LEADERSHIP

Meaning:

Leadership is the ability to build up confidence and zeal among people and to create an urge in
them tobe led. To be a successful leader, a manager must possess the qualities of foresight, drive,
initiative,self-confidence and personal integrity. Different situations may demand different types
of leadership.

Definition

According to Schein “Leadership is the ability to step outside the culture to start evolutionary
change processes that are more adaptive.”

IMPORTANCE OF LEADERSHIP

I. Motivating the employees

The first and foremost job of a leader is to motivate the employees. He combines people’s ability
with willingness and drive them to action.

ii. Facilitating the process of change

A leader has to convince the employees for organisational change. He needs to explain the need
and benefits of introducing change. Along with that he has to provide necessary support to carry
out the change smoothly.

iii. Building team spirit

A good leader is responsible for developing team spirit among employees. He imbibes a sense of
collective effort in the people and thus makes them work as a team. He makes them understand
that team work actually helps in achieving their individual goals.

iv. Confidence

A leader has to create confidence among the subordinates. Sometimes, the leader has to make
them realise their potentials and capabilities to achieve organizational goals. Also, he has to
provide them conducive environment for their individual growth.

v. Maintaining Discipline

Leaders exert their power and influence to ensure discipline in the organisation. They also make
sure that subordinates are adhering to the rules and regulations with commitment.
vi. Providing feedback

It is the duty of the leader to provide continuous feedback for their performance to his team
members. This is done to assure the organisational goals are met effectively and efficiently

CHARACTERISTICS OF A GOOD LEADER

[Link] Features: - A leader should have good health and physical fitness. Height, weight,
physique and stamina are significant for leadership. Physical and mental strength also help in
managing long hours of work.

2. Intelligence: - A leader is expected to have superior knowledge and expertise to handle

organisational issues. He should be able to identify the problematic areas and solve them. He
should possess scientific and logical abilities along technical competence.

3. Maturity: - A leader should possess a high level of emotional quotient. He should maintain
cool temperament. He should be highly tolerant. He should be open minded to accept new ideas.
He should be able to look at the things objectively.

4. Sense of Responsibility: - A leader should be prepared to take the responsibility for the
consequence of any decision he contemplates. He should be aware of the duties and
responsibilities related with the position he holds. Unit 6 : Leadership

5. Human Relations Attitude: - A good leader should develop friendly relations with his team
members. He should develop personal contact with them. He should be understanding. He
should often talk to his team members to understand and listen their problems at professional
and personal front. He should be able to provide solutions to their problems.

6. Inner Motivation: - Leaders should be personally motivated to accomplish the organisational

goals. This way he will be inspire his team to. He has to set example before his people. He
should be dependable.

7. Emotional Balance: - A leader must handle his emotions, particularly in crisis situations. He
should be balanced in all the situations. He should not be biased; he should act logically in his
actions. He should avoid demonstration of emotions like impatience, anger or hatred for any of
his subordinates.

8. Empathy: - The ability of a leader to visualise things from others’ point of view is known as
empathy. The manager must understand the needs and aspirations of his subordinates. These
days organisations are becoming people centric. That’s why empathy is regarded as an important
trait in leadership. Research has proved that managers who are empathetic promote better job
performance.
DIFFERENT TYPES OF LEADERSHIP

1. Democratic Leadership

A democratic leader makes decisions based on their team’s opinion and feedback. In simpler
words, they get everyone involved in the decision-making process.

However, this type of leadership cannot be used in the long run because of drawbacks like
losing the leader’s authority, debates, and miscommunication between team members. Here are
some scenarios in which you can adopt a democratic leadership style:

• New project that requires constant brainstorming

• Solve complex business problems
• Tight-knit or small organisations like start-ups, etc.

Here are some features of this leadership style

• Transparent conversations
• Everyone’s opinion counts
• Values collaboration and teamwork
• Encourages discussions

2. Autocratic Leadership

This is precisely the opposite of democratic leadership. The opinions of team members are not
considered while making any business decision. Instead, leaders expect others to adhere to their
decisions, which is not sustainable in the long run.

3. Laissez-faire Leadership

Laissez-faire means “let them do”. This leadership style is the least intrusive and ensures that the
decision-making authority lies with the team members.
This leadership style empowers team members and holds them accountable for their work. This
motivates many team members to put their best foot forward, improving the organisation’s
efficiency and productivity.

4. Strategic Leadership

Strategic leadership is when leaders use their skills and capabilities to help team members and
organisation achieve their long-term goals. Strategic leaders strive to get the best out of people
or situations.

Here are some unique traits of strategic leaders

• They are interested in the well-being of others

 • They are open-minded
• They are self-aware
• They are good at interpersonal communication

5. Transformational Leadership

Transformational leaders inspire others to achieve the unexpected. They aim to transform and
improve team members’ and organisations’ functions and capabilities by motivating and
encouraging them.

6. Transactional Leadership

This type of leadership is task-oriented, which means team members who meet the leader’s
expectations will be rewarded, and others will be punished. It is a prevalent leadership style
based on the action-and-reward concept.

7. Coach-Style Leadership

This leadership style focuses on identifying and nurturing a team member’s strengths and
weaknesses. A coaching leader develops strategies that emphasise team members’ success.
Though this is similar to strategic and democratic leadership styles, the focus here is more on the
individual.

8. Bureaucratic Leadership

This kind of leadership style sticks to the rules. For example, they might listen to their team
members’ opinions while deciding.

Here are some of the benefits of this type of leadership

• Lowers the risk of favouritism among team members

• Increases creativity for some employee
FUNDAMENTAL PRINCIPLE FOR EFFECTIVE COMMUNICATION AND
LEADERSHIP SKILLS

Develop a bond

Effective leadership is measured by the time a team takes to complete a task without any
friction, and good communication skills play an important role in that. It brings together the
team members to achieve desired results by clearly defining goals and responsibilities.
Meanwhile, lack of communication makes it tough to achieve goals and decreases productivity.

Builds trust

Trust binds a team together, and effective leader ensures that they undertake different activities
to build trust among their team members. Leaders clearly communicate the roles and
responsibilities of all team members in a project beforehand, avoiding confusion in the team and
promoting trust.

Active listening

A leader should be an active listener to become an effective communicator. They should know
when to stop talking and when to listen to their team members. By doing this, they gain the
employees’ trust, who then share their opinions, ideas, grievances, etc., with the leader. Active
listening also helps the leaders to understand their team better, therefore, listening skills are
equally important to communication skills for effective leadership.

Clarity

An effective communicator has a clarity of thought which transforms into the words they use to
instruct and interact with team members. They clearly define the goals to be fulfilled by team
members and monitor if the team has successfully completed the goal by the end of the
milestone. If the team members fail to meet the goals, effective leaders simplify goals to help
employees understand them.

Empathy

Empathy is believed to be the top leadership skill needed to successfully execute several
business functions. Therefore, leaders must acknowledge and be empathetic towards the perils
and adversities their employees face. If need be, they should put themselves in employees’ shoes
and make decisions that benefit them. In addition, an empathetic leader helps in keeping the
team together.
Ability to ask open-ended questions

Effective leaders push their team members to do their best, and in that process, they encourage
them to ask open-ended questions. It helps in developing a great bond between team members
and their leader. In addition, it helps leaders understand their employees’ motivation, thoughts,
and goals better.

Receiving and implementing feedback

Feedback helps leaders work on themselves; therefore, an effective leader doesn’t just listen to
feedback but also implements it. They also provide constant feedback to their team members to
improve their efficiency and productivity. This is one of the must-have skills besides possessing
effective communication skills for leadership.

Transparency

Transparency plays a crucial role in breaking down the communication barrier between leaders
and their teams. It is believed that many managers and executives hardly know anything about
their organization. As a result, they are unaware of the organization’s policies and goals, which
leads to low efficiency and productivity. By speaking openly about the company’s goals, a
leader builds trust between employees and themselves.

Body language

Possessing communication skills for effective leadership is not limited to words; non-verbal
action behaviour also plays an important role. It is believed that non-verbal cues are an
important part of effective communication skills. Therefore, a leader must work on their body
language and non-verbal cues while interacting with employees to ensure that their message is
rightly conveyed to the team members.

Put away distractions.

Improving your overall communication abilities means being fully present. Put away anything that
can distract you, like your phone. It shows others that you’re respectfully listening and helps you
respond thoughtfully to the conversation.

Be respectful.

Be aware of others' time and space when communicating with them. Thank them for their time,
keep presentations to within their set time limits, and deliver written communications, like email,
during reasonable hours.
Motivate
Encourage your team to participate and share their ideas because this will help them become
personally invested in their work and the work of the company. Motivation will spread to others
around them.
Practice communication skills
It’s crucial to practice delivery of high-impact messages, so that they are memorable and motivating.
Good communication skills do not come naturally for most people. Many people, including business
leaders and managers, need to practice repeatedly in order to improve their skills’
Confidence
You must be confident in your communication - your employees need to believe you and sounding
doubtful and negative will have the opposite effect. By sounding enthusiastic and confident your
team will feel more motivated.
Use storytelling
Telling stories helps create meaning and can be shared among colleagues. It’s also much more
memorable. You can also learn a lot by listening to employees stories, such as any concerns or issues
they are struggling with.
Be consistent
Leaders should want to be recognised for more than their hard work - they should want to recognised
as being fair. Employees don't want a leader whose moods and attitude are inconsistent, they don't
want to be constantly afraid of provoking a mood swing.
 VERBAL AND NON – VERBAL COMMUNICATION
Meaning of Verbal and Non-Verbal Communication
Verbal and non-verbal are two important modes of communication process which enable people
in sharing ideas, thought and information among each other. The process of communication is
one that makes it possible for transmitting the message from sender to recipient. Sender is a
person who start the communication by designing and sending the message. Whereas, recipient
is the one who ends it by reading the message and providing feedback to sender.
Communication process is quite complex involving a series of steps that need to be followed in
right sequence for effective results. It is a continuous and on-going process of listening, telling
and understanding.

Verbal mode is one which encompasses both oral and written communication and involve use of
words. Oral form of communication covers face to face meetings, telephonic conversations,
videoconferences, presentations etc. Written communication, however, involve use of letters, e-
mails, manuals, webpages, executive memos, report, and bulletin board postings.

On the other hand, non-verbal communication typically covers facial expression, hand and body
movements, gestures, physical appearance, space, artifacts etc. It is a behavioural aspect of
communication which includes both intentional and unintentional one.

Types of Verbal Communication

Verbal communication is classified into 4 types which are as follows: –

1. Intrapersonal communication: Intrapersonal communication are extremely

private and restricted form of communication. Silent conversations that we have
with own self are included in it. These silent conversations refer to the roles we
juggle in between sender and receiver processing our actions and thoughts.
Intrapersonal communication on analyzing either can be confined as thoughts or
conveyed verbally to someone.
2. Interpersonal communication: Interpersonal communication is a one-to-one
conversation taking place in between two individuals. Under this type of
communication, the involved 2 individuals swap their roles of sender and receiver
for carrying out the communication process in clear way.
3. Public communication: Public communication refer to the one where a single
individual addresses a large people gathering. Public speeches and election
campaigns fall in this category of verbal communication. There is one sender of
information and several only receivers who are addressing the communicator.
4. Small group communication: Small group communications require more than two
peoples in order to carry out them. Number of peoples involved are small allowing
each one of them to interact and converse with one another clearly. Team meetings,
board meetings and press conferences are some of the examples of small group
communication. These types of communications can become chaotic and difficult
to interpret in absence of any specific discussions. There may be instances of
miscommunication wherever the information is not understood completely.
Types of Non-verbal Communication
Non-verbal communication is of different types which are as discussed below: –

1. Facial expressions: Facial expressions are key indicators of one’s attitude. A

person can convey countless emotions via his/her facial expressions without even
speaking. These expressions are extremely expressive in nature and are universal
unlike certain forms of non-verbal communication. The facial expressions for
anger, surprise, happiness, disgust, fear and sadness remain same across every
culture.
2. Eye contact: It is a crucial form of non-verbal communication as visual sense is
dominant among majority of peoples. Eye contact regulates the communication
flow being main channel of interpersonal communication. Various things such as
affection, interest, attraction and hostility get conveyed to people by the way you
look towards them. The credibility of speaker gets enhanced when he maintains eye
contact with audience while delivering his message. In addition to this, interest and
response of other persons get easily gauged during the communication via eye
contact.
3. Body movement and posture: Body movement are another widely used form of
non-verbal communication. Different messages and meanings get easily conveyed
by the way in which people sit, stand, walk, run or hold their head. The world is
able to depict a large variety of information form the way you move and carry
yourself. The body movements are categorized into two category which are
unconscious movements and controlled movements in conscious state. For
example, a person biting nails while being nervous is done unconsciously. Whereas,
a person moving ahead in excitement to wish someone comes under conscious
controlled body movements.
4. Space: Space as well as distance are important tools used in non-verbal form of
communication. An individual is more comfortable in doing conversation in more
spacious environment such that no one is invading his/her space. Physical space is
needed by all although its needs vary as per the situation, culture and closeness of
friendship. Numerous signals related to affection, dominance, intimacy and
aggression get communicated via physical space. A person’s position in
organizational hierarchy, his importance and authority get easily conveyed to
external people seeing his decorated and well-spacious room.
5. Gestures: Gestures are something which we use in our daily life and makes non-
verbal communication interesting one. It includes movements of head, fingers, arm,
leg and hand for conveying some message to peoples. They are the deliberate body
movements used for conveying intentional and specific signal. However, in
different culture a same gesture may mean differently and used accordingly.
Students for communicating to their teachers that they are listening using head nods
gestures. Similarly, for saying hello and good-bye, peoples generally wave hands.
 6. Touch: Touch is commonly used element of non-verbal communication which
conveys a variety of emotion. However, the cultural background, gender, age,
intimacy and relative status of person directly influences his/her accepted modes of
touch. For example, in student’s culture when anyone touches them from back in
examination hall, they get understood that the person wants to know something
from them.
7. Physiology: Physiology refer to variations in body of person like blinking rapidly,
sweat or skin turning red. These changes are uncontrollable and convey person
situations to people. When a person body is sweating, it shows that he is feeling hot
or has done some sort of work out.
8. Paralanguage: Paralanguage covers the qualities of vocal such as pitch, loudness,
rhythm, timbre, inflection and tone of voice. The paralinguistic signals encompass
everything excluding direct word’s verbal translation. The elements of voice need
to be learn effectively in order to enhance the effectiveness of teacher.

LISTENING:
Listening is the process of receiving messages from oral, verbal and non verbal
communication and interpreting the same. It is necessary here to differentiate hearing and
listening. Hearing is receiving the sounds through ears without evaluation and interpretation.
Listening is a very broad concept. Hearing is just a part of listening. We listen through ears,
eyes, mind and heart (empathy). Listening task not only the current input and also the matter
that already exists in the memory. Listening takes the total environment into consideration.
Listening in a classroom is different to that of listening the same from the same teacher
privately.

The process of listening

Real listening is an active process that has three basic steps
1. Hearing: Hearing just means listening enough to catch what the speaker is t saying. For
example, say you were listening to a report on zebras, and the speaker mentioned that no two
are alike. If you can repeat the fact, then you L have heard what has been said.
2. Understanding: The next part of listening happens when you take what you have heard
and understand it in your own way. Let's go back to that report on zebras. When you hear
that no two are alike, think about what that might mean. b You might think, "Maybe this
means that the pattern of stripes is different for each zebra."
3. Judging: After you are sure you understand what the speaker has said, think about
whether it makes sense. Do you believe what you have heard? You might think, "How could
the stripes to be different for every zebra? But then again, the fingerprints are different for
every person. I think this seems believable.”
In the process of listening some of the tips for being a good listener are:
1. Give your full attention on the person who is speaking. Don't look out the window or at
what else is going on in the room.
2. Make sure your mind is focused, too. It can be easy to let your mind wander if you think
you know what the person is going to say next. Hut you might be wrong! If you feel your
mind wandering, change the position of your body and try to concentrate on the speaker's
words.
3. Let the speaker finish before you begin to talk. Speakers appreciate having the chance to
say everything they would like to say without being interrupted. When i you interrupt, it
looks like you aren't listening, even if you really are.
4. Let yourself finish listening before you begin to speak! You can't really listen if you are
busy thinking about what you want to say next.
5. Listen for main ideas. The main ideas are the most important points the speaker 1 wants
to get across. They may be mentioned at the start or end of a talk, and repeated a number of
times. Pay special attention to statements that begin with 1 phrases such as "My point is ..."
or "The thing to remember is ..."
6. Ask questions. If you are not sure you understand what the speaker has said, just I ask. It
is a good idea to repeat in your own words what the speaker said so that you can be sure your
understanding is correct. For example, you might say, "When you said that no two zebras are
alike, did you mean that the stripes are different on each one?"
7. Give feedback. Sit up straight and look directly at the speaker. Now and then, i nod to
show that you understand. At appropriate points you may also smile, frown, laugh, or be
silent. These are all ways to let the speaker know that you ~ are really listening. Remember,
you listen with your face as well as your ears!

Essentials to become a good listener

1. Maintain eye contact with the instructor: Of course you will need to look at your
notebook to write your notes, but eye contact keeps you focused on the job at hand and keeps
you involved in the speech.
2. Focus on content, not delivery: Have you ever counted the number of times a speaker
clears his/her throat in a fifteen minute period? If so, you weren't focusing on content.
3. Avoid emotional involvement: When you are too emotionally involved in listening, you
tend to hear what you want to hear-not what is actually being said. Try to remain objective
and open-minded.
4. Avoid distractions: Don't let your mind wander or be distracted by the person shuffling
papers near you. If the room is too hot or too cold try to remedy that situation if you can. The
solution may require that you dress more appropriately to the room 126 temperature.
 5. Treat listening as a challenging mental task: Listening to a presentation of an Listening
Skills officer or a customer is not a passive act-at least it shouldn't be. You need to
concentrate on what is said so that you can process the information into your notes.
6. Stay active by asking mental questions: Active listening keeps you on your toes. Here
are some questions you can ask yourself as you listen. What key point is the speaker
making? How does this fit with what I know earlier or what I experienced? How is this
presentation organized?
7. Use the gap between the rate of speech and your rate of thought: You can think faster
than the delivery of the speech. That's one reason your mind may tend to wander. All the
above suggestions will help you keep your mind occupied and focused on what being said.
You can actually begin to anticipate what the speaker is going to say as a way to keep your
mind from straying. Your mind doe\ have the capacity to listen, think, write and ponder at the
same time.

Benefits of listening
Listening is the highest compliment one human being can pay to another. Effective listening
will benefit you as well as those around you.
The following are some of the benefits of listening:
1. Listening increases accuracy: Better listening leads to a better recollection of important
facts and issues, resulting in fewer miscommunications and mistakes.
2. Listening increases confidence: A superior, who listen’s subordinates well, will tend to
have better self-esteem and self-image because he/she will get along better with others.
3. Listening can bring harmonic climate: Focusing on listening helps both the speaker
and listener stay calm and helps them cool down-when dealing with a crisis or discussing an
emotionally-charted topic or matter. We can understand each other more.
4. Listening helps in enhancing productivity: Productivity will be higher and problems
will be solved more quickly if people working on solving problems are encouraged to
explain problems and start working towards solutions finding before 'advice-giving' begins.
It breaks up the barriers between people.
5. Listening minimizes the loss of potential revenues: Good listening habits of supervisors
and other workers in an organization will cultivate effective environment that leads for
qualitative services, which may result to get the loyalty of customer.
6. Listening prevents miscommunication of objectives and priorities among people: In
any organization or institution miscommunication leads to improper utilization of the
valuable time and scarce resources. Therefore, listening leads to failure in achieving the
stated objectives. Listening can build a strong communication support to reach the goals of
the organization or institution.
7. Listening also prevents time loss: Listening prevent the wastage of time, correct
listening transmit proper information in the first time itself, so that the decision maker can
take a decision in the next movement.
Poor Listening Habits
Poor Listening Habits are not considered to be a static one. Because people are saying that
when they have interest in that subject matter or they feel it is important to them, they
generally pay attention. But here we are taking about in some conditions you have to pay
attention to listen others even though you don't have interest or consider as priority. In that
case we observe some poor listening habits.
The following list of observations made by the researchers is based on the study of human
psychology.
1. Listening but not hearing: Sometimes a person hears only to facts or details I or to the
.way they presented, and misses the real meaning. In general, hearing means an approach of
causal attention towards the matter. For example hearing of radio news.
2. Re-hearing: It means that some people have intuition to say something on any matter of
issue, so that they will listen until they get the opportunity to talk.
3. Interrupting: It is general habit we can observe in some of the people, these people do
not wait for the complete meaning to determine, but interrupts so forcefully that the speaker
stops in mid-sentence.
4. Felling protective: This is a perception of a listener that he/she knows what the intention
of the speaker or why something was said or for various reasons, they expect to be attacked
and react protectively.
5. Listening for a point of disagreement: Some listeners look to wait for getting a point to
attack on the speaker. They just show interest on that dimension only.
6. Lack of positive opinion on subject matter or speaker: Some listeners start listening
with lack of positive opinion on subject matter or speaker. They may feel at the end either
they came across a dull topic by an efficient speaker or bright topic by an inefficient speaker.
And also may criticize the deliver or appearance of the speaker.

Types of listening
1. Discriminative listening
Discriminative listening is the most basic type of listening, whereby the difference
between difference sounds is identified. If you cannot hear differences, then you cannot
make sense of the meaning that is expressed by such differences. Listening is a visual as
well as auditory act, as we communicate much through body language. We thus also need
to be able to discriminate between muscle and skeletal movements that signify different
meanings.
2. Biased listening
Biased listening happens when the person hears only what they want to hear, typically
misinterpreting what the other person says based on the stereotypes and other biases that
they have. Such biased listening is often very evaluative in nature.
[Link] listening
In evaluative listening, or critical listening, we make judgments about what the other person
is saying. We seek to assess the truth of what is being said. We also judge what they say
against our values, assessing them as good or bad, worthy or unworthy. Evaluative listening
is particularly pertinent when the other person is trying to persuade us, perhaps to change
our behaviour and maybe even to change our beliefs. Within this, we also discriminate
between subtleties of language and comprehend the inner meaning of what is said. Typically
also we weigh up the pros and cons of an argument, determining whether it makes sense
logically as well as whether it is helpful to us. Evaluative listening is also called critical,
judgmental or interpretive listening.
[Link] listening:
In appreciative listening, we seek certain information which will appreciate, for example
that which helps meet our needs and goals. We use appreciative listening when we are
listening to good music, poetry or maybe even the stirring words of a great leader.
5. Sympathetic listening:
In sympathetic listening we care about the other person and show this concern in the way
we pay close attention and express our sorrow for their ills and happiness at their joys.
6. Empathetic listening:
When we listen empathetically, we go beyond sympathy to seek a truer understand how
others are feeling. This requires excellent discrimination and close attention to the nuances
of emotional signals. When we are being truly empathetic, we actually feel what they are
feeling. In order to get others to expose these deep parts of themselves to us, we also Need to
demonstrate our empathy in our demeanour towards them, asking sensitively and in a way
that encourages self-disclosure.
7. Therapeutic listening
In therapeutic listening, the listener has a purpose of not only empathizing with the speaker
but also to use this deep connection in order to help the speaker understand, change or
develop in some way. This also happens in work situations, where managers, HR people,
trainers and coaches seek to help employees learn and develop.
[Link] listening
Sometimes the most important factor in listening is in order to develop or sustain a
relationship. This is why lovers talk for hours and attend closely to what each other has to
say when the same words from someone else would seem to be rather boring.
Relationship listening is also important in areas such as negotiation and sales, where it is
helpful if the other person likes you and trusts you.
9. False listening
False listening occurs where a person is pretending to listen but is not hearing anything
that is being said. They may nod, smile and grunt in all the right places, but do not
actually take in anything that is said. This is a skill with the people who do a lot of
inconsequential listening, such as politicians. Their goal with the audience is to make a
good impression in very short space of time before they move on, never to talk to that
person again.
10. Initial listening
Sometimes when we listen we hear the first few words and then start to think about what
we want to say in return. We then look for a point at which we can interrupt. We are also
not listening then as we are spending more time rehearsing what we are going to say about
their initial point.
11. Selective listening
Selective listening involves listening for particular things and ignoring others. We thus
hear what we want to hear and pay little attention to 'extraneous' detail.
12. Partial listening
Partial listening is what most of us do most of the time. We listen to the other person with
the best of intent and then become distracted, either by stray thoughts or by something
that the other person has said. We consequently dip inside our own heads for a short while
as we figure out what they really mean or formulate a question for them, before coming
back into the room and starting to listen again. This can be problematic when the other
person has moved on and we are unable to pick up the threads of what is being said. We
thus easily can fall into false listening, at least for a short while. This can be embarrassing,
of course, if they suddenly ask your opinion. A tip here: own up, admitting that you had
lost the thread of the conversation and asking them to repeat what was said.
13. Full listening
Full listening happens where the listener pays close and careful attention to what is being
said, seeking carefully to understand the full content that the speaker is seeking to put
across. This may be very active form of listening, with pauses for summaries and testing
that understanding is complete. By the end of the conversation, the listener and the
speaker will probably agree that the listener has fully understood what was said. Full
listening takes much more effort than partial listening, as it requires close concentration,
possibly for a protracted period. It also requires skills of understanding and summary.
14. Deep listening
Beyond the intensity of full listening, you can also reach into a form of listening that not
only hears what is said but also seeks to understand the whole person behind the words. In
deep listening, you listen between the lines of what is said, hearing the emotion, watching
the body language, detecting needs and goals, identifying preferences and biases,
perceiving beliefs and values, and so on.