Includes information from Guffey Ch 3


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?

1.
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.

Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management
Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
Exhibit 11.3

Listening by Type
(Type Reporter Sept 2007)
E
I
N
S
F
Old listening to-do list:
• Think about what you're going to say next
• Think your own thoughts while they talk
• Get distracted by connections to other ideas
• Get distracted by sights and sounds
• Argue with the way they treat people or keep your mouth shut for the sake of peace
T • Try to talk them out of their feelings
P • Resent not being listened to
J • Try to solve their problem
New listening to-do list:
• Think about what they're saying
• Ask yourself if you fully understand what they're telling you
• Stay connected to their words
• Look at them and look interested
• Tell them your personal experiences with being treated that way
• Let them know you understand their feelings
• Let them know you need to be listened to
• Let them know you understand that they have a problem

 Communication Chain

 Give an example of when a verbal and nonverbal message disagreed, which message did you consider to be more truthful?
 Judging faces

Body language conveys:
1.
How much you like someone
2.
How interested you are in their views
3.
Relative perceived status

93% 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

Impact of cultural differences in non-verbal communication:

Video: Silent Meeting  Repetition/ complimentary
 Substitution for verbal/written
 Contradictory
Urinal Game

 Method of delivery
 Kind of stationary
 Typeface
 Format
 Technical correctness
 Accessibility (bullets, highlighting, etc.)

End