Communication Listening is the most important

aspect of communication Very few people are trained to listen Education centers on reading and

writing, not on listening Creates a listening handicap

Listening Do people perceive you as a warm

understanding person or are you so enchanted with the sound of your own voice that you shut others out?

Listening Do you flip your attention switch

before you listen to someone? Pay attention to others, don’t fake it Get into the habit of listening with

your mind Good listening allows you to focus on

the other person with intensity and awareness

Listening Do you show the speaker you are

truly interested? Follow the discussion carefully Make eye contact with the speaker Listen with kindness

Your concern and awareness will show

Listening Do you fail to listen because of

your preoccupation with what you are going to say next? Avoid this common mistake

Listening When points are not clear, insist on

clarification Keep an open mind Avoid spontaneous outbursts Think before you speak

Listening Clarify for yourself what the

speaker intends Be willing and open to learn Postpone judgment Be alert and in the present Observe ideas, patterns, and clues

Listening Think about what the speaker has

proposed and ask questions later Listen Do not talk until after the speaker

finishes

Listening Facial expressions, hand gestures,

and body movements are often communicators Can you spot an exaggerator, a

display of false confidence, a bored individual, anger, etc?

Listening When listening, do you hear only

the speaker? Are you able to shut out distracting

sounds?

Words to Succeed “I like to listen. I have learned a

great deal from listening carefully.” Ernest Hemingway

Speakers If it is important, repeat it Follow up, get answers, explain Be interested

Words To Succeed “A worker needs one thing only: to

learn how to learn.” Peter Drucker

Management Theorist

Groups Groups need a leader The group leader will:

Group leader will organize group information List points to be covered Show an interest in the material

covered Make info relevant to the overall

picture Commend the group Will restate the goals

Will not dominate the meeting

Problem personalities Group Leader will handle:

Know it all Person who wants to argue Over-talkative person Shy individual Disinterested person Person who attempts to get your opinion instead of

giving his/hers Person who carries a personal grudge Person who is wrong but who insists he/she is right

and group will not correct

How to handle problem personalities Know it all

Encourage others to comment freely Build confidence of the group so that problem person

will not impose on others Person who wants to argue

Keep cool. Use questions. Keep members from getting personal. Majority opinions rule

Over-talkative person Be tactful, but interrupt and ask others to comment

Shy individual Call on this person by name, ask easy questions,

praise this person, and include this person

How to handle problem personalities Disinterested person

Ask direct questions, ask for advice Person who attempts to get your opinion

instead of giving his/hers Refer the question back to the group and then

back to the person Person who carries a personal grudge

Explain that any problem must be for the good of the group and that no gripes will be discussed

How to handle problem personalities Person who is wrong but who insists

he/she is right. Group, out of respect or shyness, will not correct Avoid direct criticism, sarcasm, and ridicule Use indirect methods

Analyze a similar case without reference to the person

Talk to the person in private

Good communication Good communication plays a vital

role in helping to cultivate and maintain friendships (both work and personal) and a profitable business structure

Good communication promotes understanding, approval, involvement, and support

What if your communication fails? Occasional failure is the price of

improvement Learn from your mistakes

You may be disappointed if you fail, but you are doomed if you don’t try

Beverly Sills, opera singer

Most of us will never do great things, but we can do small things in a great way