NAME: CLEMENT CHISENGA COMMUNICATION SKILLS

QUESTION: HOW ARE LISTENING SKILLS IMPORTANT TO EMPLOYEES, SUPERVISORS, AND EXECUTIVES? WHO SHOULD HAVE THE BEST LISTENING SKILLS?

INTRODUCTON Listening is the ability to accurately receive and interpret messages in the communication process. Listening is key to all effective communication. Without the ability to listen effectively, messages are easily misunderstood. As a result, communication breaks down and the sender of the message can easily become frustrated or irritated. Listening skills is part of Communication skills which is defined as the abilities you use when giving and receiving different kinds of information, they are skills that involve listening, speaking, observing and empathizing. Communication is relevant among employees, supervisors and executives because it helps in conveying meanings from one entity or group to another through the use of mutually understood signs, symbols, and semiotic rules. Listening types can be defined by the goal of the listening.

Listening is so important that many top employers provide listening skills training for their employees. Because good listening skills can lead to better customer satisfaction, greater productivity with fewer mistakes, and increased sharing of information that in turn can lead to more creative and innovative work. Many successful leaders and entrepreneurs credit their success to effective listening skills. TYPES OF LISTERNING SKILLS

 Active listening means paying close attention to the person who is speaking to you. People who are active listeners are well-regarded by their coworkers because of the attention and respect they offer others. While it seems simple, this is a skill that can be hard to develop and improve. You can be an active listener by focusing on the speaker, avoiding distractions like cell phones, laptops or other projects, and by preparing questions, comments or ideas to thoughtfully respond.  Information listening: Whenever you listen to learn something, you are engaged in informational listening. This is true in many day-to-day situations, in education and at work, when you listen to the news, watch a documentary, when a friend tells you a recipe or when you are talked-through a technical problem with a computer – there are many other examples of informational listening too. Although all types of listening are ‘active’ – they require concentration and a conscious effort to understand. Informational listening is less active than many of the other types of listening. When we’re listening to learn or be instructed we are taking in new information and facts, we are not criticising or analysing. Informational listening, especially in formal settings like in work meetings or while in education, is often accompanied by note taking – a way of recording key information so that it can be reviewed later.  Discriminative listening: is the most basic type of listening, whereby the difference between difference sounds is identified. If you cannot hear differences, then you cannot make sense of the meaning that is expressed by such differences. We learn to discriminate between sounds within our own language early, and later are unable to discriminate between the phonemes of other languages. This is one reason why a person from one country finds it difficult to speak another language perfectly, as they are unable distinguish the subtle sounds that are required in that language. Listening is a visual as well as auditory act, as we communicate much through body language. We thus also need to be able to discriminate between muscle and skeletal movements that signify different meanings.  Comprehension listening: involves understanding the thoughts, ideas, and message the next step beyond discriminating between different sound and sights is to make sense of them. To comprehend the meaning requires first having a lexicon of words at our fingertips and also all rules of grammar and syntax by which we can understand what others are saying. The same is true, of course, for the visual components of communication, and an understanding of body language helps us understand what the other person is really meaning. In communication, some words are more important and some less so, and comprehension often benefits from extraction of key facts and items from a long spiel. Comprehension listening is also known as content listening, informative listening and full listening.  Critical listening: is listening in order to evaluate and judge, forming opinion about what is being said. Judgment includes assessing strengths and weaknesses, agreement and approval. This form of listening requires significant real-time cognitive effort as the listener analyzes what is being said, relating it to existing knowledge and rules, whilst simultaneously listening to the ongoing words from the speaker. It involves analysis of the information being received and alignment with what we already know or believe. Whereas informational listening may be mostly concerned with receiving facts and new information - critical listening is about analysing opinion and making a judgement. When the word ‘critical’ is used to describe listening, reading or thinking it does not necessarily mean that you are claiming that the information you are listening to is somehow faulty or flawed. Rather, critical listening means engaging in what you are listening to by asking yourself questions such as, ‘what is the speaker trying to say?’ or ‘what is the main argument being presented?’, ‘how does what I’m hearing differ from my beliefs, knowledge or opinion?’. Critical listening is, therefore, fundamental to true learning.  Biased listening or selective listening: happens when the person hears only what they want to hear, typically misinterpreting what the other person says based on the stereotypes and other biases that they have. Such biased listening is often very evaluative in nature, it’s a negative type of listening, it implies that the listener is somehow biased to what they are hearing. Bias can be based on preconceived ideas or emotionally difficult communications. Selective listening is a sign of failing communication you cannot hope to understand if you have filtered out some of the message and may reinforce or strengthen your bias for future communications  Evaluative listening or critical listening, we make judgments about what the other person is saying. We seek to assess the truth of what is being said. We also judge what they say against our values, assessing them as good or bad, worthy or unworthy. It’s particularly pertinent when the other person is trying to persuade us, perhaps to change our behavior and maybe even to change our beliefs. Within this, we also discriminate between subtleties of language and comprehend the inner meaning of what is said. Typically, also we weigh up the pros and cons of an argument, determining whether it makes sense logically as well as whether it is helpful to us. Evaluative listening is also called critical, judgmental or interpretive listening.  Appreciative listening seek certain information which will appreciate, for example that which helps meet our needs and goals. We use appreciative listening when we are listening to good music, poetry or maybe even the stirring words of a great leader.  Sympathetic listening: in sympathetic listening we care about the other person and show this concern in the way we pay close attention and express our sorrow for their ills and happiness at their joys.  Empathetic listening when we listen empathetically, we go beyond sympathy to seek a truer understand how others are feeling. This requires excellent discrimination and close attention to the nuances of emotional signals. When we are being truly empathetic, we actually feel what they are feeling. In order to get others to expose these deep parts of themselves to us, we also need to demonstrate our empathy in our demeanor towards them, asking sensitively and in a way that encourages self- disclosure.  Rapport Listening when trying to build rapport with others we can engage in a type of listening that encourages the other person to trust and like us. A salesman, for example, may make an effort to listen carefully to what you are saying as a way to promote trust and potentially make a sale. IMPORTANCE OF LISTERNING SKILLS Listening skills are very important to employees, supervisors and executives. Moreover, listening skills are important to everybody that interacts with each other. In order to understand one another, everybody has to listen to interpret the verbal context of each other's intended message. In a workplace, listening skills are actually equally important among employees, supervisors and executives to communicate instructions, reports and feedback. Employees have to listen carefully for instructions and procedures from upper management. Supervisors have to listen to employee's reports and executives' instructions. Executives have to listen to all reports from lower management. If everybody listens carefully, less miscommunication and mistakes are made and business will be more effective and efficient.

Relevance of Listening skills to an Employee An employee is an individual who was hired by an employer to do a specific job. Employee’s are encouraged to listen to managers when receiving instructions and getting updates on corporate policy. Much broader benefits can accrue for good employee listening skills beyond receiving directions for job duties. Help your employees understand the advantages of good listening skills by pointing out the ways in which, through heightened listening skills, both the employee and company can realize a higher level of success.

 Interpretation: Employees who work on their listening skills find it easier to interpret meaning from conversations. Part of good listening is paying attention to the context the speaker is using and being able to put everything that is being said into that context. It also means asking questions to determine meaning rather than guessing at someone's intentions. Properly interpreting information from a conversation can improve an employee's relationship with clients and help to increase revenue through repeat sales. A client often prefers vendors who take the time to properly understand the context and meaning of a conversation.  Learning is the broad term used to define the information and experiences an employee gains from listening to what is being said. Training is a structured part of learning. The other part of learning is the ability to listen to advice and other information, and know how to use that information effectively in future situations. When an employee undergoes an experience, it can be a valuable lesson in improving productivity or customer relations. Encourage your employees to develop good listening skills that will help them gather information that can add to the learning experience.  Complete Information good listening skills help an employee to determine when she has all of the information she needs on a topic or if she needs to ask for further data. For example, a customer is trying to return a product because he says the product does not work. An employee's strong listening skills will hear a common customer situation and begin to ask the customer to describe the problem. Further listening and interpretation leads the employee to conclude that the customer is using the product incorrectly and to assist the customer in the proper operating procedures. Refined listening skills help an employee to be able to determine what he is not hearing, which indicates missing information.  Co-Workers sometimes the ability to listen to a teammate describe a challenging situation can be enough to help strengthen team bonds and improve the efficiency of the group. Good listening skills can also help an employee determine when a co- worker is having serious personal issues that may require the intervention of company management.

RELEVANCE OF LISTENING SKILLS AS SUPERVISORS Supervisor or also known as foreman, boss, overseer, facilitator, monitor, area coordinator, or sometimes gaffer, is the job title of a low level management position that is primarily based on authority over a worker or charge of a workplace. Supervisors model behavior for their employees to emulate. The quality of supervisor communication skills is usually a direct reflection of the supervisor’s overall job performance. It’s difficult to excel in certain areas of leadership and have poor communication skills. Employees observe their supervisors' communications with others and, ultimately, learn to use the same techniques in their professional and personal relationships.

 Supervisors are responsible for providing employees with constructive feedback about performance and workplace behavior. Communication skills are important because the way supervisors interact with employees affects how well employees receive supervisor feedback. A supervisor with the capability to communicate work directives and employee feedback clearly, succinctly and in a manner that motivates employees instead of alienating them is a more effective leader.  Interdepartmental Relationships Communication with colleagues is part of the supervisor’s daily routine. Building interdepartmental relationships occurs through verbal and written communication skills. Supervisors exchange information, ideas and recommendations with colleagues in creating interdepartmental alliances. This, turn, advances the goals and objectives of each department and of the overall business.  Resolving Conflict Resolving workplace conflict requires communication skills, and in particular, the ability to listen. Employees who complain to their supervisors about workplace issues have the reasonable expectation that the supervisor will provide support and guidance. Listening well enables supervisors to communicate with employees who are experiencing workplace problems. Supervisors who listen give employees a sense of appreciation for leadership. Employees who believe they are valued contributors are likely to have greater confidence and trust in company leadership, which underlies positive supervisor-employee relationships. Consequently, employees who believe they are valued team members are better able to discuss problems that impact their performance and to participate in dispute resolution.  Performance Management Communication is one of the essential components of an organization’s performance management system. Companies that provide leadership training encourage supervisors to maintain open and candid communication lines with employees who report to them. This fosters the necessary two-way dialogue that must occur during performance appraisals and improves the ability of employees to meet the company’s expectations.  Self-Promotion Supervisors’ communication skills are important for their own careers. Supervisors are accountable for certain performance standards. including the ability to communicate well with employees, colleagues and managers. Promotions are often more available to supervisors who have good verbal and written communication skills and the ability to develop positive relationships with others in the workplace.

EXECUTIVE is a person with senior managerial responsibility in a business. Strong listening skills can make a critical difference in the performance of senior executives. Executive engagement is the most critical factor in fully embedding Workplace in your organization. If leaders are not setting the tone and engaging in conversations, employees are less likely to fully embrace Workplace. The benefits of Workplace for leadership include increasing transparency and visibility as to what is happening within the organization, leading to faster decision making.

 Be a good Listener hearing what your employees are telling you isn’t enough. Remember that most communication is non-verbal. Instead of just paying half- hearted attention to their words, really listen and also follow nonverbal cues. These will improve how you engage with them and give you greater insight into what they’re saying, it’s when you not only listen to what people say but how they say it– and even what they don’t say. When you pay attention to verbal and nonverbal clues, such as facial expressions, tone of voice and body language, you gain a greater understanding of what someone’s saying and make them feel acknowledged. Be attentive, but relaxed. Now that you've made eye contact, relax. You don't have to stare fixedly at the other person. You can look away now and then and carry on like a normal person. The important thing is to be attentive.  Don’t Be A Phubber: Phubbing also known asphone snubbing is when you’re focusing so much on your electronic device that you don’t pay attention to the person who’s talking to you. Yes, you’re busy and stressed, but phubbing makes you seem rude and distracted instead of a skilled multi-tasker. It can also make your employees feel that you’re not interested in them, which is sure to create resentment. Being too preoccupied with smartphones in the office damages workplace relationships and productivity. Force yourself to put your phone on airplane mode during team meetings and one-on-one interactions to eliminate distractions. When you give your full attention to people, you show them that you value them and don’t take them for granted.  Learn New Things You might not listen properly because you’re tired, stressed or busy. But just think of everything you’re missing if you don’t engage in active listening to your team. There are valuable ideas, opportunities to resolve workplace conflict, and networking possibilities found right there in daily communication – and they’re completely available to you! When your team feels heard and not judged, they will be more likely to keep the communication lines to you open, which can be a valuable resource so you stay on top of workplace dynamics.  Make Them Focus, If you show your employees that you value their opinions and thoughts, instead of just trying to express your own views, you create a team that wants to achieve because they’re confident. Employees will feel supported and confident after the exchange, which will increase their motivation.  Listen From A Place Of Emotional Intelligence In the workplace, people tend to focus on IQ instead of EQ, or emotional intelligence, yet it can be a valuable resource. When you have high emotional intelligence, you’re empathetic, compassionate and patient. These should be the cornerstones of your listening activity. When you give people a chance to speak, allow them to express their thoughts without rushing or interrupting them. Try to understand situations from their perspective and empathize with their troubles. A good tip is to repeat the message back to the person after they’ve expressed it, so that everyone understands it correctly and you show the person that you’ve given them your time. This also helps to prevent misunderstandings that can potentially lead to costly errors and bad decisions. If you’re willing to step into your employees’ shoes, they’ll be more likely to want to walk in the path you’ve outlined for them.  Great listening is one of the most important skills a manager can possess. It encourages healthier work relationships, boosts team spirit and places goals you want to achieve in easier reach because you’ll have a whole team backing you up every step of the way  Face the speaker and maintain eye contact. Talking to someone while they scan the room, study a computer screen, or gaze out the window is like trying to hit a moving target. How much of the person's divided attention you are actually getting? Fifty percent? Five percent? If the person were your child you might demand, "Look at me when I'm talking to you," but that's not the sort of thing we say to a lover, friend or colleague. Eye contact is considered a basic ingredient of effective communication. When we talk, we look each other in the eye. That doesn't mean that you can't carry on a conversation from across the room, or from another room, but if the conversation continues for any length of time, you or the other person will get up and move. The desire for better communication pulls you together. Do your conversational partners the courtesy of turning to face them. Put aside papers, books, the phone and other distractions. Look at them, even if they don't look at you. Shyness, uncertainty, shame, guilt, or other emotions, along with cultural taboos, can inhibit eye contact in some people under some circumstances.  Listen to the words and try to picture what the speaker is saying. Allow your mind to create a mental model of the information being communicated. Whether a literal picture, or an arrangement of abstract concepts, your brain will do the necessary work if you stay focused, with senses fully alert. When listening for long stretches, concentrate on, and remember, key words and phrases. When it's your turn to listen, don’t spend the time planning what to say next. You can't rehearse and listen at the same time. Think only about what the other person is saying. Finally, concentrate on what is being said, even if it bores you. If your thoughts start to wander, immediately force yourself to refocus.  Don't interrupt to impose solutions. Always give time for an employee to air out their views. Certainly the opposite is being modeled on the majority of talk shows and reality programs, where loud, aggressive, in-your-face behavior is condoned, if not encouraged.

Conclusion A good listener pays attention and waits for the speaker to pause then ask them clarifying questions and make sure it’s understood to carry out good work in a workplace. Both employees, executives should keep an open mind Listen without judging the other person or mentally criticizing and indulging in judgmental bemusements, you've compromised your effectiveness as a listener. Listen without jumping to conclusions. Remember that the speaker is using language to represent the thoughts and feelings hence the listener should be attentive enough to interpret the message. The most important listening skill is to be an Active Listener, don’t focus only on the words that your employee is using; nonverbal cues can convey essential information if one knows how to read them. Look out for changes in intonation, volume, pace and flow and keep an eye on facial expressions and body language. All of these can be quite informative and reveal a lot. Resist the temptation to roll your eyes, because it may seem disrespectful. A good executive should always ask an employee to clarify to avoid mis-understanding and remain focused for the whole duration of the conversation. Selective hearing is a not a very good skill because it leads to misunderstandings as you hear only portions of what the speaker has said and you might miss important parts of the message. Listening skills enables both the manager and employees to understand intentions and feelings of their team, an essential skill for team management, this will allow employees to be more open, positive and motivated if they feel they are being heard and will strive.

REFERENCES http://changingminds.org/techniques/listening/types_listening.htm https://www.skillsyouneed.com/ips/listening-types.html https://www.mindtools.com/CommSkll/ActiveListening.htm https://smallbusiness.chron.com/importance-communication-skills-supervisors- 10255.html#:~:text=Resolving%20workplace%20conflict%20requires%20communication,pa rticular%2C%20the%20ability%20to%20listen.&text=Listening%20well%20enables%20supe rvisors%20to,sense%20of%20appreciation%20for%20leadership. https://www.mckinsey.com/featured-insights/leadership/the-executives-guide-to-better- listening# http://leanmeanprocessimprovement.com/the-importance-of-listening-skills/ https://hbr.org/2015/01/how-to-really-listen-to-your-employees