Active and Passive Listening At Workplace - Term Paper Example

STRATEGIES AND TECHNIQUE TO FLAWLESS CUSTOMER SERVICEAbstractPassive and active listening in workplace are vital components that are extremely vital towards the success of any business. Research has confirmed that passive and active listening really build solid foundation of customer service. As a manager of the convenience store, it is highly essential that my employees and I are engaged in passive and active listening. Since so much work related tasks require intricate attention to detail which involves listening, it is essential that listening techniques are learned and adapted in the workplace.

Effective listening can only be achieved if both my employees and I consistently follow the necessary steps along with implementing in workplace. Without a doubt, this paper will outline key steps to achieving excellent listening skills in the workplace.Active and Passive listening in workplaceListening and communicating in the workplace is one of the most dynamic aspects of thriving in the modern world of commerce. Communication in essence is a critical aspect because it enables everyone to be productive and effective in the workplace.

Poor communication does sometimes lead to personal conflict, waste of funds, poor productivity and culture implemented in workplace. As a manager of a convenience store, it is highly crucial that there are no barriers towards clear communication. Maintaining a convenience store is no easy task. Hence, many aspects of active and passive listening will be addressed in this paper. In the workplace, listening is the process of hearing and interpreting a message. According to research, 80% of time is spent of communicating and listening is a critical part of the communication process.

Active listening is an organized form of listening and giving feedback that enhances overall understanding [1]. As a manager, active listening is almost utilized in all aspects of work from interviewing employees to collaborating in meetings. Active listening itself consists of many steps. First, active listening occurs when a listener processes a signal from the speaker. Next, the process of informational listening occurs, as the listener recognizes voice patterns as words[1]. Then, the listener must be engaged in critical listening as the listener is exploring the logic behind the perspective of the speaker.

As a manager, I am the speaker and thus my employees need to be engaged in active listening. For instance, if I am giving essential orders for my inventory, it is critical that my employees give full attention to my message [3]. Utilizing reflective questioning and paraphrasing can also further supplement the listening process. I can say something along the lines of “Make sure that you order 12 cases of Red Bull for the price of $5 per case.” Thus, I am clear and concise with my directions instead of letting my employees take uneducated guess [1].

Moreover, with my diverse background of employees, it is highly crucial that I don’t necessarily use slangs to convey my messages. Using simple vocabulary avoids confusion and distress among employees because it enables them to listen to the message in an effective manner.When it comes to passive listening, hearing is the most crucial component of the communication process. Hearing occurs when a message is conveyed, is received by the messenger and is interpreted by the listener[2]. Passive listening in retail is critical as it directly affects customer service.

In the retail business, everything is heavily dependent on customer service. Listening without customer focus is part of the passive listening since the employees are just listening to the message without absorbing the necessary details. Consequently, listening with focus can be beneficial for my employees since its part of the active listening process. This can tremendously boost customer service granted employees take notes, show interest in customer, pay attention to body language, and respond in a courteous manner [3].

Often times, the customers feel frustrated that their needs are not addressed as employees are engaged in passive listening. In essence, they are unconscious of the demands of the customer. Clearly, that is not productive as good passive listening is the foundation for productive customer-sales relationship in the retail business. Listening, both passive and active can be achieved through different means [2]. Using non-verbal skills such as giving positive body signals can facilitate and encourage the speaker.

In addition, asking questions can further supplement the process. Lastly, clarifying and analyzing can play a dramatic role in the act of the listening process. All these factors will attribute my convenient store to be more efficient due to various listening methods that were discussed in this paper [3].Works Cited[1]Grognet, Allen and Van Duzer Carol “Listening Skills in the Workplace” Center for Applied Linguistics. Center for Applied Linguistics. 2003. 18 March 2011[2] "Use Active Listening to Improve Workplace Communication.

" Job Search - Temporary, Contract and Full-Time Jobs on Net-Temps. N.p., n.d. Web. 19 Apr. 2011. .[3] Brounstein, Marty. Thriving in the workplace all-in-one for dummies . Indianapolis, IN: Wiley, 2010. Print.