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Aahna Vaswani Amal
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Pakar Arnab Chatterjee Ashish Murarka Avesh Africawala Ebrar Shaikh Geetanjali Thorbole Hardhik Dedhia Irfan Ansari Kanchan Guria Isha Garg
In order to thrive in a global market one has to be an effective listener Management has to listen to employees. government agencies and public. in order to succeed in business . customers.
Good listening plays a major role in career success People who listen have good leadership qualities Good listeners are also good managers Good listeners are happy at their job and others are more satisfied working with them .
Good listening skills require not only the speakers message content. but also his feelings intent and the context are carefully considered Good listening is understanding others¶ messages before making ones own understood .
Listening to what people want and focusing on their needs helps you to focus on what you have to sell Your job is to listen and acquire an understanding of the needs of the prospect Good service is good listening Listening is not an activity you can delegate .
Listening process is carried out through the following process: Attending Understanding Remembering Evaluating Empathy/support .
Internal External .
Internal Listening is all about listening the voice of your internal customers i.e. Employees and taking a positive action towards it Their voice could be in the form of a feedback or suggestion or any kind of input which can be fruitful to the organisation .
g. If the ad agency doesn¶t listens to it properly then the ad campaign would not be as per what their client wants and this may also result in loss of business for ad agencies. Agency & Client In case of advertising agencies and their client. . client informs ad agency that they want their ad campaign to be in a particular form.INFORMATION E.
e. understand his situation and try to visit the market on his behalf so that the work should keep on going. . Salespeople There should be proper co-ordination between the internal customers i. they internally coordinate among themselves and keep the work flow going. In case if one sales person is not able to visit the market on Monday due to some genuine reason than the other sales person should listen to his request.WORKFLOW E.g. Same thing also happens with the peons of our institute. employees. Internal co-ordination Peons.
But later on Anushka¶s film Rab ne bana de jodi became a very big hit and the company realized its fault by not taking Anushka for their ad campaign.SUGGESTIONS E. In one ad Anushka was the brand ambassador and later on when Marico again was making another ad an employee from Marico said its better to take Anushka she is good and will be a big star. .g. Marico¶s (Anushka Sharma/ Ayesha Takia) Organisations should listen to their internal employees suggestions and implement them but in this case Marico didn¶t listen to suggestion given by its employees. But the company didn¶t take into consideration these points and charged a bit higher and took Ayesha Takiya.
.g. Not vertical but horizontal An organisation should mostly follow horizontal structure because the flow of information would quickly and easily pass on to the concerned authority without being manipulated.HIERARCHY LEVEL E.
at least try and provide them with some kind of monetary incentive so that they can be motivated. 2. organisation should listen to them and if not possible to increase the salary. 2. If any employee is requesting for leave application.REQUEST 1. This mostly happens in case of small entrepreneurship where employees ask for salary increment. organisation should listen to it and provide possible solution rather than ignoring or avoiding their request. . Leave application not granted Increments or raise in salary issues 1.
As the distributors are the representative of the company they should first listen to what retailers are saying and if not possible for him to provide the stock at least give him some kind of alternate solution so that this will help him to do business and gives a win-win situation to both the parties.g. Firstly distributor doesn¶t pick up the call and secondly if he picks up then doesn¶t respond properly. where there is a huge demand during festive season retailer¶s make sure that there is ample of stock left with them to do business. Suppier-Retailer (Cement) In the case of cement industry.RETAILERS ORDER E. So they call up the distributor to place an order. .
end consumer and taking a positive decision towards it Their voice could be in the form of a query or complaint or feedback or suggestion Organisation should first clearly understand the message of the customer and then positively react to it . External listening is all about listening the voice of your external customers i.e.
Feedbacks are given to improve the current system. students and tries to implement the possible solution which will benefit the students in their career ahead.e. In case of Rizvi Institute of Management Studies and Research. They were some feedbacks given to him by the batch of 2009-11 in the 1st Semester to work on for 2nd Semester and he actually implemented those fruitful feedback which became beneficial for us in the 2nd Semester.g. . K.FEEDBACK E.K Sir-Student Faculty Evaluation Feedback is the most important aspect in case of listening. Director of the Institute takes feedback of the customers i.
Vodafone It·s the concern not the care In case of Vodafone customer care. Insurance. the customer care executive instead of listening to him and taking his point into consideration. complaint. So.g. He was not ready to listen at all to the customer. Instead of providing him possible solution he was saying him that you should have opt for itemised billing system. There was one case happened where customer called up Vodafone customer care to register the complaint about overcharging his postpaid account.COMPLAINT REDRESSAL E. . customers call up for some queries. he was blaming to the customer only that there may be some fault from your side. feedback. etc.
(The Salesperson at APPLE) Whenever K. When someone gifted sir an Apple desktop sir was having some problem in understanding the procedure he just rang up that guy. and if sir has any queries he knows that guy is very much reliable and capable enough to solve all his query.QUERIES E. sir wants to buy any high end electronic product he knows a person who has the full product knowledge. . K. So a person who is working in a particular field should have full product knowledge so that he can help the person who is in need of it.g.
. Hamley¶s. So she wrote a query saying that its very difficult to open the box. Kwality Walls A lady bought a Kwality Walls ice-cream family pack but then she was very uncomfortable in opening the box. Kwality walls) Eg. Kwality walls Inform customer if query is solved (Hamley¶s. The very next day a salesperson well dressed reached on the exact time what the lady specified and apologise personally as well as bought her two family pack and didn¶t even charged for it. Within a week the company sent them back a new toy along with the courier fees which he had paid from India till London and also a voucher of some rupees. The company took the feedback in a positive manner and apologise for it and then said to her just give me your address and telephone and tomorrow what time you are free we want to meet u. The company replied back in a day or a two and said Sir we are sorry for the inconvenience kindly courier us the game and we will sent u a fresh piece. Which is valid for 15 years.CUSTOMER DUTY TIME E.g. Hamleys Once a customer resident of India on his tour to London had gone and bought a Hamleys toy car for his son but when he reached India and gifted his son the car. the product was not functioning properly so what he did he wrote a mail to Hamleys saying I purchased this car on so and so day from this store in London and the car is giving problem.
g.NO FILTRATION E. Railway Platform Announcements fast/slow local trains In case of railways. where the concerned person from the railway department makes announcement for fast or slow local trains. it could be fast so people should pay attention and listen to the announcement properly. People should listen to it properly because many a times what happens is that the indicator at the platform shows that it is a slow local but actually it is not slow. .
.INADEQUATE LISTENING E. So.g. doctors should listen to what your current patient is saying and accordingly provide right prescription. Doctor-Patient mishap These cases are found mostly in the residential areas where there are small dispensaries. Many a time doctors are in a hurry to grab another patient but they don¶t pay attention to what the current patient is saying and because of this he may land up giving wrong medicines.
its all about paying attention to them If effective listening is done. Listening is not only hearing what your internal and external customers are saying. organisation can not only enhance the morale of their customers but also increases the brand loyalty .
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