O U T L I8N E Chapter

Learning Objective

Listening and Nonverbal Communication Objectives

Understanding Listening Behavior Improving Listening Skills Understanding and Improving Nonverbal Behavior

C H A P T E R

Listening And Nonverbal Communication

Copyright 2001 South-Western College Publishing Co.

Chapter 8

Learning Objective

Listening and Nonverbal Communication

Learning Objectives

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.

Chapter 8

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

Listening and Nonverbal Communication

Understanding Listening Behavior

UNDERSTANDING LISTENING BEHAVIOR The Importance of Listening in Business Settings

Improving Listening Skills

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

Understanding and Improving Nonverbal Behavior

Chapter 8

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

Listening and Nonverbal Communication

Understanding Listening Behavior

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

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

Chapter 8

Learning Objective Understand poor List six indicators ofyour listening. listening self-concept.

Listening and Nonverbal Communication

Understanding Listening Behavior

What Is Your Listening Self-Concept? How we think about ourselves as listeners becomes a self-fulfilling prophecy. Barriers to Effective Listening Indicators of Poor Listening
Receiving an above normal amount of written communication.

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

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.

Chapter 8

Learning Objective
List six indicators of poor listening.

Listening and Nonverbal Communication

Understanding Listening Behavior

The Silent Enemy of Effective Listening Most people would rather speak than listen. One must possess the desire to listen

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

Chapter 8

Learning Objective
Improve listening skills by using a seven-step process.

Listening and Nonverbal Communication

Understanding Listening Behavior

IMPROVING LISTENING SKILLS Understanding and Committing to the Listening Process You listen at different levels:
Signal processing: processing and organizing the words of a message

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

Literal processing: decoding the most basic meaning of a message Reflective processing: listening for deeper meanings

Figure 8.2 Chapter 8 Strategic Listening Process

Learning Objective
Listening between the Words

Listening and Nonverbal Communication Understanding and Committing

to the Listening

Process 1
Adopting Mental Guidelines for Listening

Receiving Skills

Improving Memory

5
Using Excessive Thinking Time Productively

4
Providing Supportive Feedback

Figure 8 Chapter8.3

Learning Objective

Model of Listening Listening and Nonverbal Communication

SP Signal Processing

LP Literal Processing
Meaning Simple Implication

RP Reflective Processing
Critical Analysis Appreciation

Auditory Input

Segments Structures

Chapter 8

Learning Objective
Improve listening skills by using a seven-step process.

Listening and Nonverbal Communication

Understanding Listening Behavior

Listening Between the Words You must listen for deeper meanings. Listen for the paralanguage elements of speech.

Improving Listening Skills

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

Understanding and Improving Nonverbal Behavior

Chapter 8

Learning Objective
Improve listening skills by using a seven-step process.

Listening and Nonverbal Communication

Understanding Listening Behavior

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

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

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

Chapter 8

Learning Objective
Improve listening skills by using a seven-step process.

Listening and Nonverbal Communication

Understanding Listening Behavior

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 Listening Skills

Understanding and Improving Nonverbal Behavior

Improving Memory Improving memory increases listening comprehension Ineffective listeners may hear, attend to, comprehend and then fail to remember oral communication

Chapter 8

Learning Objective
Improve listening skills by using a seven-step process.

Listening and Nonverbal Communication

Understanding Listening Behavior

Providing Supportive Feedback Good listeners . . .

demonstrate an interest in what the speaker says maintain appropriate eye contact

Improving Listening Skills

smile and show animation nod occasionally in agreement lean toward the speaker to demonstrate interest

Understanding and Improving Nonverbal Behavior

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

Chapter 8

Learning Objective
Improve listening skills by using a seven-step process.

Listening and Nonverbal Communication

Understanding Listening Behavior

Using Excess Thinking Time Productively Good listeners use excess thinking time to concentrate on the message Adapting Mental Guidelines for Effective Listening

Improving Listening Skills

Believe that effective listening is crucial Learn to tolerate and even enjoy silence

Understanding and Improving Nonverbal Behavior

Relate new information to old information Adjust to problems of poor listeners Organize your listening Ask questions in your mind

Chapter 8

Learning Objective
Describe the four major purposes of nonverbal communication.

Listening and Nonverbal Communication

Understanding Listening Behavior

Understanding and Improving Nonverbal Behavior Major Purposes of Nonverbal Communication

Improving Listening Skills

Nonverbal behavior serves four purposes: to express emotions

Understanding and Improving Nonverbal Behavior

to convey interpersonal attitudes to present ones personality to others to accompany verbal communication - to reinforce what was said

Chapter 8

Learning Objective
Identify the seven guiding principles of nonverbal communication.

Listening and Nonverbal Communication

Understanding Listening Behavior

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

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

Chapter 8

Learning Objective
Describe the components of nonverbal communication.

Listening and Nonverbal Communication

Understanding Listening Behavior

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

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

Chapter 8

Learning Objective
Describe the components of nonverbal communication.

Listening and Nonverbal Communication

Understanding Listening Behavior

Eye and Visual Behavior: the movement and focus of the eyes reveal a great deal of information
Cultural differences Persuasion Avoidance of Communication

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

Gesture and Body Movement: problems occur whenever a persons gestures conflict with the verbal message
Posture

Time and Space: culturally determined

personal space, environmental space

Chapter 8

Learning Objective
Describe the components of nonverbal communication.

Listening and Nonverbal Communication

Understanding 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

Improving Listening Skills

Understanding and Improving Nonverbal Behavior

Haptic: all human touch Olfactics: sense of smell Gustics: ability to taste Acoustics: sound Silence: the absence of sound to communicate

Chapter 8

Learning Objective

Listening and Nonverbal Communication

The End

Copyright 2000 South-Western College Publishing Co.