Matakuliah
Tahun
: J0612 - Komunikasi Bisnis
: 2010
Pertemuan 2
Listening and Nonverbal Communication
Skills
Types of Listening
Content
Critical
Empathetic
Active
The Listening Process
Message
1. Receiving
2. Decoding
5. Responding
3. Remembering
4. Evaluating
Feedback
Barriers to Effective
Listening
Physical &
Psychological
Barriers
Language
Problems
Nonverbal
Distractions
Thought
Speed
Faking
Attention
Grandstanding
Tips For 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
• Listen between the lines
• Judges ideas, not
appearances
Nonverbal Communication Roles
Complement Verbal Language
Reveal Hidden Meanings
Convey Information Efficiently
Recognizing Nonverbal
Communication
Facial
Expressions
Gestures
and Posture
Vocal
Characteristics
Personal
Appearance
Touching
Behavior
Time
and Space
Nonverbal Communication
(1)
• The eyes, face, and body send silent
messages.
– Eye contact
– Facial expression
– Posture and gestures
• Appearance sends silent messages.
– Appearance of business documents
– Appearance of people
Nonverbal
Communication (2)
• Time, space, and territory send
silent messages.
• Time (punctuality and
structure of)
• Space (arrangement of
objects in)
• Territory (privacy zones)
Nonverbal Communication
(3)
• An example from the world of Dilbert:
Tips For Improving Nonverbal Skills
• Establish and maintain eye contact
• Use posture to show interest
• Improve decoding skills
• Probe for more information
• Avoid assigning nonverbal meanings out
of context
• Appreciate the power of appearance
Improving Communication
with Cross-Culture
Audiences
• Use simple English.
• Speak slowly and
enunciate clearly.
• Encourage accurate
feedback.
• Check frequently for
comprehension
• Observe eye messages
• Accept blame.
High-Context and Low-Context
Cultures
High-Context
Cultures
• Relational
• Collectivist
• Intuitive
• Contemplative
Low-Context Cultures
• Linear
• Individualistic
• Logical
• Action-oriented
High-Context and Low-Context
Cultures
High Context
Japanese
Arab
Latin American
Spanish
English
Italian
French
North American
Scandinavian
German
Swiss
Low Context
Contoh
Ibu jari ke atas
• Australia : Terserah anda
• Jerman : nomor satu
• Jepang : nomor lima
• Arab Saudi : Saya menang
• Ghana : Penghinaan