefore, be unable to take in everything. He should learn how to pick up the important
ones, and discard the rest.
7. The thinking-speaking rate - The speaking rate is 125 – 150 words per minute, whereas
the thinking rate is 400 words per minute. So the listener‗s mind is moving much faster
than the speaker is able to speak. The extra, intervening time, before the speaker arrives
at his next point, is usually spent in shifting one‗s mental focus, or in day dreaming.
8. Short attention span - The natural attention span for human beings is short. This is not
easy to rectify, except for making a special effort to concentrate and prolong one‗s
attention span.

Listening strategies:

1. Preparation for listening –

The environment must be made conducive to listening. Noise and disturbance can be
kept out by closing doors, or using a soundproof room. Suitable arrangements for
microphones and stationery should be made in advance. Interruptions must be
prevented. By these means, the physical barriers can be eliminated, and the listener can
focus his attention on the speaker.
2. Background knowledge –
The listener should train himself to listen intelligently, bearing in mind the speaker, the
topic and the situation.
3. Re-organize the material in mind –
The listener should be able to recognize patterns used by the speaker, and should be able
to identify the main / central point, and supporting points; s/he should reorganize the
material in his mind according to certain headings so as to facilitate recall.
4. Focusing on the speaker‘s matter than manner –
The listener should not be prejudiced by the personal or behavioural traits of the speaker
or his style, but should focus on the content, intent, and argument of the message.
5. Listening actively –
Listening actively also involves being considerate to the speaker and empathising with
him. By adopting an alert listening pose, the listener puts the speaker at his ease and
places him in a better position to formulate and express his ideas. The listener should
have a positive attitude towards a talk, believing that in every talk there is always at least
one point or idea that will be of value and special significance to him.
6. Listen with complete concentration –
The listener should learn to differentiate between argument and evidence; idea and
example; fact and opinion. He should attempt to pick out and paraphrase the important
points while disregarding unimportant ones.
7. Interaction –
a. Do not interrupt - Allow the speaker to finish what he is saying before you begin
to talk.
b. Do not disturb the speaker by indulging in some undesirable form of activity, like
talking to the person next to you, looking at your watch, or walking out, or
appearing uninterested or distracted.
c. Do not contradict the speaker
d. Do not let your mind move on to anticipate what is going to be said next – just
listen carefully to what the speaker is actually saying. If you are busy planning
your replies, you are likely to miss important points, and make irrelevant or stupid
statements.
e. Adopt an open-minded attitude –
Be open to new ideas, ask questions, seeking clarification of meaning, ideas, and
thoughts; or to gather additional information, or to direct the flow of the
conversation.
f. Avoid passing comments or making remarks when the speaker is speaking
g. Do not let your mind indulge in some other activity
h. Only one person should speak at one time.
8. Patience –
Do not get restless or impatient. Be careful not to lose your temper.
9. Motivation –
The experience of listening is more rewarding if the listener is motivated and interested.
Confidence and trust in the speaker are necessary.
10. Provide positive feedback –
By maintaining eye contact, using proper facial expressions, nodding from time to time,
leaning forward, and so on, you put the speaker at his ease, encourage him and thus
enable him to give of his best.
11. Listen for vocal & no-verbal cues –
By noting the speaker‗s tone of voice or facial expressions, it is possible to get at his
meaning more effectively. Pay attention to what the speaker says as much as to what he
leaves unsaid.
12. Make good use of the time gap between speaking and thinking –
Spend this =extra‗ time reflecting on what the speaker is saying. You could even jot
down points or make brief notes on selected topics. Make a kind of mental summary, and
evaluate what is being said. You may anticipate what the speaker is going to say next, but
it is necessary to listen carefully to find out whether it is exactly what you expected or
 whether there is some difference. If there is a difference, it is important to consider what
the difference is, and the reason for it.
13. Introspection –
The listener must honestly examine his existing listening habits, and consider whether he
can improve upon them.
14. Practicing listening skills –
Train yourself to use your listening skills every time you have occasion to listen. Do not
abandon the task of listening, especially if you find it difficult. Listening is an act of the
will as much as a matter of habit. It depends on mental conditioning. Willingness to make
an effort, therefore, matters.
15. Adopting to different communication events –
Effective listening includes the ability to adapt to several communication events,
involving intercultural communication situations. The listener must be aware of factors
like culture, gender, race, status, etc., and not allow them to adversely affect his listening.
In this connection, tolerance, patience, and empathy are important.