Business communication Day 2

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    Listening Skills

    Importance of Listening

    Barriers to Listening

    Strategies for Effective Listening

    Listening in a Business Context


  • Listening Skills

    Hearing is a passive process, listening is active


    Need to pay attention to ensure that you

    hear the message clearly.


    Analyze the speakers words based on your

    experience, attitude, knowledge and



    Let the speaker know whether you have

    understood the message and respond to it.


    Evaluating the information received and

    make decisions accordingly.

  • Listening Process






  • Importance of Effective Listening

    Why do we need to listen well?

    Listening leads to the understanding of facts

    and ideas

    To avoid miss communication during


    Listening helps to gain new knowledge and

    also for enjoyment

    How well we listen has a major impact on our

    job effectiveness and on the quality of our

    relationship with others

  • Barriers to Listening

    Attitudinal barriers:

    Preoccupation with personal or work

    related problems can make it difficult to

    focus ones attention completely on what

    a speaker is saying,

    Wrong assumptions:

    It is wrong to assume that

    communication is the sole responsibility

    of the sender or the speaker and listeners

    have no role to play.

    Physiological barriers :

    Genuine hearing problems or deficiencies

    that prevent them from listening properly.

    Physical barriers:

    Distractions in the environment such as

    the sound of an air conditioner, cigarette


  • Barriers to Listening

    Cultural barriers :

    Accents can be barriers to listening, since

    they interfere with the ability to

    understand the meaning of words that are

    pronounced differently. Gender barriers.

    Lack of training:

    Listening is not an inborn skill. People

    are not born good listeners. They have to

    develop the art of listening through

    practice and training.

    Bad listening habits:

    Most people are very average listeners

    who have developed poor listening habits

    that are hard to shed and that act as

    barriers to listening.

  • Strategies for Effective Listening

    Be Attentive

    Ask Questions

    Dont interrupt Unnecessarily

    Use Body Language


    Take Notes

  • Listening in a Business Context

    Effective listening is one of the essential

    qualities of a successful manager.

    Good listening skills can help you locate job

    openings, fare well in job interviews and be

    selected for the job.

    Listening mistakes can lead to costly errors

    such as retyping of important documents,

    rescheduling of important meetings etc.

    It can boost quality, profits and productivity,

    whereas poor listening has the exact opposite


  • Listening to Customers

    Organizations today are beginning to

    recognize the importance of being customer


    Customer orientation means identifying and

    then satisfying customer needs, which in turn

    involves listening to what the customer really


    A dissatisfied customer can create negative

    word-of-mouth publicity for your product

    and company.

    Some approaches for handling customer

    complaints and listening to customers.

  • Listening to Employees

    Superiors need to be open to the suggestions and

    complaints of employees.

    This is an indication that they are listening to their


    Listening also means inviting suggestions and personal

    opinions of employees through regular downward


    Performance appraisal is also part of downward


    A manager doing a performance review of a subordinate should take care not to do a

    destructive review, where the subordinate is criticized for poor performance.

    Manager should also practice therapeutic listening, whereby the manager counsels the

    employee on how to improve performance.

  • The

    END !!