Uploaded byMr. Sudipta Sarkar
Listening and Nonverbal Communication
This document discusses listening and nonverbal communication. It covers the listening process and barriers to effective listening. Listening is important in the workplace when interacting with superiors, employees, and customers. Tips are provided for improving listening skills. Common misconceptions about listening are also addressed. Nonverbal communication conveys most meaning and includes body language, facial expressions, gestures, and other visual cues. Elements of nonverbal communication like body language convey more meaning than actual words. The document concludes with tips for improving nonverbal communication skills.
Listening and Nonverbal Communication
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- 2. CONTENTS A. Listening 3– 11 A.1. Listening Process & Barriers 4 – 5 A.2. Listening In Workplace 6 A.3. Improve Listening In The Workplace 7 A.4. Skilful Listening To Customer 8 A.5. 10 Misconceptions About Listening 9 – 10 A.6. Most Irritating Listening Habits 11 B. Nonverbal Communication 12 – 20 B.1. Nonverbal Communication & It’s Function 13 – 14 B.2. Forms Of Nonverbal Communication 15 B.3. 3 Elements Of Nonverbal Communication 16 B.4. Types Of Nonverbal Communication 17 B.5. Body Language & Some Indicators 18 – 19 B.6. Tips For Improving Nonverbal Communication Skills 20
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- 4. The Listening Process PERCEPTIONINTERPRETATION EVALUATION ACTION
- 5. Listening Process Barriers MentalBarriers •Inattention •Prejudgment •Frame of reference •Closed-mindedness •Pseudo listening Physical & Other Barriers Hearing impairment Noisy surroundings Speaker’s appearance Speaker’s mannerisms Lag time
- 6. Listening in theWorkplace Listening to superiors Listening to employees Listening to customers
- 7. Improving Listening in the Workplace Stop talking Control external and internal distractions Become actively involved (be receptive) Separate facts from opinions Identify important facts Ask clarifying questions Paraphrase to increase understanding Capitalize on lag time Take notes to ensure retention Be aware of gender differences
- 8. Skillful Listening toCustomers Defer judgment. Pay attention to content (not to appearance, form, or surface issues) – judge ideas, not appearances Listen completely Listen primarily for the main idea; avoid responding to sidetracking issues Do only one thing at a time; listening is a full-time job Control your emotions Be silent for a moment after the customer finishes Make affirming statements and invite additional comments
- 9. 10 Misconceptions About Listening 1.Listening is a matter of intelligence. Fact: Careful listening is a learned behavior. 2. Speaking is a more important part of the communication process than listening. Fact: Speaking and listening are equally important. 3. Listening is easy and requires little energy. Fact: Active listeners undergo the same physiological changes as a person jogging. 4. Listening is an automatic reflex. Fact: Listening is a conscious, selective process; hearing is an involuntary act. 5. Speakers can command listening. Fact: Speakers cannot make a person really listen.
- 10. 10 Misconceptions About Listening 6.Hearing ability determines listening ability. Fact: Listening happens mentally – between the ears. 7. Speakers are totally responsible for communication success. Fact: Communication is a two-way street. 8. Listening is only a matter of understanding a speaker’s words. Fact: Nonverbal signals also help listeners gain understanding. 9. Daily practice eliminates the need for listening training. Fact: Without effective listening training, most practice merely reinforces negative behaviors. 10. Competence in listening develops naturally. Fact: Untrained people listen at only 25% efficiency.
- 11. Most Irritating ListeningHabits • Rushing the speaker and making him feel he is wasting the listener’s time. • Interrupting the speaker. • Not looking at the speaker. • Getting ahead of the speaker (finishing her thoughts). • Not responding to the speaker’s requests. • Showing interest in something other than what the speaker is saying. • Saying “Yes, but . . .,” as if the listener’s mind is made up. • Topping the speaker’s story with “That reminds me . . .” or “That’s nothing; let me tell you about. . . .” • Forgetting what was talked about previously. • Asking too many questions about details.
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- 13. Nonverbal Communication Nonverbal communication includesall unwritten and unspoken messages, both intentional and unintentional.
- 14. Functions of Nonverbal Communication To complement and illustrate To reinforce and accentuate To replace and substitute To control and regulate To contradict
- 15. Forms of NonverbalCommunication •Eye contact Facial expression Posture and gestures Appearance of people •Time Space Territory Appearance of documents How can these nonverbal forms be used to send positive messages?
- 16. 3 Elements of Non-verbal communication BodyLanguage 55% Voice Tone 38% Words 7%
- 17. TYPES OF NONVERBAL COMMUNICATION Paralanguage– Speed, Volume, Pitch, Fillers Kinesics – Body Movements Occulesics – Eye Behavior Appearance/Artifacts Proxemics – Territory, Distance Zones Haptics – Touch Olfactics – Smell Chronomics – Time Facial Expressions
- 18. Body Language –Some Indicators Walking tall, erect and briskly = Confidence Standing with hands on hips = Readiness, aggression Walking with hands in pockets, shoulders hunched = Dejection Hands clasped behind back = Anger, frustration, apprehension Sitting with legs crossed, foot kicking slightly = Boredom Sitting with arms crossed on chest = Defensiveness Sitting with hands clasped behind head, legs crossed = Confidence, superiority Biting nails = Nervousness
- 19. Body Language –Some More Indicators Touching, slightly rubbing nose = Rejection, doubt, lying Stroking chin = Trying to decide Pulling or tugging at ear = Indecision Patting/fondling hair = Lack of self confidence, insecurity Rubbing hands = Anticipation Pinching bridge of nose, eyes closed = Negative evaluation Tilted head = Interest Open palm = Sincerity, openness, innocence Tapping or drumming fingers = Impatience
- 20. Tips for Improving YourNonverbal Skills • Establish and maintain eye contact. • Use posture to show interest. • Improve your decoding skills. • Probe for more information. • Avoid assigning nonverbal meanings out of context. • Associate with people from diverse cultures. • Appreciate the power of appearance. • Observe yourself on videotape. • Enlist friends and family.
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