EFFECTIVE LISTENING ARE YOU A GOOD LISTENER Did

EFFECTIVE LISTENING

ARE YOU A GOOD LISTENER? Did you know…. We listen during 80% of our waking hours 60% of worker errors are from bad listening

LISTENING IS VITAL IN THE WORKPLACE Did you know…. 80% of executives rank listening as the most important workplace skill 28% of executives rank listening as the most lacking skill in the workplace

LISTENING TO CUSTOMERS AND EMPLOYEES CUSTOMERS • Learn objective information about a product or service • Tells about the competition • Listening = trust = satisfaction = future business EMPLOYEES • Management can’t afford not to listen • Shows support more open climate satisfaction • Managers of focus on beliefs of employees • Must ask questions sincerely • Work alongside employees

LISTENING TO SUPERVISORS Effective Listening • It is important to show that you are listening • Listeners can indicate they are listening by doing any of the following: • Maintain good eye contact • Maintain a relaxed posture • Shake your head • Make responsive sounds Suggestions for Listening • Listen to know your supervisors • Use knowledge to guide interactions • Develop the expertise your supervisors value • Be wary of giving advice • Build off your supervisors ideas • Know how to praise appropriately • Don’t criticize your superiors

LISTENING TO COWORKERS 4 Businesses depend on interpersonal relationships among workers • Businesses depend on strong interpersonal relationships among coworkers – these relationships depend on listening Relational development depends on careful listening • According to a study, listening with peers is improved when we According to a study, effective listening with peers is improved are aware of which listening method is needed when we are aware of which listening method is needed • Comprehension: questions asked to clarify areas of confusion • Therapeutic: supportive responses given. Critical Comprehension Therapeutic • Critical: objective • assessment ideas needed • Questions asked Objective Supportive of the facts • and to clarify areas of confusion responses given assessment of facts and ideas

LISTENING CAN BE MADE DIFFICULT • Businesses depend on strong interpersonal relationships among Global companies find themselves in a position where ”listening” is coworkers – these relationships depend on listening made more difficult and stressful • According to a study, listening with peers is improved when we This is a result of technology, cultural differences, or lack of are aware of which listening method is needed knowledge about team members • Comprehension: questions asked to clarify areas of confusion However, technology such as email or instant messaging can • Therapeutic: supportive responses given improve communication • Critical: objective assessment of the facts and ideas needed

GLOBAL LISTENING TIPS Use humor as a morale booster Learn to tolerate ambiguity Explain your ideas completely and explicitly when members have few shared experiences Show you are listening by answering e-mail as soon as possible Concentrate more on information gathering and sharing rather than persuasion

STAGES OF LISTENING Sensing Interpreting Evaluating Listeners hear what is important to them Listeners assign meaning to what is seen, heard, and felt Listeners determine speaker credibility and importance Sensing abilities are affected by many factors Attribution theory Evaluations could be affected by listeners attitude towards you Responding Memory Listeners react to speech Listeners retain part of the message in memory Can be both verbal and nonverbal Only small part of presentation is committed to long term memory

CAUSES OF POOR LISTENING 4 barriers to effective listening Physical Personal Gender Semantic

WAYS TO IMPROVE Listen for facts AND the feeling behind the facts Take brief notes while you listen Identify the speakers main points EFFECTIVE LISTENING Constantly summarize previous points Avoid Prejudice

PAYOFFS OF EFFECTIVE LISTENING Effective Listeners discover values, needs, expectations, and goals of those with whom they work Better management-employee relationships develop Better decisions are made in emergency situations We learn from the experiences of others

LISTENING ACTIVITY!

SUMMARY Effective listening is not passive Effective listening requires effort and motivation This skill is a must-have for the business realm Organizational effectiveness is hampered by employees and managers who do not listen The payoffs are definitely worth the efforts