Art of Listening

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The Art of Listening

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

• 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
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• Our listening habits are not the result of training but rater the result of the lack of it. • Most individuals are inefficient listeners • Inefficient and ineffective listening is extraordinarily costly • Good listening can be taught

Styles of receiving:

There are a number of styles of receiving information. The appropriate style is dependent upon the relative importance of content compared to the relationship and the involvement of the individual receiving the information.

Facts about Listening continued • Listening: Learned first, Used most (45%), Taught least. • Speaking: Learned second, Used next most (30%), Taught next least. • Reading: Learned third, Used next least (16%), Taught next most • Writing: Learned fourth, Used Least (9%), Taught most.

Relational Receiving Skills
• • • Non-Listening: A style that is appropriate when the receiver has no need for the content and has minimal relationship with he sender. Pseudo listening: A way of "faking it" where the receiver feels obligated to listen even though they are preoccupied unable or unwilling to at that particular time. Defensive Listening: A style of listening used in situations where the receiver feels that he might be taken advantage of if he does not protect himself by listening for information directly relevant to him. Appreciative Listening: A style that is appropriate in a recreational setting where the listener is participating as a way of passing
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