Chapter 14Oral and

Nonverbal Communication

14

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Why is it possible to hear but not to listen?

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You hear a sound when your auditory nerves are stimulated by sound waves.

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But when you listen, you hear, understand, and remember what was said.

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When verbal and nonverbal messages differ, which should you believe?

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When a difference exists, the unconscious, nonverbal messages are usually true.

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How can sender solve the problem created by difference in rates of speaking versus listening?

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Sender can promote good listening by Maintaining eye contactAsking questionsGesturingOrganizing presentation cuesUsing visual aids Summarizing

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Tell them what you are going to tell them in the Introduction.

Tell them the message in the Body.

Tell them what you have told them in the Summary.

Remember to

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List and explain three different modes of listening to a message.

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Three modes of listening are

Cautious SkimmingScanning

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Cautious listening—used for understanding and remembering concepts and details.

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Skimming listening—used for understanding general concepts.

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Scanning listening—used for concentrating on specific details rather than general concepts.

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Define and explain positive nature of receiver feedback.

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Feedback is response to sender.

Sender may give more information as positive feedback is received.

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Feedback is asking the sender questions to

Clarify informationDemonstrate interest in

subject

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Feedback is paraphrasing of message by receiver.Helps receiver process the

informationTells sender message was

understood

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What are four types of nonverbal communication?

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Four types of nonverbal communication arePhysical appearanceBody languageSpaceTime

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Explain how they effect communication flow.

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Physical appearance—influences receiver’s perception of sender’sSocioeconomic statusCredibilityJudgment

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Body language—conveys instant feedback to both message sender and receiver

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Space—physical area people control which influences attitudes

Proximity to another person Obstacles between sender

and receiver

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Time—amount devoted to person or subject transmits nonverbal communication