1. PERCEPTION, LISTENING AND PARAPHRASING
Dyad Team
Nguyen Tran Truc Quan, Nguyen Ha My, Le Khoa

2. THE ROLE OF LISTENING AND PARAPHRASING

3. The role of listening Gain information Develop trust
Maintain reputation
Reduce conflict
Motivate Employees
Less Do-overs

4. HOW WELL DO WE LISTEN?

5. …Paraphrasing and Summarising
Paraphrasing: restating what has been said in your own words
Summarising: reviewing the speakers’ main points or emotions
Give speakers a chance to correct the message
Show the speakers that listeners are interested
Avoid evaluating the message or being critical until it is complete

6. HOW TO BE A GOOD LISTENER?
ACTIVE LISTENING
EMPATHETIC LISTENING
Clarify responses, ask questions
Paraphrase and summarize
Avoid being critical
Pay attention to nonverbal communication.
Show desire to understand people’s feeling (give time, no interrupting, ask questions…)
Reflect feelings
Caution: not everyone likes being repeated

7. HOW TO GIVE USEFUL FEEDBACK?

8. Disapproving without being helpful
CONSTRUCTIVE FEEDBACK
DESTRUCTIVE FEEDBACK
Helpful
Corrective
Encouraging
Disapproving without being helpful
Causing negative or defensive reaction from recipients

9. Features of constructive feedback
Immediate feedback
Specific feedback
Problem-oriented feedback

10. PRACTICE
Summarize our main points
Give us feedback!

11. REFERENCES
Williams, C. (2015) MGMT 8: Principles of Management Stanford, CT, United States: Cengage Learning.
Why Is Listening Important in a Business Organisation? Available at: [Accessed 21 October 2017].
How to Improve Active Listening Skills in Business Situations. Available at: [Accessed 21 October 2017].
YouTube Active Listening. How to be a great listener. - YouTube. Available at: [Accessed 23 October 2017].
Sandwich Feedback: 8 Tips to Giving Employees Feedback. Available at: [Accessed 23 October 2017].

12. THANK YOU!