EFFECTIVE LISTENING SKILLS

BUSINESS COMMUNICATION
 IMPORTANCE OF
EFFECTIVE LISTENING
 What Is Hearing?

• A process of perceiving
sound by detecting
vibrations via ears.
• Physical ability.
• The auditory faculty.
 What Is Listening?

• Absorption of the
meanings of words and
sentences by brain.
• An active process –
receive, construct &
respond (Emmert, 1994)
• A trained skill.
• “Hearing with purpose.”
 Purpose Of Listening

• Receive information
• Follow instructions
• Evaluate information
• Pleasure
• Empathize
TYPES OF EFFECTIVE
LISTENING
 Types Of Listening Skills

Active Dialogic Initial

Appreciative Discriminative Judgmental

Attentive Empathetic Partial

Biased Evaluative Reflective

Casual False Relationship

Comprehension Full Sympathetic

Critical High-integrity Therapeutic

Content Inactive Total

Deep Informative Whole-person

 Types Of Listening Skills

Active Dialogic Initial

Appreciative Discriminative Judgmental

Attentive Empathetic Partial

Biased Evaluative Reflective

Casual False Relationship

Comprehension Full Sympathetic

Critical High-integrity Therapeutic

Content Inactive Total

Deep Informative Whole-person

Taxonomy of listening by Wolvin & Coakley,

(1979,1988)
 BARRIERS TO
EFFECTIVE LISTENING
 Barriers (1)

• Physiological limitations
• Inadequate background
Information
• Partial listening and
distractions
• Fear being influenced or
persuaded
 Barriers (2)

• Selective Perception

• Selective Memory

• Selective Expectation
 Barriers (3)

• Interferences from
emotions

• Bias and being judgmental

• Avoid evaluative judgment

 SURVEY,
RECOMMENDATIONS &
CONCLUSIONS
Effective Listening Video
 Data Analysis - Objectives

1. Identify the key element

skill in communication.
2. Evaluate the manager’s
listening skill.
 Data Analysis - Facts

• A manufacturing firm
• 8 Male & 22 Female
• 20 to 55 years old
• Education Level
(Secondary and above)
 Findings Of Survey (1)

Communication Skills Chart

Re ad in g , 4%

W r itin g , 7%

Sp e ak in g , 16%

L is te n in g , 73%

Finding’s Conclusion

LISTENING is the most important

skills an employee should possess.
 Findings Of Survey (2)
Listening Skills - Managers

43
45 40

40

35

30
Percentage (%)

25

20 17

15

10

5 0 0

0
1 2 3 4 5
(%) 0 40 43 17 0
Listening Rate ( 1 being the lowest & 5 being the highest )
Finding’s Conclusion
Managers have average or lower
listening ability.
 Recommendations

CONCENTRA RESPOND
TE
ACKNOWLED EMPATHIZE
GE
 Conclusions

EFFECTIVE LISTENING
• Differs from HEARING
• CRITICAL ELEMENT
• LEARNED