2nd Week: Professionalism: Team, Meeting, Nonverbal Communications and Listening

In business communication, most people think to be able to communicate well is the most important of all. However, there is one more aspect that people usually ignore, which is the ability to listen well to the others. By listening other patiently and earnestly, we then would earn respect from others, and others would be gladly to listen to us.

Here are several advice on developing listening skills:

01. Control internal and external distractions

Try to focus on the speaker, ignore any noise that could disturb your concentration.

02. Become actively involved
Show that you are listening closely by leaning forward and maintaining eye contact with the speaker. Don’t fidget or try to complete another task at the same time you are listening.

03. Separate facts from opinions

Listeners must evaluate assertions to decide their validity. Good listeners consider whether speakers are credible and speaking within their areas of competence. They do not automatically accept assertions as facts.

04. Identify important facts

Speakers on the job often intersperse critical information with casual conversation. As listener, your task is to select what’s important and register it mentally.

05. Avoid interrupting

Do not interrupt with a quick reply or opinion. Don’t show nonverbal disagreement such as negative head shaking, rolling eyes, sarcastic snorting, or audible sighs. Good listeners let speakers have their say. Interruptions are not only impolite, but they also prevent you from hearing the speaker’s complete thought. Listeners who interrupt with their opinions sidetrack discussions and cause hard feelings.

06. Ask clarifying questions

Good listeners wait for the proper moment and then ask questions that do not attack the speaker. Use open questions to draw out feelings, motivations, ideas, and suggestions. Use closed fact-finding questions to identify key factors in a discussion.

07. Paraphrase to increase understanding

Rephrase and summarize a message in your own words. Be objective and nonjudgmental.

08. Capitalize on lag time

While you are waiting for a speaker’s next idea, use the time to review what the speaker is saying. Separate the central idea, key points, and details. Sometimes you may have to supply the organization. Use lag time to silently rephrase and summarize the speaker’s message.

09. Take note to ensure retention

Try to take notes of the important key points as you listen to the speakers. Make sure to keep that note in a good place. Having a small note is better than remembering all the time.

10. Be aware of gender differences

Men tend to listen for facts, whereas women tend to perceive listening as an opportunity to connect with the other person on a personal level. Men tend to use interrupting behavior to control conversations, while women generally interrupt to communicate assent, to elaborate on an idea of another group member, or to participate in the topic of conversation. Women listeners tend to be attentive, provide steady eye contact, remain stationary, and nod their heads. Male listeners are less attentive, provide sporadic eye contact, and move around. Being aware of these tendencies will make

you a more sensitive and knowledgeable listener.

Source: Marry Ellen Guffey & Dana Loewy, Business Communication Process & Product, 7th Edition