1. Chapter 12 Communication The A-Team Presents Craig Rosengreen Justin Zhang Tristan Bussell Jeff Williams Kyle Doran

2. Video Clip

3. Keys to effective listening Capitalize on thoughts Listen for ideas Find an area of interest Judge content, not delivery Hold your emotions Work at listening Resist distractions Hear what is said Challenge yourself Use handouts, overheads and other visual aids

4. Active listening http://www.youtube.com/watch?v=JWoPE U3RwPw http://www.youtube.com/watch?v=JWoPE U3RwPw

5. Active Listening Listening Styles AppreciativeEmpatheticComprehensiveDiscerningEvaluative “Seek first to understand, then to be understood” ~ Stephen Covey

6. Nonverbal Communication Nonverbal communication is “Any message, sent or received independent of the written or spoken word.

7. Nonverbal Communication Body Movements and Gestures Touch Facial Expressions Eye Contact

8. Positive nonverbal actions Maintain eye contact. Nod your head to convey that you are listening or that you agree. Smile and show interest. Lean forward to show the speaker you are interested. Use a tone of voice that matches your message.

9. Negative nonverbal behaviors Avoiding eye contact and looking away from the speaker. Closing your eyes or tensing your facial muscles. Excessive yawning. Using body language that conveys indecisiveness or lack of confidence Speaking too fast or too slow.

10. Communication Distortion Purposefully changing information Deemphasize power gap Enhance trust Small informal meetings Establish performance goals Support communication