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

2. 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

3. Vocabulary
Listening
Active
Ineffective

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

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

6. Listening Skills 6

7. 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.

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

9. 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

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

11. 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

12. 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.

13. Information Overload TV Radio Ipod Video Games Movies Reading material
Advertisements

14. 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

15. 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

16. 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

17. 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

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

19. 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

20. 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

21. 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

22. 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

23. 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