1. Chapter 10.Nonverbal Communication: A Key to Accurate Communication
Objectives:
1.Describe the roles of nonverbal communication
2.Idicate the nonverbal symbols sent in written messages.
3. List nonverbal symbols sent in spoken messages
4. Explain why nonverbal communication is important to you

2. The Roles of Nonverbal Communication
Nonverbal communication is composed of the messages we send without or in addition to words.
We use nonverbal symbols as a means to determine what the senders really feels and the degree of importance the sender attaches to the message and to us.
The receiver interprets messages based on sight and hearing
People base 93 percent of their judgment on nonverbal symbols and 7 percent on spoken words.

3. The Roles of Nonverbal Communication
Reinforcing the verbal message
Contradicting the verbal message
Substituting for the verbal message
Regulating the verbal message

4. Nonverbal Symbols in Differing Cultural and International Settings
Nonverbal symbols differ among cultures
1) late arrival
2) personal space
3) eye contact

5. Nonverbal Symbols in Written Messages
Appearance and correctness of a written document as well as the timeliness of the response send critical nonverbal message and deserve careful attention

6. Nonverbal Symbols in Spoken Messages
Body language: facial expression—reveal people’s feelings and gestures—the use of arms and hands to express an idea of feeling.
Touching: handshake, hugging or backslapping
Space: physical distance between individuals.
Time:
Voice and paralanguage

7. Using Nonverbal Symbol to Establish Your Image
Level of confidence: too much and too little
Friendliness: an effective positive image, be defined as supporting, helping, kindly.
Enthusiasm: an image that can set you form others, contagious.
Sincerity: a critical part of your image.
Appearance: well-groomed have more desirable personality traits.
Body actions:1) eye contact;2)posture

8. Nonverbal Symbols in the Environment
Furnishings and décor are a part of business strategy.
Color establish a mood within an environment.

9. 10.2 Listening : an Important Interpersonal Skill
Objective
Identify the reasons for and the benefit of listening
List the barriers to effective listening
Describe effective listening techniques

10. The Importance of Listening
45 percent of people’s communicating spends on listening, 30 percent is spent speaking , 16 percent , reading, and 9 percent writing.
Manager spends 60 percent working day listening.

11. The listening Process
Listening is the process of hearing and focusing attention to understand and remember an oral message. four stages:
Hearing: a function of the ears.
Focusing attention: concentrating on the speaker and what he or she says.
Understanding means that you can attach meaning to the speaker’s message.
Remembering is essential.

12. Types of listening Two types of listening: casual and active
Casual listening (passive ) is what you do most frequently, associated with conversation and entertainment.
Active listening requires understanding and remembering and has purpose.
Five steps of active listening

13. Reasons for listening
People listen to relax, to obtain information, to express interest, and to discover attitude.

14. Benefit of listening
Listening affects the quality of your relationships with others.
Listening affects the quality of decisions.
Good listening skills are essential for success in business.

15. The nature of listening
Barriers to effective listening
Attitudes about the speaker
Attitudes about the topic
Environmental distractions
Personal barriers
Note-taking techniques

16. Effective listening Techniques
Share the responsibility
1.Focus on the main idea
2.Evaluate the message
3.Provide feedback
· Overcome poor listening habits, page 124
. Listening in specific situation
1.Listening in a small group
2.Listening in a conference setting