Lecture2 Verbal and Nonverbal Communication Active Listening Communication

Lecture#2 Verbal and Non-verbal Communication, Active Listening, Communication Barriers Essentials of Business Communication, Asian Edition Ch. 1– 1

We have discussed…… • Communication is to give signals or messages through sounds, gesture or written symbols • Communication is to Understand intended meaning • Communication is life blood of every organization • It helps you anticipate problems, make decisions, coordinate work flow Essentials of Business Communication, Asian Edition

We have discussed…… • Communicating with culturally diverse Work Force • Organizations make sure that communication inside and outside the company are open, honest and clear • Your communication skills determine your success • Internal communication: Information may travel up, down or across an organization’s formal hierarchy: Upward, downward and horizontal communication • External Communication • Goals of communication • The process of communication Business medium Communication, Asian Edition • Essentials Oral andofwritten

Verbal and Non-verbal Communication • Verbal • 1. Oral • 2. Written Non-verbal • Sign language • Visual sign • Audio sign • Body-language Essentials of Business Communication, Asian Edition

Verbal Techniques: • Active listening • Clarification • Summarization • Allowing Silence • Stating the Obvious • Personalized Statements • "Mind-Reading" (i. e. , insight) • Sharing Feelings Essentials of Business Communication, Asian Edition

Barriers to Effective Listening • Physical barriers—hearing disabilities, noisy surroundings • Psychological barriers—tuning out ideas that counter our values • Language problems—unfamiliar or charged words • Nonverbal distractions—clothing, mannerisms, appearance Essentials of Business Communication, Asian Edition Ch. 1– 6

Barriers to Effective Listening • Thought speed—our minds process thoughts faster than speakers express them • Faking attention—pretending to listen • Grandstanding—talking all the time or listening only for the next pause Essentials of Business Communication, Asian Edition Ch. 1– 7

Ten Misconceptions About Listening • Listening is a matter of intelligence. • Fact: Careful listening is a learned behavior. • Speaking is more important than listening in the communication process. • Fact: Speaking and listening are equally important. Essentials of Business Communication, Asian Edition Ch. 1– 8

Ten Misconceptions About Listening • Listening is easy and requires little energy. • Fact: Active listeners undergo the same physiological changes as a person jogging. • Listening and hearing are the same process. • Fact: Listening is a conscious, selective process. Hearing is an involuntary act. Essentials of Business Communication, Asian Edition Ch. 1– 9

Ten Misconceptions About Listening • Speakers are able to command listening. • Fact: Speakers cannot make a person actually listen. • Hearing ability determines listening ability. • Fact: Listening happens mentally—between the ears. Essentials of Business Communication, Asian Edition Ch. 1– 10

Ten Misconceptions About Listening • Speakers are totally responsible for communication success. • Fact: Communication is a two-way street. • Listening is only a matter of understanding a speaker’s words. • Fact: Nonverbal signals also help listeners gain understanding. Essentials of Business Communication, Asian Edition Ch. 1– 11

Ten Misconceptions About Listening • Daily practice eliminates the need for listening training. • Fact: Without effective listening training, most practice merely reinforces negative behaviors. • Competence in listening develops naturally. • Fact: Untrained people listen at only 25 percent efficiency. Essentials of Business Communication, Asian Edition Ch. 1– 12

Tips for Becoming an Active Listener • • • Stop talking. Control your surroundings. Establish a receptive mind-set. Listen for main points. Capitalize on lag time. Listen between the lines. Essentials of Business Communication, Asian Edition Ch. 1– 13

Tips for Becoming an Active Listener • • Judge ideas, not appearances. Hold your fire. Take selective notes. Provide feedback. Essentials of Business Communication, Asian Edition Ch. 1– 14

Barriers to effective communication: Ø Filtering - Intentionally manipulating information. Ø Selective perception - Selectively seeing and hearing based on one's needs, motivation, experience, background, and other personal characteristics Ø Emotions - How the receiver feels at the time Ø Words - Words mean different things to different people (age, education, and cultural background) Essentials of Business Communication, Asian Edition Ø

Barriers to effective communication: Ø Information overload - Too much information into the brain at one time (Crime scenes-cannot remember what happened) Ø Nonverbal signs - When nonverbal cues are inconsistent with the oral message, i. e. , conflicting signals Ø Time pressures - Trying to communicate in a short amount of time which results in messages that are abbreviated and the meaning of the message is not fully sent. Essentials of Business Communication, Asian Edition Ch. 1– 16

Overcoming Communication Barriers between people • Sender & receiver must share similar meanings for words, gestures, tone & other symbols • Differences in Perception • Perception is our individual interpretation of the world around us. • No 2 perceptions of about the world are alike because each mind absorbs experiences in one’s unique/personal way • Perceptual barriers difficult to overcome • Try to predict how your message will be received • Shape the message accordingly • Try not to apply the same solution to every problem, but look for solutions to fit specific problems • Your message should have meaning for audience Essentials of Business Communication, Asian Edition

Overcoming Barriers to Improve Communication • Five important traits of good communicators: • Perception: able to predict how you will receive their message. Anticipate your reaction and shape message accordingly • Precision: They create a “meeting of the minds” • Credibility: they are believable. You have faith in the substance of their message. • Control: they shape your response. Depending on your purpose, they can make you laugh or cry, change you mind or take action • Congeniality: maintain friendly, pleasant relationship with you. Regardless of whether you agree with them, good communicators command your respect & goodwill. Essentials of Business Communication, Asian Edition

Nonverbal Communication • The eyes, face, and body send silent messages. • Eye contact • Facial expression • Posture and gestures • Appearance sends silent messages. • Appearance of business documents • Appearance of people Essentials of Business Communication, Asian Edition Ch. 1– 19

Nonverbal Communication • Time, space, Smell and touch send silent messages • Time (punctuality and structure)- Culturally specific • Space (arrangement of objects)- culture • Silence (privacy zones) • Smell and Touch Essentials of Business Communication, Asian Edition Ch. 1– 20

Tips for Improving Your Nonverbal Skills • • • Establish and maintain eye contact. Use posture to show interest. Improve your decoding skills. Probe for more information. Avoid assigning nonverbal meanings out of context. Essentials of Business Communication, Asian Edition Ch. 1– 21

Tips for Improving Your Nonverbal Skills • • Associate with people from diverse cultures. Appreciate the power of appearance. Observe yourself on videotape. Enlist friends and family. Essentials of Business Communication, Asian Edition Ch. 1– 22

Culture and Communication Good communication demands special sensitivity and skills when communicators are from different cultures. Essentials of Business Communication, Asian Edition Ch. 1– 23

Recapitulation • Verbal and Non-verbal Communication • Verbal Techniques like active listening, clarification, summarization, allowing silence, stating the obvious and personalized statements are essential for effective communication • Barriers to Effective Listening: Physical barriers, Psychological barriers, Language problems, Thought speed, Faking attention • Ten Misconceptions About Listening • Tips for Becoming an Active Listener Essentials of Business Communication, Asian Edition Ch. 1– 24

Recapitulation Ø Barriers to effective communication: Filtering, selective perception, emotions, words, information overload, nonverbal signs and time pressures Ø Overcoming communication barriers: Communication Barriers between people and differences in Perception Ø Important traits of good communicators: Perception, Precision, Control, Congeniality and goodwill Ø Nonverbal communication: The eyes, face, and body send silent messages Ø Tips for improving your nonverbal skills Ø culture and communication Essentials of Business Communication, Asian Edition Ch. 1– 25

Thank You Essentials of Business Communication, Asian Edition Ch. 1– 26