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Page 1: Speaking and listening skills

LISTENING AND SPEAKING

SKILLSBy: bias laram

031110703

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Listening skills are ways to help you listen to

something more effectively.

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To avoid communication errors.

Key to success. Learn something new.

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Active listening Selective listening Ignoring listening Emphatic listening

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Understanding all things Proper interaction Proper feedback

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Selective portion Topic may not be according to

linking

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Not listening at all Pretty insulting to other

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Most effective level Arguing Listen with heart and mind Empathy is sympathy

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Hearing and Listening are not same.

Hearing: Hearing is with the senses. Ears pick up sound waves and then transported to our brain.

Listening: Listening is with the mind. Communication process and,

to be successful is an active process.

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Appreciative Listening Critical Listening Informational Listening Relationship Listening Discriminative Listening

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It improves the relationship between people.

Emphasis is an understanding the other person.

Three behaviors are key to effective relationship listening

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MIND READER: Ask what the person is thinking or feeling.

REHEARSER: Let the customer finish their thoughts before determining what question to ask next.

FILTERER: Be aware of your own assumptions.

DREAMER: Stay present.

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COMPARER: Treat each customer as the unique person they are.

FIXER: Fully understand needs before recommending a solution.

INDENTIFIER:

Remember that it’s about the customer, not you.

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Speaking skills is the act of generating words that can be understood by listeners. A good speaker is clear

and informative.

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Ability to convey your information in a proper way Ability to stand out from the rest Career enhancement Encouraging people to communicate with each other.

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