1. 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.

2. 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.

3. 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.

4. 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)

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

6. 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.

7. 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

8. 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)

9. 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

10. 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

11. 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:// training
“What is non-verbal communication?”, Arina's Self Help Blog, Retrieved November 10th, 2011, fromhttp://
“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://
“What is listening?”, Air University, Retrieved November 10th, 2011, fromhttp://
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://
“Encyclopedia of business and finance”, Enotes, Retrieved November 10th, 2011, fromhttp://
Wikipedia,

12. 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 .