INTRODUCTION:A study conducted by The Star newspaper in 2010 shows that employers in Malaysia find that verbal and written communication skills is the top most important proficiency which is expected. More and more organisations are beginning to realise the importance of communicating well in English as customers are nowadays buying with their hearts. They like listening to well-spoken language and outstanding customer service and it is a fact that the business world today is all about “experience-economy”.
Listening…is truly a difficult thing to do. Many of us ‘hear’, but do we really listen? And what difference would active listening truly make in your working environment? Experts have researched that about two-thirds of everything learnt, is learnt through listening. Unfortunately, very few people are truly good listeners. An average human-being only remembers about 25% of what they hear, and some people remember as little as only 10%! In today’s competitive business world, the primary differentiation between one company and another is service. With never-ending demands stemming from every direction, most people choose to hear, rather than listen, and in some occasions, the message can be misunderstood, resulting in costly errors in monetary terms and in some instances, professional relationships too get jeopardised. Participants who attend this workshop will be coached to become better speakers and listeners, and will also be able to get other people to listen better to them. These skills, once mastered, is an effective tool which helps people avoid misunderstandings, increases the quality of customer service, develops concentration skills and creates solid professional and personal relationships. |