Importance Of Active Listening In The Workplace

Interpersonal Skills and The workplace.

Listening is how we interpret both the verbal and non-verbal messages sent by others. Active listening shows customers and employees that there is genuine concern for them and this can provide an opportunity for resolution of a problem and ease a negative situation. Here's an example of actively listening. A customer comes up to you and you can clearly see that he is upset, he mentions to you that he has been to two other stores looking for a particular product and goes into detail. (At this point you may want to nod your head to signify that you are following him). He called your store to confirm this product was in stock. He explained to the person over the phone that he was driving 30 minutes out his

way to come pick it up (At this point you may want to say something like, "I see"). The person he spoke with confirmed that the product was in stock. He arrives here and goes to look for the product and he says he doesn't see this product. The first step is to apologize to the customer. Next you should repeat to him the specifics, so you clearly understand what he is looking for to let him know that you were listening. Last, find a solution to his problem, apologize again for the misunderstanding and thank him for shopping at the store. Instruction on how to develop your listening skills: http://www.skillsyouneed.com/ips/listening-skills.htm

Assertiveness is communicating our values, ideas, beliefs, opinions, needs, and, wants freely in calm and positive way. Assertive people encourage clear communication, honesty, and drives results by controlling their environment in a positive manner. One way assertiveness can be effective is during a meeting when you need clarification on what is being discussed. If you're afraid to speak up because everyone in the room will be focused on you, start arriving to meetings early and begin chit chatting with other people of the team so you can become more comfortable speaking up when you need to gain additional insight. If you're taking notes and the speaker is talking way too fast for you to keep up, speak up and ask them to slow down so you can take proper notes. Instruction on how to develop your assertive skills: http://www.skillsyouneed.com/ps/assertiveness.html

Negotiation is working with others to find a mutually agreeable outcome.

Negotiating one's salary is a good example. Before you head into your boss's office you want to have all your ducks in a row and to remember that you may not get exactly what you're asking for. Research your position's salary against those in your area. Have a specific percentage increase in mind, but be reasonable and ask him/her for the salary increase. Explain why you deserve this increase with a list ready to show what you have accomplished and the contributions you've made to the company. Also, go over your job responsibilities and the responsibilities that are not specifically in your duties that you go above and beyond to handle. He/She may have push back on the amount you are asking for, but if he or she agrees that you have made your case and the company is not in any financial bind, you'll get the entire increase. Instruction on how to develop your negotiation skills:

http://www.skillsyouneed.com/ips/negotiation.html

Feedback is that which is clearly heard, understood and accepted. Providing effective feedback to help improve one's performance is gravely understood amongst leaders. But, balancing positive and constructive feedback routinely is essential. Be genuine, be specific about behaviors that were observed, both good and bad and give feedback sooner rather than later. For instance, you just observed Rebecca goofing off in front of a few customers she is supposed to be assisting with a transaction. At the end of the transaction ask Rebecca if you can share something with her. Step into an office or quiet area and specifically state what you observed. Provide positive suggestions on handling the situation differently. Ask if she has any suggestions on how she could have handled the situation differently and end with a positive note. Providing feedback right away fosters a positive environment and remedies any weak performances. Instruction on how to develop your feedback skills: http://www.skillsyouneed.com/ips/feedback.html

Persuasion is being able to influence others to achieve your goals and objectives.

Regardless of size, industry, or geography, the foundation of a successful company is persuasive and effective business communications. Communication goals require trust and positive relationships which are achieved through the ability to be persuasive. An example of being persuasive in business would be in working in sales. A customer walks into your store and starts to look at one of the newer products that just hit the market. What you want to do is build rapport with the customer. Then start pointing out of the qualities of the product and why it would be a good fit for them. They were a bit reluctant at first, but now they are intrigued by every point you've mentioned and want to give it try. You have just persuaded your customer to purchase this product. Instruction on how to develop your persuasion skills:

http://www.skillsyouneed.com/ips/persuasion-skills.html

Interviewing is a formal meeting in which one or more persons question, consult, or evaluate another person. The first impression of a company comes from the interviewer. The interviewer's job is to find the best applicant for the role they are trying to fill, but also convince them that your company is the best place for them to work. A good interviewer builds rapport, makes eye contact, smiles and helps the candidate feel relaxed. An example of an interview is a panel of three people sitting at one end of a long table taking turns asking relevant questions and the interviewee at the other end of the table answering the questions. Instruction on how to develop your interviewing skills: http://www.skillsyouneed.com/ips/interviewing-skills.html

Coaching is a process that aims to improve performance and focuses on the ‘here and now' rather than on the distant past or future. Here's an example. Joseph has attendance issues showing up for work late and he hasn't been acting his usual bubbly self. "Joseph I've noticed that you have arrived late for your last three shifts and you failed to give notice that you would be late. I've also noticed you have not been yourself. Is there anything keeping you from showing up to work on time? Is there anything that I can do on my end to assist you in anyway? Do you need to request to change your schedule? Once both of you have come to a solution that will help both him and the team as a whole, explain what is expected of him going forward. "Joseph you are expected to be on time for your scheduled shifts. If you are going to be late you are expected to call a manager to let them know in advance. You are also expected to improve your attendance. We will revisit your attendance again in 30 days. If you have no attendance issues at that time you will be removed from corrective action. However, if you have not shown any improvement in your attendance you will remain on corrective action which could lead up to termination of employment. Instruction on how to develop your coaching skills: http://www.skillsyouneed.com/learn/coaching.html#ixzz3o55F0uEW