Effective Listening Skills - Presentation

EFFECTIVE LISTENING SKILLS BUSINESS COMMUNICATION

IMPORTANCE OF EFFECTIVE LISTENING

What Is Hearing? • A process of perceiving sound by detecting vibrations via ears. • Physical ability. • The auditory faculty.

What Is Listening? • Absorption of the meanings of words and sentences by brain. • An active process – receive, construct & respond (Emmert, 1994) • A trained skill. • “Hearing with purpose.”

Purpose Of Listening • • • • •

Receive information Follow instructions Evaluate information Pleasure Empathize

TYPES OF EFFECTIVE LISTENING

Types Of Listening Skills Active

Dialogic

Initial

Appreciative

Discriminative

Judgmental

Attentive

Empathetic

Partial

Biased

Evaluative

Reflective

Casual

False

Relationship

Comprehension

Full

Sympathetic

Critical

High-integrity

Therapeutic

Content

Inactive

Total

Deep

Informative

Whole-person

Types Of Listening Skills Active

Dialogic

Initial

Appreciative

Discriminative

Judgmental

Attentive

Empathetic

Partial

Biased

Evaluative

Reflective

Casual

False

Relationship

Comprehension

Full

Sympathetic

Critical

High-integrity

Therapeutic

Content

Inactive

Total

Deep

Informative

Whole-person

Taxonomy of listening by Wolvin & Coakley, (1979,1988)

BARRIERS TO EFFECTIVE LISTENING

Barriers (1) • Physiological limitations • Inadequate background Information • Partial listening and distractions • Fear being influenced or persuaded

Barriers (2) • Selective Perception • Selective Memory • Selective Expectation

Barriers (3) • Interferences from emotions • Bias and being judgmental • Avoid evaluative judgment

SURVEY, RECOMMENDATIONS & CONCLUSIONS

Effective Listening Video

Data Analysis - Objectives 1. Identify the key element skill in communication. 2. Evaluate the manager’s listening skill.

Data Analysis - Facts • • • •

A manufacturing firm 8 Male & 22 Female 20 to 55 years old Education Level (Secondary and above)

Findings Of Survey (1) Communication Skills Chart

Re ad in g , 4% W r itin g , 7% Sp e ak in g , 16%

L is te n in g , 73%

Finding’s Conclusion

LISTENING is the most important skills an employee should possess.

Findings Of Survey (2) Listening Skills - Managers 43

40

45 40

Percentage (%)

35 30 25 20

17

15 10 0

5 0

1

0 2

3

4

5

0 40 43 17 0 (%) Listening Rate ( 1 being the lowest & 5 being the highest )

Finding’s Conclusion

Managers have average or lower listening ability.

Recommendations

CONCENTRA TE

RESPOND ACKNOWLED GE

EMPATHIZE

Conclusions EFFECTIVE LISTENING • Differs from HEARING • CRITICAL ELEMENT • LEARNED