Chapter NO. 2

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Chapter NO.

Speaking and Listening


Why Communication Skills Important?

• Get a job/deal
• To do the tasks effectively
• Keep the tasks for completion
• Earn promotions/profits
Oral Communication in the Workplace

• A private discussion
• A gossip in the lift
• A telephone conversation
• An informal gathering of staff
• Dealing with clients
• Formal meetings
• Interviews
• Training sessions
• Giving a presentation
• Seminars/Conferences
The Listening Process
1) Receiving
2) Interpreting
3) Remembering
4) Evaluating
5) Responding
6) Acting
Barriers to Effective Listening

• Pre-judgement
• Selfishness
• Selective Listening
Difference between Bad & Good Listener

A bad listener:
• Easily distracted
• Daydreams
• Fakes attention
• Tunes out dryer subjects
• Tunes out if delivery is poor
• Tends to argue
• Reacts to emotions
A good listener:
• Makes the most of opportunity
• Fights distractions
• Makes an effort to concentrate
• Uses body language to show attention
• Asks ‘What’s in this for me?’
• Considers the facts and data
• Forgives delivery errors
• Judges content over delivery
• Interrupts only to clarify
• Gives speaker a chance before judging
• Not obsessed with emotional words
• Considers evidence
Techniques for Effective Listening

• Prepare to listen

• Avoid pre-judgement

• Be open-minded
• Establish eye contact

• Don’t interrupt

• Watch for signals


• Judge content, not delivery

• Extract key points


• Give feedback

• Block out distractions

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