The Importance of

Listening in Business
Week 2

Situations that require

listening skills in
business environment?

Gain Information
O Listening enables you to acquire facts so that

you can make decisions that benefit your

business.
O By listening to a job applicant in an interview,
for example, you might discover his attitudes
toward the profession, performance in previous
jobs and information not detailed on his
resume. This additional insight can help you
decide whether the applicant is a good fit for
your company.
O A supervisor who listens to an employees
complaint about a health risk on the job might
reduce injuries and enhance job performance.

Build Rapport
O If you're a boss or mentor who holds a

position of power relative to a speaker, and

you focus your attention on him to learn his
perspective, it enhances his confidence.
O As you listen to him, he feels respected and
that his opinion matters, which makes
communication between the two of you
easier.
O In addition, when you listen without
interrupting or commenting, the speaker
may feel more positive toward you and
your objectives and strategies.

Develop Trust
O Listening is essential to building trust. If

one member of a team doesnt listen to

instructions, an entire project might fail.
O To develop trust, pay attention to verbal
instructions and deadlines.
O Listen for statements a co-worker might
make regarding his own strengths and
weaknesses as it relates to a project, so
that you can collaborate in a way that
maximizes each others strengths.

Maintain Reputation
O The reputation of a business depends upon

listening skills.
O If you fail to listen to a customer, for
example, the customer might not receive
the service or product she expected. When
this occurs repeatedly, it can tarnish the
companys reputation.
O A company develops relationships with
other businesses. Talking on the phone and
working on a task at the same time can
result in misunderstandings.

Conflict Resolution
O Listening can reduce conflict. A conflict can arise

when an individual feels misunderstood or

mistreated. For example, if you fail to listen to
instructions and your co-worker does the task you
were supposed to perform, the co-worker might be
unhappy with you.
O An ability to listen can, however, turn a disruptive
situation into an opportunity for growth. If an
upset co-worker or dissatisfied customer feels she
is truly being heard, it can help to calm the
situation, relieve negative feelings and provide an
opportunity for real problem solving to begin.

Motivation and Productivity

O A manager can improve morale and productivity by

understanding what motivates each employee.

Listen to employees to discover what aspects of the
job they find most rewarding and challenging. Dont
expect to understand an employees needs from a
single conversation. Continue to be an attentive
listener so that the employee knows you are
sincerely interested in what she has to say.
O Effective listening can produce unintended results
that ultimately benefit both the business and the
speaker. For example, when a department takes the
time to really listen to employees, she hears not
only what theyre

Perception Management
O Good listening skills can prevent

misunderstandings, ensure a first encounter

creates a positive impression and help maintain a
small business good reputation.
O On the customer side, word-of-mouth is powerful
advertising medium. Taking the time to listen and
get it right the first time creates an impression
that has the potential to exponentially spread.
O Its all part of creating efficient working
relationships that not only saves both side
valuable time but can have potentially significant
benefits.

Improve Teamwork
O Communication is the key to

solving problems
O Listening is essential to solving
the very problems teams are
formed to address.
O Listening reinforces relationships,
better ensures understanding,
supports quicker problem
resolution and increases workers
accuracy, each of which saves
time and decreases costs.

Telephone Etiquette

Purposes
We make telephone calls to:
O Make enquiries
O Order goods or services
O Provide information
O Make and confirm arrangements
O Make complaints about goods or
services etc.

General Rules
When you make and answer calls,
O Be polite words you speak and tone
of voice.
O Concise and considerate save time
O Prepared have all the relevant
details, save time, convey all the
information in one single call

Be Prepared
O Name of organisation
O Name & Position of the people you

want to call / Department

O Your objective
O All numbers / dates / names
O Your number, email address, office
address etc.

O Try to answer the phone on the SECOND

ring
O Friendly
O Helpful if you cannot help, find
someone who can or call back with the
information
O Expressiveness
- Talk at a moderate rate and volume,
but vary your voice tone
O Take Notes
- Helps you remember important points
O Listen for ideas.not just words
- Get the whole picture, not isolated
bits and pieces

Alertness
O Show that you are wide-awake,
ready to engage in a conversation
Pleasantness
O Put a smile in your voice
Naturalness
O Use, simple, straightforward
language; avoid technical
terms/slang
Distinctiveness
O Speaks directly into the phone; Use a
normal tone of voice, the louder you
are, the louder everyone else
becomes

Limit your talking

O Cant talk and listen at the same
time
Dont Interrupt
O A pause doesnt always mean the
individual is finished speaking
Concentrate
O Focus on the conversation.
Practice shutting out outside
distractions and personal concerns
Interjections
O An occasional, Yes, I see, etc.
shows that your listening.
However, dont overuse them

Mental P.I.C.T.U.R.E.
P itch
O Avoid using high pitched voice as the caller

/ receiver may get a wrong idea about you

I nflection
O Use voice to express ideas or moods
O Dont talk in a monotone
O The voice naturally rises on a questions or

inquiry
O Voices fall at a period, decision or
completion

Mental P.I.C.T.U.R.E.
C ourtesy
O Common, everyday applies the same as

face-to-face conversation
O Use words such as could, would and
may.

T one
O Many times it is not what you say, but

how you say it

O Voice should reflect sincerity,
pleasantness, confidence, and interest

Mental P.I.C.T.U.R.E.
U nderstanding
O Avoid talking with anything in your mouth

(gum, pencil)

R ate
O Rate of speech should be adapted to

personality of contact
O Fast talkers can arouse suspicion
O Slow talkers can be irritating

E nunciate
O Clear enunciation will help avoid

misunderstanding and need to repeat yourself

Donts
O Frown
O Mutter
O Sound Tired
O Speak in a Shrill Voice
O Speak Negatively
O Ramble

Dos
O Smile (they really can hear it!)
O Speak Clearly and Concisely
O Be Enthusiastic
O Lower the Pitch of your Voice
O Talk in a Positive Mood
O Listen/Discuss

Making Calls
O Greet
O Introduce Yourself
O Saying who you want
O Leaving messages
O Thank
O End Call

If needed,
O Asking for repetition
O Acknowledging repetition

Answering Calls
O Greet
O Introduce Yourself
O Offer Assistance
O Transferring call / Saying someone is not available
O Taking messages
O Offering to help in other ways
O Thank
O End Call

If needed,
O Asking for repetition
O Acknowledging repetition

Putting Callers on Hold

O Always ask for permission
O Examples
O Would you hold while I get your file?
O Can you hold briefly while I see if Mr.

Jones is available?
O Always thank the caller for holding

Transferring a Caller
O Always transfer the caller to the desired

persons extension, not to the operator

O Limits number of transfers

O Saves the caller time from explaining issue

again

O Tell the caller who you are transferring

them to

O Announce the caller to the person you are

transferring

Taking Phone Messages

O Phone Message should always

include:
O Callers name and company name (if
O
O
O
O

applicable)
Time and Date of call
What the call is regarding (if possible)
If a follow up or return call is needed
Phone number (office or home)

Leaving a Voice/Phone
Message
Phone Message should always include:
O Your name and company name
O Time and Date of call
O What the call is regarding (brief)
O If a follow up or return call is needed
O Phone number (office or home) speak

SLOWLY even repeat the phone

number include area code

Asking for and giving

repetition
If you need the caller or the
receiver to repeat something,
use polite expressions to request
repetitions,
O I beg your pardon
O I didnt catch that

Last Impressions
Before ending the call, always
O Make sure you answered all the

callers questions
O Always end with e pleasantry:
- Have a nice day
- It was nice speaking with you

O Let the caller hang up first

O Dont give more than your first name

O Dont get personal, even if they do
O Be prepared for rejection just apologize

for bothering them and graciously get off

the phone
O If you need help get a supervisor

Listen to the Audio

& Give Your Views on the Telephone
Etiquette!