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

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

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

4. 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

5. 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

6. The Listening Process Receiving Decoding Remembering Evaluating
Responding

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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 …

13. 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

14. 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 …

15. 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.

16. 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

17. 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

18. 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

19. 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!

20. 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!)

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

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

23. 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

24. 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

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

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