Listening & Non Verbal Communication-Prince Dudhatra-9724949948

8/7/2019 Listening & Non Verbal Communication-Prince Dudhatra-9724949948

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BusinessCommunication

(Listening & NonVerbal

Communication)

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Communication

CommunicationCommunication is defined asis defined as

giving, receiving or exchanginggiving, receiving or exchanging

information, opinions or ideasinformation, opinions or ideas

byby

writing, speech or visual meanswriting, speech or visual means,,

so that the materialso that the material

communicated is completelycommunicated is completelyunderstoodunderstood

by everyone concernedby everyone concerned..



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Communicationisa SeriesofExperiencesof

Hearing

Smell

Taste

TouchSeeing

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Organizational Communication



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What are the most common ways we

communicate?

Communication



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LEVELSOF COMMUNICATION

VERBAL CommunicationVERBAL Communication Oral CommunicationOral Communication

PhonePhone

Public speakingPublic speaking

MeetingsMeetings

NONNON--VERBAL CommunicationVERBAL Communication

Body languageBody language

Facial feelings and Eye ContactFacial feelings and Eye Contact

GesturesGestures PosturesPostures

MovementsMovements

SYMBOLIC CommunicationSYMBOLIC Communication



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Total Communication Process



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Steps of Listening

1. Hearing

2. Interpretation (listeners vocab,

knowledge and experience)

3. Evaluation ( judgement:to believe or not)

4. Response (may be in words or in body

language)



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VALUEOF LISTENING

Listening to others is an elegant art.Listening to others is an elegant art.

Good listening reflects courtesy and good manners.Good listening reflects courtesy and good manners.

Listening carefully to the instructions of superiorsListening carefully to the instructions of superiorsimprove competence andimprove competence and

performance.performance. The result of poor listening skill could be disastrousThe result of poor listening skill could be disastrous

in business, employment and social relations.in business, employment and social relations.

Good listening can eliminate a number of imaginaryGood listening can eliminate a number of imaginary

grievances of employees.grievances of employees. Good listening skill can improve social relations andGood listening skill can improve social relations and

conversation.conversation.

Listening is a positive activity rather than a passiveListening is a positive activity rather than a passiveor negative activity.or negative activity.



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Improving Listening Skills

By not being PreoccupiedBy not being Preoccupied

Being Open Minded & Non DefensiveBeing Open Minded & Non Defensive

Minimizing InterruptionsMinimizing Interruptions

Effective Listening is:Effective Listening is:

Hearing,Hearing,

Interpreting when necessary,Interpreting when necessary,

Understanding the message andUnderstanding the message and

relating to it.relating to it.

By Asking QuestionsBy Asking Questions



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Methods of Non-VerbalCommunication

Non-Verbal aspects of written communication

1. Color (uniform of different depts, white, red,green, black)

2. Pictures (pics in Brochures, posters,

advertisements)

3. Diagrams

4. Graphs and Charts

5. Maps

6. Signs and signals( +, Danger,)

7. Auditory symbols( sirens, whistles, bells, buzzers,beeps)



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BODY LANGUAGE

Wetalkwith our vocalcords, but weWetalkwith our vocalcords, but we

communicatewith ourfacialexpressions,communicatewith ourfacialexpressions,

ourtoneofvoice, our wholebody.ourtoneofvoice, our wholebody.

------PaulEkmanPaul

Ekman

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TYPESOF BODY LANGUAGE

(P) OSTURES & GESTURES(P) OSTURES & GESTURES

How do you use hand gestures? Stance?How do you use hand gestures? Stance?

(E) YE CONTACT(E) YE CONTACT

Hows your eye contact?Hows your eye contact? (O) RIENTATION(O) RIENTATION

How do you position yourself?How do you position yourself?

(P) RESENTATION(P) RESENTATION

How do you deliver your message?How do you deliver your message? (L) OOKS(L) OOKS

Are your looks, appearance, dress important?Are your looks, appearance, dress important?

(E) PRESSIONSOFEMOTION(E) PRESSIONSOFEMOTION

Are you using facial expressions to express emotion?Are you using facial expressions to express emotion?

Remember that you are dealing with PEOPLE



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Body Language Communicatesa lot..



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Eye Contact

EYE CONTACT:EYE CONTACT:

Eye is an direct and most expressive part of our body.Eye is an direct and most expressive part of our body.The eyes, eyebrows, eyelids & size of pupils convey ourThe eyes, eyebrows, eyelids & size of pupils convey ourinnermost feelings.innermost feelings.

Different ways of Eye ContactDifferent ways of Eye Contact

Direct Eye Contact: (Shows confidence)Direct Eye Contact: (Shows confidence)

Looking downwards (Listening carefully or Guilty)Looking downwards (Listening carefully or Guilty)

Single raised eyebrow (Doubting)Single raised eyebrow (Doubting)

Both raised eyebrows (Admiring)Both raised eyebrows (Admiring)

Bent eyebrows (Sudden focus)Bent eyebrows (Sudden focus)

Tears coming out (Emotional either happy or hurt)Tears coming out (Emotional either happy or hurt)

and many moreand many more



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Facial Expression

Smile covers the most part of facial expression:

Smiling is a powerful cue that transmits:HappinessFriendlinessWarmthLiking

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Gestures

A lively and animated teaching style capturesA lively and animated teaching style capturesstudents' attention, makes the material morestudents' attention, makes the material moreinteresting, facilitates learning and provides a bit ofinteresting, facilitates learning and provides a bit ofentertainment.entertainment.

If you fail to gesture while speaking, you mayIf you fail to gesture while speaking, you maybe perceived as boring, stiff and unanimated.be perceived as boring, stiff and unanimated.

Head nods, a form of gestures, communicateHead nods, a form of gestures, communicatepositive reinforcement to students and indicate thatpositive reinforcement to students and indicate thatyou are listening.you are listening.

Gesturesistheverbalornon verbalbodymovementsusedtoexpressoremphasizeanideas, anemotionorastateofmind. Itincludesthephysicalmovementofhands, legs, arms, head

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POSTURE &BODYORIENTATION:

This includes the head, eyes, eyebrows, lips,This includes the head, eyes, eyebrows, lips,necks, shoulders, figures.necks, shoulders, figures.

You communicate numerous messages by theYou communicate numerous messages by theway you walk, talk, stand and sit.way you walk, talk, stand and sit.

Standing erect, but not rigid, and leaning slightlyStanding erect, but not rigid, and leaning slightly

forward communicates to students that you areforward communicates to students that you areapproachable, receptive and friendly.approachable, receptive and friendly.

Furthermore, interpersonal closeness resultsFurthermore, interpersonal closeness resultswhen communicator & communicatee face eachwhen communicator & communicatee face eachother.other.

Speaking with your back turned or looking at theSpeaking with your back turned or looking at thefloor or ceiling should be avoided; itfloor or ceiling should be avoided; itcommunicates disinterest.communicates disinterest.



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Paralinguistic

(Non-verbal aspects of the spoken words) Tone (quality of the voice)

Volume (Loudness or softness)

Pitch (high or low note on the scale)

Speed

Pronunciation

Accent (BPOs)

Stress (on particular words can change the meaning)Hesitations and non fluencies (Mmmm,oh,ouch,ahem)

Silence (anger, displeasure, blankness, dead silence,

embarasing silence)



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Improving Body Language

Keep appropriate distanceKeep appropriate distance

Touch only when appropriateTouch only when appropriate

Take care of your appearanceTake care of your appearance

Be awareBe aware -- people may give false cuespeople may give false cues

Maintain eye contactMaintain eye contact

Smile genuinelySmile genuinely



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Making Communication Effective1.1. Short Simple Sentences & Unambiguous wordsShort Simple Sentences & Unambiguous words

2.2. Face to Face Communication, wherever possibleFace to Face Communication, wherever possible

3.3. Supplement with examples & IllustrationsSupplement with examples & Illustrations

4.4. Use FeedbackUse Feedback

5.5. Plan the CommunicationPlan the Communication

6.6. Develop empathy with audienceDevelop empathy with audience7.7. Make Verbal message congruent with Non Verbal messageMake Verbal message congruent with Non Verbal message8.8. Align message contents from receiver s view pointAlign message contents from receiver s view point9.9. Understand Physical & human environmentUnderstand Physical & human environment10.10. Organizational Structure to minimize filteringOrganizational Structure to minimize filtering

11.11. Create environment for free expression of ideasCreate environment for free expression of ideas

12.12. Use Credible sourceUse Credible source

13.13. Listen carefullyListen carefully

14.14. Preparing ground by communicating something of interestPreparing ground by communicating something of interestor value to audienceor value to audience



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Success for YOU

in the new global and diversein the new global and diverse

workplace requiresworkplace requires

excellent communication skills!excellent communication skills!



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Thank You


Listening & Non Verbal Communication-Prince Dudhatra-9724949948

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