AGENDAListening SkillsImportance of ListeningBarriers to ListeningStrategies for Effective ListeningListening in a Business Context2DayListening SkillsHearing is a passive process, listening is activeHearing:Need to pay attention to ensure that you hear the message clearly.Interpreting:Analyze the speakers words based on your experience, attitude, knowledge and background.Evaluating:Let the speaker know whether you have understood the message and respond to it.Responding:Evaluating the information received and make decisions accordingly.Listening ProcessAttendUnderstandHearRespondRememberImportance of Effective ListeningWhy do we need to listen well?Listening leads to the understanding of factsand ideasTo avoid miss communication duringinteractionListening helps to gain new knowledge andalso for enjoymentHow well we listen has a major impact on ourjob effectiveness and on the quality of ourrelationship with othersBarriers to ListeningAttitudinal barriers:Preoccupation with personal or workrelated problems can make it difficult tofocus ones attention completely on whata speaker is saying,Wrong assumptions:It is wrong to assume thatcommunication is the sole responsibilityof the sender or the speaker and listenershave no role to play.Physiological barriers :Genuine hearing problems or deficienciesthat prevent them from listening properly.Physical barriers:Distractions in the environment such asthe sound of an air conditioner, cigarettesmoke.Barriers to ListeningCultural 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. Peopleare not born good listeners. They have todevelop the art of listening throughpractice 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 ListeningBe AttentiveAsk QuestionsDont interrupt UnnecessarilyUse Body LanguageEmpathizeTake NotesListening in a Business ContextEffective listening is one of the essentialqualities of a successful manager.Good listening skills can help you locate jobopenings, fare well in job interviews and beselected for the job.Listening mistakes can lead to costly errorssuch as retyping of important documents,rescheduling of important meetings etc.It can boost quality, profits and productivity,whereas poor listening has the exact oppositeeffect.Listening to CustomersOrganizations today are beginning torecognize the importance of being customeroriented.Customer orientation means identifying andthen satisfying customer needs, which in turninvolves listening to what the customer reallywants.A dissatisfied customer can create negativeword-of-mouth publicity for your productand company.Some approaches for handling customercomplaints and listening to customers.Listening to EmployeesSuperiors need to be open to the suggestions andcomplaints of employees.This is an indication that they are listening to theiremployees.Listening also means inviting suggestions and personalopinions of employees through regular downwardcommunication.Performance appraisal is also part of downwardcommunication.A manager doing a performance review of a subordinate should take care not to do adestructive review, where the subordinate is criticized for poor performance.Manager should also practice therapeutic listening, whereby the manager counsels theemployee on how to improve performance.TheEND !!