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Matakuliah Tahun : J0612 - Komunikasi Bisnis : 2010 Pertemuan 2 Listening and Nonverbal Communication Skills Types of Listening Content Critical Empathetic Active The Listening Process Message 1. Receiving 2. Decoding 5. Responding 3. Remembering 4. Evaluating Feedback Barriers to Effective Listening Physical & Psychological Barriers Language Problems Nonverbal Distractions Thought Speed Faking Attention Grandstanding Tips For Becoming An Active Listener • Stop talking • Control your surroundings • Establish a receptive mind-set • Keep an open mind • Listen for main points • Capitalize on lag time • Listen between the lines • Judges ideas, not appearances Nonverbal Communication Roles Complement Verbal Language Reveal Hidden Meanings Convey Information Efficiently Recognizing Nonverbal Communication Facial Expressions Gestures and Posture Vocal Characteristics Personal Appearance Touching Behavior Time and Space Nonverbal Communication (1) • The eyes, face, and body send silent messages. – Eye contact – Facial expression – Posture and gestures • Appearance sends silent messages. – Appearance of business documents – Appearance of people Nonverbal Communication (2) • Time, space, and territory send silent messages. • Time (punctuality and structure of) • Space (arrangement of objects in) • Territory (privacy zones) Nonverbal Communication (3) • An example from the world of Dilbert: Tips For Improving Nonverbal Skills • Establish and maintain eye contact • Use posture to show interest • Improve decoding skills • Probe for more information • Avoid assigning nonverbal meanings out of context • Appreciate the power of appearance Improving Communication with Cross-Culture Audiences • Use simple English. • Speak slowly and enunciate clearly. • Encourage accurate feedback. • Check frequently for comprehension • Observe eye messages • Accept blame. High-Context and Low-Context Cultures High-Context Cultures • Relational • Collectivist • Intuitive • Contemplative Low-Context Cultures • Linear • Individualistic • Logical • Action-oriented High-Context and Low-Context Cultures High Context Japanese Arab Latin American Spanish English Italian French North American Scandinavian German Swiss Low Context Contoh Ibu jari ke atas • Australia : Terserah anda • Jerman : nomor satu • Jepang : nomor lima • Arab Saudi : Saya menang • Ghana : Penghinaan
