AGUNG PRAPTAPAUNSOED

Thursday, 17 March 2011

Session 3:

WORKPLACE LISTENING AND NONVERBAL COMMUNICATION

Ask the AudiencePlease observe carefully, how you

communicate?

Talking = ............. %Listening = ............. %Writting = ............. %Reading = ............. %

---------------------- Total = 100 %

HOW PEOPLE COMMUNICATE ?HOW PEOPLE COMMUNICATE ?

TALKINGTALKING35%35%

READINGREADING16%16%

WRITINGWRITING9%9%

Dr. Ralph Nichols

McGraw Hill, 1957

LISTENINGLISTENING40%40%

The Important of Listening in the Workplace A large part of the communication

process involves listening.

Good listening advance more rapidly in their careers, and listening skills are increasingly important in our economy’s emphasis on customers service.

Workers spend 30 to 45 percent of their communication time listening, while executives spend 60 to 70 percent.

Poor Listening Habits

Most of us listen at only 25 percent efficiency.

We are inefficient listeners due to:Lack of trainingCompeting soundsSlowness of speechDaydreaming

Type of Workplace ListeningListening to superiorsListening to employeesListening to customers

Four Stages of Listening(a) perception of sounds:

Is it for me? Should I start listening?

(b) interpretation of those sounds: Decoding What does it mean?

(c) evaluation of meaning: Analyze its merit and draw conclussion We should:

Consider all informationBe aware of your own biasesAvoid jumping to hasty conclusion

(d) Action: Storing a message in memory Reacting Supplying feedback

Mental barriers to listeningInattentionPrejudgmentsDiffering frame of referenceClosed-mindednessPseudo listening

PseudolisteningOccurs when listeners “fake” itThey look as if they are listening, but there

minds are somewhere else

Physical and other barriershearing impairmentnoisy surroundingsspeaker’s appearancespeaker’s mannerismlag time.

Techniques for improving workplace listening controlling external and internal

distractions, becoming actively involved, separating facts from opinions, identifying important facts, refraining from interrupting, asking clarifying questions, paraphrasing, taking advantage of lag time, taking notes to ensure retention, being aware of gender difference.

Checklist for improving listeningStop talkingWork hard at listeningBlock out competing thoughtsControl the listening environmentMaintain an open mindParaphrase the speaker’s ideasListen between the linesDistinguish between facts and opinionsCapitalized on lag timeUse memory devicesTake selective notes

Nonverbal CommunicationNonverbal communication includes all

unwritten and unspoken messages, both intentional and unintentional.

Its primary functions are to complement and illustrate, to reinforce and accentuate, to replace and substitute, to control and regulate, and to contradict.

When verbal and nonverbal message contradict each other, listeners tend to believe the nonverbal message.

The forms of nonverbal communication

eye contact facial expressions posture and gestures, as well as the use of time, space and territory. Appearance of business document and

of people also sends silent messages.

How to use Nonverbal Communication Positively in the Workplace? Eye contact should be direct but not prolonged; facial expression should express warmth with

frequent smiles. Posture should convey self-confidence, and

gestures should suggest accessibility. Being on time and maintaining neat, functional

work areas send positive nonverbal messages. Use closeness to show warmth and reduce

status differences. Strive for neat, professional, well-organized

business messages, and be well groomed, neat, and appropriately dressed

Techniques for improving nonverbal communication skills in the workplace. establish and maintain eye contact use posture to show interest reduce or eliminate physical barriers improve your decoding skills, probe for

more information avoid assigning nonverbal meanings out of

context associate with people from diverse cultures appreciate the power of appearance observe yourself on videotape, and enlist

friends and family to monitor your conscious and unconscious body movements and gestures.

The Role of Listening in Stephen Covey's The Seven Habits of Highly Effective PeopleCovey’s Recommendation

Stephen Covey's seven habits are:

taking the time to listen to yourself (habits 1-3) in order to identify your own core values and goals

listening to others (habits 4-6) in order to become aware of the values and goals of others.

Third, (habit 7) Covey recommends regularly seeking to improve and reinforce yourself in ways that are important to you.

1. be proactive;2. begin with the end

in mind;3. put first things first;4. think win/win;5. seek first to

understand, then to be understood;

6. synergize;7. sharpen the saw.

Covey’s Principles of Empathic ListeningEmpathic Listening is essential to effective

communication.Habit 5 “seek first to understand, then to be

understood”not merely going through the mechanical responses

that might be required for ordinary listening, but opening oneself to the talker to the point where one can actually feel what they are feeling.

Sensing, intuition: becoming, in small part, the person you are listening to

The experience Covey describes, standing for a moment in another's shoes and seeing the world through their eyes, is something everyone is capable of, but most of us rarely (if ever) deliberately do.

Assignment 3: Listening Habits of StudentsPlease observe & list at least 3 good

listening habits and 3 bad listening habits of students

Collected as comment in: www.agung-praptapa.blog.unsoed.ac.id

Should be collected one day before class of next week

Thank you

Agung Praptapa, the one who ALWAYS DO THE BESTEmail: praptapa@yahoo.comWeb: www.praptapa.comBlog: www.agung-praptapa.blog.unsoed.ac.id

Email to collect your work: elearningmrap@gmail.com Elearning webblog for business communication class:

www.apbuscom.blogspot.com and www.agung-praptapa.blog.unsoed.ac.id

TIPs for you today:“Try to always do your work as early as possible since

you’re important person. You have many things to do, so don’t postponned! Time is money for you. Try it! Do it! And later you will see, that you are really an important person, successful, and reach! It’s guarented! Try it! Do it!”