listening & feedback
DESCRIPTION
Managerial CommunicationTRANSCRIPT
LISTENING & FEEDBACK
HEARING Vs LISTENING
COMMUNICATION DISTRIBUTION
Average Communication Activity per day
Listening Speaking Reading Writing
Why do we listen?• To Obtain Information
• To Understand
• To Enjoy
• To Learn
On an average, a human being processes and retains only 50% of the information he has listened to.
PROCESS OF LISTENING
Receive Understand Evaluate Respond Remember
SIER MODEL OF LISTENING
BARRIERS TO LISTENING
ATTITUDINAL• Ego• Pre-conceived notions
INTER-PERSONAL• Misunderstanding• Prejudice against speaker
ENVIRONMENTAL• Physical Distractions• Personal Commitments
EFFECTIVE LISTENING SKILLS
ACTIVE PASSIVE
ACTIVE SKILLS
Take it seriously (practice and increase self-discipline) Pay attention Control or eliminate distractions Don’t be diverted by appearance and delivery Suspend judgment until hearing the full message Focus your listening on the speaker’s main points and the quality of a speaker’s evidence Provide feedback Respond appropriately
PASSIVE SKILLS
Kinesics Proxemics Oculesics Use of silence as appropriate Demonstration of a receptive attitude
FEEDBACK
SOME IMPORTANT POINTS
• Feedback is always directed at the subject and not the speaker.• Descriptive but not judgmental.• Negative feedback, only if relevant.• Should be constructive and not critical.• Usage of euphemisms.• Avoid starting questions with “WHY”.• Be generous with compliments.
FEEDBACK METHODOLOGIES
• Employee Survey• Employee Discussion/focus groups• Management Discussion Groups• Suggestion Boxes
THANK YOU.