Nonverbal communication & Workplace listening ~ CHAPTER 03 1.Talk about what is active listening. 2. In active listening, the expression of the listener and feeling of the speaker is as important as the listening itself.

How to be a good listener at your workplace! ACTIVE LISTENING 101 1.Talk about what is active listening. 2. In active listening, the expression of the listener and feeling of the speaker is as important as the listening itself.

The Listening Process PERCEPTION INTERPRETATION EVALUATION ACTION AVOID PSEUDO LISTENING INTERPRETATION FRAME OF REFERENCE EVALUATION BE OBJECTIVE ACTION THE IMPORTANCE OF FEEDBACK 1. Brief introduce four main stages of listening process. 2. Go through the list. (Read out) 3. Lead into the next slides which looks at the each step separately.

Types of workplace listening LISTENING TO SUPERIORS FOCUS TOTALLY ON THE SPEAKER LISTENING TO COLLEAGUES USE LISTENING TECHNIQUES DAMPENING REDIRECTING REFLECTING LISTENING TO CUSTOMERS Now, move on to new subject, types of workplace listening. Make sure to grab the audience’s attention and make sure they know I’m talking about a new subject. Go through the list briefly. (Read out)

BARRIERS TO LISTENING MENTAL BARRIERS PHYSICAL BARRIERS INATTENTION PREJUDGEMENT FRAME OF REFERENCE PHYSICAL BARRIERS HEARING IMPAIRMENT PREJUDGING FRAME OF REFRENCE

How to improve your workplace listening? CONTROL DISTRACTIONS! DON’T INTERRUPT! IDENTIFY IMPORTANT FACTS! SEPARATE FACTS FROM OPINIONS! ASK CLARIFYING QUESTIONS! TAKE NOTES TO ENSURE RETENTION! BE AWARE OF GENDER DIFFERENCES! 1. Finally, talk about few key points on how to better at workplace listening. 2. Go through the list. 3. Then, say these tips will help your overall work experience.

NON VERBAL COMMUNICATION CAN BE USED TO : COMPLIMENT AND ILLUSTRATE REINFORCE AND ACCENTUATE REPLACE AND SUBSTITUTE CONTROL AND REGULATE CONTRADICT Non verbal communication represent every message that are exchange between two people without talking or writing. It can be used to : Compliment and illustrate Reinforce and regulate Replace and substitute Control and regulate Contradict When Verbal communication and non verbal communication are disagreeing, non verbal is the most trustworthy METTRE UN EXEMPLE POUR CHAQUE

Forms of Non Verbal Communication EYE CONTACT FACIAL EXPRESSION POSTURE AND GESTURE TIME SPACE TERRITORY APPEARANCE (OF PEOPLE AND DOCUMENTS) There is few different forms of non verbal communication EYE CONTACT : we tend to have less confidence in those who cannot maintain eye contact. FACIAL EXPRESSION : can express fear, happiness, sadness or anger… etc POSTURE AND GESTURE : Erect posture sends a message of confidence, competence, diligence and strengh TIME : Sharing your time shows respect and being late doesn’t SPACE : The way your organize your personal space can tell a lot about TERRITORY APPEARANCE (OF PERSONS AND DOCUMENTS)

Improve your non verbal communication skills COMMUNICATION BETWEEN PEOPLE IS MORE THAN 50% NONVERBAL, THEREFORE, WE SHOULD MAKE SURE WE ARE NOT UNINTENTIONALLY SENDING OUT AND READING THE WRONG MESSAGES IMPROVE YOUR COMMUNICATIONS SKILLS IMPROVE YOUR DECODING SKILLS Maintain a direct but not prolonged eye contact Express warm with frequent smile Convey self-confidence with erect stance Suggest accessibility with open-palm gestures Be on time ; use time judiciously Maintain neat, functional work areas Use closeness to reduce status differences Be appropriately dressed

MATCH THE EXAMPLE WITH THE RIGHT WORD : DON’T BE LATE TIME MAINTAIN NEAT, FUNCTIONAL AREA FACIAL EXPRESSION MAINTAIN DIRECT EYE CONTACT POSTURE AND GESTURE EXPRESS WARMTH THROUGH SMILE EYE CONTACT CONVEY SELF CONFIDENCE WITH STANCE SPACE USE CLOSENESS TO SHOW WARMTH APPEARANCE BE WELL GROOMED TERRITORY

BIBLIOGRAPHY Guffey, M. E., Rhodes, K., & Rogin, P. (2010). Business communication: Process and product. Toronto : 3rd brief Canadian edition. “Theatrical Techniques for business training”, Public Speaking International, Retrieved November 10th, 2011, fromhttp://www.publicspeakinginternational.com/theatrical-techniques-for-business- training “What is non-verbal communication?”, Arina's Self Help Blog, Retrieved November 10th, 2011, fromhttp://www.arinanikitina.com/what-is-non-verbal-communication.html “Nonverbal Communication”, Helpguide.org, Retrieved November 10th, 2011, fromhttp://helpguide.org/mental/eq6_nonverbal_communication.htm “Effective listening”, Wright State University, Retrieved November 10th, 2011, fromhttp://www.wright.edu/~scott.williams/skills/listening.htm#Why%20Effective%20Listening “What is listening?”, Air University, Retrieved November 10th, 2011, fromhttp://www.au.af.mil/au/awc/awcgate/kline-listen/b10ch4.htm Dawn Rosenberg McKay, “Now pay attention”, About.com, Retrieved November 10th, 2011, fromhttp://careerplanning.about.com/cs/miscskills/a/listening_skill.htm “Workplace listening”, Speedupcareer.com, Retrieved November 10th, 2011, fromhttp://www.speedupcareer.com/articles/workplace-listening.html “Encyclopedia of business and finance”, Enotes, Retrieved November 10th, 2011, fromhttp://www.enotes.com/business-finance-encyclopedia/listening-skills-business Wikipedia,http://en.wikipedia.org/wiki/Wikipedia_talk:Articles_for_creation/Nonverbal_Communication_%26_Workplace_Listening

NONVERBAL COMMUNICATION & LISTENING SKILLS WEBSITES ZENOME – CHAPTER 03 NONVERBAL COMMUNICATION & LISTENING SKILLS WEBSITES THIS PAGE CONTAIN EVERY SITE AND INFORMATIONS CONCERNING THE CHAPTER 03 OF THE ‘BUSINESS COMMUNICATION PROGRESS AND PRODUCT’ BOOK .http://www.zenome.com/directory/index.php?parentID=007.063.003&desc=03-