Notes managerial communication mod 2 basic communication skills mba 1st sem by babasab patil...

Managerial Communication

Babasabpatilfreepptmbacom

Managerial Communication Module 2 Basic Communication Skills

Listening Skills Listening in your career

Hey listen up Want to really accelerate and sustain your career success Then youve got to be a highly

effective listener As a leader listening skills are more important than your speaking skills No question

Here are ten ways which can help you become a better listener

Listen for ideas and central themes

Search for the speakers central theme or main points instead of getting lost in or reacting to the supportive

details

Judge content not delivery

Focus to your best ability on what the speaker is saying and try not to be unduly influenced by their way of

saying or delivering the message

Search for areas of interest

It is extremely easy to tune out from a speaker so work on sharing his or her enthusiasm Search for new

ideas or insights which might be beneficial to you

Dont jump to conclusions

Its easy to assume that you know the rest of a sentence or message after hearing the beginning Avoid

prejudging a message so you can receive and evaluate the whole message

Take notes

By taking notes you sharpen your reception understanding and of course retention of the information

Concentrate and resist distraction

External distractions include non-related things you can see or hear which may be impacting your other

senses Internal distractions occur when your mind wanders into unrelated memories or shifts its focus to

worries plans or anticipations Stay focused

Use the fast pace of thought to your advantage

Most people can think three or four times faster than they speak Dont let your quick mind indulge in all

sorts of thoughts unrelated to the conversation Capitalize on your thinking speed by actively sensing

interpreting evaluating and summarizing the messages being received

Check your emotions

It has been said that the intellect is the slave to emotions Be sensitive to things that trigger your emotions

and increase your efforts to focus on a clear reception and understanding of what is being said

Exercise your mind

You can turn away and tune out from complicated or difficult subjects or you can intellectually wrestle with

complex information so that you will have a chance to grow and strengthen your own intellect


Babasabpatilfreepptmbacom Page 2

Work at listening

Be an active listener Ask questions and seek clarification Actively share in the speakers efforts to improve

your level of understanding whether or not you think you agree

Benefits of good listening

Most people want to be heard but paradoxically very few people are good at listening Learning to listen

offers benefits both on and off the job

We‟ve all learned about the importance of polished and professionalspeaking skills but what about listening

skills Why do so many people crave the company of a good listener

Simply put because most people are terrible at listening People tend to spend more time evaluating what

the speaker is saying or mentally composing their responses than they do actually listening

The fact that so few people are good listeners means that people who do possess this rare skill set have some

advantages

Here are six

Benefit of Listening Respect

When you listen with full attention you are communicating respect By offering speakers respect you gain

theirs

Benefit of Listening Airtime

If you listen first others are more likely to return the favour There will always be people who because of

stress self-absorption or other reasons will use another persons ear and not return the favour Nevertheless

the great majority of individuals understand there should be give and take in conversation

Benefit of Listening Information

Attentive listening helps you learn more about other people Knowing more about people is helpful in

your professional life as well as personal life Imagine the benefits when you understand your boss

colleagues customers spouse friends and family members better

Benefit of Listening Increased Likability

Even people who aren‟t shameless narcissists crave attention People like people who listen You may also

find that as you listen to people more you like them more

Benefit of Listening Better Relationships

Listening creates a feeling of goodwill in intimate and professional relationships Improve your relationships

by listening non-judgmentally to the concerns and problems of others The more you listen without

judgment the more freedom speakers have to find their own solutions to problems

Benefit of Listening Greater Clarity



Careful listening helps you avoid some of the confusion misunderstandings and conflicts that are common

in conversations Careful listening offers an opportunity to circumvent the usual arguments and conversation

traps

The benefits of listening are interdependent and synergistic ndash the more you reap one benefit of good

listening the more listening you will do and the more the other benefits will start to pile up As with most

other social skills to master listening practice is required Luckily the world is full of people who feel

unheard and like no one is paying attention

To better understand the importance of having greatlistening skills it is necessary to take into consideration

the multiple advantages that can derive from it in the workplace and by extension in the classroom

1-In the workplace

a) Employeersquos perspective For the employee listening Expands capacity and knowledge

Great listening skills make an employee more competent and capable regardless of his position The more

an individual can get information out of the meetings the instructions and reports provided to him the more

efficient and successful he will at completing his tasks By listening effectively he s able to grasp the t

exact information he needs in order to execute his work without committing regrettable mistakes Also as a

result listening enriches know-how and knowledge and helps fulfilling job requirements through

progressive learning

-Intensifies successful conversation Another advantage of effective listening for an employee is that he

becomes a better team player If employees take the time to listen to each other to their suggestions

warnings advice and informational inputs it allows them and the departments they work in to coordinate

better to avoid misunderstandings and build profitable relationships among workers Furthermore

effective listening reduces risks of inter-personal conflicts in a workplace creates an environment of peace

respect which facilitates enduring success for the whole enterprise

-Saves time and money Effective listening not only reduces risks of misunderstanding and mistakes that

could be very damaging to the business it saves time and money for all departments forming a collaborative

workforce How hellip by avoiding the trouble and inconvenience of starting a task or a project over again

just because the directives given were misunderstood Employees do not waste precious time and a specific

budget allocated to a specific project given that time and money are the two most important resources in

business

b) Leaderbossrsquos perspective For a manager listening



- Helps detects and solve problems quickly As a leader an entrepreneur should always be attentive to

what employees have to say whether it concerns the mechanism the processes or the project of a business

platform In the workplace they are the first ones to spot flaws and come up with suggestions for

amelioration It is up the manager to grasp and distinguish necessary and useful information to take the

actions needed In the same perspective with ldquogood earsrdquo he‟s able to make better decisions and to discover

more about all aspects of the company

-Confers respect and trust By listening to staff members a leader shows great respect and care to them As

a result he gains the trust and esteem of workers and achieve referent power as mentioned by French amp in

Raven in the article ldquothe bases of social powerrdquo As an appreciated leader he gets people to open up and is

able to collect useful information about them and their capabilities

- Enhances motivation and encouragement Listening gives a leader the power and ability to encourage

and motivate employees Moreover a boss who listens stimulates his subordinates in reaching their maximal

potential and at the same time a maximum success This is way to inspire a level of commitment in people

and the feeling of membership Sometimes it only take for a boss to listen to someone and give feedback

showing understanding for the same person to feel he‟s part of a group to find the encourage to overcome

some difficulties he might find at work

- Allows better negotiations terms and resistance overcoming A leader also assumes the role of a

negotiator and often faces problematic situations in negotiations When the parties are more focusing on

imposing their ideas and getting approval for their suggestions and propositions they miss important

information such as the underlying demands and offer of each group The meeting can continue on for the

interlocutors to realize at the end that they did not manage to come to an agreement Knowing how to listen

effectively keeps negotiators from committing these types of errors and capture useful information that will

be able to use against the opponent and bend his offer at their benefit

c) Customerrsquos perspective For the relations customers have with the company listening

-Strengthen customer relationships and facilitates products and services improvement

By putting in place a system to collect customers‟ feedback on the usage of a product or a service the

company let the consumers know that their opinion matters and gain their loyalty Furthermore the

suggestions critics and experience are used to ameliorate the products and services and innovate



2-In the classroom A student listening in class ( image taken

from httpwwwprovidenceeduoasshopnotehtm)

a) Studentrsquo perspective Overall effective listening contribute to the student‟s progress and the immediate

and observable advantages are that it -Enriches knowledge

-Allows to sort select and retain essential information

For more information about the subject click here

b) Teacherrsquo perspective As for the teacher who has the responsibility of guiding instructing students when

he listens he s able to - Uncover areas of misunderstanding and flaws in which students with whom

students struggle more

- Improve teaching skills because the instructor learns to what method students respond better

Problems with ineffective listening

1 Others will become wary if you dont have the ability to listen

2 Perceived as less intelligent

3 Wasted time

4 Repeating messages is time-consuming

5 Energy can be spent on more important tasks

6 Businesses can lose money on behalf of employees poor listening skills (ie flight) Poor Listening

is Costly

7 Effective listening is a staple of reaching ones goal

8 By concentrating you avoid repeating a question already asked

9 Listening can lead to opportunities

10 Take ADVANTAGE Poor Listening Limits Your Chances for Success Pseudolistening faking

attention Dont engage in pseudolistening

Ineffective listening causes misunderstandings mistakes and problems which can be not only dangerous but

also fatal because

without listening we take away information from ourselves that is needed for an appropriate

response to a persons message

we increase the probability of mistakes by not fully understanding what the individual wants to say



we are running the risk of appearing ill-mannered because we interrupt the conversation

we are wasting time by returning to restore the information we consciously or unconsciously didnt

hear

we entangle our interlocutor into unnecessary discussions by making them answer our inaccurate or

incorrect statements

we are slowing down the pace of the conversation it is decreasing because of distorted information

many misunderstandings or because of the interlocutors attempts to fight with the other persons

poor listening and similar

Hearing versus listening

What is hearing

Hearing is an action in which just the sound is perceived by the ear and it requires no or very little

concentration Very little or no effort is required as your mind is occupied in other thoughts or perhaps you

are engaged in a different task while the other person is sharing his or her thoughts with you Words spoken

are just heard This is a passive process

What is listening

Listening is an action where you choose to actively concentrate on what you hear and your brain processes

the information into knowledge You need to put in a lot of effort in terms of attention processing thinking

analysing and concentrating You do not think about anything else or get engaged in any other tasks but

you sit down and listen to what the speaker is saying word by word You look into the feeling and meaning

of what is being said Words spoken are listened to and processed This is an active process

Difference between hearing and listening

Hearing

We always hear something around us all the time and it is just a physical ability For example while you are

at home you might hear the sound of other people talking sound of cooking in the kitchen sound of

television and sound of anything that is happening around While you are at work depending on where you

work you hear the sound of various things around you While on the road you hear the sound of traffic and

any events in the public the people laughing talking shouting etc And at the end of the day after you go

to bed and fall asleep you hear sounds even while you sleep All these happen around you and you do not



necessarily see the incidents It is just sound waves reaching your ears Hearing is an alarm system which

operates even outside of the line of sight

This also applies to music Nowadays music is played everywhere in shopping malls in restaurants in

supermarkets in offices and everywhere It puts people in a situation where they just hear this music as

every other noise around them Not all of us listen to that music and acquire anything from it People lose

the chance of acquiring any skills from it and in a way it devalues music Most people use music to just fill

the silence while they are doing other tasks

Listening

When you need to listen you need to pay attention because you need to interpret and respond in the end

Listening is a skill which is diminishing and this can be due to advancement in digital technology not

wanting to concentrate or too much of information to handle Listening is a skill that can be improved with a

little bit of hard work dedication and determination Everywhere and in every relationship we come across

this complaining phrase quite often ldquoYou never listenrdquo or ldquoYou do not want to listenrdquo As Ernest

Hemingway quotes ldquoWhen people talk listen completely Most people never listenrdquo

A typical example that we come across in our day to day life is people reading something on the internet

and responding to the speaker trying to listen to someone or typing something on the computer eyes on

the screen and an ear listening to the other person or texting on the mobile and responding to someone who

is talking to you These are common scenarios we come across in offices and personal lives almost every

day These behaviours clearly indicate that the listener is behaving in an awful manner not respecting the

other and indirectly this tells the speaker that they are less important than the work that the listener is doing

This puts the speaker in an awful situation and makes them feel inferior

Hearing Vs Listening - A Summary

Hearing Listening

It is a physical ability and not a conscious act It is a skill and is a conscious act (Psychological)



Hearing Listening

(Physiological)

Is hearing randomly Is listening intentionally and analysing

Everyone hears unless there is a physical disability Not everyone listens

Perceiving sound by the ear Making an effort to hear and it involves reception

analysis interpretation and response

Involuntary Voluntary

You just hear sound and noise but do not

understand much You understand what is being said or heard

Does not need focus Needs focus and care

Hearing uses only one of the five senses which is

hearing

Listening uses hearing seeing and sometimes the sense

of touch too

Receiving sound vibrations Observing the behaviour and adding meaning to what

the speaker says

Passive Active

The only similarity between hearing and listening is that you do both with the aid of ears

Listening is very important when it comes to customer services and other professions where you have to

listen to people at all times for example doctors nurses occupational therapists counselors journalists

interviewers teachers tutors advisers etc Almost all professions require listening skills at some point or

the other In an office and home environment we are most of the time around people who want to be

listened So it is always good to improve your listening skills and be a better listener and a better human

Perception

The way in which something is regarded understood or interpreted



A process by which individuals organize and interpret their sensory impressions in order to give meaning to

their environment

Factors Influencing Perception

middot The Perceiver ndash attitudes motives interests experiences expectations

middot The Target ndash novelty motions sounds size background proximity similarity

middot The Situation ndash time work setting social situation

Assessing others perceptions

Attribution Theory When individuals observe behavior they attempt to determine whether it is internally

(under the personal control of the individual) or externally (outside causes ldquoforcerdquo you to behave a certain

way) caused

Fundamental Attribution Error The tendency to underestimate the influence of external factors and

overestimate the influence of internal factors when making judgments about the behavior of others

Self-Serving Bias The tendency for individuals to attribute their own successes to internal factors while

putting the blame for failures on external factors

characteristics of good and bad listeners

Appreciates all parts of what is being said

Concentrates pays attention

Takes brief notes that are to the point if needed

Is open to the ideas presented

Holds eye contact and has good body posture

Responds to the speakers tone and inflections

Uses eye contact appropriately

Is attentive and alert to a speakers verbal and nonverbal behavior

Is patient and doesnt interrupt (waits for the speaker to finish)

Is responsive using verbal and nonverbal expressions



Asks questions in a no threatening tone

Paraphrases restates or summarizes what the speaker says

Provides constructive (verbal or nonverbal) feedback

Is empathic (works to understand the speaker)

Shows interest in the speaker as a person

Demonstrates a caring attitude and is willing to listen

Doesnt criticize is nonjudgmental

Is open-minded

Characteristics of a Poor Listener

Has a wandering mind gaze

Show no enthusiasm

Slumps

Likes to argue the point

Takes too many notes thus missing the point

Is easily distracted

Interrupts the speaker (is impatient)

Doesnt give eye contact (eyes wander)

Is distracted (fidgeting) and does not pay attention to the speaker

Is not interested in the speaker (doesnt care daydreaming)

Gives the speaker little or no (verbal or nonverbal) feedback

Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied

Gives unwanted advice

Too busy to listen

Types of listening

Here are six types of listening starting with basic discrimination of sounds and ending in deep

communication



Discriminative listening

Discriminative listening is the most basic type of listening whereby the difference between difference

sounds is identified If you cannot hear differences then you cannot make sense of the meaning that is

expressed by such differences

We learn to discriminate between sounds within our own language early and later are unable to

discriminate between the phonemes of other languages This is one reason why a person from one country

finds it difficult to speak another language perfectly as they are unable distinguish the subtle sounds that

are required in that language

Likewise a person who cannot hear the subtleties of emotional variation in another persons voice will be

less likely to be able to discern the emotions the other person is experiencing

Listening is a visual as well as auditory act as we communicate much through body language We thus also

need to be able to discriminate between muscle and skeletal movements that signify different meanings

Comprehension listening

The next step beyond discriminating between different sound and sights is to make sense of them To

comprehend the meaning requires first having a lexicon of words at our fingertips and also all rules of

grammar and syntax by which we can understand what others are saying

The same is true of course for the visual components of communication and an understanding of body

language helps us understand what the other person is really meaning

In communication some words are more important and some less so and comprehension often benefits

from extraction of key facts and items from a long spiel

Comprehension listening is also known as content listening informative listening and full listening

Critical listening

Critical listening is listening in order to evaluate and judge forming opinion about what is being said

Judgment includes assessing strengths and weaknesses agreement and approval

This form of listening requires significant real-time cognitive effort as the listener analyzes what is being

said relating it to existing knowledge and rules whilst simultaneously listening to the ongoing words from

the speaker

Biased listening

Biased listening happens when the person hears only what they want to hear typically misinterpreting what

the other person says based on the stereotypes and other biases that they have Such biased listening is often

very evaluative in nature



Evaluative listening

In evaluative listening or critical listening we make judgments about what the other person is saying We

seek to assess the truth of what is being said We also judge what they say against ourvalues assessing them

as good or bad worthy or unworthy

Evaluative listening is particularly pertinent when the other person is trying to persuade us perhaps to

change our behavior and maybe even to change our beliefs Within this we also discriminate between

subtleties of language and comprehend the inner meaning of what is said Typically also we weigh up the

pros and cons of an argument determining whether it makes sense logically as well as whether it is helpful

to us

Evaluative listening is also called critical judgmental or interpretive listening

Appreciative listening

In appreciative listening we seek certain information which will appreciate for example that which helps

meet our needs and goals We use appreciative listening when we are listening to good music poetry or

maybe even the stirring words of a great leader

Sympathetic listening

In sympathetic listening we care about the other person and show this concern in the way we pay close

attention and express our sorrow for their ills and happiness at their joys

Empathetic listening

When we listen empathetically we go beyond sympathy to seek a truer understand how others are feeling

This requires excellent discrimination and close attention to the nuances of emotional signals When we are

being truly empathetic we actually feel what they are feeling

In order to get others to expose these deep parts of themselves to us we also need to demonstrate our

empathy in our demeanor towards them asking sensitively and in a way that encourages self-disclosure

Therapeutic listening

In therapeutic listening the listener has a purpose of not only empathizing with the speaker but also to use

this deep connection in order to help the speaker understand change or develop in some way

This not only happens when you go to see a therapist but also in many social situations where friends and

family seek to both diagnose problems from listening and also to help the speaker cure themselves perhaps

by some cathartic process This also happens in work situations where managers HR people trainers and

coaches seek to help employees learn and develop



Dialogic listening

The word dialogue stems from the Greek words dia meaning through and logos meaning words Thus

dialogic listening mean learning through conversation and an engaged interchange of ideas and information

in which we actively seek to learn more about the person and how they think

Dialogic listening is sometimes known as relational listening

Relationship listening

Sometimes the most important factor in listening is in order to develop or sustain a relationship This is why

lovers talk for hours and attend closely to what each other has to say when the same words from someone

else would seem to be rather boring

Relationship listening is also important in areas such as negotiation and sales where it is helpful if the other

person likes you and trusts you

Energy - physical and mental

Perhaps all people have two types of energyndashmental and physicalndashand they‟re not interchangeable

Think about people who are introverted versus extroverted You can try to force yourself to be your

opposite but you will be unhappy doing do and the longer you do it the more likely you are to end up

depressed

Some people have excessive amounts of physical energy They‟re known as ldquohyperactiverdquo Some people

have excessive amounts of mental energy We tend to be called ldquolazyrdquo Most everyone else has a balance

between the two (ldquoaveragerdquo) although some people have excessive amounts of both (Benjamin

Franklin comes to mind) these people with endless ideas and the energy to accomplish them are called

ldquogeniusesrdquo (Of course it‟s possible to be a genius with only one type of energy but most of the people who

truly become epic and go down in history have huge amounts of both)

the number of people who have almost unlimited amounts of both physical and mental energy are a rarity



Situational knowledge

I define situational knowledge as the knowledge you have for the duration of a project or release but which

you‟ll probably let fade after six months (or less) Maybe it won‟t fade but it won‟t be as far to the front of

your brain as newer knowledge you pick up

Verbal and non verbal skills



Nonverbal Communication

Oculesics is one form of nonverbal communication which is the transmission and reception of meaning

between communicators without the use of words It can include the environment around the

communicators the physical attributes or characteristics of the communicators and the behavior of the

communicators[3]

The four nonverbal communication cues are spatial temporal visual and vocal Each relates to one or more

forms of nonverbal communication

Chronemics - the study of time

Haptics - the study of touch

Kinesics - the study of movement

Oculesics - the study of eye behavior

Olfactics - the study of scent

Paralanguage - the study of voice communication outside of language

Proxemics - the study of space

Proxemics

the branch of knowledge that deals with the amount of space that people feel it necessary to set between

themselves and others

Proxemics is a subcategory of the study of nonverbal communication along with haptics (touch) kinesics

(body movement) vocalics (paralanguage) and chronemics (structure of time)[1]

Proxemics can be defined

as the interrelated observations and theories of mans use of space as a specialized elaboration of culture[2]

Types of Proxemics

Intimate ndash 0 to 10 inches ndash Reserved for close friends and family

Personal ndash 18 inches to 4 feet ndash For friends and informal conversation

Social ndash 4 to 12 feet ndash An area for formal conversation and business transactions

Public ndash beyond 12 feet

In the United States there are four types of ldquodistancerdquo which people use to communicate on a face-to-

face basis



These include

Intimate distance (0-2 ft)

Personal distance (2-4ft)

Social distance (4-12 ft)

Public distance (gt12 ft)

Intimate distance is that which is used for very confidential communications This zone of distance is

characterized by 0 to 2 feet of space between two individuals An example of intimate distance is two people

hugging holding hands or standing side-by-side People in intimate distance share a unique level of comfort

with one another Those who are not comfortable with someone who approaches them in the intimate zone

will experience a great deal of social discomfort or awkwardness

Personal distance is used for talking with family and close friends Although it gives a person a little more

space than intimate distance it is still very close in proximity to that of intimacy and may involve touching

Personal distance can range from 2 to 4 feet Like intimate distance if a stranger approaches someone in the

personal zone he or she is likely to feel uncomfortable being in such close proximity with the stranger

Social distance is used in business transactions meeting new people and interacting with groups of people

Social distance has a large range in the distance that it can incorporate From 4 to 12 feet it is clear that

social distance depends on the situation Social distance may be used among students co-workers or

acquaintances Generally people within social distance do not engage in physical contact with one another

People may be very particular about the amount of social distance that is preferred Some people may

require much more physical distance than others Many times if a person comes too close to another

individual the individual is likely to back up and give himself the amount of space that he feels

more comfortable in



Public distance is measured at 12 or more feet between persons An example of this is illustrated in the

following picture where two men sit far apart on a park bench in order to preserve their public distance

Each of the previous types of proximity are heavily influence by peoples perception of what the correct

type of distance should be in a certain situation

Culture is one of the factors which contribute to peoples perceptions of how proxemics should be used

People from different cultures have different views on what the proper personal space should be For further

information please see the proxemics and culture page to learn more about how culture affects peoples

spatial preferences

Territoriality

There are four forms of human territory in proxemic theory They are

public territory

a place where one may freely enter This type of territory is rarely in the constant control of just one

person However people might come to temporarily own areas of public territory

interactional territory

a place where people congregate informally

home territory

a place where people continuously have control over their individual territory

body territory

the space immediately surrounding us

These different levels of territory in addition to factors involving personal space suggest ways for us to

communicate and produce expectations of appropriate behavior



Environmental factors

The setting in which you try to communicate to a person can play an important role in how effective your

communication is Things such as outside noise or distractions that take away your audiences attention can

limit the amount of information he actually retains Obstacles that remove your direct line of vision with a

person or his vision with a visual presentation also can affect the way he retains information

There are several environmental factors that can enhance or detract from communication Some of

the barriers to effective communication include echoes long distance barriers noise poor lighting and

visual noise

Poor lighting takes away visual cues and body language that many people need especially people who may

be hard of hearing Any visual displays cannot be seen well in poor lighting conditions taking even more

away from the communications process Noise is another environmental factor that adversely effects

communication The noise can be traffic noise outside an office or place of business which blends into what

is called white noise or the noise of an annoying co-worker talking on their cell phone to a family member

Noise is simply anything that can be heard that is distracting and takes attention away from the intended

communications

Long distance can detract from effective communications in that it takes longer for verbal communication to

reach its target and sometimes visual cues and body language are taken out of the equation Technology has

improved phone service to the public over the past few decades where communication via voice is now

reliable to anywhere in the world but without visual clues and body language the communication process is

not at an optimum

Visual noise can refer to anything that is distracting in a visual manner such as traffic going by outside an

office window or a fight between co-workers Once a person becomes interested in something other than the

person talking to them the communication process stops

The key to effective communications is to recognize and eliminate all or as much of these environmental

factors that take away from the communications process While there may be some factors that you cannot

control the fact is there are many of them you can and should eliminate



Communication competence

Defn the ability to use the language correctly and appropriately to accomplish communication goals

Communicative competence is made up of four competence areas linguistic sociolinguistic discourse and

strategic

Linguistic competence is knowing how to use the grammar syntax and vocabulary of a language

Linguistic competence asks What words do I use How do I put them into phrases and sentences

Sociolinguistic competence is knowing how to use and respond to language appropriately given the

setting the topic and the relationships among the people communicating Sociolinguistic

competence asks Which words and phrases fit this setting and this topic How can I express a

specific attitude (courtesy authority friendliness respect) when I need to How do I know what

attitude another person is expressing

Discourse competence is knowing how to interpret the larger context and how to construct longer

stretches of language so that the parts make up a coherent whole Discourse competence asks How

are words phrases and sentences put together to create conversations speeches email messages

newspaper articles

Strategic competence is knowing how to recognize and repair communication breakdowns how to

work around gaps in one‟s knowledge of the language and how to learn more about the language

and in the context Strategic competence asks How do I know when I‟ve misunderstood or when

someone has misunderstood me What do I say then How can I express my ideas if I don‟t know

the name of something or the right verb form to use

In the early stages of language learning instructors and students may want to keep in mind the goal of

communicative efficiency That learners should be able to make themselves understood using their current

proficiency to the fullest They should try to avoid confusion in the message (due to faulty pronunciation

grammar or vocabulary) to avoid offending communication partners (due to socially inappropriate style)

and to use strategies for recognizing and managing communication breakdowns



Chronemics

Chronemics studies time usage in nonverbal communication it states that the way we perceive time is a

powerful communication tool How we perceive time can be expressed by our punctuality our willingness

to wait the speed of our speech and the amount of time people are willing to listen

Chronemics is how we perceive time and how it can define the importance of someone or something Some

people are very important and only have the time to see people through appointments and in that instance

his time shows how important he is Timing is very important when either calling in an an appointement or

responding to a letter or e-mail because timing leads to expectations and could possibly influence the

communication that will occur when you are face-to-face Chronemics varies greatly from culture to culture

and they are based upon monochronic and polychronic America is a monochronic country which means that

time is viewed as a commodity it is scheduled managed and arracnged Many spanish speaking cultures

are polychronic which means they do several things at the same time They will break appointments and

meetings if their family needs them without any guilt or an apology

Predictable patterns between cultures with differing time systems

Monochronic People Polychronic People

do one thing at a time do many things at once

concentrate on the job are highly distractible and subject to interruptions

take time commitments (deadlines schedules)

seriously consider an objective to be achieved if possible

are low-context and need information are high-context and already have information

committed to the job are committed to people and human relationships

adhere religiously to plans change plans often and easily

are concerned about not disturbing others follow are more concerned with those who are closely related



rules of privacy and consideration than with privacy

show great respect for private property seldom

borrow or lend borrow and lend things often and easily

emphasize promptness base promptness on the relationship

are accustomed to short-term relationships have strong tendency to build lifetime relationships

Jargon The specialized language of a professional occupational or other group often meaningless to

outsiders

Jargon is the technical terminology or characteristic idiom of a special activity occupational or social

group[1]

The philosopherCondillac observed in 1782 that every science requires a special language

because every science has its own ideas As a rationalist member of the Enlightenment he continued It

seems that one ought to begin by composing this language but people begin by speaking and writing and

the language remains to be composed[2]

In earlier times the term jargon would refer to trade languages

used by people who spoke different native tongues to communicate such as the Chinook Jargon

In other words the term covers the language used by people who work in a particular area or who have a

common interest Much likeslang[3]

it can develop as a kind of shorthand to express ideas that are

frequently discussed between members of a group though it can also be developed deliberately using chosen

terms A standard term may be given a more precise or unique usage among practitioners of a field In many

cases this causes a barrier to communication with those not familiar with the language of the field For

example bit byte and hexadecimal are jargon terms related to computing[3]

Euphemisms

A euphemism is a generally innocuous word or expression used in place of one that may be found offensive

or suggest something unpleasant[1]

Some euphemisms are intended to amuse while others use bland

inoffensive and often misleading terms for things the user wishes to dissimulate or downplay Euphemisms

are used for dissimulation to refer to taboo topics (such as disability sex excretion and death) in a polite

way and to mask profanity[2]

The opposite of euphemism roughly equates to dysphemism

Euphemisms may be used to avoid words considered rude while conveying their meaning Kiss my you-

know-what instead of the more vulgar Kiss my assarse the expletive sugar to substitute shit Some



euphemisms are so commonly used as to be standard usage pass away for die Over the centuries

euphemisms have been introduced for latrine and themselves replaced as they came to be considered

unacceptable toilet once itself a euphemism is often euphemised as bathroom restroom etc

Euphemisms are used to downplay and conceal unpalatable facts as collateral damage for civilian

casualties in a military context and redacted for censored

Euphemisms are usually employed to avoid saying anything controversial or indiscreet and can be really

witty and out-and-out comical at times From classic literature to movies and from boardrooms to drawing

rooms euphemisms are extensively used everywhere when talking about sex violence or any other topics

that is deemed as taboo or inappropriate in the civil society Whats more euphemisms can make your

dialogues more poetic add certain amount of sophistication to them and make them sound more proper and

right Euphemisms are an easy way to express oneself in a nice way without hurting or shocking anyone

Hope this extensive list of examples on euphemism will help you master the skill of polite conversation

better and make you appear more couth

Avoiding Racist Language

What is Racism

Racism is the belief that race accounts for differences in human character or ability and that a particular race

is superior to others

Discrimination or prejudice based on race

Being racist can offend readers

it can also make them feel excluded or categorized

What is Sexism

prejudice or discrimination based on sex

attitudes or behavior based on traditional stereotypes of sexual roles

Reference to a persons race should only be mentioned if it is relevant to the situation

Avoid negative stereotypes of different ethnic groups

Respect preferred labels of each ethnic group

Avoiding Sexist Language

Avoid male or female pronouns when referring to groups composed of both men and women

Also try to avoid the use of word combinations such as him and her hisher and she



Do not use gratuitous modifiers when the person practising the profession happens to be a woman

Examples

There are many alternatives to gender-biased language

Original mankind

Alternatives humanity people human beings

Original mans achievements

Alternative human achievements

Original man-made

Alternatives synthetic manufactured machine-made

Original the common man

Alternatives the average person ordinary people

Original man the stockroom

Alternative staff the stockroom

Original nine man-hours

Alternative nine staff-hours

Paralanguage

Paralanguage is nonverbal communication such as your tone pitch or manner of speaking

An example of paralanguage is the pitch of your voice

The set of nonphonemic properties of speech such as speaking tempo vocal pitch and intonational

contours that can be used to communicate attitudes or other shades of meaning

You may have heard someone say Its not what he said its the way he said it

Inflection can have an effect on the impact of a message and while inflection is applied to words it is a

nonverbal treatment which can completely change the meaning a person would be expected to attach to the

words Inflections or emphasis applied vocally to a message are known as paralanguage

Paralanguage sounds just the opposite from the words themselves Someone may have greeted you with a

good morning but the tone of the words revealed that it was anything but a good morning

Paralanguage or vocalics is a part of non-verbal communication because it is not related to the content or

verbal message but the other attributes of speaking which include the pitch the tone the volume tempo

rhythm articulation resonance nasality and even the accent of the speaker collectively known as prosody

Paralanguage is thus the study of nonverbal cues of the voice A notable linguist George L Trager



developed a classification system to study the vocal cues which consist of the voice set voice qualities and

vocalization

Voice Set The voice set is defined as the context in which the speaker is speaking The factors that

influence this context are taken into account which include elements like the situation gender mood age or

even a persons cultural background

The Voice Qualities The voice quality is defined by factors like volume pitch tempo rhythm articulation

resonance nasality and accent These factors actually give each individual a unique voice print

Vocalization This factor takes into account three elements characterizers qualifiers and segregators

Characterizes are emotions that are expressed while speaking like smiling frowning or yawning A voice

qualifier refers to the style of delivering a message Vo

Ocuselics

Oculesics a subcategory of kinesics is the study of eye movement eye behavior gaze and eye-

related nonverbal communication The specific definition varies depending on whether it applies to the

fields of medicine or social science

Eyes are perhaps the most expressive features on human beings You can say so much from one look that

you exchange be it a positive one or a condescending look the eyes say it all Oculesics is the study of the

role of eyes in nonverbal communication Eye contact can indicate a lot of emotions ranging from interest

attention and involvement A simple gaze comprises the actions of looking while talking while listening or

even while observing Other factors that can be studied to correlate them with the purpose of communication

is the timing of ones gaze frequency of glances patterns of fixation pupil dilation and even the rate of

blinkling

Eye contact indicates interest opennesss and sometimes even arousal though aggressive eye contact--or

staring--can be interpreted as a sign of hostility In addition to this lack of eye contact also transmits a

message oftentimes that the listener is bored andor is not paying attention It must be noted that culture

plays a role in oculesics for the necessity of eye contact and the civility it provides in American culture

differs greatly from an Asian culture for example where eye contact is often considered rude

Haptics



Haptics refers to the study of touching as a tool of nonverbal communication The various forms of touching

that can be included in non-verbal communication includes handshakes holding hands kissing back

patting high fives or even brushing an arm Also someone fidgeting with their own hands or running their

fingers through their hair is also involuntarily sending a message about their level of involvement and

interest in the communication process and are referred to as adaptors The meaning conveyed from a touch

is however highly dependent upon several other factors like the context of the situation or even the

relationship between communicators

Kinesics

Kinesics is the study of body movement facial expressions and gestures Five kinds of kinesics are used

in our everyday communication These five are emblems illustrators affect displays regulators and

adaptors Developed by anthropologist Ray L Birdwhistell in the 1950s Kinesics is nothing but the study of

body movements facial expressions and gestures Kinesics studies include the study of following elements

Posture Body posture says a lot about a persons degree of attention or involvement the difference in status

between communicators and also the level of fondness a person has for the other one The studies carried

out int the field of kinesics reveal that mirror-image congruent postures where one persons left side is

parallel to the others right side leads to favorable perception of communicators and positive speech Also if

a person leans forward or a shows a decrease in the backwards lean it signifies positive sentiment during

communication Posture can be studied through various indicators like direction of lean body orientation

arm position and overall body movement

Gestures A thumbs up or a simple wave of the hand says so much Yes gestures form an integral part of

non-verbal communication Gestures allow us to express a variety of emotions and thoughts like contempt

hostility approval affection etc



Kinesics is the non-verbal behavior related to movement either of any part of the body or the body as a

whole All body movements that show what the person is really thinking can be classified as kinesic

Kinesic communication is one of the obvious forms of non-verbal communication and is the most talked

about but it can also be one of the most confusing because there can be so many different meanings among

different cultures Some movements could be offensive to other cultures or some movements may just have

no meaning to some and they will not now what you are portraying and there will be confusion Body

language differs between every culture and therefore is almost impossible to have a worldly known

movement Kinesics can be broken down into five categories emblems illustrators affect displays

regulators and adaptors

Emblems

Non-verbal messages that have a verbal counterpart To show you what that means the British use a sign for

victory That sign is holding up the forefinger and the middle finger to create a V for victory but in the US

we might see that more as a number 2 and in Australia that could be insulting Making the O sign for ldquookrdquo

can also be seen as the number zero meaning that whatever they were trying or doing was worthless Even

though there are endless meanings and to all the movements of body language we can still identify with

what was intended because a lot of movements are known throughout the world and even though that may

not be their custom they will might understand that it was not intended the way they took it

Illustrators

Illustrators are used more consistently to illustrate what is being said and the amount of different uses or

meanings they may have are endless Like in Latin cultures they use illustrators more then they do in Anglo-

Saxon cultures and if you dont use them they consider that a lack of interest and Anglo-Saxon cultures use

illustrators more then Asian cultures Asian cultures consider using illustrators a lack of intelligence

Affective Displays

Affective Displays are facial movements that show a certain emotional state The basic displays are

mostly universal because everyone knows them like sadness happiness scared but the amount that it is used

can vary drastically from culture to culture Some may think that if you dont use affective displays then you

lack emotion but that is not true Take an Italian they normally show their anger more in situations and a

Japanese person who may show anger just as much In Italy you can express those displays of emotion but in

Japan you might be expected to not show as many affective displays because of the way their culture is



Regulators

Regulators are non-verbal signs that regulate modulate and maintain the flow of speech during a

conversation These can be both kinesic such as the nodding of a head as well as nonkinesic such as eye

movements Regulators moderate the flow of information and are frequently used to see if the person they

are talking too has understood the message Vargas (1986) notes that black students in the US felt insulted

because they perceived that they were being talked down to by their white educators She concluded that

black students made different use of regulators and that therefore the white educators were under the

impression that the black student did not understand what was being said to them Whereas the white

students would nod an murmur ldquouh-huhrdquo black students in the research appeared to nod less perceivably

and use ldquomhmrdquo as a regulator utterance Regulators are vital to the flow of information Therefore a

misinterpreted regulatory non-verbal sign may be highly confusing in international business communication

and lead to serious problems such as the problem shown above

Adaptors

Adaptors include postural changes and other movements at a low level of awareness frequently made to

feel more comfortable or to perform a specific physical function Because adaptors are usually carried out on

a low level of awareness they have been hailed as the secret to understanding what your conversation

partner really thinks Many adaptor movements such as moving in a chair may be employed more

frequently to resolve a specific physical situation rather than being an indicator of bdquosecret thoughts So its

hard to tell whether its a secret thought or if its just getting physically comfortable Adaptors as such may

not carry any significant meaning neither in their own culture nor across cultural boundaries However

adaptors may easily be read as emblems across cultural borders even if not intended As adaptors are

usually performed with a low level of awareness such a misinterpretation can be highly significant precisely

because the person performing the adaptor movement may not be aware that he is performing any precise

movement For example the showing of the soles of the feet or shoe may be a result of taking up a more

relaxed seating position However in many Arabic countries this gesture may be understood as an offensive

emblem

Emblems are body movements that substitute for words and phrases We beckon with are first finger to

mean ldquocome hererdquo We use an open hand heldup to mean ldquostoprdquo However be wary of emblems they may

mean something different in a different culture



In much of the world today the thumbs up means OK Right On or I like this movierdquo But in Iran

Afghanistan Nigeria and parts of Italy and Greece it is an obscene insult especially when combined with a

sweep of the arms

The second form of kinesics illustrators accompany and reinforce our verbal messages For example we

nod our head when we say yes shake our head when we say no stroke our stomach when we are hungry

and shake our fists when we are angry

Illustrators tend to be more universal than other kinds of body movement However they can also be

misinterpreted Even men and women regard the simple nod differently Many women may think a man is

agreeing when he nods his head as she speaks but actually all he is say is ldquoI hear yourdquo When they get into

a meeting together and she finds him speaking out against her idea she may be surprised and angry because

she thought she had his support

The third kind of kinesics is affect displays Affect displays are movements of the face and body which

show emotion Consider how you react when your favorite team scores or watch your angry teenager slam

the door as she leaves the room and look at two men threaten each other when they are upset but don‟t dare

to fight openly

Regulators are the fourth category of kinesics They control the flow and pace of our communication

When we start to move away it is a signal that we want the communication to stop When we look away or

at the floor it shows we may be disinterested When we yawn we are bored or maybe just tired

There is a whole area of study that deals with turntaking the use of regulators to let someone know when we

want to speak when we want them to speak or when we don‟t want to speak When we want to speak

maybe we raise a finger or lift our head When we want to let the other person speak we pause and look

away When we don‟t want to speak we may nod or raise a hand It‟s a real science but somehow we learn

all these skills without ever taking a lesson

The final area of kinesics is adaptors We use adaptors to relieve tension We tap the desk or twist our

hair We shake our legs or rub our nose Sometimes these are nervous habits Others are involuntary ticks

I found out when I stayed with an uncle that we shared some common adaptors He covered his mouth with

a finger when he spoke something I also did but didn‟t notice my father doing Yet obviously I must have

learned it from my father



How does it help to know about kinesics Understanding nonverbal communication can help us

communicate better We avoid misunderstandings We are clearer in the meanings we transmit

Refer httpwwwauthorstreamcomPresentationruchi1988-1101620-non-verbal-communication

Message strategies

What are your main messages A message is not the same as an advertising slogan or a marketing line a

message is a simple and clear idea that summarises the essence of your programme or projects It should

function as a guiding principle for all kinds of communications from the contents of leaflets brochures and

websites but also for media interviews or conversations with your stakeholders

The main point is that messages must be clear and consistent across all kinds of communications The best

would is to apply the KISS-rule Keep it short and simple Without clear messages a communication agenda

lacks clarity and focus and your agenda risks becoming diluted Too many different messages will breed

confusion

Start by deciding your programme‟s message ndash a sentence that states clearly and simply what your

programme is trying to do Try to avoid too general issues and focus on a specific

achievementchallengeopportunity It is recommendable to constantly communicate the messages to your

target groups for example by including them on your promotional material such as flyers website press

releases and so forth

A good example of European Territorial Cooperation messaging is the INTERACT programme slogan

ldquoSharing expertiserdquo Other programmes use different slogans such as ldquoInnovations amp Environment Regions

of Europe Sharing Solutionsrdquo (INTERREG IVC)rdquo or ldquoCooperating morerdquo (Spain ndash Portugal CBC

programme) or the general recommendation by the European Commission which is ldquoInvesting in your

futurerdquo Understand the distinction between a request a demand and a wish A wish is when we hope

someone might take note of what we ask for The language used is likely to be non-specific the tone of



voice is hopeful or hopeless and there is very little commitment to the asking Often the outcome is not

forthcoming A demand has limited choice You either do what is demanded or you dont There is little

availability for negotiation People build resentment when they believe there is a demand on them When we

make a request we are creating choice For example if I throw you a tennis ball and I request that you throw

it back to me what are your options The request empowers the person that you are making the request to

They have choices (Dont make a request unless you want the person to have choices and you would be

completely satisfied if their response was no)

Making and responding to a request Its important to be polite when you ask for somethingYou can

make a request by using

can you

could you

will you

would you mind

Here are some examples of how to make a request

Can you

Will you

Could you possibly

open the door for me please

would you mind opening the door for me

Making Request

Can you show me your photo album please

Will you lend me your book please

Could you possibly show me the way to the post office please

Would you help me with this exercise please

Would you mind lending me your pen please



Responding to request

Sure here you are

Okey

No Im sorry I need it

Im afraid I cant

Things to remember about making a request

1 Would you mind is followed by a gerund (verb+ing)

ExampleWould you mind lending me your book

2 The response to the following request

A Would you mind giving me your book

is either

No I dont mind(which is a positive response to the request It means that I accept to lend you my

book)

or Yes (which is a negative response to the request It means that I dont want to lend you my

book)

3 Could is more polite than can

Giving Better Directions

If you‟re a boss one of the most important parts of your job is giving directions Whether you‟re training

coaching or assigning work it‟s critical to do the job right

If you think about what you do when you sharetravel directions you‟ll do a better job with supervisory

directions Here are some tips to remind you of what works

Choose your words carefully Use the language that works best for your team member and what they

prefer

Some people prefer leftright directions Others would rather have NorthSouth Some like distances in

miles but others prefer ldquoabout thirty minutesrdquo Sometimes the situation or location calls for special



language My friend Rosa Say tells me that on Oahu ldquomaukardquo means ldquotoward the mountainsrdquo while

ldquomakairdquo means ldquotoward the oceanrdquo

And there are local usages for travel directions If you go ldquoto the cityrdquo it might be San Francisco or

London And in New York City ldquothe cityrdquo is the island of Manhattan You find the same kind of special

language at some companies or in some industries

Supplement your words if you can Words are good but if you can supplement them with diagrams

(maps) or demonstrations you‟re more likely to be effective Act things out Give examples

Use a variety of methods I love my GPS but I always work things out on a map before I travel to

someplace new

Some people prefer to receive directions aurally Others prefer them written out Still others want something

they can refer to if they find they don‟t understandCheck for understanding If you don‟t check you

assume that you communicated perfectly That‟s just not likely Follow up to be sure Even if your team

member understood perfectly when you give your directions the first time it may not last It‟s just the way

humans work that we can think we understand until it‟s time to actually follow the instructions Couple that

with the fact that you the boss can‟t possibly think of every detail and you have a recipe for confusion

Some team members will be reluctant to tell you that understanding has turned to confusion so you have to

go and check Part of your job is regularly touching base with your people so use some of that time to see if

your directions are working out the way you and your team member expected Then adjust as needed



Work at listening

Be an active listener Ask questions and seek clarification Actively share in the speakers efforts to improve

your level of understanding whether or not you think you agree

Benefits of good listening

Most people want to be heard but paradoxically very few people are good at listening Learning to listen

offers benefits both on and off the job

We‟ve all learned about the importance of polished and professionalspeaking skills but what about listening

skills Why do so many people crave the company of a good listener

Simply put because most people are terrible at listening People tend to spend more time evaluating what

the speaker is saying or mentally composing their responses than they do actually listening

The fact that so few people are good listeners means that people who do possess this rare skill set have some

advantages

Here are six

Benefit of Listening Respect

When you listen with full attention you are communicating respect By offering speakers respect you gain

theirs

Benefit of Listening Airtime

If you listen first others are more likely to return the favour There will always be people who because of

stress self-absorption or other reasons will use another persons ear and not return the favour Nevertheless

the great majority of individuals understand there should be give and take in conversation

Benefit of Listening Information

Attentive listening helps you learn more about other people Knowing more about people is helpful in

your professional life as well as personal life Imagine the benefits when you understand your boss

colleagues customers spouse friends and family members better

Benefit of Listening Increased Likability

Even people who aren‟t shameless narcissists crave attention People like people who listen You may also

find that as you listen to people more you like them more

Benefit of Listening Better Relationships

Listening creates a feeling of goodwill in intimate and professional relationships Improve your relationships

by listening non-judgmentally to the concerns and problems of others The more you listen without

judgment the more freedom speakers have to find their own solutions to problems

Benefit of Listening Greater Clarity





traps







1-In the workplace



















business















































3 Wasted time




is Costly







also fatal because








hear







What is hearing





What is listening







Hearing
















Listening















Hearing Listening




Hearing Listening

(Physiological)










hearing


of touch too


the speaker says

Passive Active







Perception





their environment








way) caused

























Is open-minded



Show no enthusiasm

Slumps









Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied


Too busy to listen

Types of listening


communication
























Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new














traps







1-In the workplace



















business















































3 Wasted time




is Costly







also fatal because








hear







What is hearing





What is listening







Hearing
















Listening















Hearing Listening




Hearing Listening

(Physiological)










hearing


of touch too


the speaker says

Passive Active







Perception





their environment








way) caused

























Is open-minded



Show no enthusiasm

Slumps









Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied


Too busy to listen

Types of listening


communication
























Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new























































3 Wasted time




is Costly







also fatal because








hear







What is hearing





What is listening







Hearing
















Listening















Hearing Listening




Hearing Listening

(Physiological)










hearing


of touch too


the speaker says

Passive Active







Perception





their environment








way) caused

























Is open-minded



Show no enthusiasm

Slumps









Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied


Too busy to listen

Types of listening


communication
























Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new














hear







What is hearing





What is listening







Hearing
















Listening















Hearing Listening




Hearing Listening

(Physiological)










hearing


of touch too


the speaker says

Passive Active







Perception





their environment








way) caused

























Is open-minded



Show no enthusiasm

Slumps









Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied


Too busy to listen

Types of listening


communication
























Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new



















Listening















Hearing Listening




Hearing Listening

(Physiological)










hearing


of touch too


the speaker says

Passive Active







Perception





their environment








way) caused

























Is open-minded



Show no enthusiasm

Slumps









Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied


Too busy to listen

Types of listening


communication
























Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new












Hearing Listening

(Physiological)










hearing


of touch too


the speaker says

Passive Active







Perception





their environment








way) caused

























Is open-minded



Show no enthusiasm

Slumps









Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied


Too busy to listen

Types of listening


communication
























Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new













their environment








way) caused

























Is open-minded



Show no enthusiasm

Slumps









Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied


Too busy to listen

Types of listening


communication
























Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new



















Is open-minded



Show no enthusiasm

Slumps









Changes the subject

Is judgmental

Is closed-minded

Talks too much

Is self-preoccupied


Too busy to listen

Types of listening


communication
























Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new

































Critical listening





the speaker

Biased listening














to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new




















to us
























Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new












Dialogic listening















depressed





















communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new























communicators[3]










Proxemics







Types of Proxemics






face basis



These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new












These include





















more comfortable in










spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new



















spatial preferences

Territoriality


public territory





home territory


body territory













visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new



















visual noise







communications





not at an optimum












strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new















strategic











newspaper articles













Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new












Chronemics































outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new


















outsiders


group[1]














Euphemisms


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new


























What is Racism






What is Sexism












Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new













Examples


Original mankind




Original man-made








Paralanguage


















vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new













vocalization









Ocuselics










blinkling






Haptics










Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new



















Kinesics


























Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new





















Emblems








Illustrators





Affective Displays









Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new












Regulators












Adaptors













emblem








sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new














sweep of the arms












to fight openly



















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new















Message strategies








confusion























can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new





















can you

could you

will you

would you mind


Can you

Will you

Could you possibly



Making Request









Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new













Sure here you are

Okey


Im afraid I cant






is either


book)


book)








prefer













someplace new




















someplace new










Notes managerial communication mod 2 basic communication skills mba 1st sem by babasab patil...

Documents

Transcript of Notes managerial communication mod 2 basic communication skills mba 1st sem by babasab patil...