HOMEWORK REVIEW COMPETENCY- Being competent doesn’t mean that a leader knows how to do everything, but rather that they know what to do and how to get it done. A good leader will know where their strengths and weaknesses lie and thus know what kind of expertise they will need to surround themselves with.  COMPETITION- the act or process of competing

HOMEWORK REVIEW

COMMUNICATION

THE ART OF LISTENING Are you a good listener?

THE LISTENING PROCESS Listening within a work context is the process by which you gain an understanding of the needs, demands, and preferences of your stakeholders through direct interaction. Stakeholders might include your boss, clients, customers, co-workers, subordinates, upper management, board members, interviewers, and job candidates.

LISTENING PROCESS CONTINUED Reflection includes repeating and paraphrasing what you have heard in order to show the person that you truly understand what has been said. Attentive listening includes eye contact, posture, facial expressions, gestures, and genuine interest in what the person is saying. To be a good active listener in the workplace, there are two components for success: attention and reflection. LISTENING PROCESS CONTINUED

WHAT MAKES A GOOD LISTENER Good listeners actively endeavor to understand what others are really trying to say, regardless of how unclear the messages might be.  Listening involves not only the effort to decode verbal messages, but also to interpret nonverbal cues such as tone of voice, facial expressions, and physical posture.  Effective listeners make sure to let others know that they have been heard, and encourage them to share their thoughts and feelings fully. WHAT MAKES A GOOD LISTENER

WHAT MAKES A BAD LISTENER Interrupting Interrupting the person you're speaking with, and talking before they have had a chance to finish what they are saying, indicates that your listening skills may need polishing up.  Responding Responding with a statement that doesn't answer the question you've been asked will reflect poorly on your listening skills. Talking Talking too much is another issue. Conversations should be balanced between you and the other person, and if you monopolize the conversation you won't get the opportunity to listen.

Active Listener Active listening is the process by which an individual secures information from another individual or group.  The “active” element involves taking steps to draw out information that might not otherwise be shared. 

ACTIVE LISTENING SKILLS

ACTIVE LISTENING TECHNIQUES Building trust and establishing rapport. Demonstrating concern. Paraphrasing to show understanding. Nonverbal cues which show understanding such as nodding, eye contact and leaning forward. Brief verbal affirmations like “I see,” “I know,” “Sure,” “Thank you,” or “I understand.” Asking open-ended questions. Asking specific questions to seek clarification. Waiting to disclose your opinion. Disclosing similar experiences to show understanding.

EXAMPLES OF ACTIVE LISTENING Building Trust and Establishing Rapport: “Tell me what I can do to help.” “I was really impressed to read on your website how you donate 5% of each sale to charity.” Demonstrating Concern: “I am eager to help you; I know you are going through some tough challenges.” “I know how hard a corporate restructuring can be – how is staff morale at this point?”  Paraphrasing: “So, you are saying that the uncertainty about who will be your new supervisor is creating stress for you.” “So, you think that we need to build up our social media marketing efforts.”   Brief Verbal Affirmation: “I understand that you would like more frequent feedback about your performance.” “Thank you. I appreciate your time in speaking to me.” Asking Open-Ended Questions: “I can see that John's criticism was very upsetting to you. Which aspect of his critique was most disturbing?” “It’s clear that the current situation is intolerable for you. What changes would you like to see?” Asking Specific Questions: “How long do you expect your hiring process to last?” “What is your average rate of staff turnover?” Waiting To Disclose Your Opinion: “Tell me more about your proposal to reorganize the department.” “Can you please provide some history for me regarding your relationship with your former business partner?”  Disclosing Similar Situations: “I was also very conflicted about returning to work after the birth of my son.” “I had the responsibility of terminating four of my personnel, due to downsizing, over the last two years. Even if it’s necessary, it never gets easier.”  

CONCLUSION

VIDEO https://www.youtube.com/watch?v=9WX2a1t5PSY