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    Nimra Ishtiaq
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    This document discusses the importance of communication skills, both oral and listening, in the workplace. It identifies key types of oral communication like meetings, presentations, and client interactions. The listening process involves receiving, interpreting, remembering, evaluating, and responding to information. Barriers to effective listening include pre-judgment, selfishness, and selective listening. Good listeners concentrate, ask questions, consider facts over emotions, and give feedback, while bad listeners are easily distracted. Techniques for effective listening include preparing, avoiding pre-judgment, establishing eye contact, and blocking out distractions.

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    This document discusses the importance of communication skills, both oral and listening, in the workplace. It identifies key types of oral communication like meetings, presentations, and client interactions. The listening process involves receiving, interpreting, remembering, evaluating, and responding to information. Barriers to effective listening include pre-judgment, selfishness, and selective listening. Good listeners concentrate, ask questions, consider facts over emotions, and give feedback, while bad listeners are easily distracted. Techniques for effective listening include preparing, avoiding pre-judgment, establishing eye contact, and blocking out distractions.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    Download as pdf or txt
    12 views13 pages

    Chapter NO. 2

    Uploaded by

    Nimra Ishtiaq
    This document discusses the importance of communication skills, both oral and listening, in the workplace. It identifies key types of oral communication like meetings, presentations, and client interactions. The listening process involves receiving, interpreting, remembering, evaluating, and responding to information. Barriers to effective listening include pre-judgment, selfishness, and selective listening. Good listeners concentrate, ask questions, consider facts over emotions, and give feedback, while bad listeners are easily distracted. Techniques for effective listening include preparing, avoiding pre-judgment, establishing eye contact, and blocking out distractions.

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    of 13

    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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