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    Business Communication 2 Edition: Meenakshi Raman & Prakash Singh

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    Mukesh Dubey
    The document discusses effective listening in business communication. It defines listening, outlines the listening process, and lists the advantages of listening. It also discusses poor listening habits, different types of listening, barriers to effective listening, and strategies to improve listening skills. The document contains slides from a chapter on effective listening that provide details on the definition, stages, advantages, barriers, and strategies related to listening in business contexts.

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    Business Communication 2 Edition: Meenakshi Raman & Prakash Singh

    Uploaded by

    Mukesh Dubey
    33 views29 pages
    The document discusses effective listening in business communication. It defines listening, outlines the listening process, and lists the advantages of listening. It also discusses poor listening habits, different types of listening, barriers to effective listening, and strategies to improve listening skills. The document contains slides from a chapter on effective listening that provide details on the definition, stages, advantages, barriers, and strategies related to listening in business contexts.

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    The document discusses effective listening in business communication. It defines listening, outlines the listening process, and lists the advantages of listening. It also discusses poor listening habits, different types of listening, barriers to effective listening, and strategies to improve listening skills. The document contains slides from a chapter on effective listening that provide details on the definition, stages, advantages, barriers, and strategies related to listening in business contexts.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    33 views29 pages

    Business Communication 2 Edition: Meenakshi Raman & Prakash Singh

    Uploaded by

    Mukesh Dubey
    The document discusses effective listening in business communication. It defines listening, outlines the listening process, and lists the advantages of listening. It also discusses poor listening habits, different types of listening, barriers to effective listening, and strategies to improve listening skills. The document contains slides from a chapter on effective listening that provide details on the definition, stages, advantages, barriers, and strategies related to listening in business contexts.

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    Business Communication

    nd
    2 Edition

    Meenakshi Raman
    &
    Prakash Singh

    These slides are used for teaching purpose only. Some additional slides were added accordingly.
    Chapter 10
    Effective Listening

    Business Communication ©Oxford All rights reserved


    University Press, 2012
    Agenda

    Definition
    Process
    Advantages
    Poor listening
    Types
    Barriers
    Strategies

    Business Communication ©Oxford All rights reserved


    University Press, 2012
    Art of hearing and understanding
    Making sense out of what we hear
    Business Communication ©Oxford
    University Press, 2012 All rights reserved
    Look
    Identify
    Set-up
    Tune in
    Examine
    Note

    Business Communication ©Oxford All rights reserved


    University Press, 2012
    EMPATHY
    The ability to understand how people feel
    about something/how they expect
    something should be.

    All rights reserved


    Lecturer’s note
    Process / Stages

    1. Sensing / selecting
    2. Interpreting
    3. Evaluating
    4. Responding
    5. Memory

    Business Communication ©Oxford All rights reserved


    University Press, 2012
    Advantages
    Leads to better knowledge of organization
    Enables better policies
    Mollifies complaining employees
    Paves way for successful open-door policy
    Helps to spot sensitive areas
    Increases productivity
    Increases accuracy
    Enables innovative solutions
    Encourages prototyping
    Business Communication ©Oxford All rights reserved
    University Press, 2012
    All rights reserved
    Lecturer’s note
    EFFECTIVE LISTENING
     Pay attention
     Focus on what being said
     Clarification
     Not argue
     Listen actively
     Take note
     Focus on the speaker & content

    Business Communication ©Oxford


    University Press, 2012 All rights reserved
    Business Communication ©Oxford
    University Press, 2012 Question & Paraphasing! All rights reserved
    Sensing/Selecting

    “Listening as a tool to understand others”

    Lecturer’s note
    HEARING = LISTENING?

    All rights reserved


    Lecturer’s note
    Poor listening
    Listening but not hearing
    Rehearsing
    Interrupting
    Hearing what is expected
    Feeling defensive
    Listening for a point of disagreement
    Criticize delivery/appearance of the speaker
    Fake attention
    Tolerate or create distractions
    Evade the difficult

    Business Communication ©Oxford All rights reserved


    University Press, 2012
    Types

    Informative Listening
    Attentive Listening
    Relationship Listening
    Appreciative Listening
    Critical Listening
    Discriminative Listening

    Business Communication ©Oxford All rights reserved


    University Press, 2012
    Attentive Listening/Active Listening
    All rights reserved
    Barriers
    Content : too much, too little, selective
    Speaker : delivery, attitude
    Medium : distance and environment
    Distractions: extraneous
    Mind Set: attitudes
    Language: ambiguity, misinterpretation
    Listening Speed: rate, think time
    Feedback : inappropriate, hasty

    Business Communication ©Oxford All rights reserved


    University Press, 2012
    LISTENING SKILLS
    IS ONE OF GREAT LEADER
    BASIC TRAITS

    All rights reserved


    Lecturer’s note
    Strategies
    Decide your goals
    Be aware of your options
    Decide when to speak and when to listen
    Plan what to say when you speak – focusing and
    clarifying
    Be Attentive : stop multi-tasking, recap, use body
    language

    Business Communication ©Oxford All rights reserved


    University Press, 2012
    HOW EXACTLY COMPANIES
    HAVE LISTENED TO
    CUSTOMERS AFTER THE
    CRITICISM?

    All rights reserved


    Lecturer’s note
    HOW DO YOU “LISTEN” TO
    ADVERTISEMENT?

    All rights reserved


    Lecturer’s note
    FAREWELL SPEECH
    What Dos and Don’ts…what
    audiences want to listen to?
     mood of audiences
    Shorter or longer speech?
    Sad or happy atmosphere?
    Context appropriate or not?
    Audiences’ state of mind?
    Audiences’ receptiveness?

    All rights reserved


    Lecturer’s note

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