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Chapter 2 & 3

LISTENING,LISTENING,NONVERBAL NONVERBAL COMMUNICATION, COMMUNICATION, AND INTERCULTURAL AND INTERCULTURAL COMMUNICATIONCOMMUNICATION

Business Communication: Process and Product, Mary Ellen Guffey, South-Western.

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LISTENINGLISTENING

The listening process Barriers to effective listening The dynamics of good listening How to improve your listening

effectiveness

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The Listening ProcessThe Listening Process

Perception

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The Listening ProcessThe Listening Process

Perception

Interpretation

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The Listening ProcessThe Listening Process

Perception

Interpretation

Evaluation

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The Listening ProcessThe Listening Process

Perception

Interpretation

Evaluation

Action

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LISTENING BARRIERSLISTENING BARRIERS

MentalBarriers

Inattention Prejudgment Frame of reference Closed-mindedness Pseudolistening

Physical & OtherBarriers

Hearing impairment Noisy surroundings Speaker’s

appearance Speaker’s

mannerisms Lag time

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The dynamics of good The dynamics of good listeninglistening Positive attitude Openness Involvement Retention

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3-Step Plan for Improving 3-Step Plan for Improving Your Listening Your Listening EffectivenessEffectiveness

1. Identify your personal bad listening habits.

2. Select techniques to apply immediately.

3. Create opportunities for practice.

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TIPS FOR LOUDER LISTENINGTIPS FOR LOUDER LISTENING Stop talking. Take selective notes. Capitalize on lag time. Maintain an open mind. Listen between the lines. Become actively involved. Block out competing thoughts. Control the listening environment. Provide verbal and nonverbal feedback. Silently paraphrase the speaker’s ideas.

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NONVERBAL NONVERBAL COMMUNICATIONCOMMUNICATION

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The eyes, face, and body The eyes, face, and body send silent messages.send silent messages. Eye contact Facial expression Posture and gestures

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Time, space, and territory Time, space, and territory send silent messages.send silent messages. Time (punctuality and structure of) Space (arrangement of objects in

it) Territory (privacy zones)

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Appearance sends silent Appearance sends silent messages.messages. Appearance of business

documents Appearance of people

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CONTRASTING VERBAL AND CONTRASTING VERBAL AND NONVERBAL COMMUNICATIONNONVERBAL COMMUNICATION Nonverbal communication is more

ambiguous than verbal communication. Nonverbal communication is continuous. Nonverbal communication is

multichanneled. Nonverbal communication gives more

insight into emotional states. Meanings of nonverbal communication

are often culturally determined.

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Nonverbal communication Nonverbal communication is more ambiguous than is more ambiguous than verbal communication. verbal communication. Clues may be sent unintentionally. Behaviors can represent many

meanings.

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Nonverbal communication Nonverbal communication is continuous. is continuous. Verbal symbols begin and end with

sounds. NVC continues as long as people

are together.

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Nonverbal communication Nonverbal communication is multichanneled. is multichanneled. Words come one at a time. Nonverbal cues may be seen,

heard, felt, smelled, or tasted simultaneously.

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Nonverbal communication Nonverbal communication gives more insight into gives more insight into emotional states.emotional states. Words do not always communicate

the depth of a person's feelings. When verbal and nonverbal cues

conflict, people place more stock in nonverbal ones.

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Meanings of nonverbal Meanings of nonverbal communication are often communication are often culturally determined.culturally determined.

A smile may indicate enjoyment in one culture but saving face or embarrassment in another.

Hand gestures have totally different meanings around the world.

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SIGNS AND FUNCTIONS OF SIGNS AND FUNCTIONS OF NONVERBAL NONVERBAL COMMUNICATIONCOMMUNICATION Emblems Affect displays Illustrators Regulators Adaptors

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Emblems Emblems

To replace words or phrases. Thumb’s

up indicates

"everything is go"

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Affect displays Affect displays

To supplement verbal expression of feelings

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Illustrators Illustrators

To complement a speaker's words

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Regulators Regulators

To control or regulate the flow of conversation

Raised eyebrows

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Adaptors Adaptors

To relieve tension

TAPTAP

TAP

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INTERCULTURAL INTERCULTURAL SENSITIVITYSENSITIVITY

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Recognize typical North Recognize typical North American values and traits American values and traits Emphasis on individualism Preference for informality Direct communication style Acceptance of change Importance of time

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Cultivate the right Cultivate the right attitudesattitudes Avoid ethnocentrism. Develop tolerance. Move beyond stereotypes.

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Tips for adapting Tips for adapting oral oral messages to intercultural messages to intercultural audiencesaudiences

Learn some foreign phrases. Use simple English. Observe eye messages. Encourage accurate feedback. Check frequently for comprehension. Speak slowly and enunciate clearly. Accept blame for any

misunderstandings. Listen without interrupting.

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Tips for adapting Tips for adapting writtenwritten messages to intercultural messages to intercultural audiencesaudiences Use a translator for important and

persuasive documents and those with wide distribution.

Write with short sentences and short paragraphs.

Include relative pronouns (that, which, who).

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Use precise, simple words (end instead of terminate).

Avoid contractions (they are instead of they're).

Avoid idioms (right as rain), slang (burned out), acronyms (snafu), abbreviations (ad, rep), and jargon (green mail).

Write out most numbers; for money, use the listener's currency.