C
H
2
A
P
T
E
R
Nonverbal, Listening And
Speaking Skills
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Learning Objectives
Recognize how the eyes, face, body and
appearance can send nonverbal messages.
Identify barriers to effective listening.
Suggest techniques for becoming an active
and effective listener.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Learning Objectives
Analyze the audience, organize the content,
and plan visual aids for a good oral
presentation.
Implement techniques for delivering a
successful oral report.
Plan and participate in productive and
efficient business meetings.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Nonverbal
Communication
Nonverbal Communication includes all
unwritten and unspoken messages.
Your eyes, face, and body send silent
messages
 Make
eye contact
 Control your facial expression
 Practise natural posture and gestures
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Nonverbal
Communication
Three external elements send silent messages:
Time (punctuality and structure of)
Space (arrangement of objects in it)
Territory (privacy zones)
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Nonverbal
Communication
Appearance sends silent messages
Business document physical appearance
Personal appearance of an individual
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Your Nonverbal
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.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Your Nonverbal
Skills
Associate with people from diverse
cultures.
Appreciate the power of appearance.
Observe yourself on videotape.
Enlist friends and family.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Listening Barriers
Physical
Psychological
Language problems
Nonverbal distractions
Thought speed
Faking attention
Grandstanding
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Becoming an Active Listener
Stop talking.
Control your surroundings.
Establish a receptive mind-set.
Keep an open mind.
Listen for main points.
Capitalize on lag time.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Becoming an Active Listener
Listen between the lines.
Judge ideas, not appearances.
Hold your fire.
Take selective notes.
Provide feedback.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Preparing an Oral Report
1. Analyze the audience.
2.Organize the content.
3.Prepare visual aids.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Analyzing the Audience
How will this topic appeal to this audience?
What do I want the audience to believe?
What action do I want the audience to take?
What aspects of the topic will be most
interesting to the audience?
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Analyzing the Audience
Which of the following will be most
effective in making my point:
 Statistics?
 Graphic
illustrations?
 Demonstrations?
 Case histories?
 Analogies?
 Cost Figures?
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Organizing the Content
Introduction
a. Gain attention and involvement of
audience.
b. Establish credibility as a speaker.
c. Preview main points.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Organizing the Content
Body
a. Main point
 Use
data to illustrate, clarify, and contrast.
b. Main point
 Use
data to illustrate, clarify, and contrast.
c. Main point
 Use
data to illustrate, clarify, and contrast.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Organizing the Content
Conclusion
a. Summarize main points.
b. Provide final focus.
c. Encourage questions.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Preparing Visual Aids
Visual aids include:
Transparencies
 Flip charts
 Computer visuals
 Handouts
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Delivering the Oral Report
Delivery Methods

Memorized delivery

Reading delivery

Extemporaneous delivery

Impromptu delivery
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Tips for Delivering Oral
Reports
Before You Speak
 Prepare
thoroughly.
 Rehearse
 Time
repeatedly.
yourself.
 Request
 Check
a lectern.
the room.
 Practise
stress reduction.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Tips for Delivering Oral
Reports
During Your Presentation
 Begin
with a pause.
 Present
your first sentence from memory.
 Maintain
 Control
 Put
eye contact.
your voice and vocabulary.
the brakes on.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Tips for Delivering Oral
Reports
During Your Presentation
 Move
 Use
naturally.
visuals aids effectively.
 Avoid
digressions.
 Summarize
your main points.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Tips for Delivering Oral
Reports
After Your Presentation
 Distribute
handouts.
 Encourage
 Repeat
questions.
 Answer
 Keep
 End
questions.
questions directly.
control.
gracefully.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Common Speech Blunders
 Not
repeating main points enough.
 Not
answering “What’s in it for me?”

Not stressing your main point.
 Neglecting
to practise and time your delivery
aloud.
 Not
checking visual aids for readability.
 Answering
 Allowing
hypothetical questions.
distractions before speaking.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Developing Successful
Meetings and Conferences
Sales Meeting
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Planning Meetings
Consider whether a meeting is really
necessary.
Decide on goal or objective.
Prepare and send agenda.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Conducting Meetings
Start on time.
Begin with 3- to 5-minute introduction that
includes:
 The
goal and length of the meeting.
 Background of the problem.
 Possible solutions and constraints.
 Tentative agenda.
 Procedures to be followed.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Conducting Meetings
Assign a note taker.
Keep discussion on target.
Summarize discussion.
Ask for consensus.
End on time.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Participating in Meetings
Come prepared.
Arrive on time.
Help keep discussion on target.
Participate actively.
End on time.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning