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Business communication building critical skill 3rd by locker module 17

PPT
PPT

Module
Module 17
17
Listening
Listening

McGraw-Hill/Irwin

©2007, The McGraw-Hill Companies, All Rights


17-2

Listening
Listening
♦To learn how to
 Listen rather than simply hear.
 Listen actively.

 Continue to build goodwill.


17-3

Listening
Listening
Start by answering these questions:
 What do good listeners do?
 What is active listening?
 How do I show people that I’m
listening to them?
 Can I use these techniques if I really
disagree with someone?


17-4

To
To Use
Use Active
Active Listening
Listening
♦Pay attention.
♦Focus on the other
speaker(s).
♦Avoid assumptions.
♦Listen for feelings as
well as facts.


17-5

Active
Active Listening
Listening Techniques
Techniques
♦ Paraphrase content.
♦ Mirror the speaker’s feelings.
♦ State your own feelings.


♦ Ask for information or clarification.
♦ Offer to help solve the problem.


17-6

To
To Show
Show You’re
You’re Listening
Listening

♦Acknowledge comments
with
 Words.
 Nonverbal symbols.
 Actions.



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