Transcript Chapter3
Business
Communication
Chapter 3
Nonverbal Communication and
Teamwork
Copyright 2010 South-Western Cengage Learning
Chapter 3.1 Nonverbal Communication
SWBAT:
Describe the roles of nonverbal communication
Indicate the nonverbal symbols sent in written messages
List nonverbal symbols sent in spoken messages
Identify nonverbal symbols that affect a person’s image
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The Roles of Nonverbal Communication
Nonverbal communication- composed of the
messages sent without or in addition to words
3.1 Nonverbal Communication
Nonverbal symbols, such as a smile, can
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reinforce verbal symbols.
The Roles of Nonverbal Communication
Reinforcing a verbal message
Contradicting a verbal message
Substituting for a verbal message
Regulating a verbal message
3.1 Nonverbal Communication
Nonverbal symbols, such as a smile, can
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reinforce verbal symbols.
Nonverbal Symbols
Personal Space- the nearby area around a
person or the area the person considers his
or hers
In written messages
In spoken messages
Body language
Gesture- the use of your arms and hands to
express an idea or feeling
Touching
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Nonverbal Symbols (cont’d)
Personal space
Time
Paralanguage- the nonverbal symbols that
accompany a verbal message and reveal the
difference between what is said and how it
said.
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Nonverbal Symbols and Your Image
Level of confidence
Self Confidence- belief in yourself and your abilities
Too much self-confidence
Too little self-confidence
Friendliness- being supportive, helpful, or kind
Enthusiasm- showing excitement or a lively interest
Sincerity- being open and genuine or earnest
Eye contact and posture- the way you stand or sit
Appearance
3.1 Nonverbal Communication
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Nonverbal Symbols in the
Environment
Furnishings and décor
Arrangement of tables and chairs
Lighting
Room temperature
Noise or sounds
Use of color
3.1 Nonverbal Communication
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Reading for Comprehension
Reading comprehension: understanding what you have
read
To overcome internal barriers when reading:
Clear your mind of distracting thoughts
Attempt to ignore tiredness or physical discomforts
Be open to new ideas
Avoid letting biases prevent you from considering other
viewpoints
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Chapter 3.2
What are the four main types of communication?
Reading
Writing
Speaking
Listening
Of these, which is the most common?
Right on! Listening
Most people spend half of their waking time
communicating – much of this time is spent listening
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Chapter 3.2 – Listening Skills
SWBAT:
Explain the listening process
Identify types of listening and describe the reasons for
which they are used
List barriers to effective listening
Describe effective listening techniques
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The Listening Process – pg 79
Hearing
Focusing attention
Understanding
Remembering
3.2 Listening Skills
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Types of Listening
Casual listening- hearing and understanding a message
but not trying to remember the message in the long term
Active listening- hearing and trying to understand and
remember a message
Informative listening- used to obtain specific
information or understand a message
3.2 Listening Skills
Casual listening is relaxed and involves
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little energy or effort.
Types of Listening
Evaluative listening- involves judging the importance or
accuracy of what a speaker is saying.
Emphatic listening- trying to understand the speaker’s
point of view, attitudes, and emotions
Reflective listening- understanding and restating the
speaker’s message.
3.2 Listening Skills
Casual listening is relaxed and involves
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little energy or effort.
Barriers to Effective Listening
Attitudes about the speaker or topic
Prejudices or opinions
Assumptions
Distractions
Physical discomfort
Divided focus
3.2 Listening Skills
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Listening Effectively
Share the responsibility
Focus on the main idea
Evaluate the message
Provide feedback
Take notes
Overcome poor listening habits
Listening in specific situations
Small groups
Conference settings
3.2 Listening Skills
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ILA
ILA: International Listening Association
Questions
1. When was ILA formed?
2. In what areas do members of the ILA work?
3. What are some activities of the ILA?
school.cengage.com/bcomm/buscomm
3.2 Listening Skills
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Chapter 3.3 Teamwork
SWBAT:
Identify types of workplace relationships and discuss
roles in them
Describe various types of teams and roles of team
members
Describe advantages and disadvantages to using
workplace teams
Describe techniques for working effectively in teams
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Workplace Relationships
Employee and manager relationships
Coworker relationships
Conflict- a disagreement or quarrel
Customer relationships
3.3 Teamwork
Be fair and honest in your dealings
with customers. 19
Resolving Conflicts
Listen and talk with coworkers
Identify the underlying cause of the conflict
Focus on issues or behaviors, not on people
Think objectively
Be willing to admit your mistakes and apologize
Avoid assigning blame
Do your part to make the proposed solution work
3.3 Teamwork
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Workplace Teams
Teamwork- two or more people acting together to
achieve a goal
Special teams
Advantages of teams
Disadvantages of teams
Synergy- allows the team to be
more creative and productive than individuals would be
working separately.
Virtual teams- one with members who do not share a
physical workspace
They work together using communications technology –
like phone, e-mail, video conferencing etc.
Working Effectively in Teams
Team roles
Leader
Challenger
Doer
Thinker
Supporter
Recorder
Learning to work together
3.3 Teamwork
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Guidelines for Team Success
Identify the goals and determine tasks
Identify resources
Assign duties
Communicate regularly
Resolve conflicts
Brainstorm ideas
Evaluate procedures
Celebrate success
3.3 Teamwork
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Leadership
Leadership- providing guidance and inducing others
to act
Important for managers and other employees
Career-related student organizations help build
leadership skills
3.3 Teamwork
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Problem-Solving Steps
Identify the problem
Describe effects of the problem
Brainstorm solutions
Evaluate the possible solutions
Test the selected solution
Evaluate the results
Brainstorming is generating ideas or
possible solutions for a problem.
3.3 Teamwork
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Standout Team Members
Focus on the team’s goals
Are reliable and responsible
Contribute ideas and opinions
Find roles to fill
Are supportive of team members
Keep the team’s affairs confidential
Do not take criticism personally
3.3 Teamwork
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Group Activity
Once in your assigned groups, complete “A” on page
97.
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Vocabulary
active listening
casual listening
conflict
emphatic listening
enthusiasm
evaluative listening
friendliness
gesture
informative listening
leadership
nonverbal communication
paralanguage
personal space
posture
reflective listening
self-confidence
sincerity
synergy
teamwork
virtual team
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