Essay On Listening And Listening

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CHAPTER FIVE

THE HEART OF LISTENING AND ASKING
GREAT QUESTIONS

Listening is an all important element of communication. It makes a profound impact on our inter-personal relationships and our interaction with the audience in speaking, briefing or presenting situations. Good listening also enables us to ask great questions which help us better understand a situation, need or feeling being expressed. This Chapter will deal with the “WHAT”, “WHY” and “HOW” of the heart of listening and asking great questions.

Introduction

“Courage is what it takes to stand up and speak; Courage is also what it takes to sit down and listen.”
- Winston Churchill

How often have we used these words (or have had them directed at us) during our inter-personal communication be it at work, in the family or
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• Reflective Listening.

Business presentations like IPO road shows, investment briefings and marketing of new products and services must be customer- focused and their benefits clearly explained, thus ensuring that the facts are delivered right and not leaving the customers uninformed, unsure and unwilling.

Reflective listening can make all the difference with statements like “You mentioned your concerns about the Return On Investments (ROI), given the indications that the recession is not expected to be over until…These are valid concerns, but let us assure you…”

In another context: “Let me re-cap what you said, you are unclear on what health pre-conditions are to be declared, what happens should your health change after the policy is in force and whether this would involve a premium loading. Well, let’s clear the first uncertainty…”

In response to a participant’s question, a trainer says: “Let me see if I have understood you correctly. You are asking about the visible effects of a leaders influence… and how that

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