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ACTIVE LISTENING & NONVERBAL COMMUNICATION Introduction to Business & Marketing February 15, 2012

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Active Listening & Nonverbal Communication. Introduction to Business & Marketing February 15 , 2012. Today’s Objectives. Demonstrate listening and speaking skills important in the workplace. Explain the importance of nonverbal communication in the workplace. - PowerPoint PPT Presentation

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Page 1: Active Listening & Nonverbal Communication

ACTIVE LISTENING &NONVERBAL

COMMUNICATIONIntroduction to Business & MarketingFebruary 15, 2012

Page 2: Active Listening & Nonverbal Communication

TODAY’S OBJECTIVESDemonstrate listening and

speaking skills important in the workplace.

Explain the importance of nonverbal communication in the workplace.

Describe the impact of cultural diversity on business communication.

Page 3: Active Listening & Nonverbal Communication

EFFECTIVE LISTENING

Page 4: Active Listening & Nonverbal Communication

LISTENING Active mental

process by which a person recognizes, assimilates, assesses, and evaluates what is heard

Listening for understanding is one of the most valuable communication skills!

Page 5: Active Listening & Nonverbal Communication

BARRIERS Distractions

NoisesConversationsThinking about other

things Emotion / Opinion

Personal bias against speaker or message

Planning a Response

Page 6: Active Listening & Nonverbal Communication

ACTIVE LISTENINGProcess of

giving the sender some type of feedback that indicates the message is being received and understood

Give feedbackNod, smile, etc.

Engage / ConnectMake eye contact

Observe other cuesSpeed, pitch,

volumeTake notes

Page 7: Active Listening & Nonverbal Communication

NONVERBAL COMMUNICATION

Page 8: Active Listening & Nonverbal Communication

NONVERBAL COMMUNICATIONThe sending and

receiving of messages without using words

Includes use of:Body languagePhysical

appearancePictures /

Drawings

Page 9: Active Listening & Nonverbal Communication

NON-VERBAL GESTURES AROUND THE WORLD India – shaking the head

from side to side means yes

Japan – removing your shoes before entering a home or place of worship is a sign of respect

Middle East – showing the soles of one’s shoes is rude

Middle East /India – using the left hand for anything except sanitary purposes is insulting

Page 10: Active Listening & Nonverbal Communication

IMPORTANCE OF EYE CONTACTIn which countries are speakers expected to look at and speak directly to listeners?United StatesCanadaAustraliaGreat BritainOther Western countries

Page 11: Active Listening & Nonverbal Communication

IMPORTANCE OF EYE CONTACTIn which countries should speakers show respect by averting their eyes, speaking in soft tones, and approaching their subject indirectly?Asian countries

Page 12: Active Listening & Nonverbal Communication

DOES “NO” REALLY MEAN “NO”?A speaker in Canada who wants

to say “no” will simply say “no.”A speaker in Korea who wants to

communicate the same message may say, “That might be very difficult.”

Both speakers are saying the same thing, but the way the message is communicated reflects cultural differences.

Page 13: Active Listening & Nonverbal Communication

FUN FACTS!Walkabout Assignment

Page 14: Active Listening & Nonverbal Communication

CULTURAL DIVERSITYBusiness in a Global Environment

Page 15: Active Listening & Nonverbal Communication

GLOBAL CULTURES Culture: the knowledge, habits, beliefs,

skills, and morals of a society in a given time period

Cultural aspects that affect businessLanguageReligionValuesAttitudesBehaviors

Page 16: Active Listening & Nonverbal Communication

LANGUAGE & COMMUNICATIONThere are more people who

speak English as a foreign language than native speakers

85% of European teens study English

Sony, Nokia, Matsushita require managers to speak English

Page 17: Active Listening & Nonverbal Communication

Westerners tend to be verbal, Asians value nonverbal communication

In the Mideast, Westerners should not show the soles of shoes or pass documents with the left hand

In Asian countries, different bows are used for apologies and gratitude, to express different emotions, and in various traditional arts and religious ceremonies.

LANGUAGE & COMMUNICATION

Page 18: Active Listening & Nonverbal Communication

MIDDLE EASTERNER SHOWS SOLES OF SHOES TO PRESIDENT BUSH

Page 19: Active Listening & Nonverbal Communication

Hidden language of cultures…Time flexibility and

sensibility in Spain & Latin American countries

Personal physical space in the Americas

LANGUAGE & COMMUNICATION

Page 20: Active Listening & Nonverbal Communication

NONVERBAL… USING PICTURESWhen Nike

learned that this stylized “Air” logo resembled “Allah” in Arabic script, it apologized and pulled the shoes from distribution.

Page 21: Active Listening & Nonverbal Communication

GROUP ACTIVITY1. Create a group of 2-32. Pick a country from the

bowl of surprises 3. Research communication

& customs in your country4. Research a popular dish

from your selected country

5. Be ready to share your delicious dish with the class next Wednesday, Feb. 22nd