Levels of Listening
There are three different levels of listening.
Listening levels
Level 1: Internal Listening
The listener’s focus in on themselves and their own thoughts rather than the speaker. As the speaker is talking, the listener interprets what they hear in terms of what it means to themselves and not the speaker. This is normal everyday conversation where it is natural as the listener to gather information to help you form opinions and make decisions.
However, as a coach, this level of listening is not appropriate as a general rule apart from occasions such as when trying to establish from the client a convenient time for their next coaching session.
Level 2: Listening to Understand
Level 2 listening requires the coach to focus on the client, listen to their words and not to be distracted by their own thoughts and feelings. Effective coaches use this level of listening during coaching sessions where the purpose of gathering information is solely for the benefit of the client. By listening at level 2 coaches can get a real understanding of ‘where the coachee is coming from’, the client will feel understood and the coach’s own thoughts will not influence the coaching session.
Level 3: Global Listening
This involves the listener focusing on the speaker and picking up more than what is being said. When coaching, coaches listen to everything available using intuition, sensing non-verbal signals and the client feelings and emotions from the client’s body language. Coaches are able to understand what clients are thinking and feeling by trusting their own senses, therefore they can be Highly sensitive to and responsive to the needs of clients.
The following table provides a more detailed breakdown of the different levels and types of listening.
Level | Name | Description |
1 | Passive Listening | This level of listening filters sound and occurs when people are not concentrating or paying attention: it becomes nothing more than background noise. |
2 | Responsive Listening | This level of listening occurs when people are not concentrating because they are focusing on something else or are distracted. People will occasionally nod or agree using ‘stock’ safe replies. It is also known as Pretend Listening. This level of listening is a commonly used by adults with children. Pretend or Responsive Listening is recognisable because people can see a glazed look in the eyes of the other person and they might even seek reassurance from them to confirm that they are listening. |
Level | Name | Description |
3 | Biased/Projective Listening | This level of listening involves a degree of listening, but only taking in a certain amount of information because the listener has already formed a view or disagrees with the person’s perspective: the listener has already made up their mind and is not open to influence.
The listener projects their position and views onto the speaker. This type of listening is often adopted when people feel under pressure or defensive. The listener only listens to parts of the conversation that they agree with hence it is often referred to as Selective Listening. Listeners are usually aware that they are being selective or listening with bias. |
4 | Misunderstood Listening | Unlike level 3 Biased Listening, with Misunderstood Listening the listener is usually unaware that they are adopting this level of listening unless it is pointed out to them. With this level of listening, the listener hears what has been said, but does not think about it objectively: they tend to put their own interpretation on what they hear, making the words fit what they expect or want them to say.
This is a type of listening that is prone to problems because if the listener is not made aware that they are doing this, they will leave the discussion with an inaccurate interpretation of the facts and the feelings of the other person. It is sometimes referred to as ‘deluded listening’. Often people who are arrogant and who surround themselves with ‘yes’ people can develop the habit of adopting this level of listening: company directors can often adopt this level of listening.
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Level | Name | Description |
5 | Attentive ‘Data-Only’ Listening | The listener listens only to the content and fails to receive all the non-verbal sounds and signals, such as tone of voice, facial expression, reaction of the speaker to the listener’s own listening and reactions. If the purpose of the communication is merely to present facts and figures, it may be fine. However, if the purpose is to understand the complete picture, requiring an assessment of feelings and emotions, and the circumstances underneath the superficial words or sounds, it is inappropriate.
Attentive Listening is a Higher level of listening than Misunderstood Listening because it can result in the gathering of reliable facts, but it will not enable the listener to gather information about or respond appropriately to emotions and feelings, and the situation of the speaker. This is a common form of listening among ‘push and persuade’ people. Attentive Data-Only Listening is typically driven by a strong personal results motive. It can be Highly manipulative and forceful. This type of listening might result in ‘winning the battle’, but it also results in ‘losing the war’. |
6 | Active or Empathetic Listening | This level of listening involves listening to words, intonation, and observing body language and facial expressions, and giving feedback and is the level required by coaches. The listener pays full attention to the sounds, and all other relevant non-verbal communication signals, such as:
· tone of voice · other verbal aspects – e.g. pace, volume, style, word emphasis · facial expression and body language · feelings and meaning not contained in the spoken words, but in the speaker’s tone and demeanour Listeners react to the speaker, provide feedback and check their understanding with the speaker. The listener will periodically summarise what has been said and might even take notes. The listener will express genuine interest and understanding through the use of appropriate questions, pauses and non-verbal responses. This level of listening requires listeners to have thought about and prepared carefully what they will ask and how they will respond to the speaker. It involves pausing and taking time to think of and give an appropriate response. Many people do not give themselves adequate pause for thought when listening and therefore do not assimilate all of the verbal and non-verbal communication. Active or Facilitative Listening requires the listener to be genuinely interested in helping the other person see, understand and explore their options and choices. |
Coaches not only need to develop their listening skills, but to recognise the levels of listening in their clients. Effective coaching requires clients to be present: being present means both physically and mentally. If a client is only listening at the lower levels, coaches need to build rapport and increase the level of engagement.
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