listening and nonverbal communication includes information from guffey ch 3
TRANSCRIPT
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Listening Listening and Nonverbal and Nonverbal CommunicationCommunication
Includes information from Guffey Ch 3
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Listening
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Discussion: Communication Matters The “Cool Hand Luke” Theory of Project
Communication Which of the barriers to effective listening is a
particular challenge for you? Which of the techniques listed to improve listening
skills do you think will help you with this challenge?
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Misconceptions About Listening1. Listening is an automatic reflex.
Fact: Listening is a conscious, selective process; hearing is an involuntary act.
2. Competence in listening develops naturally.Fact: Untrained people listen at only 25% efficiency (most practice merely reinforces bad habits).
3. Speakers are able to command listening.Fact: Speakers cannot make a person really listen.
4. Speakers are totally responsible for communication success.Fact: Communication is a two-way street.
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Exhibit 11.3Exhibit 11.3
Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
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Listening by Type (Type Reporter Sept 2007)
Old listening to-do list: New listening to-do list:
E• Think about what you're going to
say next • Think about what they're saying
I• Think your own thoughts while they
talk• Ask yourself if you fully understand
what they're telling you
N• Get distracted by connections to
other ideas • Stay connected to their words
S• Get distracted by sights and
sounds • Look at them and look interested
F
• Argue with the way they treat people or keep your mouth shut for the sake of peace
• Tell them your personal experiences with being treated that way
T • Try to talk them out of their feelings• Let them know you understand their
feelings
P • Resent not being listened to• Let them know you need to be
listened to
J • Try to solve their problem• Let them know you understand that
they have a problem
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Exercise
Communication Chain
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Non Verbal Communicaton
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Discussion
Give an example of when a verbal and nonverbal message disagreed, which message did you consider to be more truthful?
Judging faces
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Non-verbal Communication
Body language conveys:
1. How much you like someone
2. How interested you are in their views
3. Relative perceived status
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Non-Verbal Communicaiton93% of communication is non-verbal
Visual (body language) Tactile (use of touch) Vocal (tone) Use of time, space, image
Arriving late Invading space, office set-up Clothing, physical appearance
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Impact of cultural differences in non-verbal communication:
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Role of Non-Verbal Communication Repetition/
complimentary Substitution for
verbal/written Contradictory
Video: Silent Meeting
Urinal Game
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Written Non-Verbal Messages
Method of delivery Kind of stationary Typeface Format Technical
correctness Accessibility (bullets,
highlighting, etc.)
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