1. Listening and Nonverbal Messages
Chapter 14
Listening and Nonverbal Messages
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Business Communication
Krizan, Merrier, Logan, & Williams

2. Learning Objective 1 Distinguish between hearing and listening.
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Business Communication
Krizan, Merrier, Logan, & Williams

3. Hearing and Listening
Hearing is a physiological process and a passive activity.
Listening is a mental process and involves understanding and retaining the message.
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Business Communication
Krizan, Merrier, Logan, & Williams

4. Learning Objective 2
Describe the five elements of the listening process.
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Business Communication
Krizan, Merrier, Logan, & Williams

5. Elements of the Listening Process
Hearing
Filtering
Interpreting
Responding
Remembering
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Business Communication
Krizan, Merrier, Logan, & Williams

6. Learning Objective 3 List the guidelines for effective listening.
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Business Communication
Krizan, Merrier, Logan, & Williams

7. 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.
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Business Communication
Krizan, Merrier, Logan, & Williams

8. Learning Objective 4 Describe barriers to effective listening.
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Business Communication
Krizan, Merrier, Logan, & Williams

9. Barriers to Effective Listening
Physical distractions
Mental distractions
Health concerns
Nonverbal distractions
Inappropriate timing
Ineffective speech characteristics
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Business Communication
Krizan, Merrier, Logan, & Williams

10. Learning Objective 5 Describe the advantages of effective listening.
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Business Communication
Krizan, Merrier, Logan, & Williams

11. Advantages of Effective Listening
Builds relationships
Solves problems
Ensures understanding
Resolves conflicts
Improves accuracy
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Business Communication
Krizan, Merrier, Logan, & Williams

12. Learning Objective 6 Explain the importance of nonverbal messages.
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Business Communication
Krizan, Merrier, Logan, & Williams

13. 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

14. Learning Objective 7
Identify different types of nonverbal messages and discuss their impact on the communication process.
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Business Communication
Krizan, Merrier, Logan, & Williams

15. 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