2. Listening
q What ?
q Listening Vs Hearing
q Types of Listening
q Barriers to Listening
q Techniques for Active Listening
Session-4- Managerial Communication
3. What?
The intellectual & emotional process
that combines hearing with a genuine
intent of understanding the message or
the sender
Session-4- Managerial Communication
4. Hearing
The physical process of sound waves
reaching your ear and sending
messages to you brain.
Session-4- Managerial Communication
5. Business People NEED to
q what customers want
qwhat employees and coworkers think and feel
qwhat problems supervisors face
qwhat top executives expect
Session-4- Managerial Communication
7. Types
q Content- Retain Speaker’s message-
emphasis is on information and understanding
q Critical – understand and evaluate speaker’s
message-implications for you and organization
without getting biased
q Empathic – understand speaker’s need and
feelings- frustrated employees and customers
Session-4- Managerial Communication
8. Active Listening
qShowing empathy – Acknowledge feelings. Sometimes it
sounds like the speaker wants you to agree with him/her but, in
reality, they mainly want you to understand how they feel.
q Asking for clarification and detail while withholding your
judgment and own opinions. This conveys that you are making a
good effort to understand and not just trying to push your
opinions onto them
q Providing non-evaluative feedback – feeding back the
message you heard. This will allow the speaker to determine if
he/she really got the message across to you and help prevent
troublesome miscommunication.
Session-4- Managerial Communication
9. Active Listening-1
ATTENTIVE BODY LANGUAGE
qPosture and gestures showing involvement
and engagement
q Appropriate body movement
q Appropriate facial expressions
q Appropriate eye contact
q Non-distracting environment
Session-4- Managerial Communication
10. Active Listening-2
Following skills
q Interested ‘door openers’
q Minimal verbal encouragers
q Infrequent, timely and considered questions
q Attentive silences
Session-4- Managerial Communication
11. Active Listening-3
Reflecting skills
q Paraphrase (check periodically that you’ve
understood)
q Reflect back feelings and content
q Summarize the major issues
Session-4- Managerial Communication
12. Barriers Checklist
q Minimize physical distractions
q Avoid selective listening
q Avoid evaluation
q Avoid judgment
q Paraphrase the speaker giving him chance to
validate your interpretation
q Don’t count on your memory
q Repeat to remember
q Long-term –visualize it
Session-4- Managerial Communication
13. Worksheet 3 – Greg and John Role Play
John: Alright mate?
Greg: Yeah, alright.
John: What's up?
Greg: Just chilling'
John: How's Lisa?
Greg: Who?
John: You split up then.
Greg: Yeah. I'm gutted. And I can't believe she's with Chris. It only been like, two weeks or something.
John: Yeah, he's such a loser.
Greg: I really needed her right now. And I told her stuff. Y'know, personal stuff. I reckon she's told people.
It’s a nightmare. A complete nightmare.
John: Yeah. Don't worry about it. So where are you watching the game?
Greg: I can't. My dad's still really sick, I've got to help out at home all the time, look after my sisters and that.
And my mum's like, crying all the time.
John: My dad just came back from Brazil. Brought us back these great cake things. I'll get you some if you want?
Greg: Um.
John: I'm watching at Pete's place. Loadsa people are going. Try and come later.
Greg: Nah, can't.
John: Cheer up mate, stop worrying about Lisa, she's not worth it.
Greg: Yeah, right.
John: So maybe see you later, yeah?
Greg: See ya.
Session-4- Managerial Communication
14. Worksheet 3 – Greg and John Role Play
1.List the FACTS of what is going on in Greg’s life
2.What FEELINGS do you hear Greg expressing as he
is talking to John?
3.What do you think John could have said to Greg
that would have been better?
Session-4- Managerial Communication
15. Exercise -1
1. A colleague stops by your desk and says, “I am tired of the lack of leadership
around here. The boss is so wishy washy, he can’t get tough with some of the
slackers around here. They just keep milking the company, living off the rest of
us. Why doesn’t management do something about these guys? And YOU are
always so supportive of the boss; he’s not as good as you make him out to be.”
Develop three statements that respond to the speaker in this EXERCISE by: (a)
showing empathy, (b) seek clarification, and (c) provide non-evaluative feedback.
Session-4- Managerial Communication
16. Exercise -2
One of your subordinates is working on an important project. He is an engineer
who has good technical skills and knowledge and was selected for the project
team because of that. He stops by your office and appears to be in quite agitated,
his voice is loud and strained and his face has a look of bewilderment. He says,
“I’m supposed to be working with four other people from four other departments
on this new project, but they never listen to my ideas and seem to hardly know
I’m at the meeting!”
Develop three statements that respond to the speaker in this vignette by: (a)
showing empathy, (b) seek clarification, and (c) provide nonevaluative feedback.
Session-4- Managerial Communication
17. Exercise -3
Your subordinate comes into your office in a state of agitation, and asks if she can
talk to you. She is polite and sits down. She seems calm and does not have an
angry look on her face. However, she says, “It seems like you consistently make
up lousy schedules, you are unfair and unrealistic in the kinds of assignments you
give certain people, me included. Everyone else is so intimidated they don’t
complain but I think you need to know that this isn’t right and it’s got to change.”
Develop three statements that respond to the speaker in this vignette by: (a)
showing empathy, (b) seek clarification, and (c) provide nonevaluative feedback.
Session-4- Managerial Communication
