Percepcija i vještina slušanja u poslovnoj komunikaciji

Vještina slušanja definira se kao proces primanja, razumijevanja i reagiranja na određenu poruku koju govornik šalje. Slušanje je aktivan, a ne pasivan proces. U aktivnom slušanju pokazuje se istinski interes za slušanje i razumijevanje govornika, dok u pasivnom slušanju dolazi do nesigurnosti u razumijevanju ili podrazumijevanju onoga što govornik želi reći. Slušanje nije isto što i čuti, što će biti i prikazano u ovome radu. Predmet istraživanja ovoga rada je upravo vještina i percepcija slušanja u poslovnoj komunikaciji. Cilj rada bio je ispitati percepciju važnosti vještine slušanja u poslovnoj komunikaciji, osobna uvjerenja o vještini slušanja te ispitati samoprocjene razine usvojenosti vještine slušanja sudionika istraživanja u odnosu na procjene usvojenosti slušanja kolega i nadređenih u poslovnoj komunikaciji. Provedeno istraživanje pokazalo je da sudionici smatraju vještinu slušanja važnom u poslovnoj komunikaciji. Također je potvrđeno da sudionici u određenoj mjeri vjeruju u mitove i predrasude o vještini slušanja, kao i da procjenjuju vlastitu usvojenost vještine slušanja mnogo višom u odnosu na procjene usvojenosti te vještine kod kolega i nadređenih. Sudionici su svjesni važnosti vještine slušanja u poslovnoj komunikaciji, ali također smatraju da se na njoj još treba raditi. Navedeno upućuje na važnost zastupljenosti ove vještine u edukacijama unutar organizacija te potrebu za daljnjim istraživanjima u ovome području.Listening skills are defined as the process of receiving, understanding and responding to a specific message that a speaker sends. Listening is an active rather than a passive process. In active listening, there is a real interest in hearing and understanding the speaker, while in passive listening there is uncertainty in understanding or understanding what the speaker wants to say. Listening is one of the most important forms of communication that is often not given enough attention. Listening is not the same as hearing, what will be shown in this paper. The subject of this research is the skill and perception of listening in business communication. The aim of the paper was to examine the perception of the importance of listening skills in business communication, personal beliefs about listening skills and to examine self-assessment of the level of admission of the listening skills of the research participants relative to the assessment of the adoption of colleagues and supervisors in business communication. The conducted research has shown that participants consider the listening skills important in business communication. It has also been confirmed that participants to a certain extent believe in myths and obedience to listening skills and evaluate their own adoption of listening skills much higher than the assessment of adoption and skills with colleagues and superiors. Participants are aware of the importance of listening skills in business communications but also feel that they need to work on it. All of this above refers to the importance of representing this skill in the education within the organization and the need for further research in this area