speaking and listening skills
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LISTENING AND SPEAKING
SKILLSBy: bias laram
031110703
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Listening skills are ways to help you listen to
something more effectively.
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To avoid communication errors.
Key to success. Learn something new.
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Active listening Selective listening Ignoring listening Emphatic listening
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Understanding all things Proper interaction Proper feedback
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Selective portion Topic may not be according to
linking
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Not listening at all Pretty insulting to other
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Most effective level Arguing Listen with heart and mind Empathy is sympathy
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Hearing and Listening are not same.
Hearing: Hearing is with the senses. Ears pick up sound waves and then transported to our brain.
Listening: Listening is with the mind. Communication process and,
to be successful is an active process.
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Appreciative Listening Critical Listening Informational Listening Relationship Listening Discriminative Listening
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It improves the relationship between people.
Emphasis is an understanding the other person.
Three behaviors are key to effective relationship listening
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MIND READER: Ask what the person is thinking or feeling.
REHEARSER: Let the customer finish their thoughts before determining what question to ask next.
FILTERER: Be aware of your own assumptions.
DREAMER: Stay present.
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COMPARER: Treat each customer as the unique person they are.
FIXER: Fully understand needs before recommending a solution.
INDENTIFIER:
Remember that it’s about the customer, not you.
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Speaking skills is the act of generating words that can be understood by listeners. A good speaker is clear
and informative.
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Ability to convey your information in a proper way Ability to stand out from the rest Career enhancement Encouraging people to communicate with each other.
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