Listening(lecture).ppt

LISTENING Purpose to polish this skill • The ability to listen is a vital skill in

business communication. • Polish your listening skills. You will need them on the job as well as in your personal life. • Infact, businesses lose millions of dollars each year because of miscommunication stemming from a failure to listen to and understand customer’s needs.

Effective listening • Effective listening means to listen with full

concentration, focusing fully on what your receiver saying, without any distraction. • Effective listening means listening as though you were a doctor gathering new symptoms from a patient or a pilot intouch with a control tower during a storm.

Advantages of good listening • Effective listening supports effective

relationships within an organization,enhances the organizations’s delivery of products. • Elerts the organization to the innovation growing from both external and internal forces,and allows the organization to manage the growing diversity both in the workforce and in the customers it serves.

Difference btw Hearing n Listening • • • • • •

Hearing: Hearing denotes perceiving sounds. Listening: Listening means decoding and interpreting them correctly. Another definition of hearing is : Hearing is an automatic, physical function. because you heard the words does’nt necessarily means you were listening to the msg

Three Types of Listening • Content Listening: • Is to understand and retains the speaker’s

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msg.it doesn’t matter whether you agree or disagree,approve or disapprove__only that you understand. Example” When you listen regional sales manager’s monthly report on how many of your product sold that month,you are listening for content.

Critical Listening • Critical listening is to both understand and •

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evaluatethe meaning of the speaker’s msg (strength of the evidence,validity of the conclusion,implication of the msg) You are bound to evaluate speaker’s credibility as well. When the regional sales manager presents sales projections for the next few months,u listen critically,evaluating whether the estimates are valid and what the implications are for your manufacturing department.

Active or Ampathetic listening • Empathic listening is to understand the speaker’s • •

feelings,needs,and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective. By listening in an active or empathic way, you help the individual vent the emotions that prevent a dispassionate approach to the subject. avoid the temptation to give advice. When ur regional sales manager tells u abt the problems he had with his recreational vehicle while vacationing with his family.

What do good listeners do? • Pay Attention • Listen with full concentration n attention. • Focus on the other(s) speakers in a generous • • • • •

way. Give the importance to your speaker not yourself Avoid making Assumptions. Don’t take some pre-assumed facts in your mind. Listen for feelings as well as facts. Give same emphasis to the feelings as well as facts.

How to avoid listening errors caused by Inattention • Be conscious of the points you need to

know and listen for them. • At the end of the conversation,check your understanding with the other person. • After the conversation,write down key points.

How to avoid listening errors caused by self-absorption • Focus on the substance what speaker says not his or her appearance or delivery. • Spend your time evaluating what the speaker says,not just planning your rebuttal. • Consciously work to learn something from every speaker.

How to avoid listening errors caused by misinterpretation • Consider the other person’s background

and experiences.why is this point important to the speaker? • Paraphrase what the speaker has said,giving him or her a chance to correct your understanding.

How to avoid listening errors caused by focusing solely on facts • Consciously listen for listen for feelings. • Pay attention to tone of voice,facial

expression,and body language. • Don’t assume that silence means consent.invite the other person to speak.

Active listening • In active listening,receivers actively

demonstrate that they have heard and understood a speaker by feeding back either the literal meaning or the emotional content or both. • Other technique in active listening is asking more information and stating one’s own feelings.

Five strategies to create active responses i- paraphrase the content.Feed back the meaning in your own words. Ii- Mirror the speakers feelings.identify the feelings you think you hear. Iii- state your own feelings.this strategy works especially well when you are angry. Iii- ask for information or clarification. Iv- offer to help solve the problem.

How to make others feel that you are listening • Acknowledge their comments: • In words(I agree with you) • by non verbal symbols(nods,huh’s,smiles,frowns) • By actions(acting on what people say is

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necessary for people to feel completely heard) Refering to another person’s comments

Listening any deplorable person • Try to find out why your opponent objects to your ideas. • Understanding the objections to your ideas is essential if • •

you are to create a persuasive campaign to overcome those objections. Good listening is crucial when you are criticized.then you need to know which areas are most important and exactly what kind of improvements counts. If you really listen to the people you disagree with,you show them that you respect them.and taking that step may enable them to respect you and listen to you.