Videsha Proothveerajh
Country Manager
Intel Corporation South Africa
 The
Whole continuum
 The Communication Process
 Communication Styles
 Non Verbal Communication
 Active Listening
FOCUS, PRACTICE and FEEDBACK LOOP
NOISE
no
NOISE
Berlo's Sender-Message-Channel-Receiver Model of Communication
Communication Styles
“You never get a second chance to
make a first impression”
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The innermost, instinctual form of human
communication. Unconscious parts of our behavior
which is a deeply rooted part in our entire makeup.
The most basic part of our personality
Behavior has no opposite, i.e. there is no
such thing as non-behavior.
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Mehrabian’s Study to understand the relative impact of facial
expressions and spoken words
 Spoken words ? %
 Voice tone ? %
 General body language ? %
Birdwhistell suggested that spoken words account for not
more than 30-35% of all our social interactions.
Anthropologist Edward T Hall: only 35% is
verbal
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Body Language or Kinesics
Clothing or Artifactual Communication
Voice or Paralanguage
Space and Distance, or Proxemic factors
Color
Time or Chronemics
Touch or Haptics
Open
F
O
R
W
A
R
D
Responsive
Reflective
Eager
Listening
Engaged
Evaluating
Combative
Fugitive
Aggressive
Let me go
Foot Tapping
Bored
CLOSED
B
A
C
K
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Allows you to make sure you hear the words and understand the
meaning behind the words
Goal: Go beyond listening to understanding
‘Seek first to understand, then be understood.”
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Requirements:
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Definite Intent to Listen
Focus on the Speaker
Verbal and Non-Verbal Encouragers
Feedback Loop to Insure Accuracy
“We were given two ears but only one mouth.
This is because listening is twice as hard
as talking.” -unknown
- Stephen Covey
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We listen at 125-250 wpm, think at
1000-3000 wpm
75% of the time we are distracted,
preoccupied or forgetful
20% of the time, we remember what we
hear
More than 35% of businesses think
listening is a top skill for success
Less than 2% of people have had formal
education with listening
 Encouraging
 Restating
 Reflecting
 Summarizing
Attending Posture: SOLER
S = squarely face person
O = use open posture
L = lean toward the person
E = use eye contact
R = relax, keep it natural
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Active Listening is a HABIT
Listening is the most powerful form of
acknowledgment
Listening builds stronger relationships
Listening promotes being heard
Listening creates acceptance and openness
Listening leads to learning
Listening reduces stress and tension
Listening is CRITICAL in conflict resolution
The barriers to active listening are numerous
Active Listening and Multi-tasking are
CONTRADICTORY.
Body Language is key
More = Less
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More communications options leaves us with less time to attend to the priority
information and if left untreated hinders the communication process and makes it
ineffective !