Chapter 10.Nonverbal Communication: A Key to Accurate Communication Objectives: 1.Describe the roles of nonverbal communication 2.Idicate the nonverbal symbols sent in written messages. 3. List nonverbal symbols sent in spoken messages 4. Explain why nonverbal communication is important to you

The Roles of Nonverbal Communication Nonverbal communication is composed of the messages we send without or in addition to words. We use nonverbal symbols as a means to determine what the senders really feels and the degree of importance the sender attaches to the message and to us. The receiver interprets messages based on sight and hearing People base 93 percent of their judgment on nonverbal symbols and 7 percent on spoken words.

The Roles of Nonverbal Communication Reinforcing the verbal message Contradicting the verbal message Substituting for the verbal message Regulating the verbal message

Nonverbal Symbols in Differing Cultural and International Settings Nonverbal symbols differ among cultures 1) late arrival 2) personal space 3) eye contact

Nonverbal Symbols in Written Messages Appearance and correctness of a written document as well as the timeliness of the response send critical nonverbal message and deserve careful attention

Nonverbal Symbols in Spoken Messages Body language: facial expression—reveal people’s feelings and gestures—the use of arms and hands to express an idea of feeling. Touching: handshake, hugging or backslapping Space: physical distance between individuals. Time: Voice and paralanguage

Using Nonverbal Symbol to Establish Your Image Level of confidence: too much and too little Friendliness: an effective positive image, be defined as supporting, helping, kindly. Enthusiasm: an image that can set you form others, contagious. Sincerity: a critical part of your image. Appearance: well-groomed have more desirable personality traits. Body actions:1) eye contact;2)posture

Nonverbal Symbols in the Environment Furnishings and décor are a part of business strategy. Color establish a mood within an environment.

10.2 Listening : an Important Interpersonal Skill Objective Identify the reasons for and the benefit of listening List the barriers to effective listening Describe effective listening techniques

The Importance of Listening 45 percent of people’s communicating spends on listening, 30 percent is spent speaking , 16 percent , reading, and 9 percent writing. Manager spends 60 percent working day listening.

The listening Process Listening is the process of hearing and focusing attention to understand and remember an oral message. four stages: Hearing: a function of the ears. Focusing attention: concentrating on the speaker and what he or she says. Understanding means that you can attach meaning to the speaker’s message. Remembering is essential.

Types of listening Two types of listening: casual and active Casual listening (passive ) is what you do most frequently, associated with conversation and entertainment. Active listening requires understanding and remembering and has purpose. Five steps of active listening

Reasons for listening People listen to relax, to obtain information, to express interest, and to discover attitude.

Benefit of listening Listening affects the quality of your relationships with others. Listening affects the quality of decisions. Good listening skills are essential for success in business.

The nature of listening Barriers to effective listening Attitudes about the speaker Attitudes about the topic Environmental distractions Personal barriers Note-taking techniques

Effective listening Techniques Share the responsibility 1.Focus on the main idea 2.Evaluate the message 3.Provide feedback · Overcome poor listening habits, page 124 . Listening in specific situation 1.Listening in a small group 2.Listening in a conference setting