Hearing: The process of taking sound in using your ears

Listening: Attaching emotion to the sound to establish meaning

Listening includes hearing but hearing does not gaurentee listening

Four (4) stages of listening are:

1. Sensation: The process where sound waves register in the brain.

2. Interpretation: The process where the listener places meaning to the message.
3. Evaluation: Making judgments of the message.
4. Reaction: Response to the message through feed back.

Four (4) types of listening are:

1. Critical: Evaluating and challenging messages e.g. news & ads.
2. Discriminative: Identifying differences to make choices e.g. election promises.
3. Appreciative: Casual listening e.g. for entertainment & relaxation.
Empathic: Identify or relate to someone else.

Barriers to listening:
1. Attitudes
2. Habits
3. Laziness
4. Boredom
5. Closed-mindedness
6. Inattentiveness
7. opinionatedness
8. Physical noise
9. Psycological noise
10. Semantic noise

Groups and teams are formed for the following reasons:

1. Dispersal of work load
2. more members equal more ideas

The key difference between a group and a team is, a team is a group of individuals who work
together to achieve a common goal; where as a group is a collection of 3 or more individuals
who percieve themselves as a group but work independently to achieve organizational goals.

Advantages of forming groups and teams are:

1. Better decisions
2. Faster response
3. Increased productivity
4. Greater buy-in
5. Less resistance to change
6. Improved employee morale
7. Reduced risk

Characteristics of a self-directed team:

1. Clearly stated goals
2. Autonomy
3. Decision making authority
4. Frequent comunication
5. On going training

Four (4) phases of team development are:

1. Forming: Members get to know each other and develop trust. This phase must be slow and decisive to
be effective.
2. Storming: Members define roles and responsibilities, plan a course of action and establish rules but
conflict can arise.
3. Norming: Tension subsides, information flows better and collectivism increases while leadership can
be rotated.
4. Performing: Members establish ground rules, agenda and develop a shared goal. Problems are resolved,
productivity increases and deadlines are met.

Functional and positive group task roles in teams are:

1. Initiation
2. Information seeker / giver
3. Opinion giver / seeker
4. Direction giver
5. Summarizer
6. Diagnoser
7. Energizer
8. Gate keeper

Positive group relationship roles are:

1. Participation
2. Encourager
3. Harmonizer
4. Tension reliever
5. Emphatic listener

Dysfunctional or negative group roles:

1. Blocker
2. Attacker
3. Joker
4. Withdrawer
5. Recogniction seeker

Cognitive conflict is centred around issues and is considered healthy, functional and productive; it
promotes discussion as well as creative thinking.

Affective conflict focuses on feelings and personalities. It is considered disruptive, dysfuntional, unhealthy
and un-productive.

A phenomenon in which the norm for consensus overrides the realistic appraisal of alternative
courses of action.

Five (5) essential steps for prepring effiective oral presentations are:
1. Conduct audience analysis
2. Select and narrow topics
3. Conduct research
4. Determine the purpose
5. Organise presentation
6. Select appropriate visual aids
7. Rehearse presentation with visual aids and time presentation

Three (3) purposes of oral presentations are:

1. To Inform
2. To Persuade
3. To Entertain

1. Size of the group you are talking to

2. Age range of the group
3. Interests of the group
4. Sharing of Common Goals
3. Technical Knowledge of the group

Three main sections of the Speech Outline are:

1. Introduction
2. Body
3. Conclusion

Four (4) types of Oral Presentations are:

1. Memorized
2. Manuscript
3. Impromptu
4. Extemporaneous

Examples of Physical Behaviour that enhances oral presentations are:

1. Posture
2. Facial expression
3. Movement
4. Gestures
5. Vocal quality
6. Vocal pitch
7. Rate of speech
8. Volume of speech
9. Pronounciation

Reasons for body motions and movement during oral presentations are:
1. To hold attention
2. To get rid of nervousness
3. To suggest transitions
4. To increase emphasis

Reasons for using gestures to enhance oral presentations are:

1. To emphasize
2. To point
3. To reject
4. To Describe

1. Vocal quality

2. No monotone
4. Choice of words

3. Consistant Volume

Problems associated with pitch are:

1. Monotone
2. Voice too high or too low
3. Lack of word value

Tips or suggestions that help over come stage fright or apprehension are:
1. Rehearse
2. Request a podium
3. Pre-check your equipment
4. Know your subject well
5. Deep slow breathing
6. Approach subject with assurance and enthusiasm
7. Move during your speech
8. Take an object with you