FECE TO FACE INFORMATION GATHERING: LISTENING AND NONVARBAL COMMUNICATION

LISTENING

Listening Level of Attentiveness

Non listener Passive listener SemiSemi-active listener Active listener

Hearing Versus Listening

Hearing is not the same as listening Hearing is a physical process; listening is a mental one A person can hear something without listening to it; listening involves comprehending and retaining the message

The Listening Process

Hearing

Filtering

Interpreting

Recalling

The HURIER Model: Components of Effective Listening

HEARING
(paying careful attention to what is being said)

UNDERSTANDING
(comprehending the message being sent)

REMEMBERING
(being able to recall the message being sent)

EFFECTIVE LISTENING

RESPONDING
(replying to the sender, letting him/her know you are paying attention)

EVALUATING
(not immediately passing judgment on the message being sent)

INTERPRETING
(not reading anything into the message the sender is communicating)

Guidelines for Effective Listening

Listening is an active process and can be improved  Concentrate the Message  Determine the Purpose of the Message
Cautious Listening focuses on concept and details Skimming when you need to remember only general concept Scanning the least careful type of listening you concentrate on details of specific interest to you instead of on the messages general concept
   

Keep an Open Mind Use Feedback Minimize Notes Taking Do Not Talk or Interrupt

THE SIX PS OF LISTENING

1. 2.

3.

4.

5.

6.

PREPARING setting your mind to the task of being an active listener PERCEIVING recognizing when blocking ours. Blocking is a barrier that interferes with objective listening PARTICIPATING focusing your thoughts on the task of listening well while you are receiving information PROCESSING thinking about information you hear to try to make sense of it PROBING asking questions to help you understand and process information that you hear PERSONALIZING fitting information you hear into your own needs and goals framework so that it becomes yours

Barriers to Listening
Physical Distractions Mental Distractions Health Concerns Nonverbal Distractions Inappropriate Timing Ineffective Speech Characteristics

Advantages of Effective Listening

Develop better attitude Improve relationships with others Gain support from others Learn about minor problem before they become mayor ones

NON VERBAL COMMUNICATION

a message without words

(although it often is accompanied by words)

Be aware of the impact of non verbal communication

Bagaimana kita berkomunikasi

Sebagian komunikasi adalah non verbal.  Kata-kata (verbal) hanya 7 % Kata Gaya suara (tonal) atau voice management 35%  Non verbal body language 58%
Judith Light, Keys to Successful Communication: More Than Words, Journal of Management Consulting, 10 (1) May, 1998, pp. 28-32.

Komunikasi non verbal 65-93% komunikasi yang 65diinterpretasikan

J.R. Schermerhorn, Language Effects in Cross-Cultural Management Research: An Empirical Study and a Word of Caution, National Academy of Management Procedings 91987):103.

4 factors that are important in using non verbal communication effectively:  Recognizing Limitations
Can all communication be understood through nonverbal means? Explain.

Classifying Behaviors
  

Sign specific gestures substitute for words Action body movement all or parts of the body move to communicate Object the things or artifacts people use, include clothing, office furnishing, cars, houses, and even body itself

Understanding the Process

is nonverbal behavior simply a series of isolated incidents? Why or why not?

Dealing with First Impression

Are first impressions generalizations (conclusions drawn from specific bits of information)? Explain

Stage 1

Relationship between nonverbal and verbal behavior resulting from a motivation to communicate
Stage 2 Stage 2 or 3 (Route 1)

Motivators: Thoughts, goals, values, (Route 1) needs, feelings, other peoples communication, and so on

Nonverbal behavior
(Route 2) 3 assumptions:

Verbal behavior

1. Relationship exists between the person and what motivates her or him and what s/he says 2. A relationship may or may not exist between nonverbal behavior, it is occurs, and what is said 3. Nonverbal behavior may or may not reinforce what is said

Characteristics of nonverbal communications

The nonverbal communication can be unintentional A nonverbal communication may be more honest than a verbal one Nonverbal communication makes, or helps to make, a first impression Nonverbal communication is always present

Types of Nonverbal Communication

Physical Appearance Body Language
Facial expressions Postures & Gestures Handshakes Posture

Space
The physical area Proximity to another person Obstacles between you and the person to whom you are speaking

Time

Kinesic Behavior
body movements posture, gestures, facial expression, eye contact or eye behavior (oculesics)

Proxemics
personal space, office space (layout)

Paralanguage
how something is said rather than the content the rate of speech, the tone and inflection of voice, other noises, laughing, or yawning

Object Language (material culture)

material artifacts, whether architecture, office design and furniture, clothing, cars, cosmetics

Furniture placement and non verbal communication in the office

I am the boss!

I am the boss, but lets talk.

Forget I am the boss, lets talk.

Inflection changes and meaning

Inflected Sentences
I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car

Meaning
Someone else said Bill stole your car I deny I said Bill stole your car I implied that Bill stole your car Someone else stole your car He borrowed your car Bill stole someone elses car Bill stole something else of yours

Beware of Nonverbal Miscommunication in Different Countries

When a person fro the US does this stands close to another while talking looks away from another When the same thing is done by a person from Italy

It means the speaker considered pushy the speaker is shy

BUT

It means the speaker behaving normally the speaker is showing deference to authority the speaker is insulting the other party

Japan

extends the palm of her hands joints the index finger and thumb to form an O

the speaker is greeting the other party by offering a handshake

Greece

okay

Tunisia

Ill kill you

In the US a thumbs up indicates agreement. In Australia, it is considered a rude gesture. In Japan, bowing is preferred to shaking hands. In the US people point at objects with their index finger. Germans point with their little finger, and Japanese point with the entire hand. In Japan and in the Middle East, pointing with your index finger is considered rude. Sitting with ones legs crossed shows relaxation in the US but is considered offensive in Ghana and Turkey. Prolonged eye contact is the norm in Arabic cultures, but it shows a lack of respect in many African, Latin American, and Caribbean countries

Can you guess the meaning of this Japanese gesture? a. I'm scared like a bunny b. I've been hearing things about you c. I'm angry Can you try to guess what this French gesture means? a. I don't believe you b. I wish I hadn't seen that c. I am looking at a very handsome man

Can you guess what this Iranian gesture means? a. Good luck to you b. You will always be number one for me c. "Screw You" (obscene)