Listening Listening and Nonverbal and Nonverbal CommunicationCommunication

Includes information from Guffey Ch 3

Listening

Discussion: Communication Matters The “Cool Hand Luke” Theory of Project

Communication Which of the barriers to effective listening is a

particular challenge for you? Which of the techniques listed to improve listening

skills do you think will help you with this challenge?

Misconceptions About Listening1. Listening is an automatic reflex.

Fact: Listening is a conscious, selective process; hearing is an involuntary act.

2. Competence in listening develops naturally.Fact: Untrained people listen at only 25% efficiency (most practice merely reinforces bad habits).

3. Speakers are able to command listening.Fact: Speakers cannot make a person really listen.

4. Speakers are totally responsible for communication success.Fact: Communication is a two-way street.

Exhibit 11.3Exhibit 11.3

Active Listening Behaviors

Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).

Listening by Type (Type Reporter Sept 2007)

  Old listening to-do list: New listening to-do list:

E• Think about what you're going to

say next • Think about what they're saying

I• Think your own thoughts while they

talk• Ask yourself if you fully understand

what they're telling you

N• Get distracted by connections to

other ideas • Stay connected to their words

S• Get distracted by sights and

sounds • Look at them and look interested

F

• Argue with the way they treat people or keep your mouth shut for the sake of peace

• Tell them your personal experiences with being treated that way

T • Try to talk them out of their feelings• Let them know you understand their

feelings

P • Resent not being listened to• Let them know you need to be

listened to

J • Try to solve their problem• Let them know you understand that

they have a problem

Exercise

Communication Chain

Non Verbal Communicaton

Discussion

Give an example of when a verbal and nonverbal message disagreed, which message did you consider to be more truthful?

Judging faces

Non-verbal Communication

Body language conveys:

1. How much you like someone

2. How interested you are in their views

3. Relative perceived status

Non-Verbal Communicaiton93% of communication is non-verbal

Visual (body language) Tactile (use of touch) Vocal (tone) Use of time, space, image

Arriving late Invading space, office set-up Clothing, physical appearance

Impact of cultural differences in non-verbal communication:

Role of Non-Verbal Communication Repetition/

complimentary Substitution for

verbal/written Contradictory

Video: Silent Meeting

Urinal Game

Written Non-Verbal Messages

Method of delivery Kind of stationary Typeface Format Technical

correctness Accessibility (bullets,

highlighting, etc.)

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