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Business Communications - Module 14

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BUSI 1020U
William Thurber

Unit Four: Building Emotional Intelligence: Interpersonal Communication Business Communications March 2 2012 1) Good listeners Pay Attention - You have to resist distractions and tune out noise. - You can do several things to avoid listening errors caused by not paying attention: o Before the conversation, anticipate the information you need. Make a list of your questions. o At the end of the conversation, check your understanding with the other person. o During or after the conversation, write down key points that affect deadlines or work assessment. What do Good listeners do? - They prepare by analyzing PAIBOC the situation. Then they consciously follow four practices. o Good listeners pay attention o Focus on the other speakers in a generous way o Avoid making assumptions o Listen for feelings as well as for facts. 2. Good listeners focus on the other speaker(s) in a generous way - Most of us miss meaning because we attend to our own internal monologues. - We focus on factors incidental to the topic; or look for flaws. - Good listeners focus on the message, not the messenger’s shortcomings. - They concentrate on what’s in the message for themselves. - Good listeners weigh all the evidence before they make a judgment. - You can avoid listening errors caused by self-absorption: o Focus on the content: on what the speaker says. o Spend your time evaluating what the speaker says, not just planning your rebuttal. o Consciously work to learn something from every speaker. 3. Good Listeners Avoid Making Assumptions - Each of us brings our own perceptions to the communication process. - Many listening errors come from making faulty assumptions, based on a natural tendency to focus on our own ego needs, and to interpret the speaker’s meaning according to our own experiences. - People from different cultures speak and listen very differently. - Example: Superb salespeople listen closely to client questions and objections to better identify and respond to the sticking points of a sale. - You can avoid listening errors caused by faulty assumptions: o Focus on the other person’s background and experiences. o Query instructions you think are unnecessary. Before you do something else, check with the order giver to see whether there is a reason for the instruction. o Paraphrase what the speaker has said, giving him/her a chance to correct your understanding. 4. Good Listeners listen for feelings and facts - Sometimes people just want to have a chance to fully express themselves: “Winning” or “losing” doesn’t matter. - You can learn to avoid listening errors caused by focusing solely on facts by: o Consciously listening for feelings o Paying attention to tone of voice, facial expression and body language. o Paraphrasing what the speaker has said, and acknowledging the feelings you are observing. o Not assuming that silence means consent and inviting the other person to speak. What is active listening? - Active listening involves feeding back the literal meaning, or the emotional content, or both. - In active listening, receivers actively demonstrate that they’ve heard and understood by feeding back to the speaker either the literal meaning or the emotional content, or both. - After listening without interrupting, use these 5 strategies to create active responses:
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