LISTENING SKILLSChapter 3.2

Business Communication and Presentation

LISTENING

The most frequent form of communication People spend more than half of their waking

time communicating. Much of this time is spent listening. The higher your position in a company, the

more time you spend listening to others.

THE LISTENING PROCESS

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3.2 Listening Skills

Hearing

•Detecting sounds

Focusing Attention

•Concentrating on the speaker and what he or she says

Understanding

•Attaching meaning to the speaker’s message

Remembering

•Recalling a message you have seen or heard

TYPES OF LISTENING

Casual listening Active listening Informative listening Evaluative listening Emphatic listening Reflective listening

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3.2 Listening Skills

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Casual listening is relaxed and involves little energy or effort.

CASUAL LISTENING

Hearing and understanding a message but not trying to remember the message in the long term

Passive listening Examples

Watching a movie Talking at lunch

Expends little energy or effort

ACTIVE LISTENING

Informative • Obtain information or understand a message• Doctors talking with patient• Interviewers talking with an applicant

Evaluative• Judging the importance or accuracy of a speaker• Critical listening• Presidential Candidates Speech

Emphatic• Trying to understand the speaker’s point of view, attitudes, or

emotions• Resolving problems

Reflective• Understanding and restating speaker’s message• Guidance counselor talking to a student about career goals

BARRIERS TO EFFECTIVE LISTENING

Attitudes about the speaker or topic Appearance, mannerisms, tone of voice, body language Too detailed or long, Uninterested in message, Too technical

Prejudices or opinions Assumptions Environmental Distractions

Ringing phone, eating during a speaker’s presentation Physical discomfort

Room temperature, headache or illness Divided focus

Daydreaming, notetaking7

3.2 Listening Skills

LISTENING EFFECTIVELY

Share the responsibility Focus on the main idea Evaluate the message Provide feedback Take notes Overcome poor listening habits

Listening in specific situations Small groups Conference settings

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3.2 Listening Skills

WORKPLACE RELATIONSHIPS Employee and manager relationships Coworker relationships Customer relationships

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3.3 Teamwork

Be fair and honest in your dealings with customers.

RESOLVING CONFLICTS Listen and talk with coworkers Identify the underlying cause of the conflict Focus on issues or behaviors, not on people Think objectively Be willing to admit your mistakes and apologize Avoid assigning blame Do your part to make the proposed solution work

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3.3 Teamwork

WORKPLACE TEAMS Special teams Advantages of teams Disadvantages of teams Virtual teams

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Workplace teams are a trend in American companies.

3.3 Teamwork

WORKING EFFECTIVELY IN TEAMS Team roles

Leader Challenger Doer Thinker Supporter Recorder

Learning to work together

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3.3 Teamwork

GUIDELINES FOR TEAM SUCCESS Identify the goals and determine tasks Identify resources Assign duties Communicate regularly Resolve conflicts Brainstorm ideas Evaluate procedures Celebrate success

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3.3 Teamwork

PROBLEM-SOLVING STEPS Identify the problem Describe effects of the

problem Brainstorm solutions Evaluate the possible

solutions Test the selected solution Evaluate the results

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3.3 Teamwork

Brainstorming is generating ideas or possible solutions for a problem.

STANDOUT TEAM MEMBERS Focus on the team’s goals Are reliable and responsible Contribute ideas and opinions Find roles to fill Are supportive of team members Keep the team’s affairs confidential Do not take criticism personally

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3.3 Teamwork

LEADERSHIP Leadership: providing guidance and inducing

others to act Important for managers and other employees Career-related student organizations help build

leadership skills

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3.3 Teamwork