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Presentation
Presented to : Ma’m Samia Azhar
Presented by : Afrasiyab Haider
Enrollment No : 16-ARID-02
Semester # : BS-IT 3rd
Providing Feedback for
Effective Listening
COMMUNICATION SKILLS
Table of Contents
 ASKING QUESTIONS
 SUMMARISING
 GIVING COMPLIMENTS AND FEEDBACK
 Giving a compliment
 Giving feedback
Asking Questions
 Ask open questions.
 Ask for clarification or for more detail.
For Example: ‘What do you mean by…?’ ‘What do you think
of…?’
 Ask follow-up questions in a questioning way
 Do not interpret too quickly, but ask specific questions.
For Example : ‘What other ways are there according to you?
 Repeat words
 Repeat words which are not explained.
For Example : ‘What situation?’, ‘she?’ or ‘not good?’
Cnt.
 Avoid questions starting with ‘Why’
 People tend to get defensive if you ask them a
‘Why’ question. Find different words.
For Example : ‘what made you do this?’ or ‘which
considerations did you have for taking this action?’
Summarizing
 Summarize what the other person is saying.
 Show to the speaker that you have understood him/her by
summarizing the essence of what has been said.
For Example: ‘I hear you say that…’. ‘If I understand you
correctly you think that…’
 When your discussion partner tells you the same thing a few
times over, it is certainly important to start summarizing;
apparently, he feels that his
message does not come across.
Cont. 
 For Example : ‘Let me make sure I understand
you correctly. You said that…’.
 Try to stay close to the words and phrases the
other person uses. This will enhance
acceptance of your summaries
GIVING COMPLIMENTS AND
FEEDBACK
 Why give compliments and
feedback?
 When give compliments and
feedback?
Sandwich Technique
Giving a Compliment
 Giving a compliment
To give a compliment, you can:
 Describe what you noticed the other person do or
say.
Focus on concrete behavior, be as specific as you can.
For Example : ‘In the sales meeting last week you shared
some real nice ideas for the Panorama campaign’ rather than
‘I like your ideas’
Cont. 
 Describe the effect of the other person’s
actions.
 You can focus on what happened as a result, which
may be a feeling you got or a reaction other people
gave.
 For Example : ‘The team elaborated on your
ideas and eventually came up with a quite
spectacular plan.’
Cnt.
 Adding what made it worthwhile for you
personally you can make the compliment
even more powerful.
 For Example : ‘I was very relieved that we
had the plan ready on time, I had been worried
about that.’
Giving feedback
 To give feedback, you take the steps
described for a compliment, plus a third step in
which you offer suggestions.
 Describe what you noticed the other person
do or say.
 Focus on concrete behavior, be as specific as you
can.
For Example: ‘Last week, you forgot to put the
complaint of customer XYZ into the system.’
Cont. 
 Describe the effect of the other person’s
actions.
 You can focus on what happened as a result,
which may be a feeling you got or a reaction other
people gave.
For Example : ‘When X rang back the next day, I
didn’t know what he was talking about.’
 Adding what made it unpleasant for you personally
can make the feedback even more powerful.
For Example: ‘It made me feel pretty unprofessional.’
Cont. 
 Give him suggestions as to what he can do
or say that might make his behavior more
effective.
 Be specific and try to be realistic about
possibilities in his situation.
For Example: “I suggest you take some time after
every phone call to record it in the system, instead
of leaving it all for the end of the day.”
Providing feedback for effective listening

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Providing feedback for effective listening

  • 1.
  • 2. Presentation Presented to : Ma’m Samia Azhar Presented by : Afrasiyab Haider Enrollment No : 16-ARID-02 Semester # : BS-IT 3rd
  • 3. Providing Feedback for Effective Listening COMMUNICATION SKILLS
  • 4. Table of Contents  ASKING QUESTIONS  SUMMARISING  GIVING COMPLIMENTS AND FEEDBACK  Giving a compliment  Giving feedback
  • 5. Asking Questions  Ask open questions.  Ask for clarification or for more detail. For Example: ‘What do you mean by…?’ ‘What do you think of…?’  Ask follow-up questions in a questioning way  Do not interpret too quickly, but ask specific questions. For Example : ‘What other ways are there according to you?  Repeat words  Repeat words which are not explained. For Example : ‘What situation?’, ‘she?’ or ‘not good?’
  • 6. Cnt.  Avoid questions starting with ‘Why’  People tend to get defensive if you ask them a ‘Why’ question. Find different words. For Example : ‘what made you do this?’ or ‘which considerations did you have for taking this action?’
  • 7. Summarizing  Summarize what the other person is saying.  Show to the speaker that you have understood him/her by summarizing the essence of what has been said. For Example: ‘I hear you say that…’. ‘If I understand you correctly you think that…’  When your discussion partner tells you the same thing a few times over, it is certainly important to start summarizing; apparently, he feels that his message does not come across.
  • 8. Cont.   For Example : ‘Let me make sure I understand you correctly. You said that…’.  Try to stay close to the words and phrases the other person uses. This will enhance acceptance of your summaries
  • 9. GIVING COMPLIMENTS AND FEEDBACK  Why give compliments and feedback?  When give compliments and feedback?
  • 11. Giving a Compliment  Giving a compliment To give a compliment, you can:  Describe what you noticed the other person do or say. Focus on concrete behavior, be as specific as you can. For Example : ‘In the sales meeting last week you shared some real nice ideas for the Panorama campaign’ rather than ‘I like your ideas’
  • 12. Cont.   Describe the effect of the other person’s actions.  You can focus on what happened as a result, which may be a feeling you got or a reaction other people gave.  For Example : ‘The team elaborated on your ideas and eventually came up with a quite spectacular plan.’
  • 13. Cnt.  Adding what made it worthwhile for you personally you can make the compliment even more powerful.  For Example : ‘I was very relieved that we had the plan ready on time, I had been worried about that.’
  • 14. Giving feedback  To give feedback, you take the steps described for a compliment, plus a third step in which you offer suggestions.  Describe what you noticed the other person do or say.  Focus on concrete behavior, be as specific as you can. For Example: ‘Last week, you forgot to put the complaint of customer XYZ into the system.’
  • 15. Cont.   Describe the effect of the other person’s actions.  You can focus on what happened as a result, which may be a feeling you got or a reaction other people gave. For Example : ‘When X rang back the next day, I didn’t know what he was talking about.’  Adding what made it unpleasant for you personally can make the feedback even more powerful. For Example: ‘It made me feel pretty unprofessional.’
  • 16. Cont.   Give him suggestions as to what he can do or say that might make his behavior more effective.  Be specific and try to be realistic about possibilities in his situation. For Example: “I suggest you take some time after every phone call to record it in the system, instead of leaving it all for the end of the day.”