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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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