1. LISTENING AND
SPEAKING
SKILLS
By: BIAS LArAm
031110703

2. Listening skills are ways to
help you listen to
something more
effectively.

3.  To avoid communication errors.
 Key to success.
 Learn something
new.

4.  Active listening
 Selective listening
 Ignoring listening
 Emphatic listening

5.  Understanding all things
 Proper interaction
 Proper feedback

6.  Selective portion
 Topic may not be according to linking

7.  Not listening at all
 Pretty insulting to other

8.  Most effective level
 Arguing
 Listen with heart and mind
 Empathy is sympathy

9.  Hearing and Listening are not same.
 Hearing: Hearing is with the senses. Ears
pick up sound waves and then transported
to our brain.
 Listening: Listening is with the mind.
Communication process and,
to be successful is an active
process.

10.  Appreciative Listening
 Critical Listening
 Informational Listening
 Relationship Listening
 Discriminative Listening

11.  It improves the relationship between
people.
 Emphasis is an understanding the other
person.
 Three behaviors are key to effective
relationship listening

12.  MIND READER: Ask what the person is
thinking or feeling.
 REHEARSER: Let the customer finish their
thoughts before determining what
question to ask next.
 FILTERER: Be aware of your own
assumptions.
 DREAMER: Stay present.

13.  COMPARER: Treat each customer as the
unique person they are.
 FIXER: Fully understand needs before
recommending a solution.
 INDENTIFIER:
Remember that it’s
about the customer, not
you.

14. Speaking skills is the act of generating words
that can be understood by listeners. A good
speaker is clear
and informative.

15.  Ability to convey your information in a
proper way
 Ability to stand out from the rest
 Career enhancement
 Encouraging people to communicate with
each other.