Listening skills Nonverbal Communication Trent Global College of

+ Listening skills & Non-verbal Communication Trent Global College of Technology and Management Diploma in Built Environment Studies FBE 01 English for Communication

+ Listening Skills Leads to: § Better customer satisfaction § Greater productivity § Fewer mistakes § Sharing of information § More creative and innovative work

+ Listening skills n Mental n Focus and physical effor and concentration n Listening is not a passive process

+ Listening skills n Mental n Focus and physical effort and concentration n Listening is not a passive process

+ Active Listening n Remain neutral and non-judgemental n Do not be tempted to jump in with questions or comments n Show verbal and non-verbal signs of listening

+ Non-verbal Signs of Active Listening n Smile n Eye contact n Posture n Mirroring n Non distraction

+ Verbal signs of Active Listening n Positive reinforcement n Remembering n Questioning n Reflection n Clarification n Summarisation

+ Non-verbal communication n Facial n Eye expressions, postures & gestures contact n Touch n Proximity interact and distance between people as they n Punctuality n Paralinguistics n Physical – pitch, speed, volume, pauses appearance

+ Body Language n Eye contact n Handshake n Sitting posture n Gestures n Facial expression