Listening/Non-Verbal Communication

advertisement

Listening and Nonverbal

Communication

Includes information from Guffey Ch 3

Listening

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?

Misconceptions About Listening

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

Exercise

 Communication Chain

Non Verbal Communicaton

Discussion

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

 Judging faces

Non-verbal Communication

Body language conveys:

1.

How much you like someone

2.

How interested you are in their views

3.

Relative perceived status

Non-Verbal Communicaiton

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:

Role of Non-Verbal

Communication

Video: Silent Meeting  Repetition/ complimentary

 Substitution for verbal/written

 Contradictory

Urinal Game

Written Non-Verbal Messages

 Method of delivery

 Kind of stationary

 Typeface

 Format

 Technical correctness

 Accessibility (bullets, highlighting, etc.)

End

Download