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BUSINESS AND PROFESSIONAL
COMMUNICATION PLANS PROCESSES
AND PERFORMANCEBy James R Disanza and Nancy J
Legee
CHAPTER 2 LISTENING AND FEEDBACK IN ORGANIZATIONAL RELATIONSHIPS
PowerPoint by Jillian Russell
Communications
ldquoEffective listening is vital for shared meaning and may be one of the most straightforward least expensive ways to increase organizational productivityrdquo
RECALL LISTENING A personrsquos ability to correctly interpret
and remember the content of another personrsquos message
Itrsquos a 4 step Process
Conversation
4-STEP PROCESS TO RECALL LISTENING1 Receiving the message the other person is
communicating to you An act of hearing
2 Attending Focusing on the message with no distractions Bring the message into conscience attention and the background noise fades away
3 Assigning Meaning Your interpretation to what is being said
4 Remembering To store and recall meanings of a conversation
HOW TO BECOME A GOOD LISTENER
Motivate yourself Focus on content and not delivery Defer judgment Take advantage of thought speed Listen for meaning Take notes
MOTIVATE YOURSELF
Find something that triggers your interest
Use the situation to your advantage and learn something new
Search for a message that could help you or your company in the long run
Motivation
FOCUS ON CONTENT NOT DELIVERY Usually turned off by traditional
messages If you spend your time judging the
material you will miss the message Examples
How many times the speaker says ldquoumrdquoWhat the speaker is wearingThe dialect of the speaker
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
CHAPTER 2 LISTENING AND FEEDBACK IN ORGANIZATIONAL RELATIONSHIPS
PowerPoint by Jillian Russell
Communications
ldquoEffective listening is vital for shared meaning and may be one of the most straightforward least expensive ways to increase organizational productivityrdquo
RECALL LISTENING A personrsquos ability to correctly interpret
and remember the content of another personrsquos message
Itrsquos a 4 step Process
Conversation
4-STEP PROCESS TO RECALL LISTENING1 Receiving the message the other person is
communicating to you An act of hearing
2 Attending Focusing on the message with no distractions Bring the message into conscience attention and the background noise fades away
3 Assigning Meaning Your interpretation to what is being said
4 Remembering To store and recall meanings of a conversation
HOW TO BECOME A GOOD LISTENER
Motivate yourself Focus on content and not delivery Defer judgment Take advantage of thought speed Listen for meaning Take notes
MOTIVATE YOURSELF
Find something that triggers your interest
Use the situation to your advantage and learn something new
Search for a message that could help you or your company in the long run
Motivation
FOCUS ON CONTENT NOT DELIVERY Usually turned off by traditional
messages If you spend your time judging the
material you will miss the message Examples
How many times the speaker says ldquoumrdquoWhat the speaker is wearingThe dialect of the speaker
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
ldquoEffective listening is vital for shared meaning and may be one of the most straightforward least expensive ways to increase organizational productivityrdquo
RECALL LISTENING A personrsquos ability to correctly interpret
and remember the content of another personrsquos message
Itrsquos a 4 step Process
Conversation
4-STEP PROCESS TO RECALL LISTENING1 Receiving the message the other person is
communicating to you An act of hearing
2 Attending Focusing on the message with no distractions Bring the message into conscience attention and the background noise fades away
3 Assigning Meaning Your interpretation to what is being said
4 Remembering To store and recall meanings of a conversation
HOW TO BECOME A GOOD LISTENER
Motivate yourself Focus on content and not delivery Defer judgment Take advantage of thought speed Listen for meaning Take notes
MOTIVATE YOURSELF
Find something that triggers your interest
Use the situation to your advantage and learn something new
Search for a message that could help you or your company in the long run
Motivation
FOCUS ON CONTENT NOT DELIVERY Usually turned off by traditional
messages If you spend your time judging the
material you will miss the message Examples
How many times the speaker says ldquoumrdquoWhat the speaker is wearingThe dialect of the speaker
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
RECALL LISTENING A personrsquos ability to correctly interpret
and remember the content of another personrsquos message
Itrsquos a 4 step Process
Conversation
4-STEP PROCESS TO RECALL LISTENING1 Receiving the message the other person is
communicating to you An act of hearing
2 Attending Focusing on the message with no distractions Bring the message into conscience attention and the background noise fades away
3 Assigning Meaning Your interpretation to what is being said
4 Remembering To store and recall meanings of a conversation
HOW TO BECOME A GOOD LISTENER
Motivate yourself Focus on content and not delivery Defer judgment Take advantage of thought speed Listen for meaning Take notes
MOTIVATE YOURSELF
Find something that triggers your interest
Use the situation to your advantage and learn something new
Search for a message that could help you or your company in the long run
Motivation
FOCUS ON CONTENT NOT DELIVERY Usually turned off by traditional
messages If you spend your time judging the
material you will miss the message Examples
How many times the speaker says ldquoumrdquoWhat the speaker is wearingThe dialect of the speaker
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
4-STEP PROCESS TO RECALL LISTENING1 Receiving the message the other person is
communicating to you An act of hearing
2 Attending Focusing on the message with no distractions Bring the message into conscience attention and the background noise fades away
3 Assigning Meaning Your interpretation to what is being said
4 Remembering To store and recall meanings of a conversation
HOW TO BECOME A GOOD LISTENER
Motivate yourself Focus on content and not delivery Defer judgment Take advantage of thought speed Listen for meaning Take notes
MOTIVATE YOURSELF
Find something that triggers your interest
Use the situation to your advantage and learn something new
Search for a message that could help you or your company in the long run
Motivation
FOCUS ON CONTENT NOT DELIVERY Usually turned off by traditional
messages If you spend your time judging the
material you will miss the message Examples
How many times the speaker says ldquoumrdquoWhat the speaker is wearingThe dialect of the speaker
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
HOW TO BECOME A GOOD LISTENER
Motivate yourself Focus on content and not delivery Defer judgment Take advantage of thought speed Listen for meaning Take notes
MOTIVATE YOURSELF
Find something that triggers your interest
Use the situation to your advantage and learn something new
Search for a message that could help you or your company in the long run
Motivation
FOCUS ON CONTENT NOT DELIVERY Usually turned off by traditional
messages If you spend your time judging the
material you will miss the message Examples
How many times the speaker says ldquoumrdquoWhat the speaker is wearingThe dialect of the speaker
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
MOTIVATE YOURSELF
Find something that triggers your interest
Use the situation to your advantage and learn something new
Search for a message that could help you or your company in the long run
Motivation
FOCUS ON CONTENT NOT DELIVERY Usually turned off by traditional
messages If you spend your time judging the
material you will miss the message Examples
How many times the speaker says ldquoumrdquoWhat the speaker is wearingThe dialect of the speaker
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
FOCUS ON CONTENT NOT DELIVERY Usually turned off by traditional
messages If you spend your time judging the
material you will miss the message Examples
How many times the speaker says ldquoumrdquoWhat the speaker is wearingThe dialect of the speaker
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
DEFER JUDGMENT Donrsquot find ways to disagree with the
speaker
Listen to what they have to say first
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
TAKE ADVANTAGE OF THOUGHT SPEED We can think faster than we can talk
4 PatternsSmall mental departuresTangentialPrivate argumentsLarge departure
Education
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
LISTEN FOR MEANING Donrsquot focus on speakers words
Focus on nonverbal cuesVocalsGesturesFacial Expressions
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
TAKE NOTES Shows concern for what the speaker is
saying
Increases your attention to the message
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
EMPATHIC LISTENING ATTITUDE OF ACCEPTANCE Responding positively to what others have to say
Communicated through experiences and emotions
Fully understand the other persons point of view
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
CONFIRMATION A response that accepts the content of the
conversation as well as the experienceemotion the person presents
Direct recognition Nonverbal agreement Agreeing with content Verbal agreement Endorsing the emotionsexperiences Accepts
feelings as reasonable and legitimate
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
REJECTION Type of confirmation
Validates the personrsquos experienceemotional reactions but you disagree with the content of the message
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
DISCONFIRMATION Denies a persons experience or feelings as well as
their self-worth Avoid Involvement Nonverbal Cues Irrelevant Remarks Not listening Imperviousness Lack of concern Disqualification Disparages a persons feelings
Human Communication
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
SUMMARY Whenever we communicate it includes content and
emotions
Empathic listeners respond with confirmation or rejection and avoids disconfirmation
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
REFERENCE DiSanza J and Legge N (2009)
Business and Professional Communication Plans Procedures and Performances Pearson Education Inc
Book
