The document discusses effective communication and listening skills in the workplace. It defines the difference between hearing and listening, with listening being an active mental process. It outlines five common reasons why people don't listen well, including that listening is hard work. The document provides nine steps for effective listening, such as maintaining eye contact, being attentive yet relaxed, keeping an open mind, and asking clarifying questions. It also discusses the importance of non-verbal communication like nodding and acknowledging what the speaker is saying without judgment.

1. Effective Communication
in the Workplace
“Basic Communication Skills”- 2
Rajaa A. Mahmoud
2019

2. Learning Objectives:
After completing this training,
you’ll be able to:
Learn how to listen more effectively to
others

3. Hearing Vs. Listening

4. Hearing – Physical process,
natural, passive
Listening – Physical as well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process
of listening.

5. 5 Basic reasons we Don’t Listen
 Listening is Hard Work
 Competition
 The Rush for Action
 Speed differences:(120 wpm v/s 360 wpm)
 Lack of Training

6. Improving Listening Skills
 Don’t be Pre-occupied
 Be Open Minded & Non Defensive
 Minimize Interruptions
 Effective Listening is: Hearing,
interpreting when necessary,
understanding the message and
relating to it.
 Ask Questions

7. 1.Face the speaker and maintain eye
contact.
2. Be attentive, yet relaxed.
3. Keep an open mind to the speaker’s
message – try to feel what the speaker is
feeling.
4. Listen to the words and try to picture what
the speaker is saying.
Nine Steps to Effective Listening

8. 5. Do not interrupt and do not impose your
"solutions.“
6. Wait for the speaker to pause to ask
clarifying questions - ask questions only to
ensure understanding of something that
has been said (avoiding questions that
disrupt the speaker's train of thought).
Nine Steps to Effective Listening

9. 7. Give the speaker regular feedback, e.g.,
summarize, reflect feelings, or simply say
"uh huh.“
8. Pay attention to nonverbal cues -- to
feelings, tone of voice, inflection, facial
expressions, gestures, posture.
9. Be aware of potential barriers that impact
your ability to listen effectively.
Nine Steps to Effective Listening

10. • Turn your body & tilt your face toward the
speaker.
• Look at the speaker to pick up nonverbal
signals or cues.
• Your eyes will also send signals to the speaker.
• Use other parts of your body besides your ears
to receive the message.
Looking and Acting Like a Good
Listener
“Non-Verbal Communication”

11. • When the speaker sees a receptive
audience they are motivated to work
harder to communicate their message.
• React to the speaker by nodding your
head.
Looking and Acting Like a Good
Listener
“Non-Verbal Communication”

12. • Listen and acknowledge what you hear the
speaker saying, even if you don't agree
with it. At this point do not express your
point of view.
• Acknowledging the speakers thoughts and
feelings does not mean that you approve of
or agree with the speaker’s opinions or
actions.
Acknowledgement

13. • Your ability to listen and then
acknowledge what the speaker said
allows the speaker to feel a sense of
satisfaction of being understood
Acknowledgement

14. • When making a statement, paraphrase and
reflect back what you've heard the speaker
say.
• Reflecting is affirming to the speaker and
encourages the speaker to elaborate
further or delve more deeply into the topic.
Reflecting back

15. • Meaningful exchanges between you and the
speaker are built on feedback.
• In order to accurately feedback a person's
thoughts and feelings, you have to be
consciously, actively engaged in the process
of listening.
• Try to experience what the speaker is
describing, feel the speaker’s feelings through
the lens of your own experience.
Reflecting back