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Listening
and Nonverbal
Communication
Includes information from Guffey Ch 3
Listening
Discussion:
Communication Matters

The “Cool Hand Luke” Theory of Project
Communication
 Which
of the barriers to effective listening is a
particular challenge for you?
 Which of the techniques listed to improve listening
skills do you think will help you with this challenge?
Misconceptions About Listening
1. Listening is an automatic reflex.
Fact: Listening is a conscious, selective process;
hearing is an involuntary act.
2. Competence in listening develops naturally.
Fact: Untrained people listen at only 25% efficiency
(most practice merely reinforces bad habits).
3. Speakers are able to command listening.
Fact: Speakers cannot make a person really listen.
4. Speakers are totally responsible for communication
success.
Fact: Communication is a two-way street.
Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management
Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
Exhibit 11.3
Listening by Type (Type Reporter Sept 2007)
Old listening to-do list:
•
E
Think about what you're going to
say next
New listening to-do list:
•
Think about what they're saying
•
Think your own thoughts while they •
talk
Ask yourself if you fully understand
what they're telling you
•
Get distracted by connections to
other ideas
•
Stay connected to their words
Get distracted by sights and
sounds
•
Look at them and look interested
•
Tell them your personal experiences
with being treated that way
•
Let them know you understand their
feelings
•
Let them know you need to be
listened to
•
Let them know you understand that
they have a problem
I
N
•
S
•
F
T •
P •
J •
Argue with the way they treat
people or keep your mouth shut for
the sake of peace
Try to talk them out of their feelings
Resent not being listened to
Try to solve their problem
Exercise

Communication Chain
Non Verbal Communicaton
Discussion
Give an example of when a verbal and
nonverbal message disagreed, which
message did you consider to be more
truthful?
 Judging faces

Non-verbal Communication
Body language conveys:
1. How much you like someone
2. How interested you are in their views
3. Relative perceived status
Non-Verbal Communicaiton
93% of communication is non-verbal




Visual (body language)
Tactile (use of touch)
Vocal (tone)
Use of time, space, image
 Arriving
late
 Invading space, office set-up
 Clothing, physical appearance
Impact of cultural differences in non-verbal communication:
Role of Non-Verbal
Communication
Repetition/
complimentary
 Substitution for
verbal/written
 Contradictory

Video: Silent Meeting
Urinal Game
Written Non-Verbal Messages
Method of delivery
 Kind of stationary
 Typeface
 Format
 Technical
correctness
 Accessibility (bullets,
highlighting, etc.)

End