1. BUSINESS COMMUNICATION SECOND CANADIAN EDITION Part I: Foundations of business communication Chapter Two: Mastering the fundamentals Original Slides by Gates Stoner Pima Community College Adapted by Alan T. Orr

2. Objectives of this Chapter Recognize the 4 approaches to speaking Master non-verbal communication skills Follow the 3 stages of the listening process Recognize the 4 approaches to listening 1

3. Aggressiveness Aggressive Passive- Aggressive Dominating Intimidating body language Harsh language Ordering/demanding tone 2

4. Aggressiveness Aggressive Passive- Aggressive Subtle & indirect Conflicting verbal and non- verbal messages Sarcastic remarks Quick to pass judgment 3

5. Assertiveness AssertiveNon-assertive Positive & confident Direct & constructive Encourages others Listens actively Shows sincerity 4

6. Assertiveness AssertiveNon-assertive Passive Soft-spoken Withdrawn Unsure & helpless sounding 5

7. Aggressive vs. Assertive 6

8. Approaches to Speaking Collaborate Be flexible Have self-control Always show respect Fix problems, not blame 7

9. Non-verbal Communication Skills Eye contact Body language Vocal projection Pacing 8

10. Behaviours to Avoid Staring or glaring Glazing over audience Poor posture Crossing arms Mumbling Monotone Speaking too fast/slow Filler words 9

11. Listening Passive listening Selective listening Attentive listening Active listening Listeners are present BUT provide little feedback to the speaker 10

12. Listening Passive listening Selective listening Attentive listening Active listening Listeners only attunes to messages they want to hear They filter out the rest 11

13. Listening Passive listening Selective listening Attentive listening Active listening Listeners are engaged and less judgmental Focused on facts, not emotions 12

14. Listening Passive listening Selective listening Attentive listening Active listening Listeners capture both facts and feelings of the message Focus on speaker Also called “responsive listening” or “reflective listening” 13

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