Managérial

Communication (MC)
Topic:- Listening skills
MBA(GIA)

By- Ruchit joshi

Harkishan Bandiya
Krunal barad
Darshan Modi
Listening Skills:
Definition meanListening skills in managerial communication
being good at really paying attention to what
others are saying and understanding their thoughts
and feelings. It's not just hearing words but also
grasping the emotions and ideas behind those words.
Managers who are good listeners can build better
relationships with their teams, make better decisions,
and help their organization succeed.
Listening skills are the ability to pay attention to and effectively interpret what
other people are saying.

TYPES OF LISTENING SKILLS:-

- Deep listening occurs when you're truly committed to understanding the speaker's
perspective and message.
- Full listening includes trying to fully comprehend the practical content of a
speaker's message. You listen for the main ideas, facts, and details that the speaker
is conveying.
- Critical listening involves analyzing and evaluating the speaker's message for its
logic, credibility, and relevance..
- Empathic listening is similar to deep listening, but it focuses more on the emotions
and feelings of the speaker.
To practice your listening skills, you can try some of these tips:
 - Maintain eye contact with the speaker and nod or smile
occasionally to show your interest.
 - Avoid distractions such as your phone, computer, or TV while
listening.
 - Ask open-ended questions to clarify or expand on what the
speaker is saying.
 - Summarize or paraphrase what the speaker has said to check
your understanding.
 - Give feedback or share your opinions respectfully and
constructively.
Hearing and listening
Hearing and listening are two different things.

What is hearing?
Hearing is a passive process. It does not require any conscious
effort on our part. We can hear sounds even when we are not
paying attention.

What is listening?
Listening is the active process of receiving, understanding, and responding to spoken or
written messages. It requires attention, focus, and effort. Listening is essential for effective
communication, as it allows us to build relationships, learn new information, and solve
problems.
Here is a practical example explaining the difference between hearing and listening:
You are sitting in a coffee shop with a friend who is talking about a
difficult problem they are having at work. You are listening to them,
but you are also thinking about what you are going to say when they
are finished talking. You are not fully paying attention to what they
are saying, and you are not trying to understand their perspective.
This is an example of hearing but not listening. You can hear the
sounds of your friend's voice, but you are not fully engaged with
what they are saying.

Now, imagine that you are sitting in the coffee shop with your friend, and you are giving
them your full attention. You are making eye contact, nodding your head, and asking
clarifying questions. You are trying to understand the problem from their perspective, and
you are not thinking about what you are going to say next.
 Features of a good listener in managerial
Features of communication.
a good
Being a good listener in managerial
Listener communication is a valuable skill that fosters
effective leadership and team collaboration.
Here are the features of a good listener in a
managerial context:
Attentiveness:
Good listeners pay full attention to the speaker,
making them feel valued and respected. They avoid
distractions and stay focused on the conversation.

Open-mindedness:
They approach conversations with an open and
nonjudgmental mindset, allowing for diverse viewpoints and
ideas to be expressed.
Patience:
Effective listeners are patient, allowing the speaker to
express themselves fully without interrupting or rushing the
conversation.
Nonverbal Cues:
Good listeners use positive nonverbal cues, such as maintaining eye
contact, nodding, and using facial expressions that convey interest and
engagement.

Asking Clarifying Questions:

They ask thoughtful questions to seek clarification or
further information, demonstrating their genuine interest in
understanding the message.
Paraphrasing and Summarizing:
Good listeners often paraphrase or summarize what they've
heard to ensure they've grasped the key points and to show their
commitment to understanding.

Feedback:
They provide constructive feedback when appropriate,
acknowledging the speaker's points and contributing to the
conversation in a meaningful way.
Respect for Silence:
Effective listeners are comfortable with moments of
silence, allowing the speaker time to gather their thoughts
or express themselves without feeling rushed.

Adaptability:
They adapt their listening style to the speaker's needs
and communication preferences, recognizing that different
people may require different approaches.
Conflict Resolution:
Good listeners can mediate and help resolve conflicts
by actively listening to both sides and facilitating a
constructive dialogue.

Trustworthiness:
They maintain confidentiality and create a safe space for
open and honest communication, building trust with their
team members.
Feedback Loop:
They often seek feedback from the speaker to confirm their
understanding and ensure that the message was received as intended.

Follow-Up:
Effective listeners follow up on conversations and
commitments, demonstrating their commitment to taking action
based on what was discussed.
Advisory Role:
In managerial roles, good listeners may also offer guidance, support,
and solutions when appropriate, while still prioritizing the speaker's
perspective.

Cultural Sensitivity:
They are aware of and respectful of cultural differences that may
affect communication, ensuring their listening approach is culturally
sensitive.
Ethical Listening:
They adhere to ethical principles, such as respecting confidentiality
and not using information shared inappropriately.

These features of good listening in managerial

communication enhance the leader's ability to build strong
relationships, resolve conflicts, make informed decisions,
and create a positive and productive work environment
 IMPORTANCE OF GOOD LISTENING
SKILLS :

Good listening is important in a wide range of

personal, professional, and social situations. Here are
some examples where good listening is crucial:
Good listening is important in a wide range of personal,
professional, and social situations. Here are some examples where
good listening is crucial:

Therapeutic Counseling:
In therapy or counseling sessions, good listening is
essential for therapists to understand their clients' issues,
feelings, and thoughts, and to offer effective support and
guidance.

Customer Service:
In customer service roles, listening is vital for
understanding customer concerns and needs. Effective listening
can lead to better customer satisfaction and problem resolution.
Education: Teachers who listen attentively to their students can
adapt their teaching methods, address individual learning needs, and
provide a more engaging and effective educational experience.

Healthcare: Doctors, nurses, and healthcare professionals need

good listening skills to understand patients' symptoms,
concerns, and medical histories, leading to accurate diagnoses
and treatment plans.

Job Interviews: Interviewers who listen carefully to job applicants

can make more informed hiring decisions and provide a positive
candidate experience.
Sales and Marketing: Effective salespeople and marketers
listen to customers' needs and preferences to tailor their
products and services, resulting in more successful sales and
marketing strategies.

Mentoring: Mentors who listen to their mentees can provide

more targeted guidance and support, helping mentees learn and
grow effectively.
Law:

 Lawyers listen to their clients to understand their legal

problems and provide advice.
 Judges listen to witnesses and lawyers to make decisions in
court cases.
 Mediators listen to both parties in a dispute to help them
reach a resolution.
Anatomy of poor
Listening
The anatomy of a
poor listener in managerial
communication can be
broken down into several key
traits or behaviors:
Anatomy of poor listening Cont... •Selective Hearing
•Interesting
•Preoccupation
•Judgement Attitude
•Lack of Empathy
•Impatience
•Ineffective Nonverbal Cues
•Failure to Ask Questions
•Defensive Behaviour
•Inattentiveness
•Lack of Feedback
 Anatomy of poor listening Cont...

Selective Hearing:
Poor listeners often pick and choose what they want to hear, focusing on information
that aligns with their preconceived notions or interests while ignoring or dismissing other
important points.

For example, imagine that someone started talking to you while you
were trying to finish watching an episode of a TV show. Chances are
good that you didn't hear much of what they said to you. Your brain
prioritized the sound of the TV over that person's voice because your
goal was to finish watching the show.
 Anatomy of poor listening Cont...

Interrupting:
They frequently interrupt the speaker before they've finished their thoughts, which can be
disrespectful and disrupt the flow of communication.

•A loud noise can interrupt your sleep or

concentration and make you lose focus.
 Anatomy of poor listening Cont...

Preoccupation:
Poor listeners may be mentally preoccupied with their own
thoughts, concerns, or tasks, making it difficult for them to fully engage
in the conversation.

Example:-
thinking or worrying about something too much: She's been very
preoccupied recently because her mother has been very ill.
 Anatomy of poor listening Cont...

Judgmental Attitude:
They may quickly form judgments or assumptions about what the speaker
is saying, which can lead to misunderstandings and hinder open and honest
communication.

Examples include a person being very accepting of most

people, but having a judgmental attitude when meeting
people who aren't well-dressed, or jumping to
conclusions about someone based on their job or social
status.
 Anatomy of poor listening Cont...

Lack of Empathy:
Poor listeners often struggle to empathize with the speaker's perspective, emotions, or
experiences, making it challenging to connect on a deeper level.

Example:-
Lack of empathy may also blame the person for what
they're experiencing. For example, they may say things like,
“If you didn't do those things, you wouldn't be in trouble
now.”
 Anatomy of poor listening Cont...

Impatience:
They may exhibit impatience, wanting to rush through conversations or
get to the point quickly, without allowing the speaker to express themselves
fully.

Ineffective Nonverbal Cues:

Nonverbal cues, such as eye contact, body language, and facial expressions,
play a crucial role in listening. Poor listeners may display nonverbal signals that
convey disinterest or distraction.
 Anatomy of poor listening Cont...

Failure to Ask Questions:

They may not ask clarifying questions or seek additional
information, missing opportunities to gain a better
understanding of the message.

Defensive Behavior:
Poor listeners may become defensive when faced
with criticism or differing opinions, making it challenging
for others to share their perspectives openly.
 Anatomy of poor listening Cont...

Inattentiveness:
They may appear disengaged, such as checking their phone,
looking around the room, or appearing bored during the
conversation.

Lack of Feedback:
Poor listeners often provide minimal or no feedback,
which can leave the speaker uncertain about whether their
message was understood or valued.
Anatomy of poor listening Cont...

These traits collectively hinder effective communication

in a managerial context, leading to misunderstandings,
decreased trust, and potential problems within the
organization. Managers should be aware of these traits
and work to improve their listening skills to enhance
their leadership and communication effectiveness.
Thank You

By- Ruchit joshi

Harkishan Bandiya
Krunal barad
Darshan Modi