2. Chapter 3: Nonverbal Communication
Roles of Nonverbal Communication
• Reinforcing the verbal message
• Contradicting the verbal message
• Substituting for the verbal message
• Regulating the verbal message
3. Listening: An important Interpersonal Skill
Listening
Listening is the ability to accurately receive and interpret messages in
the communication process.
• Listening is key to all effective communication. Without the ability to
listen effectively, messages are easily misunderstood. As a result,
communication breaks down and the sender of the message can
easily become frustrated or irritated.
• If there is one communication skill you should aim to master, then
listening is it.
8. The Importanceof Listening
❑ Communication is not complete without effective listening
❑An attentive listener stimulates better speaking by the speaker
❑Without the ability to listen effectively, messages are easily
misunderstood.
9. The Listening Process
Listening is the process of hearing and focusing attention to understand
and remember an oral message. Four steps are required in the listening
process
1. Hearing
2. Focusing Attention
3. Understanding
4. Remembering
11. Casual Listening
❖ Typically occurs in an informal situations, such as when we were
with our friends.
❖Includes listening for
- Pleasure
- Amusement
- Recreation
- Relaxation
❖ Allows listener to relax and enjoy the conversation
❖Casual listener expends little energy or effort
12. Active Listening
Paying attention to what speaker is
saying.
Signs of behavior: Nodding, eye
contact, asking questions wherever
required.
13.
14.
15. Reasons for Listening
❑ To relax
❑To obtain information
❑ To express interest
❑ To discover attitudes
16. Benefits of Listening
▪ Ensures the quality of your relationships with others.
▪ To understand feelings, attitudes, beliefs of others
▪ Good listening helps businesses their most important resources- their
employees.
▪ Listening affects the quality of decisions.
17. Barriers to Effective Listening
▪ Attitudes about the speaker
▪ Attitudes about the topic
▪ Environmental Distractions
▪ Personal Barriers
19. Overcome Poor Listening Habits
▪ Find common interests
▪ Judge content, not delivery
▪ Delay judgment until the speaker is finished
▪ Listen for the main idea of the message
▪ Take notes on only the important points
▪ Concentrate on listening, stay alert
▪ Avoid physical and environmental distractions
▪ Listen with an open mind, do not let prejudices or assumptions cause
you to miss the message
▪ Talk less, listen more
20. Listening in specific Situations
❑ Listening in a small group
❑ Listening in a conference setting
