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WORKPLACE LISTENING  AND  NONVERBAL COMMUNICATION |CHAPTER 3|
LISTENING SKILLS ARE CRITICAL IN THE WORKPLACE Listening skills are imperative for personal success, organization effectiveness, and an agreeable professional environment.
POOR LISTENING HABITS ,[object Object],[object Object],[object Object],[object Object],[object Object]
TYPES OF WORKPLACE LISTENING ,[object Object]
Listening to superiors includes hearing instructions, assignments, tasks, and explanations of working procedures carefully, by taking concise notes, paraphrasing what you hear, and not interrupting. Listening to Superiors
Listening to colleagues & teammates includes engaging in critical listening and discriminative listening. Listening to Colleagues & Teammates
Listening to customers includes taking into consideration the customers’ needs & wants. Organizations that listen to customers and take action increasingly acquire loyal customers which, in turn, yields higher sales.   Listening to Customers
THE LISTENING PROCESS ,[object Object],[object Object],[object Object],[object Object]
BARRIERS TO LISTENING ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ENHANCING RETENTION Enhance retention by  deciding to remember, structuring information to form relationships, reviewing, and taking notes directly after listening.
IMPROVE WORKPLACE LISTENING ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
NONVERBAL COMMUNICATION  ,[object Object]
FUNCTIONS OF NONVERBAL COMMUNICATION  ,[object Object],[object Object],[object Object],[object Object],[object Object]
FORMS OF NONVERBAL COMMUNICATION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
SPECIFIC TECHNIQUES FOR IMPROVING NON-VERBAL COMMUNICATION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
REFERENCES Guffey, M.E., Rhodes, K., & Rogin, P. (2006).  Business  Communication: process and product  (3 rd  ed.).  Mason:  Thomson South-Western.
EXTERNAL SOURCES More information on Workplace Listening and Nonverbal Communication (Chapter 3 of  Business Communication: process and product ) on Zenome® (The Directory of Communities): http://www.zenome.com/directory/index.php?parentID=007.063.003&desc=03-

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Workplacel And Nvc Powerpoint

  • 1. WORKPLACE LISTENING AND NONVERBAL COMMUNICATION |CHAPTER 3|
  • 2. LISTENING SKILLS ARE CRITICAL IN THE WORKPLACE Listening skills are imperative for personal success, organization effectiveness, and an agreeable professional environment.
  • 3.
  • 4.
  • 5. Listening to superiors includes hearing instructions, assignments, tasks, and explanations of working procedures carefully, by taking concise notes, paraphrasing what you hear, and not interrupting. Listening to Superiors
  • 6. Listening to colleagues & teammates includes engaging in critical listening and discriminative listening. Listening to Colleagues & Teammates
  • 7. Listening to customers includes taking into consideration the customers’ needs & wants. Organizations that listen to customers and take action increasingly acquire loyal customers which, in turn, yields higher sales. Listening to Customers
  • 8.
  • 9.
  • 10. ENHANCING RETENTION Enhance retention by deciding to remember, structuring information to form relationships, reviewing, and taking notes directly after listening.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16. REFERENCES Guffey, M.E., Rhodes, K., & Rogin, P. (2006). Business Communication: process and product (3 rd ed.). Mason: Thomson South-Western.
  • 17. EXTERNAL SOURCES More information on Workplace Listening and Nonverbal Communication (Chapter 3 of Business Communication: process and product ) on Zenome® (The Directory of Communities): http://www.zenome.com/directory/index.php?parentID=007.063.003&desc=03-