Learning Objective Chapter 8 Listening and Nonverbal Communication Listening And Nonverbal Communication Copyright © 2001 South-Western College Publishing

Learning ObjectiveChapter 8 Listening and Nonverbal Communication

Listening And Nonverbal Communication

Copyright © 2001 South-Western College Publishing Co.

Objectives

O U T L I N E

Understanding Listening Behavior

Understanding and Improving Nonverbal Behavior

Improving Listening Skills 8C H A P T E R


1. Identify the importance of well-developed listening skills for success in business.

2. List six indicators of poor listening.

3. Improve listening skills by using a seven-step process.

4. Describe the four major purposes of nonverbal communication.

5. Identify seven guiding principles of nonverbal communication.

6. Describe the components of nonverbal communication.

Learning Objectives


UNDERSTANDING LISTENING BEHAVIORUNDERSTANDING LISTENING BEHAVIOR

Identify the importance of well-developed listening skills for success in business


Understanding and Improving NonverbalBehavior

The Importance of Listening in Business Settings

Studies conducted between 1970 and 1990 reveal that listening is:4

• most significant for entry-level positions

• most important for promotion to upper management

• most observed in successful CEOs and upper managers

Improving Listening Skills


• most significant for entry-level positions

• most important for promotion to upper management

• most observed in successful CEOs and upper managers

• most critical in distinguishing effective from ineffective subordinates

• most critical for managerial competency

• most needed for improvement in communication

• most important for career competence

• most important for organizational success




Identify the importance of well-developed listening skills for success in business


Understand your listening self-concept.

What Is Your Listening Self-Concept?How we think about ourselves as listeners becomes a self-fulfilling prophecy.

Barriers to Effective ListeningIndicators of Poor Listening

• Receiving an above normal amount of written communication.

• Feeling left out of important projects.• Missing Important meetings. • Reacting to problems rather than preventing problems. • Being perceived as slow or inept. • Being manipulated easily by others.

List six indicators of poor listening.





The Silent Enemy of Effective ListeningMost people would rather speak than listen.

One must possess the desire to listen




List six indicators of poor listening.


You listen at different levels:

• Signal processing: processing and organizing the words of a message

• Literal processing: decoding the most basic meaning of a message

• Reflective processing: listening for deeper meanings

Improve listening skills by using a seven-step process.




IMPROVING LISTENING SKILLSIMPROVING LISTENING SKILLS

Understanding and Committing to the Listening Process


Figure 8.2Strategic Listening Process

Receiving Skills

11

Understanding andCommittingto the ListeningProcess

22

Listeningbetweenthe Words

33 ImprovingMemory

44

ProvidingSupportiveFeedback

55

Using ExcessiveThinking TimeProductively

66

AdoptingMentalGuidelinesfor Listening


SPSignal

Processing

LPLiteral

Processing

RPReflective

Processing

MeaningSimple Implication

SegmentsStructures

Critical AnalysisAppreciationAuditory

Input

Figure 8.3Model of Listening


Listening Between the Words• You must listen for deeper meanings.

• Listen for the paralanguage elements of speech.

• How something is said rather than what is said.

• Aspects of verbal communication unrelated to the words used.

• Paralanguage types:

• Voice set: the personal characteristics of the speaker






• Vocal qualities: characteristics of speech such as pitch, tempo, volume, rhythm, and articulation

• Vocal characteristics: vocal sounds such as laughing, crying, snickering, whimpering, moaning, or yawning.

• These characteristics can express a state of mind, mood, and even emotional state of individuals

• Vocal segregates: vocal sounds that can substitute for words, as in “mm-hush,” “huh-uh,” “sshh,” and “uummm.”

• Vocal fillers: vocalizations in which the speaker inadvertently uses “um,” “ah,” or “uh.”

• Can result from stress or emotional strain






Paralanguage and the Implications for Business Settings

Vocal cues can be . . .

• inadvertently communicate thoughts and feelings

• useful in accomplishing business goals

• used to communicate feelings toward others

• confused with culture and diversity issues

Improving Memory• Improving memory increases listening comprehension

• Ineffective listeners may hear, attend to, comprehend and then fail to remember oral communication






Providing Supportive FeedbackGood listeners . . .

• demonstrate an interest in what the speaker says

• maintain appropriate eye contact

• smile and show animation

• nod occasionally in agreement

• lean toward the speaker to demonstrate interest

• use verbal cues such as “I see” and “yes.”

• phrase interpretations to verify understanding

• consciously time their verbal and nonverbal feedback to assist the speaker






Using Excess Thinking Time ProductivelyGood listeners use excess thinking time to concentrate on the message

Adapting Mental Guidelines for Effective Listening• Believe that effective listening is crucial

• Learn to tolerate and even enjoy silence

• Relate new information to old information

• Adjust to problems of poor listeners

• Organize your listening

• Ask questions in your mind






Major Purposes of Nonverbal Communication

Nonverbal behavior serves four purposes:

• to express emotions

• to convey interpersonal attitudes

• to present one’s personality to others

• to accompany verbal communication - to reinforce what was said

Understanding and Improving Nonverbal BehaviorUnderstanding and Improving Nonverbal Behavior

Describe the four major purposes of nonverbal communication.





Principles of Nonverbal Communication• Nonverbal Communication Occurs in a Context : folded arms and laid-back posture

• Nonverbal Behaviors Are Usually Packaged: a clustering of posture, eye contact, leg movement, facial expression

• Nonverbal Behavior Always Communicates: even when not speaking

• Nonverbal Behavior Is Governed by Rules: smiling conveys happiness

• Nonverbal Behavior is Highly Believable: eyes darting away

Identify the seven guiding principles of nonverbal communication.





• Nonverbal Behavior is Metacommunicational: communication about communication

• Nonverbal Behavior Helps Clarify Verbal Communication: with nonverbal communication the signal is neither as clear nor as precise

Components of Nonverbal Communication• Facial expression: one of the most expressive and reliable channels

• Allow you to determine the real motivations and intentions of others




Describe the components of nonverbal communication.


• Eye and Visual Behavior: the movement and focus of the eyes reveal a great deal of information

• Cultural differences

• Persuasion

• Avoidance of Communication

• Gesture and Body Movement: problems occur whenever a person’s gestures conflict with the verbal message

• Posture

• Time and Space: culturally determined

• personal space, environmental spaceUnderstanding Listening Behavior





• Dress: general appearance signals others

• Physical characteristics: body type, height, weight, hair, and skin color or tone

• Studies have shown that people readily attribute greater intelligence, wit, charm and sociability to those people whom they judge to be very attractive

• Additional sense related issues:

• Artifacts: human made objects

• Haptic: all human touch

• Olfactics: sense of smell

• Gustics: ability to taste

• Acoustics: sound

• Silence: the absence of sound to communicate Understanding Listening Behavior





The End

Copyright © 2000 South-Western College Publishing Co.

Documents

Learning Objective Chapter 8 Listening and Nonverbal Communication Listening And Nonverbal Communication Copyright © 2001 South-Western College Publishing