Learning Objective
O
U T L I8N E
Chapter
Listening and Nonverbal
Communication
Objectives
Understanding Listening Behavior
Improving Listening Skills
8
C H A P T E R
Understanding and Improving
Nonverbal Behavior
Listening And Nonverbal Communication
Copyright © 2001 South-Western College Publishing Co.
Chapter 8
Learning Objective
Listening and Nonverbal
Communication
Learning Objectives
1. Identify the importance of well-developed listening skills for
success in business.
2. List six indicators of poor listening.
3. Improve listening skills by using a seven-step process.
4. Describe the four major purposes of nonverbal
communication.
5. Identify seven guiding principles of nonverbal
communication.
6. Describe the components of nonverbal communication.
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Identify the importance of well-developed
listening skills for success in business
UNDERSTANDING LISTENING
BEHAVIOR
The Importance of Listening in Business Settings
Improving
Listening Skills
Studies conducted between 1970 and 1990
reveal that listening is:4
• most significant for entry-level positions
Understanding
and Improving
Nonverbal
Behavior
• most important for promotion to upper management
• most observed in successful CEOs and upper
managers
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Identify the importance of well-developed
listening skills for success in business
• most significant for entry-level positions
• most important for promotion to upper management
• most observed in successful CEOs and upper
managers
Improving
Listening Skills
• most critical in distinguishing effective from
ineffective subordinates
• most critical for managerial competency
Understanding
and Improving
Nonverbal
Behavior
• most needed for improvement in communication
• most important for career competence
• most important for organizational success
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improving
Listening Skills
Understand your
listening self-concept.
List six indicators of poor listening.
What Is Your Listening Self-Concept?
How we think about ourselves as listeners
becomes a self-fulfilling prophecy.
Barriers to Effective Listening
Indicators of Poor Listening
• Receiving an above normal amount of written
communication.
Understanding
and Improving
Nonverbal
Behavior
• Feeling left out of important projects.
• Missing Important meetings.
• Reacting to problems rather than preventing
problems.
• Being perceived as slow or inept.
• Being manipulated easily by others.
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
List six indicators of poor listening.
The Silent Enemy of Effective Listening
Most people would rather speak than listen.
One must possess the desire to listen
Improving
Listening Skills
Understanding
and Improving
Nonverbal
Behavior
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improving
Listening Skills
Improve listening skills by
using a seven-step process.
IMPROVING LISTENING SKILLS
Understanding and Committing to the
Listening Process
You listen at different levels:
• Signal processing: processing and organizing
the words of a message
Understanding
and Improving
Nonverbal
Behavior
• Literal processing: decoding the most basic
meaning of a message
• Reflective processing: listening for deeper
meanings
Figure 8.2
Chapter 8
Strategic Listening Process
Learning Objective
Listening and Nonverbal
and
Communication Understanding
Committing
Listening
between
the Words
to the Listening
Process
1
Adopting
Mental
Guidelines
for Listening
6
2
Receiving
Skills
5
Using Excessive
Thinking Time
Productively
3
4
Providing
Supportive
Feedback
Improving
Memory
Learning Objective
Figure 8.3
Chapter
8
Model of Listening
Listening
and Nonverbal
Communication
Auditory
Input
SP
Signal
Processing
LP
Literal
Processing
RP
Reflective
Processing
Segments
Structures
Meaning
Simple Implication
Critical Analysis
Appreciation
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improve listening skills by
using a seven-step process.
Listening Between the Words
• You must listen for deeper meanings.
• Listen for the paralanguage elements of
speech.
Improving
Listening Skills
Understanding
and Improving
Nonverbal
Behavior
• How something is said rather than what is
said.
• Aspects of verbal communication unrelated to
the words used.
• Paralanguage types:
• Voice set: the personal characteristics of the
speaker
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improving
Listening Skills
Understanding
and Improving
Nonverbal
Behavior
Improve listening skills by
using a seven-step process.
• Vocal qualities: characteristics of speech such as
pitch, tempo, volume, rhythm, and articulation
• Vocal characteristics: vocal sounds such as
laughing, crying, snickering, whimpering, moaning,
or yawning.
• These characteristics can express a state of mind,
mood, and even emotional state of individuals
• Vocal segregates: vocal sounds that can
substitute for words, as in “mm-hush,” “huh-uh,”
“sshh,” and “uummm.”
• Vocal fillers: vocalizations in which the speaker
inadvertently uses “um,” “ah,” or “uh.”
• Can result from stress or emotional strain
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improve listening skills by
using a seven-step process.
Paralanguage and the Implications for
Business Settings
Vocal cues can be . . .
• inadvertently communicate thoughts and feelings
Improving
Listening Skills
• useful in accomplishing business goals
• used to communicate feelings toward others
• confused with culture and diversity issues
Understanding
and Improving
Nonverbal
Behavior
Improving Memory
• Improving memory increases listening
comprehension
• Ineffective listeners may hear, attend to,
comprehend and then fail to remember oral
communication
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improve listening skills by
using a seven-step process.
Providing Supportive Feedback
Good listeners . . .
• demonstrate an interest in what the speaker says
• maintain appropriate eye contact
Improving
Listening Skills
• smile and show animation
• nod occasionally in agreement
• lean toward the speaker to demonstrate interest
Understanding
and Improving
Nonverbal
Behavior
• use verbal cues such as “I see” and “yes.”
• phrase interpretations to verify understanding
• consciously time their verbal and nonverbal
feedback to assist the speaker
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improve listening skills by
using a seven-step process.
Using Excess Thinking Time Productively
Good listeners use excess thinking time to
concentrate on the message
Adapting Mental Guidelines for Effective Listening
Improving
Listening Skills
• Believe that effective listening is crucial
• Learn to tolerate and even enjoy silence
Understanding
and Improving
Nonverbal
Behavior
• Relate new information to old information
• Adjust to problems of poor listeners
• Organize your listening
• Ask questions in your mind
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Describe the four major purposes
of nonverbal communication.
Understanding and Improving Nonverbal
Behavior
Major Purposes of Nonverbal Communication
Improving
Listening Skills
Nonverbal behavior serves four purposes:
• to express emotions
Understanding
and Improving
Nonverbal
Behavior
• to convey interpersonal attitudes
• to present one’s personality to others
• to accompany verbal communication - to
reinforce what was said
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improving
Listening Skills
Understanding
and Improving
Nonverbal
Behavior
Identify the seven guiding principles
of nonverbal communication.
Principles of Nonverbal Communication
• Nonverbal Communication Occurs in a
Context: folded arms and laid-back posture
• Nonverbal Behaviors Are Usually
Packaged: a clustering of posture, eye
contact, leg movement, facial expression
• Nonverbal Behavior Always
Communicates: even when not speaking
• Nonverbal Behavior Is Governed by Rules:
smiling conveys happiness
• Nonverbal Behavior is Highly Believable:
eyes darting away
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Describe the components of
nonverbal communication.
Understanding
Listening
Behavior
• Nonverbal Behavior is
Metacommunicational: communication
about communication
Improving
Listening Skills
• Nonverbal Behavior Helps Clarify Verbal
Communication: with nonverbal
communication the signal is neither as clear
nor as precise
Components of Nonverbal Communication
Understanding
and Improving
Nonverbal
Behavior
• Facial expression: one of the most
expressive and reliable channels
• Allow you to determine the real motivations and
intentions of others
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Describe the components of
nonverbal communication.
• Eye and Visual Behavior: the movement
and focus of the eyes reveal a great deal of
information
• Cultural differences
Improving
Listening Skills
Understanding
and Improving
Nonverbal
Behavior
• Persuasion
• Avoidance of Communication
• Gesture and Body Movement: problems
occur whenever a person’s gestures conflict
with the verbal message
• Posture
• Time and Space: culturally determined
• personal space, environmental space
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
Understanding
Listening
Behavior
Improving
Listening Skills
Describe the components of
nonverbal communication.
• Dress: general appearance signals others
• Physical characteristics: body type, height,
weight, hair, and skin color or tone
• Studies have shown that people readily attribute
greater intelligence, wit, charm and sociability to
those people whom they judge to be very attractive
• Additional sense related issues:
• Artifacts: human made objects
Understanding
and Improving
Nonverbal
Behavior
• Haptic: all human touch
• Olfactics: sense of smell
• Gustics: ability to taste
• Acoustics: sound
• Silence: the absence of sound to communicate
Learning Objective
Chapter 8
Listening and Nonverbal
Communication
The End
Copyright © 2000 South-Western College Publishing Co.