1. A CTIVE L ISTENING & N ONVERBAL C OMMUNICATION Introduction to Business & Marketing March 3, 2011

2. T ODAY ’ S O BJECTIVES Demonstrate listening and speaking skills important in the workplace. Explain the importance of nonverbal communication in the workplace. Describe the impact of cultural diversity on business communication.

3. E FFECTIVE L ISTENING

4. L ISTENING Active mental process by which a person recognizes, assimilates, assesses, and evaluates what is heard Listening for understanding is one of the most valuable communication skills!

5. B ARRIERS Distractions Noises Conversations Thinking about other things Emotion / Opinion Personal bias against speaker or message Planning a Response

6. A CTIVE L ISTENING Process of giving the sender some type of feedback that indicates the message is being received and understood Give feedback Nod, smile, etc. Engage / Connect Make eye contact Observe other cues Speed, pitch, volume Take notes Give feedback Nod, smile, etc. Engage / Connect Make eye contact Observe other cues Speed, pitch, volume Take notes

7. N ONVERBAL C OMMUNICATION

8. The sending and receiving of messages without using words Includes use of: Body language Physical appearance Pictures / Drawings

10. I MPORTANCE OF E YE C ONTACT In which countries are speakers expected to look at and speak directly to listeners? United States Canada Australia Great Britain Other Western countries

11. I MPORTANCE OF E YE C ONTACT In which countries should speakers show respect by averting their eyes, speaking in soft tones, and approaching their subject indirectly? Asian countries

12. D OES “ NO ” REALLY MEAN “ NO ”? A speaker in Canada who wants to say “no” will simply say “no.” A speaker in Korea who wants to communicate the same message may way, “That might be very difficult.” Both speakers are saying the same thing, but the way the message is communicated reflects cultural differences.

13. C ULTURAL D IVERSITY Business in a Global Environment

14. G LOBAL C ULTURES

15. There are more people who speak English as a foreign language than native speakers 85% 85% of European teens study English Sony, Nokia, Matsushita require managers to speak English

16. Westerners tend to be verbal, Asians value nonverbal communication In the Mideast, Westerners should not show the soles of shoes or pass documents with the left hand In Asian countries, different bows are used for apologies and gratitude, to express different emotions, and in various traditional arts and religious ceremonies. Bowing has been an way to show a respect people for a long time in East Asia

17. M IDDLE E ASTERNER S HOWS S OLES OF S HOES TO P RESIDENT B USH

19. N ONVERBAL … U SING P ICTURES When Nike learned that this stylized “Air” logo resembled “Allah” in Arabic script, it apologized and pulled the shoes from distribution.

22. G ROUP A CTIVITY