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Business Communication Chapter 3 Nonverbal Communication and Teamwork Copyright 2010 South-Western Cengage Learning Chapter 3.1 Nonverbal Communication SWBAT: Describe the roles of nonverbal communication Indicate the nonverbal symbols sent in written messages List nonverbal symbols sent in spoken messages Identify nonverbal symbols that affect a person’s image 2 The Roles of Nonverbal Communication Nonverbal communication- composed of the messages sent without or in addition to words 3.1 Nonverbal Communication Nonverbal symbols, such as a smile, can 3 reinforce verbal symbols. The Roles of Nonverbal Communication Reinforcing a verbal message Contradicting a verbal message Substituting for a verbal message Regulating a verbal message 3.1 Nonverbal Communication Nonverbal symbols, such as a smile, can 4 reinforce verbal symbols. Nonverbal Symbols Personal Space- the nearby area around a person or the area the person considers his or hers In written messages In spoken messages Body language Gesture- the use of your arms and hands to express an idea or feeling Touching 5 Nonverbal Symbols (cont’d) Personal space Time Paralanguage- the nonverbal symbols that accompany a verbal message and reveal the difference between what is said and how it said. 6 Nonverbal Symbols and Your Image Level of confidence Self Confidence- belief in yourself and your abilities Too much self-confidence Too little self-confidence Friendliness- being supportive, helpful, or kind Enthusiasm- showing excitement or a lively interest Sincerity- being open and genuine or earnest Eye contact and posture- the way you stand or sit Appearance 3.1 Nonverbal Communication 7 Nonverbal Symbols in the Environment Furnishings and décor Arrangement of tables and chairs Lighting Room temperature Noise or sounds Use of color 3.1 Nonverbal Communication 8 Reading for Comprehension Reading comprehension: understanding what you have read To overcome internal barriers when reading: Clear your mind of distracting thoughts Attempt to ignore tiredness or physical discomforts Be open to new ideas Avoid letting biases prevent you from considering other viewpoints 3.1 Nonverbal Communication 9 Chapter 3.2 What are the four main types of communication? Reading Writing Speaking Listening Of these, which is the most common? Right on! Listening Most people spend half of their waking time communicating – much of this time is spent listening 10 Chapter 3.2 – Listening Skills SWBAT: Explain the listening process Identify types of listening and describe the reasons for which they are used List barriers to effective listening Describe effective listening techniques 11 The Listening Process – pg 79 Hearing Focusing attention Understanding Remembering 3.2 Listening Skills 12 Types of Listening Casual listening- hearing and understanding a message but not trying to remember the message in the long term Active listening- hearing and trying to understand and remember a message Informative listening- used to obtain specific information or understand a message 3.2 Listening Skills Casual listening is relaxed and involves 13 little energy or effort. Types of Listening Evaluative listening- involves judging the importance or accuracy of what a speaker is saying. Emphatic listening- trying to understand the speaker’s point of view, attitudes, and emotions Reflective listening- understanding and restating the speaker’s message. 3.2 Listening Skills Casual listening is relaxed and involves 14 little energy or effort. Barriers to Effective Listening Attitudes about the speaker or topic Prejudices or opinions Assumptions Distractions Physical discomfort Divided focus 3.2 Listening Skills 15 Listening Effectively Share the responsibility Focus on the main idea Evaluate the message Provide feedback Take notes Overcome poor listening habits Listening in specific situations Small groups Conference settings 3.2 Listening Skills 16 ILA ILA: International Listening Association Questions 1. When was ILA formed? 2. In what areas do members of the ILA work? 3. What are some activities of the ILA? school.cengage.com/bcomm/buscomm 3.2 Listening Skills 17 Chapter 3.3 Teamwork SWBAT: Identify types of workplace relationships and discuss roles in them Describe various types of teams and roles of team members Describe advantages and disadvantages to using workplace teams Describe techniques for working effectively in teams 18 Workplace Relationships Employee and manager relationships Coworker relationships Conflict- a disagreement or quarrel Customer relationships 3.3 Teamwork Be fair and honest in your dealings with customers. 19 Resolving Conflicts Listen and talk with coworkers Identify the underlying cause of the conflict Focus on issues or behaviors, not on people Think objectively Be willing to admit your mistakes and apologize Avoid assigning blame Do your part to make the proposed solution work 3.3 Teamwork 20 Workplace Teams Teamwork- two or more people acting together to achieve a goal Special teams Advantages of teams Disadvantages of teams Synergy- allows the team to be more creative and productive than individuals would be working separately. Virtual teams- one with members who do not share a physical workspace They work together using communications technology – like phone, e-mail, video conferencing etc. Working Effectively in Teams Team roles Leader Challenger Doer Thinker Supporter Recorder Learning to work together 3.3 Teamwork 22 Guidelines for Team Success Identify the goals and determine tasks Identify resources Assign duties Communicate regularly Resolve conflicts Brainstorm ideas Evaluate procedures Celebrate success 3.3 Teamwork 23 Leadership Leadership- providing guidance and inducing others to act Important for managers and other employees Career-related student organizations help build leadership skills 3.3 Teamwork 24 Problem-Solving Steps Identify the problem Describe effects of the problem Brainstorm solutions Evaluate the possible solutions Test the selected solution Evaluate the results Brainstorming is generating ideas or possible solutions for a problem. 3.3 Teamwork 25 Standout Team Members Focus on the team’s goals Are reliable and responsible Contribute ideas and opinions Find roles to fill Are supportive of team members Keep the team’s affairs confidential Do not take criticism personally 3.3 Teamwork 26 Group Activity Once in your assigned groups, complete “A” on page 97. 27 Vocabulary active listening casual listening conflict emphatic listening enthusiasm evaluative listening friendliness gesture informative listening leadership nonverbal communication paralanguage personal space posture reflective listening self-confidence sincerity synergy teamwork virtual team 28
