Chapter 10.Nonverbal Communication: A Key to Accurate Communication

Objectives:1.Describe the roles of nonverbal communication2.Idicate the nonverbal symbols sent in written messages.3. List nonverbal symbols sent in spoken messages4. Explain why nonverbal communication is important to you

The Roles of Nonverbal Communication

Nonverbal communication is composed of the messages we send without or in addition to words.

We use nonverbal symbols as a means to determine what the senders really feels and the degree of importance the sender attaches to the message and to us.

The receiver interprets messages based on sight and hearing

People base 93 percent of their judgment on nonverbal symbols and 7 percent on spoken words.

The Roles of Nonverbal Communication

1. Reinforcing the verbal message

2. Contradicting the verbal message

3. Substituting for the verbal message

4. Regulating the verbal message

Nonverbal Symbols in Differing Cultural and International Settings

Nonverbal symbols differ among cultures 1) late arrival 2) personal space 3) eye contact

Nonverbal Symbols in Written Messages

Appearance and correctness of a written document as well as the timeliness of the response send critical nonverbal message and deserve careful attention

Nonverbal Symbols in Spoken Messages

Body language: facial expression—reveal people’s feelings and gestures—the use of arms and hands to express an idea of feeling.

Touching: handshake, hugging or backslapping Space: physical distance between individuals. Time: Voice and paralanguage

Using Nonverbal Symbol to Establish Your Image

Level of confidence: too much and too little Friendliness: an effective positive image, be

defined as supporting, helping, kindly. Enthusiasm: an image that can set you form

others, contagious. Sincerity: a critical part of your image. Appearance: well-groomed have more

desirable personality traits. Body actions:1) eye contact;2)posture

Nonverbal Symbols in the Environment

Furnishings and décor are a part of business strategy.

Color establish a mood within an environment.

10.2 Listening : an Important Interpersonal Skill

Objective

1) Identify the reasons for and the benefit of listening

2) List the barriers to effective listening

3) Describe effective listening techniques

The Importance of Listening

45 percent of people’s communicating spends on listening, 30 percent is spent speaking , 16 percent , reading, and 9 percent writing.

Manager spends 60 percent working day listening.

The listening Process

Listening is the process of hearing and focusing attention to understand and remember an oral message. four stages:

1. Hearing: a function of the ears.

2. Focusing attention: concentrating on the speaker and what he or she says.

3. Understanding means that you can attach meaning to the speaker’s message.

4. Remembering is essential.

Types of listening

Two types of listening: casual and active Casual listening (passive ) is what you do

most frequently, associated with conversation and entertainment.

Active listening requires understanding and remembering and has purpose.

Five steps of active listening

Reasons for listening

People listen to relax, to obtain information, to express interest, and to discover attitude.

Benefit of listening

Listening affects the quality of your relationships with others.

Listening affects the quality of decisions. Good listening skills are essential for

success in business.

The nature of listening

Barriers to effective listening

1. Attitudes about the speaker

2. Attitudes about the topic

3. Environmental distractions

4. Personal barriers

5. Note-taking techniques

Effective listening Techniques

Share the responsibility1.Focus on the main idea2.Evaluate the message3.Provide feedback· Overcome poor listening habits, page 124. Listening in specific situation1.Listening in a small group2.Listening in a conference setting