role and importance of listening
Post on 12-Sep-2014
20 views
DESCRIPTION
TRANSCRIPT
1
Importance and Role ofListening Skills in Business Communication
Presented By:50 - Sudhir Sharma52 - Sevitha Shetty54 - Khushal Thakkar56 - Kirti Thosar58 - Vasu Vemuri60 - Vishwanath Srinivas
22
Topics Introduction & Process of Listening
Types of listening skills
Barriers of listening skills
How to improve listening skills
What Speakers Can Do to Ensure Better Listening
Business Scenarios where listening skills are imp.
- Vishwanath
- Sevitha
- Khushal
- Kirti
- Sudhir
- Vasu
3
To begin with....Reality Check Most of us have developed as business people in organizational cultures that
emphasize the persuasiveness of the speaker.
We've spent countless hours, and a great deal of money, attending to our appearance, business dress, body language, facial expression, selection of language, tone of voice, charts, graphs, and on and on. The importance of these factors is not denied.
However, they're not the only factors influencing communication.
And are they powerful enough, when we're trying to get the best from a diverse group of people, build a customer-focused organization, or influence those who disagree with us?
3
44
A Husband’s Nightmare!!!!
55
Listen-ing33%
Speaking26%
Writ-ing23%
Others19%
Recent Study that shows average time spent by a personnel on a workplace
Why is Listening so important ?
66
Why is Listening so important ? Helps in taking instructions correctly without any errors
Solve customer’s complaints more effectively
From 95% of communication, 45% is of listening
An essential management and leadership skill
Good listening helps you to take better decisions and make better policies in organization
On the contrary lack of proper listening can lead to embarrassing situations because of a gap in coordination and understanding
77
The Process.....
Selecting – Choosing Stimuli
Attending – Focusing Attention
Evaluating – Analyzing and Judging
Responding - Feedback
Hearing – Receiving data
Understanding – Assigning Meaning
Types Of Listening
Informative Listening
Appreciative Listening
Critical Listening
Empathic Listening
Discriminative
Listening
ACTIVE LISTENER
PASSIVE LISTENER IMPATIENT LISTENER
Kinds of Listeners
10
BARRIERS TO LISTENINGEffective listening is arguably one of the most important skills to have nowadays. Personal relationships need effective listening skills to face complicated issues together. Business people and employees need effective listening skills to solve complex problems quickly and stay competitive. Students and professors need it to understand complex issues in their fields. Thus, it is beneficial if we can understand and eliminate listening barriers that blocks deep, harmonious and lasting relationships.
11
Barriers to listening take many forms. It is inevitable that barriers will exist in any interaction, but anything which stops concentration, allowing the mind to wander off the topic, must be recognized and overcome if fully successful communication is to take place.
BARRIERS TO LISTENING
12
Distraction in your mind
Wandering attention
Planning a reply
Lack of interest
Common Barriers to Listening
13
Being self centered
Avoiding what is difficult
Excessive note-taking
Emotional blocks
Common Barriers to Listening
14
Looking for every opportunity to interrupt
Impatience
External noise and disturbance
Poor health
Common Barriers to Listening
15
Ways to Improve Your Listening
1) Increase your listening span:
Do not interrupt
Let speaker to complete
If you don't get , ask the speaker to repeat
2) Be prepared to listen:
Gather relevant information
16
Ways to Improve Your Listening3) Take time to listen:
Don't put limitations on your listening time
4) Use Thinking-Speaking time difference:
Mentally summarize & review
5) Be Objective:
Do not make judgment too fast
17
Ways to Improve Your Listening
6) Listen between the lines:
Don't just listen to what is being said
Try to understand the attitudes, needs and motives behind the words
7) Listen for ideas as well as facts
Understand what the facts Practice of Listening
18
Ways to Improve Your Listening8) Give your full attention:
let the speaker know you are interested
Look for speaker’s main idea
If the speaker pauses briefly, don't rush to fill the silence
Use open-ended questions to encourage elaboration
19
Ways to Improve Your Listening9) Restate the message (Feedback):
When speaker finished, restate the main points
good organizing strategy for you
It also gives the speaker assurance that the message has been received
20
Ways to Improve Your Listening
10) Don't monopolize: Resist the urge to dominate a situation or to feel that you know everything about a situation
Be open to new ideas and allow the speaker to have his or her say
11) Use of Verbal & Non-verbal cues:
Eye contactNodding head Casual remark
2121
What Speakers Can Do to Ensure Better Listening
2222
Business Scenarios where listening skills are important
Listening skills are imperative for • Career success,• Organizational effectiveness, and • Employee satisfaction.
In professional environment Active listening is generally employed
Workplace listening includes understanding the listening process and its barriers that hamper the flow of listening processNote: Listening Process = Perception, Interpretation, Evaluation, and Action
Like other skills, there are specific techniques for improving workplace listening effectiveness.
It is imperative to become aware of the role of nonverbal communication in communicating in the workplace, as understanding messages wholly entails more than simple verbal messages.
2323
• Seniors• Peers • Subordinates• Customers• Suppliers
Role & Importance of listening while communicating with
24
THANK YOU