Interpersonal Communication Skills Receiving Verbal and Nonverbal Messages
Interpersonal Communication Skills Receiving Verbal and Nonverbal Messages: Finetuning Your Reception
Today’s Menu Quiz l Activities l Discussion of Listening Skills l Discussion of Nonverbal Skills l A 3 -- Listening Exercise due next Tuesday l £ pick pairs
Intro. Exercise #1 State your: l Name l Favorite Color
Perception Exercise
Perception Exercise What do you see? l Do you see what others see? l Do you hear what others hear? l
When is Listening Important?
Listening is Important in: l Life l Business l Marketing
Is Listening Easy? “We were given two ears but only one mouth. . . listening is twice as hard as talking. ” “The only easy listening is on the radio. ”
Are you a good listener? l Research shows: £ Immediately ½ after the average person has listened to someone talk, he remembers only about half of what he has heard – no matter how carefully he thought he was listening
Listening is a Skill l l It can be learned It can be improved
CARESS Model l l l Concentrate Acknowledge Research Emotional Control Sense Nonverbals Structure
Concentrate Focus attention on speaker l Eliminate distractions l £ physical & mental Mentally paraphrase what is being said l Maintain eye contact with speaker l Take a deep breath before you interrupt l
Acknowledge Eye contact l Verbal responses l Acknowledging gestures l Ask questions or restate point to clarify your understanding l
Research l l Gain knowledge about topic ahead of time While listening gain further knowledge by asking questions £ making clarifying statements £ l Use empathy statements to get people to open up
Exercising Emotional Control l l Be aware of your biases & emotions Redirect your negative reactions pause £ find common ground £ visualize calm £
Sense the Nonverbal Message l Be aware of different nonverbal signals the speaker is sending £ Nervous? £ Confident? £ Bored? £ Irritated? l Get a baseline
Structure l Take written or mental notes of main ideas £ l l index or organize Listen for order of priority - sequence Make comparisons facts vs. opinions £ pros vs. cons £ consistency £
Pro/Con Exercise Complete handout individually l Pair up with stranger l Discuss a mutually important topic on which you have conflicting views l
"When you speak, you can't listen. When you don't listen, you can't learn. "
But Listening is Only Part. . . Messages are received verbally and nonverbally -- some say that 90% of a message is received nonverbally message Verbal 10% Nonverbal 90%
Nonverbal Communication
Types of Non. Verbal Behavior Kinesics l Occulesics l Vocalics l Proxemics l Haptics l Olfactics l
Gestures Head movement l Hand arm movement l Signals l
Posture Sitting or standing? l Slouched or erect? l Crossed legs or arms? l Leaning toward or away? l
Facial Expression Smiles l Frowns l Furrowed brow l Clenched jaws l
Eyes Avoiding or maintaining eye contact? l Raised eyebrows -- one or two? l Blinking l Staring l Squinting l Dilated pupils l
Hands Hand shakes l Open or clenched hands? l Drumming fingers l Cracking knuckles l
Voice Pitch l Speed l Volume l Clearing throat l
Proximity Are you close or far? l Listening zones l Intimate = 0 -2 ft. £ Personal = 2 -4 ft. £ Social = 4 -12 ft. £ Public = beyond 12 ft. £
“Listening” to Nonverbals Get a baseline l Read gestures together l Different cultural norms l
Listening Assignment Due Tuesday l Instructions for Assignment 2 are on the Web Page l £ Pair up with someone £ Use readings and CARESS model to reflect upon your listening experience £ Describe specific ways that you worked to improve your own listening
Resources l l l Courses Websites Books
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