Listening and Nonverbal Communication Includes information from Guffey Ch 3

Listening

Discussion: Communication Matters The “Cool Hand Luke” Theory of Project Communication  Which of the barriers to effective listening is a particular challenge for you?  Which of the techniques listed to improve listening skills do you think will help you with this challenge?

Misconceptions About Listening 1.Listening is an automatic reflex. Fact: Listening is a conscious, selective process; hearing is an involuntary act. 2.Competence in listening develops naturally. Fact: Untrained people listen at only 25% efficiency (most practice merely reinforces bad habits). 3.Speakers are able to command listening. Fact: Speakers cannot make a person really listen. 4.Speakers are totally responsible for communication success. Fact: Communication is a two-way street.

Exhibit 11.3 Active Listening Behaviors Source: Based on P.L. Hunsaker, Training in Management Skills (Upper Saddle River, NJ: Prentice Hall, 2001).

Listening by Type (Type Reporter Sept 2007) Old listening to-do list:New listening to-do list: E Think about what you're going to say nextThink about what they're saying I Think your own thoughts while they talk Ask yourself if you fully understand what they're telling you N Get distracted by connections to other ideasStay connected to their words S Get distracted by sights and soundsLook at them and look interested F Argue with the way they treat people or keep your mouth shut for the sake of peace Tell them your personal experiences with being treated that way TTry to talk them out of their feelings Let them know you understand their feelings PResent not being listened to Let them know you need to be listened to JTry to solve their problem Let them know you understand that they have a problem

Exercise Communication Chain

Non Verbal Communicaton

Discussion Give an example of when a verbal and nonverbal message disagreed, which message did you consider to be more truthful? Judging faces

Non-verbal Communication Body language conveys: 1.How much you like someone 2.How interested you are in their views 3.Relative perceived status

Non-Verbal Communicaiton 93% of communication is non-verbal Visual (body language) Tactile (use of touch) Vocal (tone) Use of time, space, image  Arriving late  Invading space, office set-up  Clothing, physical appearance

Impact of cultural differences in non-verbal communication:

Role of Non-Verbal Communication Repetition/ complimentary Substitution for verbal/written Contradictory Video: Silent Meeting Urinal Game

Written Non-Verbal Messages Method of delivery Kind of stationary Typeface Format Technical correctness Accessibility (bullets, highlighting, etc.)

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