Effective Listening

Running Time: 11 minutes

Listening effectively is one of the most important management skills. So why is it that the majority of us are not naturally good listeners? It may be because we are falling into one of the five common traps: giving a mixed message, going down the wrong path, misunderstanding, overload, discomfort with feelings. This 11 minute DVD describes these five common traps and the skills needed to avoid them. The skills are demonstrated in a number of real-life examples including communication between an employee and their boss, a customer service manager responding to an angry phone customer, a despatch manager talking with a customer, a union delegate interviewing some employees and a personnel manager counselling a staff member.