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listening and non verbal communication

Transcript

1. CHAPTER 14 Listening and Nonverbal Messages
2. Listening Situations • One-on-one • Small group • Large group Ch 14 - 2
3. Hearing and Listening • Hearing is a physiological process and a passive activity. • Listening is a mental process and involves understanding and retaining the message. Ch 14 - 3
4. The Listening Process • Hearing • Filtering • Interpreting • Responding • Remembering Ch 14 - 4
5. Hearing • A physiological process • A passive activity requiring no conscious effort • A prerequisite for listening Ch 14 - 5
6. Filtering • The elimination of unwanted stimuli • Internal • External • The focus on stimuli of specific interest Ch 14 - 6
7. Interpreting • The listener’s mind assigns meaning to the stimuli. • Nonverbal and verbal cues are considered. • A speaker’s prior comments and actions are considered. Ch 14 - 7
8. Responding • A form of feedback that lets the sender know the message was received and understood • Several types of responses Ch 14 - 8
9. Remembering • Involves recall of information at a later time • Relies on association placed on the stimuli during the interpretation phase Ch 14 - 9
10. Guidelines for Effective Listening •  Concentrate on the message. •  Determine the purpose of the message. •  Keep an open mind. •  Provide feedback. •  Minimize note taking. •  Analyze the total message. •  Do not talk or interrupt. Ch 14 - 10
11. Three Listening Modes • Cautious listening • Skimming • Scanning Ch 14 - 11
12. Barriers to Listening • Anything that interferes with the listening process. • Examples: • Physical distractions • Mental distractions • Health concerns • Nonverbal distractions • Inappropriate timing • Ineffective speech characteristics Ch 14 - 12
13. Advantages of Effective Listening • Builds relationships • Solves problems • Ensures understanding • Resolves conflicts • Improves accuracy Ch 14 - 13
14. Nonverbal Communication • Communicates without words • Provides additional information to use when interpreting what is said © 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch 14 - 14
15. Nonverbal Communication • May be unintentional • May be more honest than a verbal message • Makes, or helps to make, a first impression • Is always present © 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch 14 - 15
16. Types of Nonverbal Communication • Physical appearance •  Written message or the sender • Body language • Space •  Size of an area, proximity, and obstacles • Time •  Amount of time spent and punctuality © 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch 14 - 16