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The Roles of Speaker and Listener in Oral Communication

Communicating effectively can be CHALLENGING when dealing with a

DISTRESSED WORKER

Reflect on what you hear

Don't forget!!!!!

  • differs from clarification

  • involves showing the worker that you are aware of or understand what they are feeling

  • hold up a metaphorical mirror so the worker can see more clearly what they are saying and their reactions

Role of Listener

SUMMARIZE

Both parties summarize their conversation

No loose ends remains

Clarify what you hear

Many people listen to others, but only in the

narrowest sense

Good listening skills involve gaining a

clear understanding of what is being said as well as what is intended by the speaker.

Clear understanding of what have been discussed

  • regularly summarize what is being said

  • make sure you obtain the correct message

  • admit if you don't understand

Set a direction for constructive follow-up

Don't interrupt

  • keep quiet and listen to everything the worker has to say

  • it is natural that you have an effective answer and want to 'fix' things

  • if you have not heard all the person has said, your 'fix' may be for the wrong issue

Listen attentively

  • maintain good eye contact with the worker

  • acknowledge that you are hearing them

Don't cross examine

  • avoid firing questions at the worker when attempting to gather information

  • tact and diplomacy express respect and better means of learning what you need to know

ALL THE BEST!!!!

Accept silence

  • pause and leave a period of silence after speaking

  • allow you and the worker to digest on what has been said

DONT FORGET TO BE CONFIDENT AND BE PREPARED TO LISTEN AND TO SPEAK

Avoid monologues

THANK YOU!!!!

  • stick to the point

  • avoid lengthy or repetitive statement

  • pause and allow the worker to clarify and reflect on what they hear from you

COMMUNICATION

Dealing with a distressed worker

Phrase meaningful questions

  • do not ask questions with that can be answered with 'yes' or 'no'

  • ask open-ended questions

  • more helpful, accurate information that can help understand the worker's perspectives

Role of Speaker

When speaking to a worker, paying attention not just to your

words

but also to how the

overall conversation is proceeding may help you

convey your message more effectively

Speak attentively

  • maintaining eye contact

  • look for body signals that indicate the listener is engaged.

  • change your approach

  • remember to PAUSE!!

Based on Jim Harvey's speech structures

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