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Listen the Unspoken WordsListen the Unspoken Words
By: Amin Rajani
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Listen the UnspokenListen the UnspokenWordsWords
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Who Went WhereWho Went WhereWho Went WhereWho Went Where
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Jones flew with Ansett Airlines.
The Hong Kong flight was onSaturday.
British Airways flew to the US. Brown went on Wednesda .
Smith went to New Zealand.
Qantas flew on Friday
Zoubari went on Tuesday. Singapore Airlines flew to London.
Wong went with United Airlines.
Slide 4
The Australian flight was on Monday.
Ansett Airlines flew on Monday.
Wong flew to Hong Kong.
Zoubari went with British Airways.
Brown went to the UK.
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CommunicationCommunicationCommunicationCommunication
The transference
andunderstanding of
Slide 5
mean ng
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Changes Affecting theChanges Affecting the
WorkplaceWorkplace Hei htened lobalcompetition
Flattened managementhierarchies
Expanded team-basedmanagement
Innovative communication
Slide 6
technologies
New work environments Increasingly diverse
workforce
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Success forSuccess forYOUYOUin the newin the new
global and diverseglobal and diversework lace re uires excellentwork lace re uires excellent
Success forSuccess forYOUYOUin the newin the new
global and diverseglobal and diversework lace re uires excellentwork lace re uires excellentcommunication skills!communication skills!communication skills!communication skills!
Slide 7
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COMMUNICATION MODELCOMMUNICATION MODEL
EVOLVEDEVOLVED
COMMUNICATION MODELCOMMUNICATION MODEL
EVOLVEDEVOLVEDACTION
INTERACTION
Slide 8
TRANSACTION
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The Communication ProcessThe Communication Process
Basic ModelBasic Model
1.Sender
has idea
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The Communication ProcessThe Communication Process
Basic ModelBasic Model
1.Sender
has idea
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The Communication ProcessThe Communication Process
Basic ModelBasic Model
2.Sender
encodes
idea in
1.Sender
has idea
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The Communication ProcessThe Communication Process
Basic ModelBasic Model
2.Sender
encodes
idea in
1.Sender
has idea
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The Communication ProcessThe Communication Process
Basic ModelBasic Model
3.Message
travels
over
2.Sender
encodes
idea in
1.Sender
has idea
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The Communication ProcessThe Communication Process
Basic ModelBasic Model
2.Sender
encodes
idea in
3.Message
travels
over
1.Sender
has idea
Slide 15
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The Communication ProcessThe Communication Process
Basic ModelBasic Model
2.Sender
encodes
idea in
3.Message
travels
over
1.Sender
has idea
4.Receiver
decodes
message
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The Communication ProcessThe Communication Process
Expanded ModelExpanded Model
The Communication ProcessThe Communication Process
Expanded ModelExpanded Model
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MiscommunicationMiscommunicationMiscommunicationMiscommunicationIn Center Harbor, Maine, local legend
recalls the day when Walter Cronkite.
sailor was amused to see in the
distance a small crowd on shorewaving their arms to greet him. He
could barely make out their excited
Slide 18
shouts: Hello Walter, Hello Walter!
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MiscommunicationMiscommunicationMiscommunicationMiscommunicationAs his boat came closer, the crowd grew
larger, still yelling. Pleased at the,
captain's hat, waved back, even took a
bow. But before reaching dockside,Cronkite's boat abruptly jammed
aground. The crowd stood silent. The
Slide 19
ve eran news anc or su en y rea ze
what they'd been shouting: Low water,low water!
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Analysis of FlawedAnalysis of FlawedCommunication ProcessCommunication Process
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Analysis of FlawedAnalysis of FlawedCommunication ProcessCommunication Process
Sender
has
idea
Warn
boater
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Analysis of FlawedAnalysis of FlawedCommunication ProcessCommunication Process
Sender
has
idea
Warn
boater
Sender
encodes
message
Low
water!
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Analysis of FlawedAnalysis of FlawedCommunication ProcessCommunication Process
Sender
has
idea
Warn
boater
Sender
encodes
message
Low
water!
Channel
carries
message
Message
distorted
Receiver
decodes
message
Hello
Walter!
Slide 24
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Barriers That CausedBarriers That CausedCronkite MiscommunicationCronkite Miscommunication
Barriers That CausedBarriers That CausedCronkite MiscommunicationCronkite Miscommunication
Receiver
Language skills
accus ome oacclaim andappreciative crowds.
Maine accent makes"water" and "Walter"
Slide 25
Listening skills
.
Receiver moreaccustomed tospeaking than tolistening.
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Barriers That CausedBarriers That Caused
Cronkite MiscommunicationCronkite Miscommunication
Barriers That CausedBarriers That Caused
Cronkite MiscommunicationCronkite Miscommunication E o rom ted
interference
receiver tobelieve crowd
was respondingto his celebritystatus.
Slide 26
Physical barriers
,
distance betweensenders andreceivers.
Which of these barriers could be overcome through
improved communication skills?
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OTHER BARRIERSOTHER BARRIERSOTHER BARRIERSOTHER BARRIERS
Filterin
Selective Perception
Information Overload
Being Self-Absorbed Criticizing the Speaker
Slide 27
Communication apprehension
Cultural Barrier High context & low context cultures
Non-verbal words
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Overcoming CommunicationOvercoming Communication
BarriersBarriers Realize that communication is
imperfect.
Adapt the message to the receiver.
Improve your language and
Slide 28
s en ng s s.
Question your preconceptions.
Plan for feedback.
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Organizational CommunicationOrganizational Communication
Functions: internal and external Form: oral and written
Form: channel selection dependent on Message content
Need for immediate response Audience size and distance
Audience reaction
Need to show em ath friendliness formalit
Slide 29
Flow: Formal: down, up, horizontal
Informal: grapevine
C i ti Fl iC i ti Fl i
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Communication FlowingCommunication FlowingThrough Formal ChannelsThrough Formal Channels
Horizontal
Downward pwar
Downward
Management
directives
Horizontal
Task coordination
Information sharing
Upward
Employee feedback
Progress reports
Slide 30
o p ans, po c es
Company goals
Mission statements
Problem solving
Conflict resolution
Reports of customer
interaction, feedbackSuggestions for
improvement
Anonymous hotline
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Forms of Communication FlowingForms of Communication FlowingThrough Formal ChannelsThrough Formal Channels
Oral
WrittenElectronic
Written
Executive memos, letters ElectronicOral
Telephone
Slide 31
Annual report
Company newsletterBulletin board postings
Orientation manual
-ma
Voicemail
Instant Messaging
Intranet
Videoconferencing
Face-to-face conversation
Company meetingsTeam meetings
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Knowledge ManagementKnowledge ManagementKnowledge ManagementKnowledge Management
The rocess of or anizin anddistributing an organizationscollective wisdom so the right
information gets to the right people athe right time
KM be ins b identif in what
Slide 32
matters to the organization
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Interpersonal CommunicationInterpersonal CommunicationInterpersonal CommunicationInterpersonal Communication Oral Communication
Advantages: Speed and feedback.
.
Written Communication
Advantages: Tangible and verifiable.
Disadvantages: Time consuming and lacks feedback.
Nonverbal Communication
Advanta es: Su orts other communications and
Slide 33
provides observable expression of emotions and
feelings. Disadvantage: Misperception of body language or
gestures can influence receivers interpretation of
message.
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GrapevineGrapevineGrapevineGrapevine
Grapevine Characteristics Informal, not controlled by management.
Perceived by most employees as being more
believable and reliable than formal
communications. Largely used to serve the self-interests of those
who use it.
Slide 34
esu s rom:
Desire for information about importantsituations
Ambiguous conditions
Conditions that cause anxiety
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Politically CorrectPolitically CorrectCommunicationCommunication
Politically CorrectPolitically CorrectCommunicationCommunication
Certain words stereotype, intimidate, and insultindividuals.
In an increasingly diverse workforce, we must be
sensitive to how words might offend others.
Removed: handicapped, blind, and elderly Replaced with:physically challenged, visually
impaired, and senior.
Slide 35
harder to communicate accurately.
Removed: garbage, quotas, and women.
Replaced with terms:postconsumer waste materials,
educational equity, andpeople of gender.
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Communicating in Teams
By:
Amin Rajani
TEAMWORKTEAMWORKTEAMWORKTEAMWORK
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TEAMWORKTEAMWORKTEAMWORKTEAMWORK
TOGETHER WE MAKE A
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LearningLearning
ObjectivesObjectives
LearningLearning
ObjectivesObjectives Discuss importance of communicatingin team oriented workplace
Identify Characteristics of successful
teams List techniques for Team-based written
and oral resentations
Slide 39
How to become effective listener
learn importance of nonverbalcommunication
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Communicatin in TeamCommunicatin in Team
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effective only wheneffective only wheneveryone learns toeveryone learns toeffective only wheneffective only wheneveryone learns toeveryone learns to
Slide 41
....
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Communication MethodsCommunication MethodsCommunication MethodsCommunication Methods
Casual Conversation
Traditional method Electronic means
Slide 42
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GROUPGROUPGROUPGROUP
individuals, interacting
and interdependent,who have come
to ether to achieve
Slide 43
particular objectives.
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TeamTeamTeamTeam
individual efforts
result in aperformance that is
reater than sum of
Slide 44
individual inputs.
Stages of TeamStages of TeamStages of TeamStages of Team
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2. Storming
Stages of TeamStages of TeamDevelopmentDevelopment
Stages of TeamStages of TeamDevelopmentDevelopment
1. Forming
3. Norming 4. Performing 5. Adjourning
Slide 45
S f T D l
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Stages of Team Development
Slide 46
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FormingFormingFormingForming
Feelings of... Excitement
Suspicion
Optimism
Slide 47
ear
Anxiety Anticipation
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StormingStormingStormingStorming
es s ance
Uncertainty
Impatience
Slide 48
Discomfort
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NormingNormingNormingNorming
a e y ansecurity
Acceptance
Slide 49
Focus on theprocess
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AdjourningAdjourningAdjourningAdjourning
Completion and letdown
Excitement and regret
Slide 51
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How does the conflictHow does the conflictbegins?begins?
How does the conflictHow does the conflictbegins?begins?
Conversion of
different opinioninto acute condition
Slide 52
.
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Interpersonal conflictInterpersonal conflictInterpersonal conflictInterpersonal conflict
Conflict occur betweenpeople. (e.g)
Disagreement between twoor more people
Conflict between husband
Slide 55
and wife
Family conflicts
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Conflict IndicatorsConflict IndicatorsConflict IndicatorsConflict Indicators
communication
Increase in rumors Avoidance of normal
Slide 58
Body languages
Misunderstanding
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GroupthinkGroupthinkGroupthinkGroupthink
agree without
examine alternativesor considering
contin enc lans.
Slide 59
Ch t i ti f f lCh t i ti f f lCh t i ti f f lCh t i ti f f l
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Characteristics of successfulCharacteristics of successfulTeamTeam
Characteristics of successfulCharacteristics of successfulTeamTeam
Small size, Diverse Makeup
Agreement on purpose
Agreement on procedure
Ability to confront conflict
Use of good communication
Slide 60
techniques
Ability to collaborate rather thancompete
Shared leadership.
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Strategies for reaching GroupStrategies for reaching GroupDecisionDecision
Strategies for reaching GroupStrategies for reaching GroupDecisionDecision
Consensus
Minority Averaging
Slide 61
Authority Rule with
Discussion
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ConclusionConclusionConclusionConclusion
Team should s end as muchtime together as possible withinworking hours.
People need to be comfortableto work well together.
Slide 62
needs to be wiped out.
Insecurity is the enemy of teamexcellence and goodmanagement.
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Listening and NonverbalListening and NonverbalCommunicationCommunication
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ListeningListening
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Slide 65
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What is Listening?What is Listening?What is Listening?What is Listening?
,
of receiving, constructing
meaning from, and responding to
spoken and/or nonverbalmessages; to hear something with
Slide 66
Effective communication is 2-way depends on speaking and listening
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Fast FactsFast FactsFast FactsFast Facts
We listen at 125-250 wpm, think at1000-3000 wpm
75% of the time we are distracted,
preoccupied or forgetful 20% of the time, we remember
what we hear
Slide 67
More than 35% of businesses
think listening is a top skill forsuccess
Less than 2% of people have hadformal education with listening
Wh ki d f liWh ki d f liWh ki d f liWh ki d f li
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What kind of listener areWhat kind of listener areyou?you?
What kind of listener areWhat kind of listener areyou?you?
Do you zone out?
Do you remember whatssaid?
Slide 68
Can you identify the
important points?
Is all you hear blah blah
blah?
The ListeningThe Listening
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The ListeningThe ListeningProcessProcess
Slide 69
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The Listening ProcessThe Listening Process
Perception
Slide 70
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The Listening ProcessThe Listening Process
PerceptionTune In
Reduced by:
1. Impaired
Hearing
2. oisy
when we
1.are interested
in the topic
2. are in moodto listen
3. sense that
Slide 71
surroundin
g3. Inattention
4. pseudoliste
ning
message s
important
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The ListeningThe Listening
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The ListeningThe ListeningProcessProcess
Perception
Evaluation
Interpretation
Slide 73
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Listening ProcessListening ProcessListening ProcessListening Process
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Listening ProcessListening ProcessBarriersBarriers
Listening ProcessListening ProcessBarriersBarriers
Mental Barriers Inattention
Prejudgment
Frame of reference
Slide 75
Closed-mindedness
Pseudolistening
Listening ProcessListening ProcessListening ProcessListening Process
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Physical and Other Barriers
Listening ProcessListening ProcessBarriersBarriers
Listening ProcessListening ProcessBarriersBarriers
Hearing impairment
Noisy surroundings
Speakers appearance
Slide 76
Speakers mannerisms
Lag time
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Slide 77
Stop talking / DontStop talking / DontStop talking / DontStop talking / Dont
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Stop talking / Don tStop talking / Don t
interruptinterrupt
Stop talking / Don tStop talking / Don t
interruptinterrupt od has given usod has given ustwo ears and
one mouth we
can hear twice
Slide 78
can hear twice
as much as we
speak
Control external andControl external andControl external andControl external and
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Control external andControl external andinternal distractionsinternal distractionsControl external andControl external andinternal distractionsinternal distractions
He never
stops
Slide 79
Become activelyBecome activelyBecome activelyBecome actively
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Become activelyBecome activelyinvolvedinvolved
Become activelyBecome activelyinvolvedinvolved
Listen to
A team can
go farwhen
more than
spoken words
Slide 80
everyone
pulls
together.
Separate facts fromSeparate facts fromSeparate facts fromSeparate facts from
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Separate facts fromSeparate facts from
opinionsopinions
Separate facts fromSeparate facts from
opinionsopinionsalways
remain a
fact
(Reality)
Slide 81
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Ask clarifyingAsk clarifyingAsk clarifyingAsk clarifying
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Ask clarifyingAsk clarifying
questionsquestions
Ask clarifyingAsk clarifying
questionsquestionsPlease helme understand
by explaining
more about
Slide 83
Paraphrase toParaphrase toParaphrase toParaphrase to
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Paraphrase toParaphrase to
increase understandingincrease understanding
Paraphrase toParaphrase to
increase understandingincrease understandingIf I maysummarize,
does this
means
Slide 84
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Take notes to ensureTake notes to ensureTake notes to ensureTake notes to ensure
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Take notes to ensureTake notes to ensure
retentionretention
Take notes to ensureTake notes to ensure
retentionretentionhave short
pencil than a
long memory
Slide 86
RE HEARRE HEARRE HEARRE HEAR
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RE HEARRE HEARRE HEARRE HEAR R: Repeat the message you
heard
E: Empathize the sender
H: Help the sender with
question
E: Empty your mind
Slide 87
A: Attend to the speaker
R: Read between the linesDo only one thing at a time;listening is a full-time job.
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Most Irritating ListeningMost Irritating ListeningMost Irritating ListeningMost Irritating Listening
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Most Irritating ListeningMost Irritating ListeningHabitsHabits
Most Irritating ListeningMost Irritating ListeningHabitsHabits
6. Showin interest in
something other than what
the speaker is saying.
7. Saying Yes, but . . ., as ifthe listeners mind is made
up.
Slide 89
8. Topping the speakers story
with That reminds me . . .or Thats nothing; let me tell
you about. . . .
Most Irritating ListeningMost Irritating ListeningMost Irritating ListeningMost Irritating Listening
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Most Irritating ListeningMost Irritating ListeningHabitsHabits
Most Irritating ListeningMost Irritating ListeningHabitsHabits
.
talked about previously.
10. Asking too many
questions about details.
Slide 90
Based on International Listening Association , January 2001.
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Nonverbal CommunicationNonverbal Communication
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Non r a ommun cat onNon r a ommun cat on
Slide 93
all unwritten and unspokenmessages, both intentional and
unintentional.
Why do we studyWhy do we studyWhy do we studyWhy do we study
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Why o w stu yWhy o w stu ynonverbal communication?nonverbal communication?
Why o w stu yWhy o w stu ynonverbal communication?nonverbal communication?
onver a messages
communicate emotions
Nonverbal communication is
Slide 94
s rong y re a e o ver a
communication
[ http://www.soapboxorations.com/donnellking/nvcom.htm]
Forms of NonverbalForms of NonverbalForms of NonverbalForms of Nonverbal
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Forms of NonverbalForms of NonverbalCommunicationCommunication
Forms of NonverbalForms of NonverbalCommunicationCommunication
intonations
Eye contact
Facial expression
Posture and
Slide 95
gestures
Appearance of
people
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Eye contactEye contactEye contactEye contact
Slide 97
Facial expressionsFacial expressionsFacial expressionsFacial expressions
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Facial expressionsFacial expressionsFacial expressionsFacial expressions
Slide 98
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Posture and gesturesPosture and gesturesPosture and gesturesPosture and gestures
Slide 99
Hand Gestures Mean DifferentHand Gestures Mean DifferentHand Gestures Mean DifferentHand Gestures Mean Different
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Things in Different CountriesThings in Different CountriesThings in Different CountriesThings in Different Countries
Slide 100
E X H I B I T 119
Hand Gestures Mean DifferentHand Gestures Mean DifferentThings in Different CountriesThings in Different CountriesHand Gestures Mean DifferentHand Gestures Mean DifferentThings in Different CountriesThings in Different Countries
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Things in Different CountriesThings in Different Countries(contd)(contd)
Things in Different CountriesThings in Different Countries(contd)(contd)
Slide 101
E X H I B I T 119 (contd)
Communication Barriers andCommunication Barriers andCommunication Barriers andCommunication Barriers and
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Communication Barriers andCommunication Barriers andCultural ContextCultural Context
Communication Barriers andCommunication Barriers andCultural ContextCultural Context
-
Cultures that rely heavily on nonverbal andsubtle situational cues to communication.
Low-Context Cultures
Slide 102
Cultures that rely heavily on words to convey
meaning in communication.
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HighHigh--HighHigh--vs.vs.
LowLow--ContextContext
vs.vs.
LowLow--ContextContext
Slide 103
E X H I B I T 1110
f lf lf lf l
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Appearance of peopleAppearance of peopleAppearance of peopleAppearance of people
Slide 104
Forms of NonverbalForms of NonverbalForms of NonverbalForms of Nonverbal
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Forms of NonverbalForms of NonverbalCommunicationCommunication
Forms of NonverbalForms of NonverbalCommunicationCommunication
Time
Space
Territory Appearance of documents
Slide 105
(Silent messages)
How can these nonverbal forms be used to sendpositive messages?
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SSSS
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SpaceSpaceSpaceSpace
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T itT itT itT it
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TerritoryTerritoryTerritoryTerritory Intimate
Touching
6-18
Personal Close -1 to 2
Close 4-7 feet
Far - 7-12 feet
Public
Close - 12-25 feet
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Far - 2 to 4 feet
Far - 25 feet or
greater
A f d tA f d tA f d tA f d t
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Appearance of documentsAppearance of documentsAppearance of documentsAppearance of documents
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Different Cultures ...Different Cultures ...Different Cultures ...Different Cultures ...
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What is
your
space?
invasion of your space
Feel troubled
Get defensive
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Become aggressive
Retaliate
Do you know what you areDo you know what you areDo you know what you areDo you know what you are
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saying?saying?saying?saying?
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ATTITUDEATTITUDEATTITUDEATTITUDE
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e w o e eam
benefits whenever one brin s a
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positive attitude tothe table.
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