1. L ISTENING S KILLS Chapter 3.2 Business Communication and Presentation

2. L ISTENING The most frequent form of communication People spend more than half of their waking time communicating. Much of this time is spent listening. The higher your position in a company, the more time you spend listening to others.

3. T HE L ISTENING P ROCESS 3 3.2 Listening Skills Hearing Detecting sounds Focusing Attention Concentrating on the speaker and what he or she says Understanding Attaching meaning to the speaker’s message Remembering Recalling a message you have seen or heard

4. T YPES OF L ISTENING Casual listening Active listening Informative listening Evaluative listening Emphatic listening Reflective listening 4 3.2 Listening Skills © Photodisc / Getty Images Casual listening is relaxed and involves little energy or effort.

5. C ASUAL L ISTENING Hearing and understanding a message but not trying to remember the message in the long term Passive listening Examples Watching a movie Talking at lunch Expends little energy or effort

6. A CTIVE LISTENING Informative Obtain information or understand a message Doctors talking with patient Interviewers talking with an applicant Evaluative Judging the importance or accuracy of a speaker Critical listening Presidential Candidates Speech Emphatic Trying to understand the speaker’s point of view, attitudes, or emotions Resolving problems Reflective Understanding and restating speaker’s message Guidance counselor talking to a student about career goals

7. B ARRIERS TO E FFECTIVE L ISTENING Attitudes about the speaker or topic Appearance, mannerisms, tone of voice, body language Too detailed or long, Uninterested in message, Too technical Prejudices or opinions Assumptions Environmental Distractions Ringing phone, eating during a speaker’s presentation Physical discomfort Room temperature, headache or illness Divided focus Daydreaming, notetaking 7 3.2 Listening Skills

8. L ISTENING E FFECTIVELY Share the responsibility Focus on the main idea Evaluate the message Provide feedback Take notes Overcome poor listening habits Listening in specific situations Small groups Conference settings 8 3.2 Listening Skills

9. W ORKPLACE R ELATIONSHIPS Employee and manager relationships Coworker relationships Customer relationships 9 3.3 Teamwork Be fair and honest in your dealings with customers.

10. R ESOLVING C ONFLICTS Listen and talk with coworkers Identify the underlying cause of the conflict Focus on issues or behaviors, not on people Think objectively Be willing to admit your mistakes and apologize Avoid assigning blame Do your part to make the proposed solution work 10 3.3 Teamwork

11. W ORKPLACE T EAMS Special teams Advantages of teams Disadvantages of teams Virtual teams 11 © Blend Images / Getty Images Workplace teams are a trend in American companies. 3.3 Teamwork

12. W ORKING E FFECTIVELY IN T EAMS Team roles Leader Challenger Doer Thinker Supporter Recorder Learning to work together 12 3.3 Teamwork

13. G UIDELINES FOR T EAM S UCCESS Identify the goals and determine tasks Identify resources Assign duties Communicate regularly Resolve conflicts Brainstorm ideas Evaluate procedures Celebrate success 13 3.3 Teamwork

14. P ROBLEM -S OLVING S TEPS Identify the problem Describe effects of the problem Brainstorm solutions Evaluate the possible solutions Test the selected solution Evaluate the results 14 3.3 Teamwork Brainstorming is generating ideas or possible solutions for a problem.

15. S TANDOUT T EAM M EMBERS Focus on the team’s goals Are reliable and responsible Contribute ideas and opinions Find roles to fill Are supportive of team members Keep the team’s affairs confidential Do not take criticism personally 15 3.3 Teamwork

16. L EADERSHIP Leadership: providing guidance and inducing others to act Important for managers and other employees Career-related student organizations help build leadership skills 16 3.3 Teamwork