42. ffective Business Communication (I).ppt

Text C Listening Skill 1. What is listening? 2. Tips for good listening 4. Common expressions used in poor listening 5. Interpersonal Skills Text C: Exercises 3. Common expressions used in good listening 顾攘毙佣锌辟频粘琳示抖磊瓜田葫纱拼愤况握弘泻无矮笋虞好恕雹凑笑竹42. Effective Business Communication (I)42. Effective Business Communication (I) What is listening? Listening Skill Listening is not hearing. Hearing is a physical process. Listening is an interpretative process. Listening involves attention, interpretation, and understanding. Listening takes time and effort. It is easy to say “Be a good listener” and yet it is so hard to do. We tend to hear only what we want to hear! When you listen well, you ☆ focus on the speaker ☆ invite the speaker to continue ☆ show empathy with the speaker 孙奥昂幸汐蹦喇炎仑镀炳沾牟擅洗未样趋绒城泵野冀囚兑车灾嗅皂扬伤妥42. Effective Business Communication (I)42. Effective Business Communication (I) Tips for good listening: Eye contact Making eye contact can help you decide whether the other person is agreeing with you or not. 2. Be quiet and listen It is an essential skill if you want to make a favorable impression on a client. The tendency to talk over people is too common. 3. Use feedback Using feedback will help you work out the main message and avoid missing important information. Listening Skill 绢仆器猪面踞甸拥清负涤脊钓绊泄呜珊邢瞳椒乒捅脯怒折滚禾令募睫援锥42. Effective Business Communication (I)42. Effective Business Communication (I) Tips for good listening: 4. Open your mind Most of us hear what we want to hear. Remember that you, as do all human beings, have prejudices and biases. It is a great skill to be able to open your mind. 5. Practise active listening by showing empathy It is important to communicate to other people that you understand the problem from their point of view. 6. Remain calm and in control A good listener is one who is not ruled by their own emotions. The challenge in client interaction is to remain unaffected by the comments and criticisms and listen calmly. Listenin