Presentation on theme: "Chapter 10.Nonverbal Communication: A Key to Accurate Communication"— Presentation transcript:
1 Chapter 10.Nonverbal Communication: A Key to Accurate Communication Objectives:1.Describe the roles of nonverbal communication2.Idicate the nonverbal symbols sent in written messages.3. List nonverbal symbols sent in spoken messages4. Explain why nonverbal communication is important to you
2 The Roles of Nonverbal Communication Nonverbal communication is composed of the messages we send without or in addition to words.We use nonverbal symbols as a means to determine what the senders really feels and the degree of importance the sender attaches to the message and to us.The receiver interprets messages based on sight and hearingPeople base 93 percent of their judgment on nonverbal symbols and 7 percent on spoken words.
3 The Roles of Nonverbal Communication Reinforcing the verbal messageContradicting the verbal messageSubstituting for the verbal messageRegulating the verbal message
4 Nonverbal Symbols in Differing Cultural and International Settings Nonverbal symbols differ among cultures1) late arrival2) personal space3) eye contact
5 Nonverbal Symbols in Written Messages Appearance and correctness of a written document as well as the timeliness of the response send critical nonverbal message and deserve careful attention
6 Nonverbal Symbols in Spoken Messages Body language: facial expression—reveal people’s feelings and gestures—the use of arms and hands to express an idea of feeling.Touching: handshake, hugging or backslappingSpace: physical distance between individuals.Time:Voice and paralanguage
7 Using Nonverbal Symbol to Establish Your Image Level of confidence: too much and too littleFriendliness: an effective positive image, be defined as supporting, helping, kindly.Enthusiasm: an image that can set you form others, contagious.Sincerity: a critical part of your image.Appearance: well-groomed have more desirable personality traits.Body actions:1) eye contact;2)posture
8 Nonverbal Symbols in the Environment Furnishings and décor are a part of business strategy.Color establish a mood within an environment.
9 10.2 Listening : an Important Interpersonal Skill ObjectiveIdentify the reasons for and the benefit of listeningList the barriers to effective listeningDescribe effective listening techniques
10 The Importance of Listening 45 percent of people’s communicating spends on listening, 30 percent is spent speaking , 16 percent , reading, and 9 percent writing.Manager spends 60 percent working day listening.
11 The listening ProcessListening is the process of hearing and focusing attention to understand and remember an oral message. four stages:Hearing: a function of the ears.Focusing attention: concentrating on the speaker and what he or she says.Understanding means that you can attach meaning to the speaker’s message.Remembering is essential.
12 Types of listening Two types of listening: casual and active Casual listening (passive ) is what you do most frequently, associated with conversation and entertainment.Active listening requires understanding and remembering and has purpose.Five steps of active listening
13 Reasons for listeningPeople listen to relax, to obtain information, to express interest, and to discover attitude.
14 Benefit of listeningListening affects the quality of your relationships with others.Listening affects the quality of decisions.Good listening skills are essential for success in business.
15 The nature of listening Barriers to effective listeningAttitudes about the speakerAttitudes about the topicEnvironmental distractionsPersonal barriersNote-taking techniques
16 Effective listening Techniques Share the responsibility1.Focus on the main idea2.Evaluate the message3.Provide feedback· Overcome poor listening habits, page 124. Listening in specific situation1.Listening in a small group2.Listening in a conference setting