LISTENING

A. Complete this talk by a communication expert with the verbs from the box.

listen digress interrupt explain engage clarify confuse ramble

“Good communicators really listen to people and take in what is said. They maintain eye contact and have a relaxed body language, but they seldom __________^l and stop people talking. If they don't understand and want to ___________² something they wait for a suitable opportunity.

When speaking, effective communicators are good at giving information. They do not _______³

their listener. They make their points clearly. They will avoid technical terms, abbreviations or jargon. If they do need to use unfamiliar terminology they ____________⁴ by giving an easy to understand example. Furthermore, although they may ____________⁵ and leave the main point to give additional information and details where appropriate, they will not ____________⁶ and lose sight of their main message. Really effective communicators who have the ability to ___________⁷

with colleagues, employees, customers and suppliers are a valuable asset for any business.”

² 1.1 Listen to the talk and check your answers.

B. Improving communications

² 1.2 Listen to the first part of an interview with Anuj Khanna, Marketing Manager of Netsize, a marketing agency for mobile media, and answer the questions.

1. According to Anuj Khanna:

a) why have communications improved in recent years?

b) how can they improve in the future?

2. What example does he give of banks improving communications with customers?

² l.3 Listen to the second part of the interview.

1. What are the consequences of the following communication breakdowns?

a) problems in air traffic control systems

b) delays in fixing communication systems

c) faults in cash machines

2. Which of the following developments in communication does Anuj Khanna expect to see in the future?

a) more privacy for customers

b) more freedom for companies to communicate with customers

c) more control by customers over the messages they receive

d) more communication between machines

C. How do you think business communication will change in the future?

Date: 2014-12-29; view: 4292