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Art of Listening

In: Business and Management

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The Art of Listening

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Learning outcomes
• Explain what we mean by listening skills • Identify why listening skills are important, from an employability perspective • Identify key reasons why we often fail to listen effectively • Adopt simple listening techniques to ensure that you listen effectively

Introduction
• Almost 45% of time we spend in listening. • An essential management and leadership skill. • A process of receiving, interpreting and reacting to a message. • Difference between listening & hearing

Why Be A Good Listener?
Needs of the Customer… • To be recognized and remembered • To feel valued • To feel appreciated • To feel respected • To feel understood • To feel comfortable about a want or need

Traits of a Good Listener
• • • • • Being non-evaluative Paraphrasing Reflecting implications Reflecting hidden feelings Inviting further contributions • Responding non-verbally

Percentage of Communication
Mode of Communication Writing
Reading Speaking Listening

Formal Years of Training 12 years
6-8 years 1-2 years 0-few hours

Percentage of Time Used 9%
16 % 30% 45%

Listening is the most powerful form of acknowledgment …a way of saying, “You are important.”

Listening builds stronger relationships …creates a desire to cooperate among people because they feel accepted and acknowledged.

Listening promotes being heard

…”Seek first to understand, then be understood.” - Stephen Covey

Listening creates acceptance and openness

…conveys the message that “I am not judging you.”

Listening leads to learning
…openness encourages person growth and learning

Listening reduces stress and tension …minimizes confusion and misunderstanding, eliminating related stress and tension

Listening is CRITICAL in conflict resolution

…much conflict comes from the need to be heard. Successful

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