How to listen effectively

Listening is an emotional activity, an ability, and an art. Different methods and quality will produce huge differences in results. Therefore, when listening, you should give full respect, emotional attention and positive response to the target of expression, and strive to achieve the best communication effect. one. Definition of listening Listening is an emotional activity, it is not just the ears that can hear the corresponding sounds. Listening also requires responding to the other party through facial expressions, body language, and using language to convey to the other party a feeling that you want to hear him speak. Therefore, we say that listening is an emotional activity, and customers should be given sufficient opportunities when listening. Respect, emotional attention and positive responses. The word "listening" in the case study in traditional Chinese is "婷" in the word "ting", indicating that listening means listening with ears; there is also a word "心" below the word "listening", indicating that when listening, one should use " "Heart" to listen; the word "listen" also has the word "eyes", which means that you should look into other people's eyes when listening; there is also the word "王" next to "ear", which means to speak. Treat that person like an emperor. It can be seen from the traditional structure of the word "ting" that when listening, you should not only use your "ears", but also your "heart" and "eyes". More importantly, you should treat the person opposite you as an emperor and fully listen to him. Respect him. two. Contents of listening (1) Listening to facts and emotions Listening should not only hear clearly what others are saying, but also give others a good feeling. So what are the service representatives listening to when listening? For service representatives, there are two things to listen to: 1. Listen to the facts. Listening to the facts means that you need to be able to hear clearly what the other party is saying. To do this, service representatives must have good hearing. 2. Listening to emotions is more important than listening to facts. When service representatives hear the facts clearly, they should also consider how the customer feels and whether they need to respond. Case A said to B: "I took a fancy to a house yesterday and decided to buy it." B said: "Oh, really? Where is it? Congratulations." A took a fancy to the house and wanted to buy it. This is a fact. B asked where the house is. This is attention to the fact. "Congratulations" is an emotional attention to A. A tells B the truth because he longs for B to share his joy and happiness with him, and as B, this emotion should be affirmed. For service representatives, it is to use listening skills to give customers appropriate and timely responses through your facial expressions and body language. For example, the customer service staff says to the customer: "Now you are an expert in this field, you are really expert." This is an emotional concern for the customer. Before this attention is given, service reps should be able to distinguish between the emotional and factual parts of a customer conversation. three. Tips for improving your listening skills (1) Never interrupt the other person’s conversation. It can be said that no one in this world should say that I like or am used to interrupting other people’s conversations. Many times, some people’s listening ability is very poor. What's bad is that they didn't interrupt unintentionally, but consciously interrupted the other person's conversation. Unintentional interruptions are acceptable, but conscious interruptions are never allowed. Unconsciously interrupting a customer's conversation is understandable, but should be avoided as much as possible; consciously interrupting someone else's conversation is very rude to the customer. When you consciously interrupt someone, you will find that you are starting a war, and your opponent will respond to you in the same way. In the end, the conversation between the two of you may turn into a quarrel. Therefore conscious interruptions are absolutely not allowed. (2) Clearly hear the key points of the other party's conversation. When you talk to the other party, you will be very happy if the other party correctly understands the meaning of your conversation. At least he knows that you successfully completed the "listening to the facts" aspect we mentioned above. Being able to clearly hear the key points of the other party's conversation is also an ability. Because not everyone can express their thoughts clearly, especially when they are dissatisfied and affected by emotions, situations similar to "incoherent" often occur. Moreover, in addition to eliminating external interference and listening intently, you must also eliminate interference from the other person's way of speaking. Don't just focus on the speaker's tongue bite, stuttering, local accent, grammatical errors, or "um" or "um". "Ah" and other idiomatic expressions. (3) Express your opinions in a timely manner. Conversation must be back-and-forth, so you should express your opinions in a timely manner without interrupting the other party's conversation. This is the correct way of talking. Doing this can also let the other party feel that you are always listening attentively and understand them clearly.

Another effect is that it prevents you from wandering off or feeling tired. (4) Affirm the value of the other party's conversation. When talking, even if it is a small value, if it can be affirmed, the speaker will be very happy in his heart, and at the same time he will have a good impression of the person who affirms him. Therefore, during the conversation, you must carefully find the value of the other person and give positive affirmation and praise. This is a great trick to gain the other person's favor. For example, if the other party says: "We are really busy right now," you can reply: "It must be very hard for you to sit in such a leadership position." (5) Match your expressions and appropriate body language When you talk to others, be polite to them Whether you care about the activity or not is directly reflected on your face, so you are nothing more than a mirror to him. It is difficult to create momentum just by speaking with your mouth, so you must use appropriate expressions and use your mouth, hands, eyes, heart and other organs to speak. But remember not to show off excessively, such as excessive facial expressions, dancing, slapping thighs, slapping the table, etc. (6) Avoid false reactions. Before the other party has finished expressing his opinions and views, do not make reactions such as "Okay! I get it", "I understand", "I understand", etc. Such empty answers will only prevent you from listening carefully to what the customer has to say or prevent the customer from further explanation. From the other person's perspective, this reaction is tantamount to saying, "Okay, stop being wordy." If you interrupt him right before he gets to the point, the irritated customer may yell back, "What do you know?" That's not pleasant. Four. Listening is the art of communication. There is an old philosophical question: "If a tree falls in the forest, no one will hear it, so can it be said that it makes a sound?" Regarding communication, we can also ask similar questions: If no one listens when you speak, can you be said to have communicated? In organizational communication, speech is the most direct, important and common way, and effective speech communication depends largely on listening. As a group, the listening ability of members is a necessary condition for maintaining effective communication and strong vitality of the team; as an individual, listening is a basic requirement if you want to succeed in the team. In a survey of the 500 largest companies in the United States, more than 50% of those who responded provided hearing training to their employees. Research shows that students who are good listeners are more successful than those who are not. At work, listening has been regarded as one of the important and necessary skills for obtaining initial positions, management capabilities, job success, career success, and excellent work. (1) In the process of listening, if people cannot concentrate their attention, truly receive information, and actively understand, listening obstacles will occur. In interpersonal communication, it causes information distortion. The obstacles that affect listening efficiency are nothing more than the following three points: 1. Environmental interference The environment has an important impact on people's hearing and psychological activities. The sound, smell, light, color, and layout in the environment will all affect people's attention and perception. An environment with cluttered layout and noisy sound will lead to defects in information reception. 2. Low information quality: When both parties try to persuade and influence the other party, they may not always send effective information. Sometimes there will be some excessive rhetoric, excessive complaints, and even a confrontational attitude. In reality, we often encounter complaining customers, dissatisfied employees, and tense debaters. In this situation, the sender of the message is affected by his own emotions and has difficulty sending effective messages, thus affecting the efficiency of listening. Another reason for poor information is that the sender of the information is not good at expressing or lacks the desire to express. For example, when people face people who are superior or have a higher status than themselves, they are afraid that "if they say too much, they will make a mistake" and leave a bad impression, so they are unwilling to express their opinions or say as little as possible. 3. Listener's subjective obstacles In the process of communication, the biggest reason for low communication efficiency lies in the listener himself. Research shows that the distortion of information mainly occurs in the stages of understanding and dissemination. In the final analysis, it lies in the subjective obstacles of the listener. (1) Personal biases Even the most unbiased people are not immune to biases. At an international conference, members of the Israeli delegation expressed their views in a very vehement way. They complained that the Thai delegates did not show any interest or enthusiasm for the conference because they "just sat there" while the Thai delegates He believed that the Israeli professors were very angry because they "used such a loud voice." Therefore, when the backgrounds of team members are diverse, the biggest obstacle for listeners is their own bias against the information disseminator and their inability to obtain accurate information.

(2) Preconceptions are called the "primacy effect" in behavioral science. It refers to the first impression left by an object in the process of social perception, which has a significant impact on subsequent social perceptions. As we often say, the first impression often determines the future. In the process of listening, people are most impressed by the first point of view put forward by the other party. If the point of view first put forward by the other party is very different from the listener's point of view, the listener may feel conflicted and unwilling to continue listening carefully. (3) Self-centered People are used to focusing on themselves and always think that they are right. In the process of listening, people pay too much attention to their own opinions, like to listen to opinions that are consistent with their own, and often turn a deaf ear to different opinions. In this way, they often miss the opportunity to listen to other people's opinions. (2) It is not difficult to master the art of listening. As long as you overcome the obstacles in your mind and start from small sections, you will definitely succeed. Here are some tips for improving listening skills for checking and reference: 1. Create a favorable listening environment, try to choose a quiet and peaceful environment, so that the transmitter can be in a state of physical and mental relaxation. 2. It is impossible to speak and listen at the same time. Stop talking immediately and pay attention to what the other person is saying. 3. Try to shorten the speaking time to the minimum. When you speak, you cannot listen to other people's good words. Unfortunately, many people ignore this. 4. Act like you are interested. The best way to convince the other person that you are listening is to ask questions and ask for clarification on some of the points he is discussing. 5. Observe the other person. Look at the person's face, mouth, and eyes, especially the eyes, and focus on the sender's appearance. This helps you listen and, at the same time, completely convinces the transmitter that you are listening. 6. Focus on the central issue and don’t let your mind wander. 7. Have a peaceful mind and don’t involve other people or things. 8. Be aware of your own biases and listen only to the message rather than the person delivering the message. Be honest about and admit your own biases, and be able to tolerate the biases of others. 9. Restrain the thought of arguments. Note that you are only exchanging information, not a debate. Arguing is not good for communication and will only cause unnecessary conflicts. Learn to control yourself, suppress your urge to argue, and relax. 10. Be patient, let the other person tell the story completely, and don’t interrupt his conversation. Even if you just have some thoughts in your heart, it will cause a shadow in communication. 11. Don’t make assumptions. Assumptions will almost always lead you away from your true goals, so avoid making assumptions about the other person as much as possible. 12. It is not advisable to make premature conclusions or judgments. People tend to jump to conclusions immediately. When you have made a judgment about something in your mind, you will no longer listen to other people's opinions, and communication will be forced to stop. Reserve judgment on others until the matter is clear and the evidence is conclusive. 13. Take notes. Taking notes not only helps with listening, but also has the advantage of focusing on the topic and pleasing the other person. Wouldn’t you be flattered if someone paid attention to what you said and took notes? 14. Don’t be self-centered. During communication, you only need to focus on the other person to listen. However, many people are accustomed to focusing on themselves and not paying much attention to others, which can easily lead to confusion and contradictions in the listening process. 15. Encourage both parties to communicate to be listeners to each other. Use body language such as eyes, nods, or head shakes to encourage the messenger to deliver the message and ask others to listen to what you have to say. five. Listening skills: (1) Active listening The images of the world do not enter our brains automatically, but selectively. We are not looking, but looking for something. We don’t hear all the sounds in the world, we just listen. Active listening is a great way to respond, both to encourage the other person to continue speaking and to ensure that you understand what they are saying. To use this technique skillfully, you first need to know what is happening when someone talks to you. Interpersonal communication first originates from the individual's heart. The other party first has some feelings or thoughts that they want to tell you. In order to convey this message, he first has to convert it into verbal as well as non-verbal code so that you can understand it. As for what kind of code he chooses, what kind of language and actions, and the tone of his speech, it will be determined by his purpose, the environment he is in, the closeness of his relationship with you, as well as his age, educational background, social status, culture Determined by background and emotional status. This process of converting inner thoughts and feelings into information is called encoding. For example, let's say you're playing music to a friend. He liked it very much, but wished it could be softer.

You have no way of knowing what's going on in his head, so in order to let you know, he encodes his feelings and says to you over the music: "Turn down the volume!" Once sent, the message passes through a certain Channel transmission (usually the air or telephone lines between two parties). Other voices in this channel often distort the message. In this example, the sound of music played loudly will cause certain distortion, and the information received by your ears is likely to be very different from the information sent by the other party. As you decode and assign meaning to the verbal and non-verbal signals you receive, further distortions inevitably occur. Your toes, ears, eyes, hands, and other parts of your body receive nearly 40,000 impulses per second, and you can only focus on a tiny fraction of them. Which parts you notice are greatly influenced by your expectations, needs, beliefs, interests, attitudes, experiences, and knowledge. Satheré, Olson and Whitney write in Le's Talk: "It is said that we say only half of what we think, and what we hear What we can remember is only half, and what we can remember will be reduced by another half.” ④ We always tend to listen to what we want to hear and watch what we want to see. Like Fritz, the founder of the Gestalt therapy movement? Fritz Purls said: The images of this world do not enter our brains automatically, but selectively. We are not looking, but looking for something. We don’t hear all the sounds in the world, we just listen. Because of this, the information sent by the other party is often very different from the information you judge based on various signals. Your impression often does not match the other person's intentions. In the above example, if you understood the other person's message correctly, you would conclude that he would like the music to be turned down. But if you interpret it as: "You make me angry," you may respond inappropriately. Messages are often decoded incorrectly and neither party is aware of the misunderstanding that has occurred. This is why active listening is so important. Rather than overly trusting your intuition and acting on it, you should master the art of decoding and understanding the other person's true intentions. In this example, you might say, "I pissed you off, didn't I?" "No," the other person might reply, "I just wanted you to turn the music down." Active listening, It means telling the other person your understanding of his message. In this way, the sender of the message knows that you are listening carefully, and the impression you have generated will be further confirmed or clarified. Here are some examples of this: * Khloe: I could never transfer. Mary: You are a little discouraged. (Active listening) Khloe: Yes. Everywhere I went, they asked me to leave a resume, but there was no reply. Mary: Do you think you are being perfunctory? (Active listening) Khloe: That’s right. If there is no position, why not say so? *Husband: I don’t want you to play cards tonight. Wife: You don’t want me to go out to play alone! (active listening) Husband: No, I just don’t want to be home alone. * Sue Ellen: I want to go home. Bert: Don't have fun! (active listening) Sue Ellen: Yeah, maybe it would be better if the tour guide didn't push us every five minutes. Bert: You want him to give us more time. Sue Ellen: Yeah, I think I'd tell him now. *Donna: We never go out. Joe: You're bored and want to travel! (Active listening) Donna: Yeah. For many years we have said that we would go see the countryside after retirement, so let’s go now! (2) Active listening is especially useful in two situations: 1. When you are not sure what the other person means. 2. When the other party gives important or emotional information. The other party will hint to you that what they say is very important in some ways: 1) Directly pointing out that special attention is required ("The first thing to do is..." "You must understand...") 2) Repeating the same information several times. 3) Summarize at the beginning or end. 4) Pause or seek eye contact before speaking. 5) Add the modal particle "ah" before a sentence. 6) Speak louder or softer than usual. 7) Speak more slowly than usual. (3) When using the active listening method, focus on trying to figure out the feelings and content the other person wants to express based on what you think are easily misunderstood and what information you think is the most important.

To draw your own conclusions, you need to ask yourself: 1. "How is he feeling?" 2. "What message is she trying to convey?" As you tentatively respond to the other person, You usually start with the word "you" and end with "is it" to ask for a direct answer? This way, if your conclusion is correct, you will be confirmed; if your conclusion is wrong, the response will usually directly explain the misunderstanding. (4) The role of active listening 1. Active listening means that you accept. If you listen patiently, understand and accept the other party without criticizing it, the other party will definitely be confident in themselves, be more willing to interact with you, and be more interested in what you say. interested. If you find yourself in one of the following situations, which of the three responses do you think is most appropriate: (1) A child you know cut his finger and started crying. a. "It's not a big wound." b. "Stop crying! It doesn't hurt that much." c. "Does your finger really hurt?" (2) A close friend says to you: "My boss says I work too slowly and will fire me if I don't improve." a. "I think you're going to have to work hard." b. "You shouldn't be afraid of him, you can find another job." c. "It sounds like this job is very important to you. You don't want to lose it, right?" (3) The neighbor complained: "It seems I have no choice but to ask my mother to move in with me." a. "You should think of it this way: She raised you, and now it's your turn to repay her." b. "I think you must be very happy to be able to live with her again." c. "Are you worried that this will have an impact on your life?" The first two answers in each case tell the other person what to do, how to feel, or express affirmation or denial, sympathy or comfort to the other person. . Such an answer is difficult to satisfy the other party. On the contrary, this will make the other person feel that you are unwilling to get involved in his affairs, do not take his feelings seriously, or are doubtful about his ability to solve his own problems. The third answer is active listening, which produces very different results. If you are encouraged to express your feelings freely and fully, others will feel calm and relaxed when they are around you. Understanding the other person's problem but not overstepping your boundaries will make the other person feel that you trust their ability to solve the problem. In addition, if you listen patiently, understand and accept the other person without criticizing him or her, the other person will definitely feel confident in themselves, be more willing to interact with you, and be more interested in what you have to say. 2. Active listening to keep your conversation going Active listening can be very effective in encouraging others to talk to you. Your expressed interest often leads to more comments. An attitude of empathy and understanding rather than criticism will help them feel natural and express their thoughts more fully. Active listening also helps with the age-old problem of running out of things to say. If you often feel tired of talking, you are probably paying attention to two conversations at once: a conversation with others and a conversation with yourself. (The latter is mainly about worrying about your own performance when speaking. Interestingly, the more you worry about your own performance, the more likely you are to perform poorly.) Active listening encourages you to forget about the conversation with yourself and focus on what the other person is saying. So as to deeply understand the other person's feelings. Once you turn your attention completely to the person you are talking to, you will be surprised to find that it is not difficult to find words to say. And, because you're paying so much attention to the other person, there's a good chance they'll be willing to hear what you have to say, too. (5) Mistakes often made when actively listening: 1. Following what others say 2. Many beginners find that they only listen. Repeating what the other person said. See an example: Larry: I'm very happy. Ted: You're happy. Larry: Roller coasters are my favorite. Ted: Your favorite is roller coasters. Larry: I wish we didn't have to leave now. Ted: You wanted to stay a little longer. Such repetition is a superficial understanding of what the other person said. True active listening requires that your conclusion be the implicit meaning behind the other person's words. 3. Ignore or belittle the other person’s feelings: (1) Wife: Taking care of the children all day long feels like endless boring work. Husband: Kids really keep you busy. (2) Margaret: I am very disappointed. Janet: Are you feeling a little uncomfortable? Many people often ignore or belittle the feelings of others when actively listening, as if feelings that are not recognized by them will disappear on their own. Quite the opposite is true. Failure to recognize or fully appreciate the other person's inner feelings will only make those feelings stronger, and your own attitude of understanding will reinforce these feelings.

(6) Active "listening" to non-verbal information Listening is not limited to language. How to listen to non-verbal sounds? Nonverbal messages are often more difficult to interpret correctly than verbal messages because the same message (such as a smile or crossed arms) can convey several completely different meanings. Therefore, it is best to check whether your understanding is correct through the following three steps: 1. Tell the other party what you saw and heard to draw your own conclusions. 2. Tentatively tell the other party your understanding of their actions. 3. Ask the other person whether your conclusion is correct. For example: a. "I asked you if you wanted to come with me to my lace class, and you just said softly, 'That sounds like fun.' Then you changed the subject. I don't think you really want to go, do you?" b ． "You just said you like your career, but you frowned again. Is there something that makes you dissatisfied?" c. "You keep yawning. I think you want to go home?" If you don't make any conclusions, you can also make a statement about what you saw and ask for an explanation. For example: “Since I met you last month, you’ve only wanted to have lunch with me—never had dinner or a show together. I wonder why?” “I just mentioned going to Vermont to ski. You grinned. I want to know what you are thinking. "Alan had a friend named Angie in college, and one day she suddenly stopped responding to Alan's greetings. After nearly a week of this, Allen said to her: "Angie, I have been smiling at you and saying hello to you for the past five days, but you have not responded. Did I do something to make you angry?" Angie replied Said: "No, not at all, Allen. I have been so busy with my doctoral thesis recently that I haven't been able to care about anything else." 4. Gain favor from others by listening. To gain favor from others, you must learn to listen carefully. If you listen carefully, the other person will reveal their true feelings to you. The first step to mastering other people's inner world is to listen carefully. Letting the other person speak freely and listen carefully before stating your opinion to convince the other person is a shortcut to solving the problem. Disraeli, a British politician during the Victorian era, was talented in literature and wrote many novels, which were favored by women from all walks of life. There is a running joke about his charm: a few women got together to discuss the politicians of the day. One of them asked: "If Disraeli and his political rival Gladstone proposed to you at the same time, what would you choose?" Everyone present said without hesitation that they would choose Disraeli, but only one person Said to choose Gladstone. "Why?" she replied: "To marry Gladstone and make Disraeli my lover." Disraeli was well aware of his attraction to women and took full advantage of it in his political career. One advantage. The reason why he was able to become an outstanding politician and securely hold the position of prime minister was because of the strong help of the widows of the upper class and the full trust of Queen Victoria. And Dislay's secret to conquering women is: to gain the favor of others, you must learn to listen carefully. Dale Carnegie, the author of "Language Breakthrough", once said from another perspective: "When the other party has not yet finished speaking, nothing you say will help." This means that when the other party has not yet reached the state of speaking freely, no persuasion is possible. will react. What Carnegie said about listening skills is very convincing. six. The effect of listening comes from the psychological skill of "self-disclosure". Self-opening is to truthfully convey everything about yourself to the other party, which will cause the speaker to have the following two psychological reactions. (1) Insight - see clearly your own thoughts or problems. (2) Relief - Talking to others about one's troubles in order to gain psychological relief. No matter who you are, as long as you have an audience, you can understand yourself through talking and reduce a large part of your dissatisfaction and part of your distress. So even if the other person has hated you before, as long as you listen carefully, the other person will be grateful to you and think that you are "the person to whom I can confide most safely" and "the person who can listen carefully to my dissatisfaction or distress." The same is true when negotiating. Never interrupt the other person when he or she is speaking enthusiastically. Make a gesture of willingness to listen and let the other person speak freely. When listening, you can respond with words such as "Oh, that's right. So what do you think?" "Can you be more detailed?" so that the other party can tell you exactly what is on your mind, and then Then express your opinion or conditions.

At this time, the other party has re-recognized themselves through talking and gained relief. At the same time, they have developed a good impression of you and are in a psychological state to accept your suggestions, and the negotiation will go relatively smoothly. To convince the other party, you must first be a good listener. So if you want to be in a good position in negotiations, you must first be a good consultant. However, actually listening carefully is not easy. Not to mention listening, even making a listening gesture is difficult. There are more and more people who are quarrelsome, tit-for-tat, and blindly expressing themselves. The more so, the more obvious the psychological effect of listening is. seven. Improving Effective Listening Skills Effective listening is a skill that can be learned. Recognizing your own listening behavior will help you become an effective listener. Listening is often thought of as hearing, a dangerous misconception that leads to the misconception that effective listening is an innate instinct. As a result, managers make little effort to learn to develop listening skills and unknowingly neglect this important communication function. On average, people are only 35% effective as listeners. A lack of effective listening often results in missed opportunities, misunderstandings, conflicts and poor decision-making, or in crises when problems are not discovered in time. Effective listening is a skill that can be learned. Recognizing your own listening behavior will help you become an effective listener. According to the behavioral characteristics that affect listening efficiency, listening can be divided into three levels. The process of a person changing from level 1 to level 3 listener is the process of continuous improvement of his communication ability and communication efficiency. Effective listening has three levels. First, the listener did not pay attention to what the speaker said at all. He pretended to be listening but was actually thinking about other unrelated things, or thinking about refutation in his heart. He was less interested in listening than in speaking. This level of listening leads to broken relationships, conflict, and poor decision-making. The second is the understanding of the meaning of words. Listeners mainly listen to the words and content being spoken, but often miss the meaning conveyed by the speaker through tone of voice, body posture, gestures, facial expressions and eyes. This will lead to misunderstandings, wrong moves, wasted time, and ignoring negative emotions. In addition, because the listener indicates that he or she is listening by nodding in agreement without asking clarifying questions, the speaker may mistakenly believe that what was said was fully understood. A person at this level exhibits the characteristics of a good listener. This type of listener looks for interesting parts of the speaker's message, which they see as opportunities to acquire new and useful information. Effective listeners are aware of their own personal preferences and attitudes and are better able to avoid making judgmental judgments about the speaker or being influenced by aggressive remarks. Good listeners do not rush to judgment but empathize with the other person's emotions. They are able to put themselves in someone's shoes and ask instead of justifying a form. The third is that the listener mentally summarizes the information that has been conveyed, questions or weighs what he has heard, or consciously pays attention to non-verbal cues. Their overall purpose is to listen with understanding and respect. Their effective listening plays a major role in shaping positive experiences. Therefore, it is especially important for managers to learn high-level listening. When employees understand that they are talking to a listener rather than a manager waiting to make a judgment, they will give honest advice and share emotions. In this way, managers and employees can creatively solve problems instead of pushing the blame and blaming each other. About 80% of people can only listen at level one and level two, and only 20% of people can listen at level three. How to achieve high-level listening? As an effective listener, you continually create a positive, win-win process by showing interest in an organization member or what he or she has to say. This kind of listening, called emotional listening, encourages honesty, mutual respect, understanding and security among employees. It also encourages employees to build self-confidence, which in turn promotes their self-esteem. In addition to this, it also includes empathic listening. The principles are: 1. Concentrate. Through nonverbal behaviors such as eye contact, a certain relaxed posture, a certain friendly facial expression, and a pleasant tone of voice, you will