COMMUNICATING EFFECTIVELY Chapter 4

Communication to me is,………

Effective Communication can,… &total=42&start=0&num=10&so=0&ty pe=search&plindex=9

Sales Communication as a Collaborative Process What’s the difference between “talking at the customer” and “talking with the customer”? Provide an example!

Listening Skills Inventory Exercise How do you measure up?

How Well Do We Listen? People use 1/4 of their listening capacity People use 1/10 of their memory potential People forget 1/2 of what they have heard within eight hours Eventually, people forget 95% of what they have heard unless cued by something later on People usually distort what little they do remember

In-class Exercise – Arco Company

Verbal Communication: Listening

Types of Listening Marginal/Social Listening  Recipients hear the words but are easily distracted and may allow their minds to wander Evaluative/Serious Listening  Listeners are concentrating on what is being said but do not sense what is being communicated nonverbally or through more subtle verbal cues Active Listening  A process in which the listener receives messages, processes them, and responds so as to encourage further communication

SIER Hierarchy of Active Listening Res- ponding Evaluating Interpreting Sensing

Understanding the Superiority of Word Pictures Generate a mental picture in the receiver’s mind. Use words and phrases that convey concrete and detailed meaning. Integrate relevant visual aids into verbal communication. “Tropicana juices are bursting with flavor.” “This new system will increase weekly production by 2,100 units.” “As you can see by this chart....”

Reading and Reacting to Nonverbal Signals Nonverbal signals are processed at a sub- conscious level There are five major nonverbal communication channels  Body Angle  Face  Arms  Hands  Legs

Nonverbal Communication More information is communicated nonverbally than through any other form of communication  Tone of voice and accents  Body language (facial expressions, gestures, and attitudes)  Choice of dress influences nonverbal communication

Nonverbal Communication Facial Expressions Eye Movements Placement and Movements of Hands, Arms, Head, and Legs Body Posture and Orientation Variation in Voice Characteristics  Speaking Rate and Pause Duration  Pitch or Frequency  Intensity and Loudness Proxemics Note page 125, Exhibit 4.8, is a guide only, not always 100% accurate. Face Posture FeetLegs ArmsHands Head

Personal Distance/Proxemics Public Zone: >12 feet Social Zone: feet Personal Zone: 2-4 feet Intimate Zone: 0-2 feet Me You