Bateman, David N., and Norman B. Sigband. Communicating Business. 3d ed.
Campbell, Douglas. “Listen Up! How To Be a Better Listener.” Seventeen, October 1987.
Sigband, Norman B., and David N. Bateman. Communicating in Business. 2d ed.
LISTENING
Listening is a skill that is crucial in business. Even though it is one of the most important skills that as employee can possess, it is also one of the most neglected. Very few people spend much time or energy trying to improve their listening skills despite the fact that research indicates that only a very small percentage of what we hear is retained. This fact is quite alarming when you consider that approximately half of the average person’s communications time is spent listening (Sigband and Bateman, 1985, 64).
The cost to the company employing a person with poor listening skills can be very high. However, a person can work to improve his/her listening ability to become an effective listener and an asset to the company.
Cost of Poor Listening
Poor listening can be very costly to an organization in terms of mistakes being made that otherwise could have been avoided. Once made, mistakes may or may not be correctable. Such mistakes are costly in terms of waste time, misunderstandings, and customer irritation. Thus, poor listen has a direct or indirect impact on the overall profitability of a company.
Improving Listening Skills
Anyone with a desire to improve his/her skill in the area of listening can do so. Campbell (1987, 109) offers the following helpful suggestions for improvement in this area:
Look at the person speaking. Don’t allow yourself to be distracted. People who don’t concentrate allow their attention to be easily diverted by a variety of distractions.
Let go of your ego. Wait to formulate what you are going to say until the other person has stopped talking. Don’t think too much ahead so that you ignore the speaker.
Be patient. Few things are more irritation that having someone interrupt or finish your sentence. Even if you think you know what the other person is going to say, try to restrain yourself.
Don’t change the subject. Diverting the conversation to another topic is rude. It shows a lack of interest in what the other person has to say.
Be responsive. Respond with a smile ore a nod of the head. Show the speaker you are involved in the conversation.
Clearly, enhancing or improving your skill is not all that difficult (Sigband and Bateman, 1989, 411). A person must simply:
1. Recognize the fact that improvements can be made.
2. Know the steps toward improvement.
3. Make a conscientious effort to improve.
4026 Eastway Drive
Charlotte, NC 28205-2736
December 17, 2005
Sentinel Electronics Co.
401 Euclid Avenue
Cleveland, OH 44114-3561
Ladies and Gentlemen
When I bought a Sentinel clock radio several weeks ago, I was assured of trouble-free service. Further, I was told that repairs could be made locally in the unlikely event something went wrong.
About a week ago severe static developed in the radio, and a recurring click began in the digital clock. I returned the radio to the store where I bought it, only to be told that I would have to return it to you for repair.
Before being further inconvenienced, I want to be sure that returning the radio to you is the proper course of action. I am certain you want to stand behind your products and to be sure that your outlet stores properly represent your products and service. You should have my warranty card on file.
Sincerely yours
Ms. Suellyn Bandu
November 12, 2005
Keyboad Operators
KEYBOARDING EFFICIENCY
You can increase your input speed and accuracy by reaching to each service and function key with the proper finger while keeping the other fingers on or very near their home positions.
When you move the entire hand to the service or function keys you use more time and increase your chances of making errors. You can increase your productivity with less effort if you will reach with the fingers, not the hands.
Karen Oldham
Office Manager
December 17, 2005
Mr. Julio Perez
3849 Canterbury Road
Baltimore, MD 21218-365
Dear Mr. Perez
Congratulations! You are now the sole owner of the car you financed through our bank. We also want to thank you for choosing us to serve your credit needs.
The original Certificate o Title and you Installment Loan Contract marked “Paid in Full” are enclosed. These papers are evidence that you have fulfilled all the obligations of your automobile loan. File the papers in a safe place with other important records.
The promptness with which you made all monthly payments gives you a preferred credit rating at our bank. Please let us know when we may be of service to you again.
Cordially yours
Ms. Jennifer Lindgren
Automobile Loan Department
mn
Enclosures
4026 Eastway Drive
Charlotte, NC 28205-2736
December 17, 2005
Sentinel Electronics Co.
401 Euclid Avenue
Cleveland, OH 44114-3561
Ladies and Gentlemen
When I bought a Sentinel clock radio several weeks ago, I was assured of trouble-free service. Further, I was told that repairs could be made locally in the unlikely event something went wrong.
About a week ago severe static developed in the radio, and a recurring click began in the digital clock. I returned the radio to the store where I bought it, only to be told that I would have to return it to you for repair.
Before being further inconvenienced, I want to be sure that returning the radio to you is the proper course of action. I am certain you want to stand behind your products and to be sure that your outlet stores properly represent your products and service. You should have my warranty card on file.
Sincerely yours
Ms. Suellyn Bandu
OPEN HOUSE
Dr. Aronlod J. Schmidt & Associates
9200 Montgomery Road, Suite 1A
Tuesday, October 3
3:30-6:30pm
