WHAT IS LISTENING IN

BUSINESS
COMMUNICATION?
IT’S IMPORTANCE AND
EFFECTIVENESS.
Presented by: Prudente,
Jean Ericalyn R.
BSBA 2A
 WHAT IS
LISTENING?
Listening is receiving language
through the ears. It involves
identifying the sounds of speech
and processing them into words
and sentences. 
Listening means paying attention and
focusing with the intention of
understanding and responding
appropriately. Listening requires
concentration so that your brain processes
meaning from words and sentences.
 WHAT IS LISTENING IN BUSINESS
COMMUNICATION?

 Listening is a key to effective working

relationship among employees and between
management staff. Listening skills also
impact a company's interaction with
customers and other businesses.
“The art of effective listening is
essential to clear
communication, and clear
communication is necessary to
management success” ~James
Cash Penney
The Purpose of Listening
1. To specifically focus on the messages being communicated,
avoiding distractions and preconceptions.
2. To gain a full and accurate understanding into the speakers
point of view and ideas.
3. To critically assess what is being said.
4. To observe the non-verbal signals accompanying what is
being said to enhance understanding.
5. To show interest, concern and concentration.
6. To encourage the speaker to communicate fully, openly and
honestly.
7. To develop an selflessness approach, putting the speaker first.
8. To arrive at a shared and agreed understanding and acceptance
of both sides views.
 Listening
L – look interested/get interested
I – involve yourself by responding
S – stay in target
T – test your understanding
E – evaluate the message
N – neutralise your feelings
 LISTENING COMES
The FIRST
First and the foremost communication skill that
we learn in our lives is nothing but “ LISTENING
”

LISTENIN
G
SPEAKING
READING
WRITING
Listening in Business
Context
•  Effective listening is one of the essential
qualities of a successful manager.
• Good listening skills can help you locate job
openings, fare well in job interviews and be
selected for the job.
• Listening mistakes can lead to costly errors
such as retyping of important documents,
rescheduling of important meetings etc.
• It can boost quality, profits and productivity,
whereas poor listening has the exact opposite
effect.
 Listening to Customers
• Organizations today are beginning to
recognize the importance of being customer
oriented.
• Customer orientation means identifying and
then satisfying customer needs, which in turn
involves listening to what the customer really
wants.
• A dissatisfied customer can create negative
word-of-mouth publicity for your product
and company.
• Some approaches for handling customer
complaints and listening to customers.
 Listening to Employees
• Superiors need to be open to the suggestions and complaints o
employees.
• This is an indication that they are listening to their employees.
• Listening also means inviting suggestions and personal
opinions of employees through regular downward
communication.
• Performance appraisal is also part of downward
communication.
• A manager doing a performance review of a subordinate
should take care not to do a destructive review, where the
subordinate is criticized for poor performance.
• Manager should also practice ‘therapeutic listening’, whereby
the manager counsels the employee on how to improve
performance.
 Importance of Listening in
Business Correspondence

GAIN
INFORMATION
Listening enables us to acquire facts so that
we can make decisions that benefit our
business
 Importance of Listening in
Business Correspondence

DEVELOP
TRUSTis essential to building trust.
 Listening
 To develop trust, pay attention to verbal
instructions and deadlines.
 Importance of Listening in
Business Correspondence

MAINTAIN
 REPUTATION
The reputation of a business depends upon
listening skills.
 A company develops relationships with other
businesses through verbal communication
 Importance of Listening in
Business Correspondence

REDUCE CONFLICT
 Listening can reduce conflict
 A conflict can arise when an individual
feels misunderstood or mistreated, so
listen to what he/she is trying to tell
 Importance of Listening in
Business Correspondence

MOTIVATE
 AEMPLOYEES
manager can improve morale and
productivity by understanding what
motivates each employee ,so he/she should
be a good listener and listen to what they
have to say.
 Importance of Listening in
Business Correspondence

Listening is the first and the foremost

communication skill that we learn in our
lives. It has great importance in our everyday
life such as:
1. It helps in learning.
2. It increases one's understanding.
3.It builds stronger relationships by
creating a desire to co-operate among
people because they feel acceptance and
acknowledged. It creates acceptance and
openness.
4. It reduces stress and tension.
5. It resolves conflicts.
6. It can improve work quality on job
because it is the most frequent type of on-
the job communication.
THANK
YOU!!