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