Communications for Business Lecture 10: Listening NCC Education - Title Master

Learning Objectives Understand the importance of listening Appreciate different types of listening Distinguish between effective and ineffective listening

Introduction “You’re hearing – but you’re not listening!” We all hear things all the time Listening is NOT the same as hearing …

Why is Listening Important? 80% of top executives say that listening is the most important skill needed to get things done If you do not listen, how will the speaker’s message get through? Can give you a competitive edge and enhance your performance

Different Types of Listening Content listening – understanding and retaining the speaker’s message Critical listening – understanding and evaluating the meaning of the speaker’s message Empathic listening – understanding the speaker’s feelings and appreciating their point of view

The Listening Process Receiving Decoding Remembering Evaluating Responding

Distinguishing Between Effective and Ineffective Listeners – 1 Listen actively Listen passively Take careful and complete notes Take no notes, or ineffective notes Make frequent eye contact with the speaker Make little or no eye contact Mentally paraphrase key points Fail to paraphrase Adjust listening style to the situation Listen with the same style regardless of the situation Give the speaker non-verbal clues Fail to give the speaker non-verbal feedback

Distinguishing Between Effective and Ineffective Listeners – 2 Stay focused on the speaker and the content Allow their minds to wander and are easily distracted Save questions until an appropriate time Interrupt whenever they disagree or do not understand Overlook stylistic differences and focus on the speaker’s message Are distracted by stylistic differences and can be judgemental Make distinctions between main points and supporting detail Are unable to distinguish main points from detail Look for opportunities to learn Assume that they already know everything of importance

Class Activity Work in groups of about 5 Why do you think top executives say that listening is the most important skill needed to get things done? 10 minutes Feedback to the class 5 minutes

Active Listening Listening is more important than talking Listening is harder than talking! Listening is not the same as hearing – you can hear but not listen Active listening is where you force yourself to listen to what the other person is saying

Listening Problems – 1 Failure to listen Failure to realise the other person is not listening whilst you are talking Desire to talk and be seen talking! Self-importance and desire to be centre of attention

Listening Problems – 2 Lack of interest in the other person’s point of view Fear of how to respond Lack of concentration Inability to understand the talker Plus many others …

Positive Aspects of Listening – 1 Enjoyment at sharing ideas Discovering new information Agreement on some future action Increased self or self-worth Clearer understanding of own ideas

Positive Aspects of Listening – 2 Ways of resolving a problem Satisfaction at having resolved something Clearer understanding of another person’s viewpoint Plus many others …

Listening Skills - 1 Concentrate on the speaker Watch body language Focus on what is being said and how it is being communicated Watch body language Uneasy movements? Inappropriate smiling? Etc.

Listening Skills - 2 Show your interest Avoid interruptions Eye contact. Smiling. Open posture (don’t cross arms or legs!) Avoid interruptions Let the other person finish before you speak

Listening Skills - 3 Seek clarification Recognise feelings If unsure of the message – ask questions Recognise feelings Show the speaker you recognise their feelings – let them know that you have “heard” the message

Listening Skills - 4 Allow silence Encourage and prompt Give the speaker time … they may be trying to communicate something difficult for them to articulate Encourage and prompt Show interest

Listening Skills - 5 Direct the conversation only when necessary Help the speaker if they are struggling to convey a message Avoid opinions and judgements Support is good – too much praise is not always helpful! Negative “judgements” are conversation killers!

Listening Skills - 6 Be wary of suggesting solutions If the conversation is a joint problem-solving situation then understand the ‘problem’ fully before offering a solution Helping the other person find their solution is a good option (even if ‘their’ solution is the same as yours!)

Receiving Feedback – 1 Listen carefully to what is being said Be appreciative of the other person’s viewpoint Seek clarification if you are unclear

Receiving Feedback – 2 Accept your imperfections – take feedback seriously Helps personal development and improvement Identify positive steps where you can improve

Class Activity Work in groups of about 5 What do you think are the main criteria to become an effective listener? Make a list and then prioritise your points. 10 minutes Feedback to the class 5 minutes

Conclusions Listening and hearing are not the same thing Active listening involves concentrating on the speaker and making sure you understand the message they are trying to convey Giving and receiving feedback is an important lifelong skill

References Payne & Whittaker “Developing Essential Study Skills”, 2nd Edition, FT Prentice Hall, ISBN: 978-1405840873 Cottrell “The Study Skills Handbook”, 3rd Edition, Pallgrave Macmillan, ISBN: 978-0230573055 Price & Maier “Effective Study Skills: Essential Skills for Academic and Career Success”, Prentice Hall, ISBN: 978-1405840736 Cameron “The Business Students Handbook: Skills for Study and Employment”, 5th Edition, FT Prentice Hall, ISBN: 978-0273730712

Lecture 10 – Listening Any Questions? NCC Education - End Slide Master