INTRODUCTION

NAME:- NISHANT CHHABARIYA

COURSE:- B.M.S

DIVISON:- F.Y.

SUBJECT:- BUSINESS COMMUNICATION

 TABLE OF CONTENTS

01 02 03

STEPS OF TYPES OF
INTRODUCTION
LISTENING LISTENING
 TABLE OF CONTENTS

04 05 06

HOW TO
PROBLEMS OF
IMPROVE CONCLUSION
LISTENING
LISTENING
INTRODUCTI
ON
● Listening is the ability of the listener to make a conscious effort to understand the speaker's
message. It requires focus and attention and may come naturally to some more than others.
Listening also requires the listener to resist the urge to comment or ask questions and
understand the speaker's perspective without judgement. It is an essential skill that
improves and builds human relationships.

● The Global Listening Centre views Listening as a global, multimodal process that
underlies effective interpersonal and intercultural relations. Listening is part attitude,
marked by genuine respect and regard for all; part skill, enabled by specific verbal and
nonverbal behaviors; and part physical, driven by a host of physiological, sensory-motor,
cognitive, and affective functions. Combined, these elements shape the perceptual lenses
through which humans interpret and strive to understand themselves, colored by each
individual’s cultural background.

● Listening is not being passive; it is positive activity and needs a good deal of hard work, and
is often accompanied by a slightly raised heart-beat indicating that there is increased
activity. It takes a good deal of effort and self-discipline to listen attentively. Listening can
make a person quite tired.
STEPS OF
LISTENING:
HEARING

INTERPRETATION

EVALUATION

RESPONSE
 STEPS OF
LISTENING:
Hearing is the first step of listening. At this stage, the listener simply attends to the speaker to hear
the message. If you can repeat the speaker’s words, you have heard the message. This step may fail
if there is a great deal of noise or if the listener is occupied with something else.

The second step is interpretation. This depends on the listener’s vocabulary, knowledge,
experience and so on. If the listener fails to interpret the words correctly, the message is
misunderstood. People misinterpret words because of varying knowledge, vocabulary, experience,
attitudes, culture and background. A listener may also fail to note or may misinterpret the
speaker’s body language.

The third step is evaluation. At this stage the listener decides what to do with the received
information. When you are listening to a sales talk, you may choose to believe or not to believe
what you hear. The judgements you make at the stage of evaluation are crucial to the listening
process.

The fourth step is response. The listener’s response to the message may be in words or in body
language. The response lets the speaker know whether the listener has got the message and what
his/her reaction is.
 TYPES OF
LISTENING:
CONTENT LISTENING

DISCRIMINATIVE
LISTENING

CRITICAL LISTENING

EMPATHIC LISTENING
• Content Listening: Listening for information about a business activity is essential to make it successful. This
type of listening is crucial to the introduction of new products. plans, administrative procedures, welfare
schemes, business expansions and many others. Inadequate and wrong understanding may result, if listening
is not effective.

• Discriminative Listening: This is essential to the right understanding of an oral report, plea or complaint.
The listener should discriminate between truth and error by distinguishing what is said from what is not said,
real state of things from overestimation or underestimation and a transparent speaker from one who
misleads.

• Critical Listening: This is also a form of discriminative listening. It is also known as evaluative listening. This
is context- free and applies to one who listens to any speaker. A critical listener grasps the main focus of a
speech, its essential ideas and purposes. He or she weighs and evaluates what is spoken from the point of
view of logic, context. contribution or otherwise, relevance and overall quality. The speaker'3 intentions,
motives and credibility are also analysed. Listening to debriefing after the execution of a business strategy,
presentation of proposals by others for investment, etc., require critical listening.

• Empathic Listening: This has psycho- logical therapeutic value. A relaxed and reassuring atmosphere is
necessary to make the speaker feel confident while he or she is tensed. Subordinates who come with
problems, guilty speakers who seek confessional sessions, harassed women colleagues, and those in conflict
with each other need empathic listening. This requires 'thinking in the other's shoes' and involves the
transportation of the listener to the position of the speaker. However, empathic listening should avoid
sentimental identification. Sympathy is in place, but not pity, which may err and fail to keep the balance of
PROBLEMS OF LISTENING
Most of us are unable to listen with full concentration for more than one minute at a time; our
attention is not steady. There are many reasons why people's ability to listen is not as good as it should
be. The common barriers to listening are given below. Which ones are your specific problems?

1. Distraction in Your Mind

This is a great battier to listening and must be firmly checked. If you allow your mind to go on a joy-
ride, thinking of the next vacation or the last week-end's party, there will be no listening. It takes a grat
deal of self-control and discipline to stay tuned to another person, particularly when your own mind is
excited about something.

2. Wandering Attention
There is a natural difference between speaking speed and listening speed. Average speaking speed is
about 150 words a minute; the listener's mind can process about 500 words a minute. This gives rise
to something like the hare-and-tortoise race, especially if the speech is long. The listener's mind goes
off on various expeditions, returning now and then to check up on the speaker’s e progress; if the hare
gets quite lost or falls asleep. the tortoise will get too far ahead for the hare to catch up. While listening
to a speaker. your mind has excess time, You can learn to keep your mind usefully occupied in
reviewing the talk and connecting the various ideas that arc put across by the speaker.
3. Planning a Reply
This is a very common problem. In most cases. the listener's mind is busy planning what to say when the
speaker stops. If the speaker makes a controversial statement which conflicts with your views, you may get
much excited and engage in mental argument. In preparing an argument, oi a question to ask, you might miss
the rest of the speech. The speaker may even raise the point of objection and answer it, but the mentally busy
listener does not hear it.

4. Lack of Interest
Not being interested in the topic can cause faulty listening. It might make you reject the speaker or the subject
as dull or boring. Such an attitude to the speaker arises from narrow interests and a closed mind. Very often,
uninteresting speakers communicate useful information and ideas, while interesting and amusing speakers
may have very little useful matter. A responsible listener must make an effort to be interested in the
communication. Pretending to be attentive is usually not possible as body language will show the boredom. In
a social situation it is discourteous to look or behave bored; in an official situation, it can have very bad
consequences.

5. Tendency to Criticize
Criticizing the speaker's appearance, manner, voice and so on,' is another cause Of poor listening. No doubt,
style adds to the effectiveness of speech; but the content is always more important than the appearance or the
style of the speaker. There are many worthy persons who do not cultivate style but have good matter to give; by
paying too much attention to the speaker's style, you may lose the matter.
HOW TO IMPROVE LISTENING SKILLS
1. Maintain eye contact with the speaker
When you are listening to someone talk, you should avoid looking out a window, texting or scrolling through
your phone, or scanning a computer screen. Limit any unnecessary distractions, provide the speaker with
your undivided attention and make an effort to look at them. This provides them with a nonverbal cue that
you are interested in what they are saying, which encourages them to continue expressing themselves.

2. Visualize what the speaker is saying

Try to conjure up mental images of what the speaker is talking about while you are listening to help retain
information. This may be a literal picture or other concepts that relate to the topic. This will help you to
remember keywords and phrases when you listen for long periods. Visualizing what the speaker is saying will
also help you to not have to prepare for what to say next. If you happen to lose focus, make sure to
immediately refocus.

3. Limit judgments
Listen without criticizing the speaker in your mind while they talk. Even if the message causes you agitation
or alarm, try to avoid thinking about negative or judgmental comments because this compromises your ability
to listen. You also want to listen with an open mind and understand that the person is giving you their
perspective. You may realize that they make more sense as they continue to talk to you, and you won't know
the full story without listening.
4. Don't interrupt
Everyone speaks and processes information at different rates. If someone is delivering their message
slowly, try to cultivate patience and wait for them to finish before trying to rush them along by guessing
the next thing they are going to say or replying before they have finished talking. Interrupting sends the
wrong message to the speaker. It may suggest that what you have to say is more important, that you don't
care about what they are saying or that the conversation is a competition.

5. Wait for a pause to ask questions

You may not understand everything someone says to you. It is best to wait until they pause to ask them to
back up and provide clarification for the topic or phrase you misunderstood.

6. Ask clarifying questions

Asking clarifying questions helps to keep the conversation on topic. You only want to ask questions that
pertain to your understanding rather than ask a question about something that is not related to the main
idea the speaker is trying to get across. When you ask clarifying questions without interrupting, it shows
that you are listening, paying attention and willing to discuss things further.
 CONCLUSION
Most people spend at least half their communication time listening.
This most used communication skill is not only crucial in
interpersonal communication, it also affects organizational
communication and helps determine success in education and in
careers.

Business writer Kevin Murphy says,

‘The better you listen , the luckier you will get’

So take time to listen.

THANK
YOU