Page 15 - Learner Guide - BSBCMM201 - Communicate in the workplace.doc

Communicate in the workplace

a) Listening skills

Listening is the most difficult business communication skill to practice. Listening
indicates that a person not only hear but also understand the content. Proper
listening helps to decode all the non-verbal signals and screen the message without
any bias.

Effective listening is a winning tool which indicates the ability to put oneself in
someone else’s shoes. The organisation that listens efficiently is the one that is open
to ideas, feedback, innovations, good organisational relationships and willing to
correct its mistakes and move forward.

It is very difficult to satisfy customers if you don’t listen effectively. To offer good
customer service, one must know how to ask the correct questions and also must
listen actively to the answers. One must be attentive, respectful and proactive while
listening.

• Pay full attention.
• Show sincere interest.
• Listen to the tone of voice.
• Look at the body language to understand what customers think and feel.
• Always maintain eye contact.

The questions posed for customers are of three types – open questions, closed
questions and reflective questions.

 Open questions

Open questions are used in initial stages of communication. They are posed to the
customers to provide information and also encourage the customer to be open
about their needs, thoughts and feelings.

Open ended questions tend to be more objective and require more than one word
to answer. The answer can come in the form of a list, few sentences or something
lengthier such as paragraph or as a speech. Open questions are those that start with
what, when, why, where, which, who and how.

 Closed questions

Closed questions need a single word answer either ‘yes’ or ‘no’ and sometimes with
a short and specific information. Closed questions doesn’t help to promote the
conversation, hence they must be used carefully.

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