...Lesson Plan Class: HND Topic: Listening Skills . Objective: By the end of this session students will be able to write email. Total Time: 60Minutes Segment | What and How? Describe Activities | Materials | Time | 1. Warm up and /or review | 1. Divide students into pairs. Ask them to share a time when they were talking to someone about something important and they thought the other person was not listening to them. Have them share what it felt like to not be listened to. | NA | 5 min. | 2. Introduction | Share with students that they will practice active listening skills to make them better listeners. Ask for two volunteers, a speaker and a listener, to come to the front of the class. Ask one student to speak to the other student for one minute about what she/he did after school the day before. Direct the student (privately) who is in the listening role to use poor listening skills, e.g. look at your watch, interrupt, avoid eye contact, look bored or impatient, tap your foot or fidget. | NA | 5 min. | 3. Presentation | Explain the PPT | PPT | 25min. | 4. Practice | Take up a listening activity | Worksheet | 20 min | 5. Evaluation(Homework/Assignment/Class work) | NA | NA | 0 min. | 6. Application/Closure | Lead a whole class discussion using some or all of the following questions: What did it feel like to really be listened to without being interrupted? Does that happen often in your life? Why or why not? What made this activity challenging...
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...7 Listening Skills To Solve Customer Complaints Most people only listen to about 25% of what they hear. They tune out the other 75%. You can't afford to operate like that. Every action you take depends upon the information the customer tells you over the telephone. You don't have the option of looking at customers' body language to help you figure out how they really feel. So you have to make sure your listening skills are fine-tuned exceptionally well. Techniques to give customers your undivided attention ... 1. Give your customers your full attention. Focus on what they are saying by clearing your mind and having an orderly desk and free hands. Remember, your brain can process information at 450 words per minute, while your customer only speaks 125 to 150 words per minute. Don't let yourself use your spare "brain time" to daydream. 2. Listen with an open mind. Be prepared to hear things you may not like or want to hear, but that could be valuable in helping you satisfy your customers later. Also remember, not everything you hear is equally important - listen carefully for the real issues and deal with them. 3. Ask questions respectfully. If the information is complex or you're unclear about anything, ask the customer to clarify it. Don't add to the meaning of what you're being told, and repeat what you understand back to Page 1 of 2 the customer to make sure you can provide the best service possible. 4. Acknowledge the customers' concerns. Tell the clients that you understand...
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...and Reinsch's 1988 study (pg. 161) found that a listener's responsiveness to others was crucial to effective listening. Describe three behaviors you could enact that demonstrate responsiveness. Then, describe how each behavior will improve your listening. (hint: it will be easier to answer this question if you try out your responsive behaviors in a real listening situation like a class) A behavior that could demonstrate responsiveness could be displaying good eye contact. If you’re making good eye contact with the speaker you’re able to get more out of it because not only will you be more focused on what the speaker is saying, but also you're showing the speaker that you’re actually listening. Another way is to show facial expressions or nod your head. By doing this you’re showing the speaker that you’re following what they’re saying. Also, it’s important that you provide the speaker with feedback or advice because that shows that you were overall listening to what the speaker is talking about. If you force yourself to think of giving feedback to the speaker, then you’re more likely to concentrate on their topic. 2. Most of us engage in ineffective listening at some point. Identify and describe two ineffective listening strategies that you employed in the past (see pgs. 162-178). Why were they ineffective? Glazing over is one very common ineffective listening strategy because many people that get bored with a topic tend to “space out” and completely tune out everything...
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...Website review Name: Number: Course: Lecturer: Date: Background to the business and business goals Over the past years, tourism has undergone persistent developments and increasing diversification to emerge one of the quickest growing sectors of economy in the universe. Today’s tourism is closely related to improvements and integrates growing amount of new destinations. These changing features have converted tourism into a critical booster for socio-economic developments. At the moment, the business magnitude of tourism equates or even supersedes that of oil exports or automobiles. Tourism has topped as one of the major participants in international commerce, and at the same time represents one of the major income avenues for many third world countries. Dread bus services were established in 2004 where it started operating on small scale. From this humble start Dread bus services has now grown in terms of experience and infrastructure over a period of 8 years. We deal with Commuter Passenger Services, Inter-City Passenger Services, Private Hires Staff transport for hotels and company, School Transport and vehicle cleaning. Dread bus services is based in gateway city which is our headquarters hence it forms the central point of travelling in driven. Most buses are privately owned though there are few public buses. The services offered are in a bid to organize and have companies which are profitable formal companies strive to get a website...
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...------------------------------------------------- Value of Listening Skills Effective of listening is a quality which we all must have during our day to day life. The basics of listening appear to be quite simple; however, with a little thought on the matter, the depth of the listening is far from basic. Hearing and listening can be seen same at one point but do not let yourself get deceived. Hearing is a physical process and listening is both physical and psychological. There are several purposes of listening. If you are a good listener, it will be a huge help in school, at work, in relationship, and in other situations. It also allows us to easily express information and communicate with others. You can listen to understand, listen to appreciate and you can listen critically. ------------------------------------------------- Listen: To pay attention to somebody or something ------------------------------------------------- You can hear ---OXFORD ADVANCED LEARNER’S DICTIONARY ------------------------------------------------- 6th Edition--- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Listen: To pay attention to somebody or something ------------------------------------------------- You can hear ---OXFORD ADVANCED LEARNER’S DICTIONARY ------------------------------------------------- 6th Edition--- ------------------------------------------------- ...
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...Effective Listening Skills Student Name Course/Number Date Instructor Name Introduction Listening is defined by the International Listening Association as the process of receiving and constructing meaning from verbal or non verbal messages, and then offering a response (Cheesebro, O’Connor, & Rios, 2010). This implies that to offer accurate responses in various situations including during conflict resolution, one must be able to receive the information accurately through effective listening in order to draw meaning and respond to the parties in question appropriately (Shermerhon, Hunt, & Osborn, 2004). It is through effective listening to a party that one is able to grasp the intended meaning and offer a relevant response. Effective listening skills are one of the main determinants of the progress of teaching, informing, and conflict resolution. However, various factors need to be put in place to ensure that listening enhances the quality of communication among the parties involved. It requires effective coordination between the brain and the ear as well as proper concentration by the parties involved. This study presents listening strategies employed in effective conflict resolution. Listening Process The starting point is the absorption of information through the ear which is the transmitting device to the brain as indicated below. Source: Cheesebro, T., O’Connor, L., & Rios, F. (2010). For listening to occur, hearing must first take place. While...
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...Andrea Beachum Effective Listening Strategies Paper BSHS 385 October 12, 2015 Audra Stinson Effective Listening Strategies Paper The understanding of what effective listening is and what it means is a vital part of the role of human service provider. Effective listening means more than just hearing what your client is saying to you when they are in a session. Effective listening means that you as the provider are able to understand their body language and other nonverbal cues. By using effective learning skills the human service provider can help the client by providing the right tools and resources to help them gain control over their situation and to help them find a way to a solution. What is effective listening? Effective listening is defined as the ability to actively understand and listen to what the client is saying and to show interest into what is being discussed. Effective listening also means that you are providing the client/individual with reflective feedback that demonstrates that you not only heard what they were saying but that you understand as well. (Effective Listening Skills, 2004-2015) Ways to demonstrate attentive/effective listening skills There are many different ways to show your client and others around you that you are actively listening to what they are saying. Some of these skills come naturally while others tend to need some practice. Listed below are some of the skills that are important when communicating...
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...Social workers as a profession must continue to further their education to ensure that the skills utilized are based on best practice methods. With the changing roles of social work within the addiction field, the skills needed by professionals transformed as well. However, the universal communication skills employed by the generalist practitioner are beneficial for implementing in the field of addiction. Communication is relevant skill regardless of methods employed by professional helpers. Listening is the key component of relating with others whether this is on a personal level or a professional one. Social workers begin a working relationship with the client system through the engagement process. The mode of creating this is through the listening process. Attending to the client verbal and nonverbal cues enables the addiction clinician to assess the clients’ perception of their problem and where they are in the change process. Even though the techniques applied in addiction counseling are altering; listening skills will still the...
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...http://vigaexalt.blogspot.com/2014/01/effective-listening-skills.html Why active listening is critical in business? Most of us tend to hear rather than LISTEN. Listen shows that you are serious and committed in acquiring and confirming the information. Paying attentive listening proves significant as an ability to understand thoroughly the defined meanings, understood the read lines clearly and enables to relate to with the speaker. We may have encountered poor listening habit which contributes to repetitive of tasks, poor quality output, customer’s dissatisfaction, wrong interpretation and waste of raw materials. How does a poor listening skill affect the overall operation? Several times when I order the required food and beverages at Mamak restaurants, there is bound to be a mistake. I ordered Tea but the waiter shall bring Ice Tea. One of the key weaknesses I noticed in a Mamak restaurant is their waiters shall take order without jotting down in their order record. Another incident related to poor listening skills was with Astro. I called their customer care line to inform the defects on the decoder due to lightening. Their customer representative had wrongly inserted my address and I had to wait up to 10 days for a new installation. Worse I had to call them every day to find out what went wrong. They only found it out one the 9th day that the address was inserted wrongly. My colleague who works as Quality Manager stated that his newly recruited foreign operators from...
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...Expressive skills and receptive skills make up the two skills of communication. Speaking and writing are generally referred to as expressive skills; they provide the means by which we express ourselves to others. The receptive skills, listening and reading, are the ways in which we receive information. It has been reported that senior officers of major North American corporations spend up to 80 percent of their working time in meetings, discussions, face-to-face conversations, or telephone conversations. Most employees spend about 60 percent of the workday listening. Since such a large percentage of one's waking time is consumed by listening activities, it is clear that we could increase our productivity through listening training. Listening consumes about half of all communication time, yet people typically listen with only about 25 percent of their attention. Ineffective listening is costly, whether it occurs in families, businesses, government, or international affairs. Most people make numerous listening mistakes every day, but the costsinancial and otherwisere seldom analyzed. Because of listening mistakes, appointments have to be rescheduled, letters retyped, and shipments rerouted. Any number of catastrophes can arise from a failed communication regardless of the type of industry. Productivity is affected and profits suffer. Research indicates that we hear only 25 percent of what is said and, after two months, remember only one-half of that. This has not always...
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...research to develop listening skills to the Engineering college students and teachers in Salem district is discussed. Key words : ICT, Listening skill, English language Teaching, Learning, Language lab quality Education. Introduction In ancient period Indian education system was followed by grurugula system students acquired knowledge from the guru (Teacher) residence stayed there and did needful service to guru. The rules were same for kings, prince, and normal laymen to stay in the guru residence to serve remittances to acquired valuable life skills. They also learnt the languages...
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...[pic] “Học lắng nghe “ có vẻ là một câu chuyện thật buồn cười với nhiều người . Nhưng thực tế :có mắt không đồng nghĩa với nhìn thấy, có não không đồng nghĩa với biết nghĩ, có tài không đồng nghĩa vớiviệc biết lắn nghe. Ngạn ngữ Nga cũng có câu “Con người mất 3 tuổi để học nói nhưng phải mất cả cuộc đời để học lắng nghe”. Lắng nghe không phải là bản năng mà là nghệ thuật, kĩ năng cần phải rèn luyện lâu dài. Lắng nghe chính là hùng biện nhất song lại ít người biết được điều đó . Trong giao tiếp với nhau chúng ta thường tranh nhau thể hiện mà thật ít người tranh nhau để lắng nghe. Để có một kĩ năng lắng nghe tốt bạn cần tuân thủ các bước sau đây của chu trình lắng nghe : Tập trung: Yếu tố đầu tiên để lắng nghe hiệu quả đối tác giao tiếp là tập trung. Tập trung có nghĩa là trong một thời điểm chỉ làm một việc. Nhiều người giao tiếp không thành công vì trong khi lắng nghe người khác truyền tải thông điệp thì để các công việc khác xen vào. Kết quả là thông điệp được truyền tải từ người nói đến người nghe không có chung một cách hiểu như nhau. Tập trung lắng nghe cũng là biểu hiện tôn trọng người nói, giúp người nói có thêm sự tin tưởng để giao tiếp một cách cởi mở hơ. Tham dự: Người nói phải có người nghe, người gửi phải có người nhận.Tham dự trong lắng nghe được biểu hiện bằng sự chú ý của đôi mắt, những cái gật đầu của người nghe. Về ngôn từ là những từ đệm nh: dạ, vâng ạ, thế ạ, thật không?... Hiểu: Nhiều cuộc giao tiếp diễn ra trong bối cảnh ông nói gà, bà nói vịt...
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...Overview This paper offers the non-subject specialist an overview of the literature which has influenced the development of listening and interpersonal skills in UK higher education. It refers to articles, seminal texts and writers within the field. In order to provide some context, the first section of the review covers some issues relating to the definition of listening and interpersonal skills and some examples are presented to demonstrate their interdependence. The importance of these skills within occupational and educational domains is also highlighted. The review then goes on to place listening and interpersonal skills in context by exploring historical perspectives, factors influencing current developments and providing an indication of issues which may affect future development. The paper introduces different approaches to listening and interpersonal skills within some key disciplines and considers the extent to which the teaching and learning of listening and interpersonal skills has been integrated within these discipline. In conclusion we consider emerging themes relating to advances in technology and widening participation, including the cross cultural agenda. A glance at the definitions section below will reveal the substantial overlap that exists between this topic and some of the other LearnHigher learning areas, most notably those relating to oral communications and group work. Although we acknowledge this overlap at various points during the review, readers...
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...Running head: Virtual Workplace and Listening Skills Video Virtual Workplace and Listening Skills Video GCU MGT 420 Arthur Keeley April 8, 2012 Virtual Workplace and Listening Skills Video Effective communication is a step to help others understand what another person is trying to address in solving problems, resolving differences, share ideas and trust, in order to give respect towards the individuals that are communicating with you. After watching the first part of the Listing Skills video I feel there is no effective communication happening between Pilar and Miguel. Miguel is over excited, would not stop talking, reading a magazine, checking his cell phone, giving no sign of eye contact, and giving out bad body language while Pilar was trying to address the issues he had with clients making them go over their budget. During the second part of the video Miguel was in shock form being pulled from the account since he did no listen at all during the last meeting. He was giving eye contact, agree to fix the issues that were addressed to him, and his body language was more calm when listing and showing effective communication towards Pilar during the meeting. Looking at the Virtual Workplace video between Angela and Ralph the communication levels were a lot better besides the first part of the video when Angela was always interrupting Ralph when he was speaking, hardly giving any eye contact, to trying to make excuses or avoiding...
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...Verbal and Nonverbal Communication and Listening Skills People use different forms of communication. Communication can be both verbal and nonverbal and both are equally important when a person is communicating. Verbal communication is communication that can be had over the phone, face to face, via fax or via email. Nonverbal communication is communication that is conveyed through body language, eye contact, the tone of a person’s voice or the distance in which the persons communicating are to each other. Nonverbal communication expresses thoughts and feelings without words and is meant to help with the message you are trying to get across with your words. I tend to communicate nonverbally with my facial expressions. My facial expression usually give away my true feelings on the matter I am discussing. Knowledge of Nonverbal Communication Knowledge of nonverbal communication can help when communicating with others because it can help you bring your point across if you use it correctly. If you want to relay a serious message you will have to keep your tone serious, if you are relaying a serious message with a joking tone and laughing then the person you are talking to will not know if they are to take you serious or not. The same can be said for the opposite. If you are communicating with someone about something that is light and jolly but you have a mean tone the person will not know how they are to receive the message. Making sure that your tone and words match is important...
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