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LISTENING AND EFFECTIVE COMMUNICATION
 

LISTENING AND EFFECTIVE COMMUNICATION

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    LISTENING AND EFFECTIVE COMMUNICATION LISTENING AND EFFECTIVE COMMUNICATION Document Transcript

    • LISTENING AND EFFECTIVE COMMUNICATION (Previously titled: Listening and Communicating with a Purpose) Duration: 1 day Who should attend: Managers, professionals, supervisors, and specialists at all levels PURPOSE STATEMENT Can listening create a barrier, rather than a bridge to communication? Effective listening and responding are crucial to communicating productively within an organization and in effectively serving internal and external customers. Yet it is estimated that people screen out or change the intended meaning of what they hear in over 70% of all communications!1 The biggest contributing factor to miscommunication is using a listening approach that is not appropriate for either the environment or the message being communicated. In this highly interactive workshop, you will discover your preferred listening approach, or attitude. You will also develop an appreciation for other listening approaches that may be more effective in different environments or situations for communication purposes. With this knowledge, you will be able to develop a more effective communication strategy when dealing with customers and colleagues in a variety of situations. COURSE OBJECTIVES Provide insight into your personal listening, interaction, and behavioural styles Explore how different listening approaches impact listening effectiveness Discuss barriers to effective communication Practice listening, responding, and questioning skills in work context interactions Create a personal development plan to improve overall communication BY THE END OF THE COURSE, PARTICIPANTS WILL BE ABLE TO… Discover their natural approach to listening, and capitalize on their listening strengths Extract factual information to resolve a customer or colleagues’ problems, questions, or concerns Understand five different listening approaches and how and when to use them Choose a listening approach appropriate to a situation Overcome listening barriers, reduce conflict, and enhance individual and team performance Improve interactions with customers through a renewed confidence in communication strategies RECOMMENDED SUPPLEMENTARY READING Brooks, Michael. Instant rapport. NY: Warner Books, 1990, 1989. Communicating Effectively - Why you need to get your message across, article by Kellie Fowler RECOMMENDED COMPANION COURSE(S) Managing Customer Focus (designed for managers, professionals, and supervisors) Business Writing Strategies (designed for staff members at all levels) Electronic Communication Strategies (designed for staff members at all levels) FACILITATOR Anthony DiCaprio, Strategic Action Group 1 source: Inscape Publishing, DISC Personal Listening Profile