Chapter 02


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Mastering Listening and Nonverbal Communication Skills, and Communicating in Teams

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Chapter 02

  1. 1. BusinessCommunicationToday- Courtland L. Bovee- John V. Thill- Mukesh Chaturvedi
  2. 2. Group Members• Aamer Mostaque Ahmed Roll - 152• Tazul Islam Roll - 133• Sujan Chandra Das Roll – 144• Khaleed Mahmood Fuad Roll - 123
  3. 3. Mastering Listening and Nonverbal Communication Skills, and Communicating in Teams
  4. 4. Improving Listening Skills
  5. 5. Improving Listening Skills The art of listening depends on hearing and truly apprehending a message
  6. 6. Improving Listening Skills Listening- one of the most important skills in workplace “Effective Listening” equals-  Strong “Organizational Relationship”  “Enhanced Product Delivery”  Alerting the organization to “Innovation Opportunities”  Managing the diverse workforce and customer base effectively  Provides “Competitive Edge”
  7. 7. Improving Listening Skills Example:  Carol Kobuke Nelson became president and CEO of Seattle based Cascade Bank as she was a good listener  The way to win people over is to listen to their problems
  8. 8. Various Types of Listening• People listen in variety of ways• To be a good listener, one needs to adapt the way he/she listens to suit the situation• Major types of listening- 1. Content Listening 2. Critical Listening 3. Empathic Listening 4. Active Listening
  9. 9. Various Types of Listening Content Listening-  The primary goal is to understand and retain the speaker’s message  Emphasis on information and understanding- • By asking questions to clarify materials • Probing for details  Focusing on the information; ignoring the speaker’s limitation
  10. 10. Various Types of Listening• Content Listening (Continued)-• Example:  CEO Gen-Probe Pharmaceuticals relies on content listening to gather information from the scientists as he has a business background
  11. 11. Various Types of Listening Critical Listening-• The goal is to understand and evaluate the meaning of the speaker’s message on several levels-  Logic of the Argument  Strength of the Evidence  Validity of the Conclusion  Implication of the message delivered  Speaker’s intentions and motives  Omission of important or relevant points  Looking out for bias  Being careful to separate opinions from facts
  12. 12. Various Types of Listening Critical Listening (Continued)- Be critical; and ask questions to explore the speaker’s point of view and credibility
  13. 13. Various Types of Listening Empathic Listening-  The goal is to understand the speaker’s feelings, needs, and wants to appreciate the speaker’s point of view regardless of whether the listener share the perspective  The way to Empathic Listening-
  14. 14. Various Types of Listening Empathic Listening (Continued)- During empathic listening one must pay attention to feelings, needs and wants-not just the spoken words
  15. 15. Various Types of Listening Active Listening-• Making a conscious effort to turn of filters and biases to truly hear and understand what the other party is saying• Active listeners ask questions and encourage speakers
  16. 16. Various Types of Listening Active Listening (Continued)- Continuous flow of feedback is necessary
  17. 17. Understanding the Listening Process• “Effective Listening” involves five steps-
  18. 18. Understanding the Listening Process Receiving- • Involves physically hearing the message and acknowledging it • Physical Reception can be blocked by- Noise, impaired hearing, or inattention • Non-verbal message also a part of this stage Decoding- • Assigning meaning to sounds according to personal- Values, beliefs, ideas, expectations, roles, needs and personal history
  19. 19. Understanding the Listening Process Remembering- • Storing information for future processing • First being captured in short term memory; then transferred to long term memory Evaluating- • Evaluating message using critical thinking skills • Separating fact from opinion • Evaluating the quality of evidence
  20. 20. Understanding the Listening Process Responding- • Reaction to message- Verbal feedback as general initial response in one on one situation Applause, laughter or silence as general initial response while part of an audience
  21. 21. Overcoming Barriers to Effective Listening • Effective Listeners versus Ineffective ListenersEffective Listeners Ineffective ListenersListen actively Listen passivelyTake careful and complete notes Take no notes or ineffective notesDepending on culture, frequent eye contact Make little or no eye contactwith the speakerStay focused on the speaker and the content Allow their mind to wanderMentally paraphrasing key points to maintain Fail to paraphraseattention level and ensure comprehensionAdjust listening style to the situation Listen with the same style regardless of the situationGive the speakers nonverbal cues Fail to give speaker nonverbal feedbackSave questions until an appropriate time Interrupt whenever disagreeOverlook stylistic differences and focus on the Judgmental and influenced by stylistic
  22. 22. Overcoming Barriers to EffectiveListening Selective Listening-  Mind can process information much faster than most speakers  Listeners can process up to 500 words per minute, most speakers talk 120 words per minute  Lots of free time for brain resulted in inattention  Listeners stay tuned out until hearing an attention grabbing word or phrase  By that time, the listener remembers “what he or she thinks the speaker says” other than “what the speaker actually said”
  23. 23. Overcoming Barriers to EffectiveListening Overcoming Selective Listening-  Making of conscious effort to focus on the speaker  Using extra time to analyze the message or preparing questions to ask
  24. 24. Overcoming Barriers to EffectiveListening Defensive Listening-  Tuning out anything that contradicts the listeners’ view of themselves Lack of common ground- language or experience Making up of mind before fully hearing the message
  25. 25. Overcoming Barriers to EffectiveListening Overcoming Defensive Listening  Giving speaker the chance to confirm the message or correct any misinterpretation
  26. 26. Overcoming Barriers to EffectiveListening Memory Barriers-  When information is crucial, don’t count on memory and record it  If information needs memorizing- One can hold information in short term memory by repeating it silently Or organizing one long list of items into several short ones
  27. 27. Overcoming Barriers to EffectiveListening Overcoming Memory Barriers-  Four techniques to store information in long term memory: 1. Associating new information with something closely related 2. Categorizing new information into logical groups 3. Visualizing words and ideas as pictures 4. Creating mnemonics such as acronyms and rhymes
  28. 28. Nonverbal Communication Skill Nonverbal Communication- • The interpersonal process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language • Nonverbal cues helps to ascertain the truth of spoken information
  29. 29. Nonverbal Communication Skill Three important roles of nonverbal communication: 1. Complementing verbal language-  When nonverbal signal  Match words- strengthens message  Don’t match words- weakens message 1. Revealing the truth  Recognizing deception from nonverbal signs 1. Conveying information efficiently  Can convey both nuance and rich information in a single instant
  30. 30. Recognizing NonverbalCommunication• Nonverbal signals include the following-
  31. 31. Recognizing Nonverbal Communication• Nonverbal signals include the following-
  32. 32. Recognizing Nonverbal Communication• Nonverbal signals include the following-
  33. 33. Using Nonverbal CommunicationEffectively Paying attention to nonverbal cues-  What is the signal the speaker is sending? A person can not be read like a book Matching nonverbal cues to the tone of the situation The clothes one wear, the way one sit, the way one walk also reveal the level of seriousness Asking the speaker honest and respectful question always works
  34. 34. Using Nonverbal CommunicationEffectively Facial expression, gesture, posture, voice, appearance, appropriate touching-everything matters
  35. 35. Advantages of Team• Increased Information
  36. 36. Advantages of Team• Increased Information• Diversity of Views
  37. 37. Advantages of Team• Increased Information• Diversity of Views• Acceptance of a solution
  38. 38. Advantages of Team• Increased Information• Diversity of Views• Acceptance of a solution• Better Performance
  39. 39. Disadvantages of Team• Groupthink
  40. 40. Disadvantages of Team• Groupthink• Hidden Agenda
  41. 41. Disadvantages of Team• Groupthink• Hidden Agenda• Free Riders• cost
  42. 42. Characteristics of An Effective Team Clear objective Sense of purpose Open communication Shared decision making Creative thinking Conflict resolution
  43. 43. Factors of Group Dynamics Team Roles Development of a Team Resolving Conflict Overcoming Resistance
  44. 44. Assuming Team roles Self-Oriented Team Task Oriented MaintenanceControlling Initiating EncouragingWithdrawing Information Giving HarmonizingAttention Seeking Coordinating CompromisingDiverting Procedure setting
  45. 45. Team Evolution• Orientation
  46. 46. Team Evolution• Orientation• Conflict
  47. 47. Team Evolution• Orientation• Conflict• Brainstorming
  48. 48. Team Evolution• Orientation• Conflict• Brainstorming• Emergence
  49. 49. Team Evolution• Orientation• Conflict• Brainstorming• Emergence• Reinforcement
  50. 50. Sources of Team Conflict Scarce resources Task responsibilities Incompatible ideas Poor communication Attitudes and values Power struggles Conflicting goals
  51. 51. Types of Team Conflict Constructive DestructiveWin-Win Solution Win-Lose or Lose-Lose Outcome Exposes Issues Diverts EnergyBoosts Involvement Destroys morale Generates Ideas Divides The Team
  52. 52. Resolving Conflict Proaction Communication Openness Research Flexibility Fair play Alliance
  53. 53. Overcoming Resistance• Express Understanding• Uncover Resistance• Evaluate Objections• Withhold Arguments
  54. 54. Etiquette in Team settings Etiquette in Team settingsIn the work place In the social settings
  55. 55. Etiquette in Workplace In the work placeDressing Grooming Smiling Phone skills
  56. 56. Dressing:Wear well-tailored clothing that fits well.
  57. 57. Dressing: Keep buttons andhemlines in good repair.
  58. 58. Dressing: Keep shoes shinedand in good conditions.
  59. 59. Dressing: Make sure that thefabrics you wear are clean, are carefully pressed and don’t wrinkle easily.
  60. 60. Dressing:Choose colors that flatter yourheight, weight, skin, tone and style.
  61. 61. Grooming:Pay attention to the cleanliness.Shampoo frequently, keep hands and nails neatlymanicured, use mouth washes and deodorant andregularly trip to hair.
  62. 62. Grooming:• Avoid products with powerful scents, such as highly perfumed soaps, Colognes, Shampoos, After-shave lotions.( Allergic/ Nauseous)
  63. 63. Smile genuinelyComplimenting Introducing Smile genuinely in these 3 situations Applauding
  64. 64. Affected smile (above) Vs Genuine smile (below)
  65. 65. Phone Skills: • General Tips:Use frequent responses( ‘Oh yes’, ‘I see’, ‘That’s right’etc).Increase volume just slightly to convey your confidence.Vary pitch and inflections so that you are seemedinterested.Slow down when conversing with non-native speaker.
  66. 66. When placing calls then please remember-• Be ready before you call so that you don’t waste the other person’s time.• Avoid noise.• Identify yourself and your organization.• Be sure that you have called at just time.• Don’t take too much time.• Close friendly and in positive manner and double check all vital information.
  67. 67. When receiving call then please remember- Answer with smile so that you seem to be positive and friendly. Identify yourself and your organization. Establish the need by asking “How may I help you?” If you can, answer promptly and efficiently, if you can’t, tell them what you can do for them. If you need to forward a call, then verify that the person is available and introduce the caller first. If you take a message, be complete and accurate including caller’s name, number, organization etc.
  68. 68. Phone Manners
  69. 69. Etiquette in Social settings Etiquettes in Social SettingsGreetings Etiquette Introducing Etiquette Dining Etiquette
  70. 70. Greetings Etiquette Treat based on Culture.e.g. Japanese show a North American Show a firm respectful bow during hand-shake. greeting.
  71. 71. Greetings Etiquette• Men and Women should shake hands on equal terms.• Always stand when you are shaking somebody’s hand.
  72. 72. Introducing:Include your brief description of your role in organization.When introducing two other people, speak both of theirfirst and last name clearly and try to add someinformation about them.When you are introduced to someone, repeat theperson’s name as soon as possible.
  73. 73. Dining Etiquette• Choose foods that are easy to eat.• If drink is appropriate, save it for the end of the meal.• Leave business papers under your chair or beside properly.• Don’t stir up emotions with politics, religions, deep personal questions or any other topics such as jokes that may bother some people.
  74. 74. Don’t do this in dining table
  75. 75. Collaborative Writing Guidelines:• Select collaborators.• Agree on project goal before you start.• Give your team time to bond before diving in.• Clarify individual responsibilities.• Establish clear processes.• Avoid writing as a group.• Make sure tools and techniques are ready and compatible across the team.• Check to see how things are going along the way.
  76. 76. • Common Features • Add new materials • Edit existing materials• Blogs are more suitable for personal use or for a small group• CMS is used for data storage and retrieval• Wiki is the best option for collaborative writing
  77. 77. A We will meet on Sunday.B C We willmeet on Sunday. meet on Friday. We willCONFLICT We will meet on Monday.D E
  78. 78. 100,000 people from 160 countries - Employees - Family members - Customers
  79. 79. Thank You !