Employability Skills Personality Types Career Education and Work 13.3.11.A Evaluate personal Attitudes and Work Habits That Support Career Retention and Advancement Why Is Active Listening Important in the Business World?

Listening Skills Warm up Pair up with someone Speaker speaks for 1 minute Listener listens for 1 minute Reverse Using Ms. Word/PowerPoint write about the other person

Vocabulary Listening Active Ineffective

Listening Skills We were born with 2 ears and 2 eyes and only 1 mouth Listening helps create good relations with people 4

Listening Skills Not Just Hearing Processing or Working to Understand Concentration Required vs. Planning on a Response

Listening Skills 6

Did you Know……… 50% + of our work time is spent listening. Immediately following a 10-minute presentation the average person retains about half of what they hear and only one quarter of what they hear 48 hours later.

Did you Know……… 60% of all management problems are related to listening. We misinterpret, misunderstand or change 70 to 90% of what we hear.

Consequences of Ineffective Listening Lower employee productivity Missed sales – Billions of $$ Unhappy customers Billions of dollars in increased costs & lost profits Increased turnover Employees managers do not listen

Ineffective Listening causes: Misunderstandings Mistakes Jobs that need to be redone Lost sales and customers

Are you a Good Manager? Managers need to learn to listen actively Active listening involves absorbing what another person is saying and responding to the persons concerns 11

Listening Skills Think of someone you consider a good listener. What does this person do to be considered a good listener? Think of a person you consider a bad listener. What does this person do to be a considered a bad listener.

Information Overload TV Radio Ipod Video Games Movies Reading material Advertisements

What is Communication? Is the act of exchanging information Communication skills are important in all aspects of life, including business. What do you do the most of? Speaking Listening Other activities 14

Listening Skills An active listener registers: Increased blood pressure Higher pulse More perspiration It means concentrating on the other person rather than ourselves A lot of people just don’t do it

Are you a Good Listener? Are you open to what other people say to you, or do you make up your mind about things before you hear other peoples views? Do you become bored when other people speak? 16

Are you a Good Listener? Do you interrupt people when they are speaking? Do you daydream in school or at meetings? Are you hesitant to ask clarifying questions? 17

How to Listen Before After Tune in Minimize distractions Give complete attention Demonstrate interest After Take notes Ask questions Restate and Summarize

Using Active Listening to Handle Customer Complaints Knowing how to listen is an important part of dealing with customers. Using active listening skills helps managers understand why customers are dissatisfied. To listen well, you may have to ask questions 19

Using Active Listening to Handle Customer Complaints Responding The way managers respond to complaints can be just as important as the way they solve the customer’s problem. Business people should always be courteous and friendly when dealing with customers. They should demonstrate interest in determining what went wrong and figuring out what they can do to solve the problem 20

Using Active Listening to Handle Customer Complaints Making Sure the Customer is Satisfied Managers need to determine whether they have satisfied the customer’s needs. To do so, they must interpret the feedback they receive from the customer. 21

It’s Your Turn Break into pairs One is the customer the other the manager Role play a customer complaint Was the issue resolved? To Manager How would you respond to the customer complaint to make sure he/she is satisfied? To customer How did the manger make you feel, did he/she respond to your concern? Do you feel satisfied? Record your experience in Ms. Word

Listening Skills Read the article on Authentic Listening. Create a PowerPoint presentation on What is Authentic Listener Its effects How do you become an Authentic Listener Save presentation in your Employability Skills folder