Chapter 3 Nonverbal Communication and Teamwork 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 Essential Question – What is nonverbal communication?

The Roles of Nonverbal Communication Nonverbal communication- composed of the messages sent without or in addition to words Nonverbal symbols, such as a smile, can reinforce verbal symbols. 3.1 Nonverbal Communication

The Roles of Nonverbal Communication Reinforcing a verbal message Contradicting a verbal message Substituting for a verbal message Regulating a verbal message Nonverbal symbols, such as a smile, can reinforce verbal symbols. 3.1 Nonverbal Communication

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

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.

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

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

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

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 Essential Question: What are the differnet types of listening?

Chapter 3.2 What are the four most frequentlly used 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

The Listening Process – pg 79 Hearing Focusing attention Understanding Remembering 3.2 Listening Skills

Quad Pod! Individually read and understand the six different types of listening on pgs 80-82. Form into your quad pod groups and discuss how each is different Don’t read all of the six and then discuss! Ex - Read about casual listening then discuss it. Read about active listening then discuss it and continue.

Types of Listening Casual listening- hearing and understanding a message but not trying to remember the message in the long term Sometimes called “passive listening” Active listening- hearing and trying to understand and remember a message Informative listening- used to obtain specific information or understand a message Casual listening is relaxed and involves little energy or effort. 3.2 Listening Skills

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. Casual listening is relaxed and involves little energy or effort. 3.2 Listening Skills

Barriers to Effective Listening Attitudes about the speaker or topic Prejudices or opinions Assumptions Distractions Physical discomfort Divided focus 3.2 Listening Skills

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

ILA ILA: International Listening Association Questions When was ILA formed? In what areas do members of the ILA work? What are some activities of the ILA? school.cengage.com/bcomm/buscomm 3.2 Listening Skills

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 Essential Question: How can workplace teams help production?

Workplace Relationships Employee and manager relationships Coworker relationships Conflict- a disagreement or quarrel Customer relationships Be fair and honest in your dealings with customers. 3.3 Teamwork

Resolving Conflicts Listen and talk with coworkers Identify the underlying cause of the conflict Focus on issues or behaviors, not on people Think objectively – have an open mind Be willing to admit your mistakes and apologize Avoid assigning blame Do your part to make the proposed solution work 3.3 Teamwork

Workplace Teams Teamwork- two or more people acting together to achieve a goal Special teams Advantages of teams Different skills Broader knowledge Synergy- allows the team to be more creative and productive than individuals would be working separately. Can help one another Diversity

Workplace Teams Disadvantages of teams Disorganized Don’t understand their goals Poor communication 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 3.3 Teamwork

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

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

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

Group Activity Once in your assigned groups, complete “A” on page 97.

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