Business Communication 3

Q.4 Formal communication can be difficult and tiring.
Discuss strategies of effective and active

listening.
Strategies of effective and active listening.

Mark Twain one said that if we were supposed to talk more than we listen, we would have one ear
and two tongues, so the first strategy is:
 Active listening is when someone fully concentrates what is being said

instead of just passively hearing a speaker. It involves all senses to
become fully engaged in the messages that are being conveyed by
whoever is actively communicating.
 This term can also be called “effective listening,” and can easily be
related to business communications. People tend to think about
what they will say while others are speaking, which causes them to
miss out entirely on the message from a co-worker, manager, or
customer. When workers do not employ active listening techniques,
it can decrease productivity, keep messaging from getting where it
needs to, and negatively impact a project deadline.
1. Stop Talking:
Don't talk, listen.
When somebody else is talking listen to what they are saying, do not
interrupt, talk over them or finish their sentences for them. Stop, just
listen.
When the other person has finished talking you may need to clarify to
ensure you have received their message accurately.
2. Prepare Yourself to Listen

Relax.
Focus on the speaker. Put other things out of mind. The human mind
is easily distracted by other thoughts – what’s for lunch, what time do I
need to leave to catch my train, is it going to rain – try to put other
thoughts out of mind and concentrate on the messages that are being
communicated.
3. Put the Speaker at Ease

Help the speaker to feel free to speak.
Remember their needs and concerns. Nod or use other gestures or

words to encourage them to continue.
Maintain eye contact but don’t stare – show you are listening and
understanding what is being said.
4. Remove Distractions
Focus on what is being said.
Don’t doodle, shuffle papers, look out the window, pick your fingernails
or similar. Avoid unnecessary interruptions. These behaviors disrupt
the listening process and send messages to the speaker that you are
bored or distracted.
5. Empathies
Try to understand the other person’s point of view.
Look at issues from their perspective. Let go of preconceived ideas. By
having an open mind we can more fully empathize with the speaker. If
the speaker says something that you disagree with then wait and
construct an argument to counter what is said but keep an open mind
to the views and opinions of others.
6. Be Patient
A pause, even a long pause, does not necessarily mean that the speaker has
finished.
Be patient and let the speaker continue in their own time, sometimes it
takes time to formulate what to say and how to say it. Never interrupt
or finish a sentence for someone.
7. Avoid Personal Prejudice

Try to be impartial.
Don't become irritated and don't let the person’s habits or mannerisms
distract you from what the speaker is really saying.
Everybody has a different way of speaking - some people are for

example more nervous or shy than others, some have regional accents
or make excessive arm movements, some people like to pace whilst
talking - others like to sit still.
Focus on what is being said and try to ignore styles of delivery.
8. Listen to the Tone

Volume and tone both add to what someone is saying.
A good speaker will use both volume and tone to their advantage to
keep an audience attentive; everybody will use pitch, tone and volume
of voice in certain situations – let these help you to understand the
emphasis of what is being said.
9. Listen for Ideas – Not Just Words

You need to get the whole picture, not just isolated bits and pieces.
Maybe one of the most difficult aspects of listening is the ability to link
together pieces of information to reveal the ideas of others. With
proper concentration, letting go of distractions, and focus this becomes
easier.
10. Wait and Watch for Non-Verbal Communication

Gestures, facial expressions, and eye-movements can all be important.
=> In addition to all aforementioned strategies, one has to do these things to

be a better listener:
1. Check your ego. You cannot truly listen if you’re more worried about your
own personal outcome in a conversation than creating a positive outcome for all
involved.
2. Stop thinking about your response. If you’re formulating your response in

your head while the other person is speaking, you’re not listening!
3. Acknowledge feelings. When listening, you don’t always have to agree with

what the other person says or feels, but good listeners and strong
communicators acknowledge that those feelings were heard.
4. Nonverbally show engagement. A slight tilt of the head, a forward lean of

the body, head nods, small “uh-huh” utterances, maintaining eye contact ... all
these things encourage engagement in a conversation and are indicators of
listening.
Furthermore, there is a model named HURIER, developed by Judi Brownell
of Cornell University which summarizes active listening skills.
The Acronym HURIER stands for:

H – Hearing
U – Understanding
R – Remembering
I – Interpreting
E – Evaluating
R – Responding
Indeed, formal communication can be subtle and tiring so one has to do these
cited activities to ensure active listening.
The HURIER model can be a useful way to describe and

remember the key components of effective or active
listening.
It is important to understand, however, that the processes

involved do not happen in a linear way. An effective listener
needs to be able to simultaneously hear, understand, interpret
and evaluate the message to be able to formulate a clear
understanding and an appropriate response.

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Q.4 Formal communication can be difficult and tiring.

Discuss strategies of effective and active

Strategies of effective and active listening.

 Active listening is when someone fully concentrates what is being said

2. Prepare Yourself to Listen

3. Put the Speaker at Ease

Remember their needs and concerns. Nod or use other gestures or

7. Avoid Personal Prejudice

Everybody has a different way of speaking - some people are for

Focus on what is being said and try to ignore styles of delivery.

8. Listen to the Tone

9. Listen for Ideas – Not Just Words

10. Wait and Watch for Non-Verbal Communication

=> In addition to all aforementioned strategies, one has to do these things to

2. Stop thinking about your response. If you’re formulating your response in

3. Acknowledge feelings. When listening, you don’t always have to agree with

4. Nonverbally show engagement. A slight tilt of the head, a forward lean of

The Acronym HURIER stands for:

The HURIER model can be a useful way to describe and

It is important to understand, however, that the processes

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