Listening and Nonverbal Messages Chapter 14 Listening and Nonverbal Messages Student slides Business Communication Krizan, Merrier, Logan, & Williams
Learning Objective 1 Distinguish between hearing and listening. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Hearing and Listening Hearing is a physiological process and a passive activity. Listening is a mental process and involves understanding and retaining the message. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Learning Objective 2 Describe the five elements of the listening process. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Elements of the Listening Process Hearing Filtering Interpreting Responding Remembering Student slides Business Communication Krizan, Merrier, Logan, & Williams
Learning Objective 3 List the guidelines for effective listening. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Guidelines for Effective Listening Concentrate on the message. Determine the purpose of the message. Keep an open mind. Provide feedback. Minimize note taking. Analyze the total message. Do not talk or interrupt. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Learning Objective 4 Describe barriers to effective listening. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Barriers to Effective Listening Physical distractions Mental distractions Health concerns Nonverbal distractions Inappropriate timing Ineffective speech characteristics Student slides Business Communication Krizan, Merrier, Logan, & Williams
Learning Objective 5 Describe the advantages of effective listening. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Advantages of Effective Listening Builds relationships Solves problems Ensures understanding Resolves conflicts Improves accuracy Student slides Business Communication Krizan, Merrier, Logan, & Williams
Learning Objective 6 Explain the importance of nonverbal messages. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Importance of Nonverbal Messages The sender may be unaware a nonverbal message is being sent. Nonverbal messages are usually unplanned. The receiver may form a frozen evaluation of the sender based on the nonverbal message. Nonverbal communication is always present. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Learning Objective 7 Identify different types of nonverbal messages and discuss their impact on the communication process. Student slides Business Communication Krizan, Merrier, Logan, & Williams
Nonverbal Communication Considerations Physical appearance Written message or the sender Body language Space Size of an area, proximity to another, and obstacles Time Amount of time spent and punctuality Student slides Business Communication Krizan, Merrier, Logan, & Williams