Page 114 - DENG401_Advance Communication Skills

Unit 5: Improving Informal Communication

Notes
Figure 5.2: Effective listening strategies
Colleague or superior says Effective listening strategy
“I would like you to schedule regular Take notes and prepare follow-up
team-building sessions for the staff.” questions
“I am not happy about all the extra Let your colleague continue to talk
time these meetings will require.”
“I’m sorry to interrupt you, but I Turn away from your computer and
want to tell you something important look your colleague in the eye
before I forget.”

Improving listening habits do’s and don’ts

Guidelines Do don’t
Pay attention Turn towards the speaker Don’tbe distracted by your e-
Look directly at the speaker mail, phone calls, or other
Lean towards the speaker external signals
Maintain eye contact with them Don’t try to multitask and
while they are talking complete other jobs while
listening
Use Use your own body language to Don’t fold your arms over your
nonverbal signal your interest and attention chest or clench your hands
cues Nod your head, smile, or make Don’t turn away from the
other appropriate facial speaker
expressions
Give Paraphrase the speaker’s ideas Don’t be critical or
feedback Summarize what he or she says argumentative in your feedback
Refer to notes to ask questions Don’t be afraid to disagree, but
about details resist dismissing a message
because you do
Ask Clarify points or vague ideas Don’t ask questions in a hostile
questions Demonstrate you are carefully manner
considering a speaker’s message Don’t be afraid to ask “dumb”
Use open-ended questions to or obvious questions
elicit more information
Use simple closed-ended
questions for quick clarification
Be open- Allow the speaker to finish Don’t focus on your own
minded thoughts questions, problems, and goals
Wait to respond until a speaker is Don’t interrupt the speaker
finished talking
Respond Provide appropriate responses Don’t criticize the other person
Be candid and honest Don’t belittle their point of view
Maintain an attitude of respect
Treat others the way you would
like to be treated

5.3 Speaking Persuasively

Persuasive speaking is really one of understanding the audience’s mindset, talking in terms that
show you are broadly empathetic to their attitudes and acknowledging that their views are of
considerable value which must be fully taken into account when deciding upon an action. As we
all know Persuasion is communication that guides other people towards the adoption of an idea
or action. To persuade others to take action or adopt an outlook relies on your ability to make
appealing arguments instead of using pressure or coercion. Speaking persuasively and influencing

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