This document discusses the importance of business communications and effective listening. It provides information on different types of listening including competitive listening, passive listening, and effective listening. Effective listening involves genuinely understanding the speaker's viewpoint, putting oneself in the speaker's shoes, and checking for understanding. The document also outlines the four levels of effective listening: asking open-ended questions, paraphrasing, reflecting, and empathy. Finally, it discusses coaching and provides details on coaching qualities, when to coach, and how to coach using the GROW model.

1. Business
Communications

2. Agenda
● Why is business communications so
important?
● Effective listening
● Coaching

3. Why is business communications so
important?
● Leading
● Inspiring
● Negotiating
● Giving Feedback
● Fast Finding
● Coaching
● Relationships
● …

4. Important things in BC
Listening
Speaking
Non-Verbal Language
Writing

5. The communication challenge

6. MESSAGE TO SENT
SEND CODED MESSAGE
RECEIVE CODED MESSAGE
DECODING (Interpreting)
RECEIVE MESSAGE (Understand)
Vocabulary
Do I know?
Speaking skills
Listening skills
Vocabulary | Filter | Context

7. Effective Listening
Listener takes responsibility
to understand the
content and feeling/real intention
of what is being said and then
checks with the Speaker
to confirm understanding

8. 1 - Competitive Listening
● My point of view dominates speaker’s
● Listening for openings
● Listening for flaws/errors
● Fakes attention waiting for the moment
● Aim to be the winner (Win/Lose)

9. 2 - Passive Listening
● Genuinely interested in speaker’s viewpoint
● Attentive listener
● Assumes understanding (doesn’t check)

10. 3 - Effective Listening
● Genuinely interested in speaker’s viewpoint
● Put yourself in speaker’s shoes
● Check full understanding before deciding upon
response

11. The 4 levels in effective listening
1 Open ended questions
Questions which cannot be answered with a
simple Yes or No
They provide opportunity for Speaker to
elaborate

12. 2 Paraphrasing
Listener expresses in his/herwords what it is
believed the Speaker has said (significant
points)
Do not ‘parrot’ Speaker

13. 3 Reflecting
The Listener thinks about the underlying
feelings and attitudes of the Speaker
Reflecting responses give opportunity to verify
at a deeper level

14. 4 Empathy
Listener empathises with the Speaker so that
they can understand the issue from the
Speaker’s perspective
Empathising responses provide the deepest
level of Listener response

15. Key Steps

16. ● DESIRE to be a better listener
● STOP talking
● LOOK at the speaker (eye contact)
● Keep your EMOTIONS under control

17. ● Ignore distractions, CONCENTRATE on
the speaker
● Do not interrupt
● Observe the Speaker’s Body Language
carefully
● Encourage the Speaker
● Judge CONTENT not delivery

18. ● Don’t THINK AHEAD of the speaker
● Don’t ARGUE mentally
● Listen for what is NOT SAID
● Avoid JUMPING to conclusions
● Avoid hasty JUDGMENTS and keep an open
mind
● Ensure your understanding of the Speakers
message

19. Coaching – What is it?
● Coaching versus Mentoring
● Assumes person has enough internal
knowledge
● Assumes you have the time
● Requires patience

20. Coaching – Why coach?
● Powerful learning method
● Develops confidence
● Develops self confidence
● Develops relationship

21. Coaching – Coaching qualities?
● Questioning skills
● Listening skills
● Observation skills
● Patience
● Able to know when and when not to coach

22. Coaching – When to coach?
● The individual has the knowledge
● You have the time
● The individual wants to develop
● They respond to coaching

23. Coaching – How to coach?
● Be open about coaching style
● Identify the coaching ‘goal’
● Identify what alternative ways could be used
● Identify what is currently happening
● Explore each alternative together
● Help the individual develop the will to follow the
chosen alternative

24. Coaching – GROWmodel
● Goal – what is the goal of the coaching?
● Realities – what are the current realities?
● Options – what other options exist?
● Will – how much will (desire) is there to try out
● one of the options?

26. Thankyou