...Art of Listening www.humanikaconsulting.com 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...
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...Listening and Effective Workplace Communication James Humes, a former presidential speech writer, stated that, "the art of communication is the language of leadership" (Leading Thoughts, 2010). Communication is an essential process that is common in the workplace. Everyone in the workplace especially leaders must communicate with others. Ideas, conversations, disagreements, and commitments can all be exchanged through communication. Anyone can communicate but it takes discipline and skills to effectively communicate. These skills can include feedback, presentation, non-verbal communication, and listening. Listening is the most valuable skills to effective workplace communication because it enhances job effectiveness, relationships and responses. Most people equate hearing with listening and they do not take time to improve their listening skills. To be an effective communicator a person must understand the differences between hearing and listening. Listening is an active process that requires more effort than it takes to hear. “Listening is the conscious desire to determine the meaning of what is heard” (Behera, 2010). Hearing a message rather than listening could cause a person to agree to something that they did not intend to. An active listener participates in the communication process by being focused on the message that is being communicated. The in-depth process of listening will result in a verbal or non-verbal response to let the communicator know that...
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...The Lord was in the still small voice - 1 Kings 19:12. In what other ways might we hear The Lord speaking? This overview considers the question set, possible ways to interpret it and the need to frame it within an Anglican course context that itself reflects rich, diverse practices of praising, listening to and hearing God. The title of this essay refers to Elijah’s two mountain top experiences on Carmel and Horeb that depict how God speaks in contrasting ways; through spectacular events and displays of power and through a whisper which both calms and rouses the heart. Moving quickly through the story in 1 Kings 19, we see Elijah who has stopped rain, challenge the false prophets of Baal and Asherath to reveal the true God in a fiery showdown on Mount Carmel. After he has ordered the death of the false prophets, Queen Jezebel threatens his life. Elijah, discouraged, flees into the wilderness heading for Mount Horeb (Sinai) a significant place of God’s voice and revelation to Moses, at a key moment in the history of Israel. Perhaps in journeying to Sinai, Elijah hoped for a fresh encounter and revelation of God. Unlike Moses’ experience, God does not partially unveil his countenance. Instead, Elijah hears a still small voice in his cave of refuge, with God asking him what he is doing there. We might imagine that after calling out to God and seeing him work through spectacular events that Elijah would be reassured of God’s infinite power and love. However he is human...
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...of trust apparent to all. This article includes ways to do that. Limit Lecturing To ensure that employees will make good decisions, managers often begin to lecture. If you reflect on this, you will soon realize that lecturing and telling your employees what to do implies that you do not have faith in their decision-making abilities. This can result in their becoming defensive. In addition, the employees can lose faith in their own confidence to make decisions. If people do not have faith in themselves, then the manager’s faith in them decreases even more, and the lecturing begins again. Listen to Learn Epictetus is credited with the statement: “Man has one tongue but two ears that we may hear from others twice as much as we speak.” Listening to learn and valuing people’s feelings and ideas is what promotes the ability of managers to effectively communicate...
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...Graduate Study Challenges and Strategies for Personal success The decision to start school again can be challenging for anyone, and the adult graduate student faces their unique set of challenges. The adult student is, usually, facing an act of balancing academic life and personal life responsibilities. In addition to that, the online learner has different challenges compared to the traditional student. I’m now starting to learn about these challenges such as time management, self-motivation and what it truly means to be an online student. I’m starting to develop my strategies for success through better communication, time management and realistic goals. Personal and Professional Goals The concept of a goal for me is a unique ambition that I’m striving to achieve. Goals can start to build from personal values. As a child, I grew up with parents with no strong formal education. My mother pushed her children and herself out of project housing to reach her goals. She instilled education in me to be a tool that no one could take away from me, and a means to move forward in life. She showed me with strong work ethic success is possible. My personal goal is to achieve my master’s degree to set a strong example for my children the same as my mother did for me. My professional goals for perusing master’s degrees are to become more established in my career. In nursing, there is a glass ceiling without furthering my education I feel I have met that ceiling. Education can only add to my...
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...As a middle manager of a health care organization, leadership has asked you to create training materials for your employees. The Creation of this quality-training manual for the various positions in this organization is an important part of the institution's quality management plan. The training session, serves the important purpose of providing a consistent way to communicate instructions to employees about how to perform essential functions of their jobs. It benefits supervisors responsible for educating employees about their jobs, but also provides content and structure vital in training new hires as well as managing the performance of current workers. Information provided, is about the processes and procedures employees are required to follow as well as tasks that form the basis of their jobs they are charged with performing. The training manual content is based on objectives clear enough to enable trainees to master the material with ease. The training will initially be conducted by means of Power point slides and a Training Manual handout. This information is accessible via the Upstairs Solutions Online Training Center Login Management Software. This Program will enable management to track and report employee training and ensure training compliance. The feed back form should be filled out to evaluate the training program, instructor and handed in at the end before the attendees leave. (See appendix A) Health Care and Human Services (Middle Manager Training Program:...
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...FACTORS THAT AFFECTS THE ENGLISH SPEAKING COMPETENCIES OF SELECTED SECOND YEAR COLLEGE STUDENTS OF TOMAS CLAUDIO COLLEGES S.Y. 2016-2017 An Undergraduate Thesis Presented to the Faculty of College of Education and Liberal Arts of Tomas Claudio Colleges Morong, Rizal In partial Fulfillment of the Requirements for the Degree Bachelor of Secondary Education Valerie Dianne S. Alimpolos Nicole Mae C. Barba Erdy T. Picones May 2016 Chapter 1 THE PROBLEM AND ITS BACKGROUND Introduction Education is a bridge from misery to hope. It is a tool for daily life in modern society. It is a bulwark against poverty, a platform for democratization, and a vehicle for the promotion of cultural and national identity. For everyone, everywhere, education is the road to human progress and the means through which every man; woman and child can realize his or her full potential. Teachers impart their knowledge by transmitting information through communication. Teachers will do a better job if they communicate well with their students. As stated in the 1987 constitution, Article XIV, section 7 which provide that: “For purpose of communication and instruction, the official languages of the Philippines are Filipino, until otherwise provided by law, English” Communication is a complex process, any stage of this process; things may go wrong, making the communication less effective. This constitution conveys that our...
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...Leadership Is a Conversation by Boris Groysberg and Michael Slind The command-and-control approach to management has in recent years become less and less viable. Globalization, new technologies, and changes in how companies create value and interact with customers have sharply reduced the efficacy of a purely directive, top-down model of leadership. What will take the place of that model? Part of the answer lies in how leaders manage communication within their organizations—that is, how they handle the flow of information to, from, and among their employees. Traditional corporate communication must give way to a process that is more dynamic and more sophisticated. Most important, that process must be conversational. We arrived at that conclusion while conducting a recent research project that focused on the state of organizational communication in the 21st century. Over more than two years we interviewed professional communicators as well as top leaders at a variety of organizations—large and small, blue chip and start-up, for-profit and nonprofit, U.S. and international. To date we have spoken with nearly 150 people at more than 100 companies. Both implicitly and explicitly, participants in our research mentioned their efforts to “have a conversation” with their people or their ambition to “advance the conversation” within their companies. Building upon the insights and examples gleaned from this research, we have developed a model of leadership that we call “organizational...
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...Leadership Is a Conversation by Boris Groysberg and Michael Slind The command-and-control approach to management has in recent years become less and less viable. Globalization, new technologies, and changes in how companies create value and interact with customers have sharply reduced the efficacy of a purely directive, top-down model of leadership. What will take the place of that model? Part of the answer lies in how leaders manage communication within their organizations—that is, how they handle the flow of information to, from, and among their employees. Traditional corporate communication must give way to a process that is more dynamic and more sophisticated. Most important, that process must be conversational. We arrived at that conclusion while conducting a recent research project that focused on the state of organizational communication in the 21st century. Over more than two years we interviewed professional communicators as well as top leaders at a variety of organizations—large and small, blue chip and start-up, for-profit and nonprofit, U.S. and international. To date we have spoken with nearly 150 people at more than 100 companies. Both implicitly and explicitly, participants in our research mentioned their efforts to “have a conversation” with their people or their ambition to “advance the conversation” within their companies. Building upon the insights and examples gleaned from this research, we have developed a model of leadership that we call “organizational...
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... |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | |skills about your issues rose, also...
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...The Comparison of Transformational, Servant, and Charismatic leadership by Matthew Snyder The concepts of transformational, servant and charismatic leadership all focus around their effects on those who follow them. Even though each style is different they all do contain components of the other, and they all can be very effective under the right situation and administered by the right person. At the same time each style may show similarities to one another, they are also three very different types of leadership. The first is based on transforming the followers and creating a more independent environment, the second is a lead by example style where the leader motivates the followers by being one of with the followers, and the charismatic leader focuses on inspiring the followers to be more than they are. As you read through this paper you will see how I show each style as a proven method of leading, while staying objective to show how not one is actually the "Perfect" method, because every situation requires a leader to adjust their leadership style, and what works for one person or situation necessarily won't work for another . Also, you will see that each of these methods rely on a lot of the same core values and morals within the leader themselves. Also you will be presented with thought provoking information that shows in some instances these methods are actually ineffective and could cause a situation to actually get worse, because there are certain situations...
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...A Lesson in Communicating Bad News: The Toyota Recall Crisis: Missteps, Miscommunications, and Missed Opportunities Mari E. Friedrich MGT 460 June 24, 2015 Abstract The paper will serve to examine the corporate leadership failures of the Toyota 2009-2010 defective acceleration recalls. Focusing specifically, on a case that occurred in the state of California in 2011, resulting in a massive recall by Toyota, and nearly 30 percent of all U.S. vehicle recalls in 2010. This study will center on Toyota’s response on the case facts and its internal and external communications with Toyota North America, the Toyota owners, and the National Highway Traffic and Safety Administration (NHTSA). It will also address key stakeholder issues and risks to the Toyota brand. Finally, desirable outcomes will be outlined for resolving the ethical challenges by Toyota, as well as possible solutions that could have been implemented and recommendations for the future. A Lesson in Communicating Bad News: The Toyota Recall Crisis: Miscommunications, Missteps, and Missed Opportunities Case Introduction There has been an unprecedented period of corporate crises over the past decade. Effective crisis management has been a key element in whether a company can ride the storm and come out the other side. There is a constant presence of crises in the world of business and global business today that the public has seen firsthand. A crisis can happen to any company, large or small in every...
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...MGMT 280 Business Communica3ons Class 3 Tuesday, January 15, 13 1 But first.... A story about Love Communica3ons And Rela3onships Tuesday, January 15, 13 2 Tuesday, January 15, 13 3 A Review of the Basics 1/3 of the class did not follow direc7ons Tuesday, January 15, 13 4 (I am trying to help you get prepared for the real world) 1. All email goes to this email address only: barnesjw@seaEleu.edu 2. Meet the deadlines. One email message said, “Hey professor, sorry I was traveling.” 3. Save papers with your name, class name, and assignment name in the file name. Example: John Doe, MGMT 280, Nonverbal Assessment. Do not save your papers with file names such as: “paper” “first paper” “MGMT 280” “nonverbal paper” “280 paper” 4. All email messages must have an email signature. Tuesday, January...
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...| | | | | Developing Effective Communication in Health and Social Care | | | | | Table of ContentsContexts of Communication 1Forms of communication 2Verbal Communication Skills 3Non-verbal communication 4Theories of Communication 5Theories of Communication 6Assessing the role of effective communication 7Assessing the role of effective communication 8References 9 | | | ReferencesWalsh, M. and Olayiwola, E. (2011). BTEC national. London: Collins Education.Moonie, N. (2010). BTEC Level 3 national health and social care. London: Edexcel.Mitchell, S. (2015). [image] Available at: http://designwebkit.com/web-design-tips/how-physician-website-build-relationship-with-patients/ [Accessed 29 Oct. 2015].Anon, (2015). [image] Available at: http://katiecommunication.blogspot.co.uk/2011/09/communication-topics_08.html [Accessed 28 Oct. 2015].Team of doctors having video conference meeting in hospital. (2015). [image] Available at: http://www.dreamstime.com/stock-photo-doctors-having-video-conference-meeting-hospital-team-image44595386 [Accessed 29 Oct. 2015].Freshwater UK, (2015). [image] Available at: http://www.freshwatercreative-uk.com/news [Accessed 29 Oct. 2015].Reed Business Information Ltd, (2015). [image] Available at: http://www.communitycare.co.uk/2012/07/26/how-social-care-staff-can-improve-their-communication/ [Accessed 29 Oct. 2015].Watson, J. (2015). Dr Ellis said the method of communicating allows for “meaningful interactions”.. [image] Available at: http://www...
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...bought out in order to achieve the goal that lies ahead. Meetings are the place where any one person can find out where they fit in when the meeting is being conducted (Hattersley, 2008). Meaning, what role do they play within this meeting ahead? Many people when hearing the word roles they assume you are referencing a play or production (Bressen, 2011). But, roles in the meeting sense are the many parts that we each play in the meeting within a group or individually. All roles serve a purpose for the individual or the group in the meeting. There is someone who is going to be rough, straight forward, detail oriented, someone who is going to want something completed yesterday. Also, there is someone from the group who is a risk taker, someone who is cautious. You will also have someone who needs to be directed step by step and maybe someone who needs to feel like they can say anything at anytime with no fear (Bressen, 2011). The groups that prosper usually will create the best ways to incorporate the diversity amongst each person that is there by creating a balance for all involved in the group (Bressen, 2011). There are several different types of roles that are used when going into a meeting. Think about what role you might play prior to heading into a meeting. Everyone that we know will put us into the category or character that they type cast us as but, we can decide on what role we want to play within the meeting depending on the specific occasion (Hattersley, 2008)...
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