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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 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 Aggressiveness Aggressive • Dominating • Intimidating body language • Harsh language • Ordering/demanding tone PassiveAggressive 2 Aggressiveness Aggressive • Subtle & indirect • Conflicting verbal and nonverbal messages • Sarcastic remarks • Quick to pass judgment PassiveAggressive 3 Assertiveness Assertive • Positive & confident • Direct & constructive • Encourages others • Listens actively • Shows sincerity Non-assertive 4 Assertiveness Assertive • Passive • Soft-spoken • Withdrawn • Unsure & helpless sounding Non-assertive 5 Aggressive vs. Assertive Aggressive Assertive Blunt Direct Harsh tone in conflicts Firm tone in conflicts Blames & browbeats in conflicts Collaborates in conflicts Pushes own way Speaks up, yet hears others One-way conversation flow Two-way conversation flow 6 Approaches to Speaking • • • • Collaborate Be flexible Have self-control Always show respect • Fix problems, not blame 7 Non-verbal Communication Skills • Eye contact • Body language • Vocal projection • Pacing 8 Behaviours to Avoid • Staring or glaring • Glazing over audience • Poor posture • Crossing arms • Mumbling • Monotone • Speaking too fast/slow • Filler words 9 Listening Passive listening Selective listening • Listeners are present • BUT provide little feedback to the speaker Attentive listening Active listening 10 Listening Passive listening Selective listening Attentive listening Active listening • Listeners only attunes to messages they want to hear • They filter out the rest 11 Listening Passive listening Selective listening Attentive listening • Listeners are engaged and less judgmental • Focused on facts, not emotions Active listening 12 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 Copyright Notice Copyright © 2013 John Wiley & Sons Canada, Ltd. All rights reserved. Reproduction or translation of this work beyond that permitted by Access Copyright (The Canadian Copyright Licensing Agency) is unlawful. Requests for further information should be addressed to the Permissions Department, John Wiley & Sons Canada, Ltd. The purchaser may make back-up copies for his or her own use only and not for distribution or resale. The author and the publisher assume no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information contained herein. All clipart and photos courtesy of Microsoft.com
