1. Chapter 14 Oral and Nonverbal Communication
Krizan Business Communication ©2005

2. Why is it possible to hear but not to listen?
Chapter 14
Why is it possible to hear but not to listen?
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

3. Krizan Business Communication ©2005
Chapter 14
You hear a sound when your auditory nerves are stimulated by sound waves.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

4. But when you listen, you hear, understand, and remember what was said.
Chapter 14
But when you listen, you hear, understand, and remember what was said.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

5. When verbal and nonverbal messages differ, which should you believe?
Chapter 14
When verbal and nonverbal messages differ, which should you believe?
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

6. Krizan Business Communication ©2005
Chapter 14
When a difference exists, the unconscious, nonverbal messages are usually true.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

7. Krizan Business Communication ©2005
Chapter 14
How can sender solve the problem created by difference in rates of speaking versus listening?
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

8. Sender can promote good listening by
Chapter 14
Sender can promote good listening by
Maintaining eye contact
Asking questions
Gesturing
Organizing presentation cues
Using visual aids
Summarizing
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

9. Krizan Business Communication ©2005
Chapter 14
Remember to
Tell them what you are going to tell them in the Introduction.
Tell them the message in the Body.
Tell them what you have told them in the Summary.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

10. List and explain three different modes of listening to a message.
Chapter 14
List and explain three different modes of listening to a message.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

11. Three modes of listening are
Chapter 14
Three modes of listening are
Cautious
Skimming
Scanning
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

12. Krizan Business Communication ©2005
Chapter 14
Cautious listening—used for understanding and remembering concepts and details.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

13. Skimming listening—used for understanding general concepts.
Chapter 14
Skimming listening—used for understanding general concepts.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

14. Krizan Business Communication ©2005
Chapter 14
Scanning listening—used for concentrating on specific details rather than general concepts.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

15. Define and explain positive nature of receiver feedback.
Chapter 14
Define and explain positive nature of receiver feedback.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

16. Feedback is response to sender.
Chapter 14
Feedback is response to sender.
Sender may give more information as positive feedback is received.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

17. Feedback is asking the sender questions to
Chapter 14
Feedback is asking the sender questions to
Clarify information
Demonstrate interest in subject
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

18. Feedback is paraphrasing of message by receiver.
Chapter 14
Feedback is paraphrasing of message by receiver.
Helps receiver process the information
Tells sender message was understood
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

19. What are four types of nonverbal communication?
Chapter 14
What are four types of nonverbal communication?
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

20. Four types of nonverbal communication are
Chapter 14
Four types of nonverbal communication are
Physical appearance
Body language
Space
Time
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

21. Explain how they effect communication flow.
Chapter 14
Explain how they effect communication flow.
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

22. Physical appearance—influences receiver’s perception of sender’s
Chapter 14
Physical appearance—influences receiver’s perception of sender’s
Socioeconomic status
Credibility
Judgment
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

23. Krizan Business Communication ©2005
Chapter 14
Body language—conveys instant feedback to both message sender and receiver
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

24. Space—physical area people control which influences attitudes
Chapter 14
Space—physical area people control which influences attitudes
Proximity to another person
Obstacles between sender and receiver
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005

25. Krizan Business Communication ©2005
Chapter 14
Time—amount devoted to person or subject transmits nonverbal communication
Chapter 14
Krizan Business Communication ©2005
Krizan Business Communication ©2005