Chapter 8 PowerPoint Slides

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Chapter 8 PowerPoint Slides

  1. 1. Listening And Nonverbal Communication Copyright © 2001 South-Western College Publishing Co. Objectives O U T L I N E Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills 8 C H A P T E R
  2. 2. 1. Identify the importance of well-developed listening skills for success in business. 2. List six indicators of poor listening. 3. Improve listening skills by using a seven-step process. 4. Describe the four major purposes of nonverbal communication. 5. Identify seven guiding principles of nonverbal communication. 6. Describe the components of nonverbal communication. Learning Objectives
  3. 3. UNDERSTANDING LISTENING BEHAVIOR Identify the importance of well-developed listening skills for success in business Understanding Listening Behavior Understanding and Improving Nonverbal Behavior The Importance of Listening in Business Settings <ul><li>Studies conducted between 1970 and 1990 reveal that listening is: 4 </li></ul><ul><ul><li>most significant for entry-level positions </li></ul></ul><ul><ul><li>most important for promotion to upper management </li></ul></ul><ul><ul><li>most observed in successful CEOs and upper managers </li></ul></ul>Improving Listening Skills
  4. 4. <ul><ul><li>most significant for entry-level positions </li></ul></ul><ul><ul><li>most important for promotion to upper management </li></ul></ul><ul><ul><li>most observed in successful CEOs and upper managers </li></ul></ul><ul><ul><li>most critical in distinguishing effective from ineffective subordinates </li></ul></ul><ul><ul><li>most critical for managerial competency </li></ul></ul><ul><ul><li>most needed for improvement in communication </li></ul></ul><ul><ul><li>most important for career competence </li></ul></ul><ul><ul><li>most important for organizational success </li></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Identify the importance of well-developed listening skills for success in business
  5. 5. Understand your listening self-concept. What Is Your Listening Self-Concept? How we think about ourselves as listeners becomes a self-fulfilling prophecy. Barriers to Effective Listening <ul><li>Indicators of Poor Listening </li></ul><ul><ul><li>Receiving an above normal amount of written communication. </li></ul></ul><ul><ul><li>Feeling left out of important projects. </li></ul></ul><ul><ul><li>Missing Important meetings. </li></ul></ul><ul><ul><li>Reacting to problems rather than preventing problems. </li></ul></ul><ul><ul><li>Being perceived as slow or inept. </li></ul></ul><ul><ul><li>Being manipulated easily by others. </li></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills List six indicators of poor listening.
  6. 6. The Silent Enemy of Effective Listening Most people would rather speak than listen. One must possess the desire to listen Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills List six indicators of poor listening.
  7. 7. <ul><li>You listen at different levels: </li></ul><ul><ul><ul><li>Signal processing : processing and organizing the words of a message </li></ul></ul></ul><ul><ul><ul><li>Literal processing : decoding the most basic meaning of a message </li></ul></ul></ul><ul><ul><ul><li>Reflective processing : listening for deeper meanings </li></ul></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills IMPROVING LISTENING SKILLS Understanding and Committing to the Listening Process Improve listening skills by using a seven-step process.
  8. 8. Figure 8.2 Strategic Listening Process Receiving Skills 1 Understanding and Committing to the Listening Process 2 Listening between the Words 3 Improving Memory 4 Providing Supportive Feedback 5 Using Excessive Thinking Time Productively 6 Adopting Mental Guidelines for Listening
  9. 9. SP Signal Processing LP Literal Processing RP Reflective Processing Meaning Simple Implication Segments Structures Critical Analysis Appreciation Auditory Input Figure 8.3 Model of Listening
  10. 10. Listening Between the Words <ul><li>You must listen for deeper meanings. </li></ul><ul><li>Listen for the paralanguage elements of speech. </li></ul><ul><li>How something is said rather than what is said. </li></ul><ul><li>Aspects of verbal communication unrelated to the words used. </li></ul><ul><li>Paralanguage types: </li></ul><ul><ul><li>Voice set : the personal characteristics of the speaker </li></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Improve listening skills by using a seven-step process.
  11. 11. <ul><ul><li>Vocal qualities : characteristics of speech such as pitch, tempo, volume, rhythm, and articulation </li></ul></ul><ul><ul><li>Vocal characteristics : vocal sounds such as laughing, crying, snickering, whimpering, moaning, or yawning. </li></ul></ul><ul><ul><ul><li>These characteristics can express a state of mind, mood, and even emotional state of individuals </li></ul></ul></ul><ul><ul><li>Vocal segregates : vocal sounds that can substitute for words, as in “mm-hush,” “huh-uh,” “sshh,” and “uummm.” </li></ul></ul><ul><ul><li>Vocal fillers : vocalizations in which the speaker inadvertently uses “um,” “ah,” or “uh.” </li></ul></ul><ul><ul><ul><li>Can result from stress or emotional strain </li></ul></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Improve listening skills by using a seven-step process.
  12. 12. <ul><li>Paralanguage and the Implications for Business Settings </li></ul><ul><ul><li>Vocal cues can be . . . </li></ul></ul><ul><ul><ul><li>inadvertently communicate thoughts and feelings </li></ul></ul></ul><ul><ul><ul><li>useful in accomplishing business goals </li></ul></ul></ul><ul><ul><ul><li>used to communicate feelings toward others </li></ul></ul></ul><ul><ul><ul><li>confused with culture and diversity issues </li></ul></ul></ul>Improving Memory <ul><li>Improving memory increases listening comprehension </li></ul><ul><li>Ineffective listeners may hear, attend to, comprehend and then fail to remember oral communication </li></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Improve listening skills by using a seven-step process.
  13. 13. Providing Supportive Feedback <ul><li>Good listeners . . . </li></ul><ul><ul><li>demonstrate an interest in what the speaker says </li></ul></ul><ul><ul><li>maintain appropriate eye contact </li></ul></ul><ul><ul><li>smile and show animation </li></ul></ul><ul><ul><li>nod occasionally in agreement </li></ul></ul><ul><ul><li>lean toward the speaker to demonstrate interest </li></ul></ul><ul><ul><li>use verbal cues such as “I see” and “yes.” </li></ul></ul><ul><ul><li>phrase interpretations to verify understanding </li></ul></ul><ul><ul><li>consciously time their verbal and nonverbal feedback to assist the speaker </li></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Improve listening skills by using a seven-step process.
  14. 14. Using Excess Thinking Time Productively Good listeners use excess thinking time to concentrate on the message Adapting Mental Guidelines for Effective Listening <ul><li>Believe that effective listening is crucial </li></ul><ul><li>Learn to tolerate and even enjoy silence </li></ul><ul><li>Relate new information to old information </li></ul><ul><li>Adjust to problems of poor listeners </li></ul><ul><li>Organize your listening </li></ul><ul><li>Ask questions in your mind </li></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Improve listening skills by using a seven-step process.
  15. 15. Major Purposes of Nonverbal Communication <ul><li>Nonverbal behavior serves four purposes: </li></ul><ul><li>to express emotions </li></ul><ul><li>to convey interpersonal attitudes </li></ul><ul><li>to present one’s personality to others </li></ul><ul><li>to accompany verbal communication - to reinforce what was said </li></ul>Understanding and Improving Nonverbal Behavior Describe the four major purposes of nonverbal communication. Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills
  16. 16. Principles of Nonverbal Communication <ul><li>Nonverbal Communication Occurs in a Context : folded arms and laid-back posture </li></ul><ul><li>Nonverbal Behaviors Are Usually Packaged : a clustering of posture, eye contact, leg movement, facial expression </li></ul><ul><li>Nonverbal Behavior Always Communicates: even when not speaking </li></ul><ul><li>Nonverbal Behavior Is Governed by Rules : smiling conveys happiness </li></ul><ul><li>Nonverbal Behavior is Highly Believable : eyes darting away </li></ul>Identify the seven guiding principles of nonverbal communication. Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills
  17. 17. <ul><li>Nonverbal Behavior is Metacommunicational : communication about communication </li></ul><ul><li>Nonverbal Behavior Helps Clarify Verbal Communication : with nonverbal communication the signal is neither as clear nor as precise </li></ul>Components of Nonverbal Communication <ul><li>Facial expression : one of the most expressive and reliable channels </li></ul><ul><ul><li>Allow you to determine the real motivations and intentions of others </li></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Describe the components of nonverbal communication.
  18. 18. <ul><li>Eye and Visual Behavior : the movement and focus of the eyes reveal a great deal of information </li></ul><ul><ul><li>Cultural differences </li></ul></ul><ul><ul><li>Persuasion </li></ul></ul><ul><ul><li>Avoidance of Communication </li></ul></ul><ul><li>Gesture and Body Movement : problems occur whenever a person’s gestures conflict with the verbal message </li></ul><ul><ul><li>Posture </li></ul></ul><ul><li>Time and Space : culturally determined </li></ul><ul><ul><li>personal space, environmental space </li></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Describe the components of nonverbal communication.
  19. 19. <ul><li>Dress : general appearance signals others </li></ul><ul><li>Physical characteristics : body type, height, weight, hair, and skin color or tone </li></ul><ul><ul><li>Studies have shown that people readily attribute greater intelligence, wit, charm and sociability to those people whom they judge to be very attractive </li></ul></ul><ul><ul><li>Additional sense related issues: </li></ul></ul><ul><ul><ul><li>Artifacts: human made objects </li></ul></ul></ul><ul><ul><ul><li>Haptic: all human touch </li></ul></ul></ul><ul><ul><ul><li>Olfactics: sense of smell </li></ul></ul></ul><ul><ul><ul><li>Gustics: ability to taste </li></ul></ul></ul><ul><ul><ul><li>Acoustics: sound </li></ul></ul></ul><ul><ul><ul><li>Silence: the absence of sound to communicate </li></ul></ul></ul>Understanding Listening Behavior Understanding and Improving Nonverbal Behavior Improving Listening Skills Describe the components of nonverbal communication.
  20. 20. The End Copyright © 2000 South-Western College Publishing Co.

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