FECE TO FACE INFORMATION FECE TO FACE INFORMATION GATHERING: LISTENING AND GATHERING: LISTENING AND

NONVARBAL COMMUNICATIONNONVARBAL COMMUNICATION

LISTENINGLISTENING

ListeningListening

Level of AttentivenessLevel of Attentiveness Non listenerNon listener Passive listenerPassive listener Semi-active listenerSemi-active listener Active listenerActive listener

Hearing Versus ListeningHearing Versus Listening

Hearing is not the same as listeningHearing is not the same as listening Hearing is a physical process; listening is a Hearing is a physical process; listening is a

mental onemental one A person can hear something without listening A person can hear something without listening

to it; listening involves comprehending and to it; listening involves comprehending and retaining the messageretaining the message

The Listening ProcessThe Listening Process

HearingHearing FilteringFiltering InterpretingInterpreting RecallingRecalling

The HURIER Model: Components of The HURIER Model: Components of Effective ListeningEffective Listening

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)

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 ListeningGuidelines for Effective ListeningListening is an active process and can be improvedListening is an active process and can be improved Concentrate the MessageConcentrate the Message Determine the Purpose of the MessageDetermine the Purpose of the Message

Cautious Listening – focuses on concept and detailsCautious Listening – focuses on concept and details Skimming – when you need to remember only general conceptSkimming – when you need to remember only general concept Scanning – the least careful type of listeningScanning – the least careful type of listening

you concentrate on details of specific interest to you you concentrate on details of specific interest to you instead instead of on the message’s general conceptof on the message’s general concept

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

THE SIX P’S OF LISTENINGTHE SIX P’S OF LISTENING1.1. PREPARINGPREPARING – setting your mind to the task of being an – setting your mind to the task of being an

active listeneractive listener

2.2. PERCEIVINGPERCEIVING – recognizing when blocking ours. Blocking is – recognizing when blocking ours. Blocking is a barrier that interferes with objective listeninga barrier that interferes with objective listening

3.3. PARTICIPATINGPARTICIPATING – focusing your thoughts on the task of – focusing your thoughts on the task of listening well while you are receiving informationlistening well while you are receiving information

4.4. PROCESSINGPROCESSING – thinking about information you hear to try – thinking about information you hear to try to make sense of itto make sense of it

5.5. PROBINGPROBING – asking questions to help you understand and – asking questions to help you understand and process information that you hearprocess information that you hear

6.6. PERSONALIZING PERSONALIZING – fitting information you hear into your – fitting information you hear into your own needs and goals framework so that it becomes “yours”own needs and goals framework so that it becomes “yours”

Barriers to ListeningBarriers to Listening

Physical DistractionsPhysical Distractions Mental DistractionsMental Distractions Health ConcernsHealth Concerns Nonverbal DistractionsNonverbal Distractions Inappropriate TimingInappropriate Timing Ineffective Speech CharacteristicsIneffective Speech Characteristics

Advantages of Effective Advantages of Effective ListeningListening

Develop better attitudeDevelop better attitude Improve relationships with othersImprove relationships with others Gain support from othersGain support from others Learn about minor problem before they Learn about minor problem before they

become mayor onesbecome mayor ones

NON VERBAL NON VERBAL COMMUNICATIONCOMMUNICATION

a message without wordsa message without words(although it often is accompanied by words)(although it often is accompanied by words)

Be aware of the impact of Be aware of the impact of non verbal communicationnon verbal communication

Bagaimana kita berkomunikasiBagaimana kita berkomunikasi

Sebagian komunikasi adalah non verbal. Sebagian komunikasi adalah non verbal. Kata-kata (verbal) hanya 7 %Kata-kata (verbal) hanya 7 % Gaya suara (tonal) atau voice management 35%Gaya suara (tonal) atau voice management 35% Non verbal – body language 58%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 Komunikasi non verbal – 65-93% komunikasi yang diinterpretasikandiinterpretasikan

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 4 factors that are important in using non verbal communication effectively:communication effectively: Recognizing LimitationsRecognizing Limitations

Can all communication be understood through nonverbal means? Explain.Can all communication be understood through nonverbal means? Explain.

Classifying BehaviorsClassifying Behaviors Sign – specific gestures substitute for wordsSign – specific gestures substitute for words Action – body movement – all or parts of the body move – to communicateAction – body movement – all or parts of the body move – to communicate Object – the things or artifacts people use, include clothing, office Object – the things or artifacts people use, include clothing, office

furnishing, cars, houses, and even body itselffurnishing, cars, houses, and even body itself

Understanding the ProcessUnderstanding the Processis nonverbal behavior simply a series of isolated incidents? Why or why not?is nonverbal behavior simply a series of isolated incidents? Why or why not?

Dealing with First ImpressionDealing with First ImpressionAre first impressions generalizations (conclusions drawn from specific bits of Are first impressions generalizations (conclusions drawn from specific bits of information)? Explaininformation)? Explain

Relationship between nonverbal and verbal Relationship between nonverbal and verbal behavior resulting from a motivation to behavior resulting from a motivation to

communicatecommunicate

Motivators: Thoughts, goals, values, needs, feelings, other people’s communication, and so on

Nonverbal behavior

Verbal behavior

(Route 2)

(Route 1) (Route 1)

Stage 1

Stage 2 Stage 2 or 3

3 assumptions:

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 Characteristics of nonverbal communicationscommunications

The nonverbal communication can be The nonverbal communication can be unintentionalunintentional

A nonverbal communication may be more A nonverbal communication may be more honest than a verbal onehonest than a verbal one

Nonverbal communication makes, or helps to Nonverbal communication makes, or helps to make, a first impressionmake, a first impression

Nonverbal communication is always presentNonverbal communication is always present

Types of Nonverbal CommunicationTypes of Nonverbal Communication

Physical AppearancePhysical Appearance Body Language Body Language

Facial expressionsFacial expressions Postures & GesturesPostures & Gestures HandshakesHandshakes PosturePosture

SpaceSpace The physical areaThe physical area Proximity to another personProximity to another person Obstacles between you and the person to whom you are Obstacles between you and the person to whom you are speaking speaking

TimeTime

Kinesic Behavior Kinesic Behavior

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

Proxemics Proxemics

personal space, office space (layout)personal space, office space (layout)

ParalanguageParalanguage

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

Object Language (material culture)Object Language (material culture)

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

Furniture placement and non verbal communication Furniture placement and non verbal communication in the officein the office

“I am the boss!” “I am the boss, but let’s talk.”

“Forget I am the boss, let’s talk.”

Inflection changes and meaningInflection changes and meaning

Inflected SentencesInflected SentencesI I did not say Bill stole your cardid not say Bill stole your car

I I did notdid not say Bill stole your car say Bill stole your car

I did not I did not saysay Bill stole your car Bill stole your car

I did not say I did not say Bill Bill stole your carstole your car

I did not say Bill I did not say Bill stolestole your car your car

I did not say Bill stole I did not say Bill stole youryour car car

I did not say Bill stole your I did not say Bill stole your carcar

MeaningMeaningSomeone elseSomeone else said Bill stole your car said Bill stole your car

II denydeny I said Bill stole your car I said Bill stole your car

I I impliedimplied that Bill stole your car that Bill stole your car

Someone elseSomeone else stole your car stole your car

He He borrowed borrowed your caryour car

Bill stole Bill stole someone else’ssomeone else’s car car

Bill stole Bill stole something elsesomething else of yours of yours

Beware of Nonverbal Miscommunication in Different CountriesBeware of Nonverbal Miscommunication in Different Countries

When a person When a person fro the US fro the US does thisdoes this It means…It means… BUTBUT

When the same When the same thing is done by thing is done by a person froma person from It means…It means…

stands close to stands close to another while another while talkingtalking

the speaker the speaker considered pushyconsidered pushy

ItalyItaly the speaker the speaker behaving behaving normallynormally

looks away from looks away from anotheranother

the speaker is shythe speaker is shy JapanJapan the speaker is the speaker is showing showing

deference to deference to authorityauthority

extends the extends the palm of her palm of her handshands

the speaker is the speaker is greeting the other greeting the other party by offering a party by offering a

handshakehandshake

GreeceGreece the speaker is the speaker is insulting the insulting the other partyother party

joints the index joints the index finger and finger and thumb to form thumb to form an “O”an “O”

““okay”okay” TunisiaTunisia ““I’ll kill you”I’ll kill you”

In the US a thumbs up indicates agreement. In Australia, it is In the US a thumbs up indicates agreement. In Australia, it is considered a rude gesture.considered a rude gesture.

In Japan, bowing is preferred to shaking hands.In Japan, bowing is preferred to shaking hands.

In the US people point at objects with their index finger. Germans In the US people point at objects with their index finger. Germans point with their little finger, and Japanese point with the entire hand. 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 In Japan and in the Middle East, pointing with your index finger is considered rude.considered rude.

Sitting with one’s legs crossed shows relaxation in the US but is Sitting with one’s legs crossed shows relaxation in the US but is considered offensive in Ghana and Turkey.considered offensive in Ghana and Turkey.

Prolonged eye contact is the norm in Arabic cultures, but it shows a Prolonged eye contact is the norm in Arabic cultures, but it shows a lack of respect in many African, Latin American, and Caribbean lack of respect in many African, Latin American, and Caribbean countriescountries

Can you guess the meaning of this Japanese gesture?

a. I'm scared like a bunnyb. I've been hearing things about youc. I'm angry

Can you try to guess what this French gesture means?

a. I don't believe youb. I wish I hadn't seen thatc. I am looking at a very handsome man

Can you guess what this Iranian gesture means?

a. Good luck to youb. You will always be number one for mec. "Screw You" (obscene)