1. Unit 4Business Communication

2. 1. What is listening? 2. Types of listening 3. Barriers to listening 4. Strategies for effective listening 5. Listening for managerial success Unit 4Business Communication

3. 1. Discriminative listening – differentiate between sounds of words 2. Comprehension listening – understand meanings of sounds 3. Evaluative listening – critically evaluate speaker’s words 4. Appreciative listening – pay heightened attention to selective information Unit 4Business Communication

4. 5. Empathetic listening – understand emotions behind words 6. Therapeutic listening – offer solutions to problems 7. Dialogic/Relational listening – exchange ideas with speaker Unit 4Business Communication

5.  Physiological barriers - hearing/memory problems - “speaker-listener” gap  Environmental barriers - physical distractions - information overload  Attitudinal barriers - preoccupations - ego problems Unit 4Business Communication

6.  Faulty assumptions - communication depends on speaker - listening is passive - speakers control communication  Cultural barriers - accents - differences in values  Gender barriers - differences in listening styles Unit 4Business Communication

7.  Lack of training - listening should be developed  Poor listening habits - faking attention - listening for facts vs. content - tuning off

8.  Create distraction free environment  Make communication face-to-face  Show positive attitude and open mindedness  Use non-verbal cues while listening  Exchange ideas with speaker Unit 4Business Communication

9.  Listen fully before speaking  Use “speaker-listener” gap to note and review ideas  Listen for non-verbal messages  Focus on content vs. delivery  Ask questions of yourself Unit 4Business Communication

10.  Listening before job interviews - interviewee’s perspective  Listening during job interviews - interviewer and interviewee  Industry-specific listening - service industry Unit 4Business Communication

11.  Listening to customers - understanding needs - responding to complaints - believing the customer - thanking and apologizing to customers  Listening to employees - upward and downward communication - constructive performance reviews Unit 4Business Communication