Transcript Nonverbal Communication

ACTIVE LISTENING &
NONVERBAL
COMMUNICATION
Introduction to Business & Marketing
March 3, 2011
TODAY’S OBJECTIVES
 Demonstrate
listening and speaking
skills important in the workplace.
 Explain
the importance of nonverbal
communication in the workplace.
 Describe
the impact of cultural
diversity on business communication.
EFFECTIVE LISTENING
LISTENING
 Active
mental process
by which a person
recognizes, assimilates,
assesses, and
evaluates what is heard
 Listening
for
understanding is one of
the most valuable
communication skills!
BARRIERS
 Distractions

Noises

Conversations

Thinking about other
things
 Emotion

/ Opinion
Personal bias against
speaker or message
 Planning
a Response
ACTIVE LISTENING
Process
of
giving the
sender some
type of feedback
that indicates
the message is
being received
and understood
Give

feedback
Nod, smile, etc.
Engage

/ Connect
Make eye contact
Observe
other
cues

Speed, pitch, volume
Take
notes
NONVERBAL COMMUNICATION
NONVERBAL COMMUNICATION
 The
sending and
receiving of
messages without
using words
 Includes
use of:

Body language

Physical appearance

Pictures / Drawings
shaking the head from
side to side means yes
removing your shoes
before entering a home or
place of worship is a sign of
respect
– showing the
soles of one’s shoes is rude
– using
the left hand for anything
except sanitary purposes is
insulting
IMPORTANCE OF EYE CONTACT
In
which countries are speakers
expected to look at and speak
directly to listeners?
 United
States
 Canada
 Australia
 Great Britain
 Other Western countries
IMPORTANCE
OF
EYE CONTACT
In
which countries should
speakers show respect by
averting their eyes, speaking in
soft tones, and approaching
their subject indirectly?
 Asian
countries
DOES “NO” REALLY
MEAN “NO”?
A
speaker in Canada who wants to say
“no” will simply say “no.”
A
speaker in Korea who wants to
communicate the same message may
way, “That might be very difficult.”
 Both
speakers are saying the same
thing, but the way the message is
communicated reflects cultural
differences.
CULTURAL DIVERSITY
Business in a Global
Environment
GLOBAL CULTURES
the knowledge, habits, beliefs, skills,
and morals of a society in a given time period





Language
Religion
Values
Attitudes
Behaviors
 There
are more people who speak
English as a foreign language than
native speakers
 85%
of European teens study
English
 Sony,
Nokia, Matsushita require
managers to speak English
Westerners tend to be verbal, Asians value
nonverbal communication
 In the Mideast, Westerners should not show
the soles of shoes or pass documents with
the left hand
 In Asian countries, different bows are used
for apologies and gratitude, to express
different emotions, and in various traditional
arts and religious ceremonies. Bowing has
been an way to show a respect people for a
long time in East Asia

MIDDLE EASTERNER SHOWS SOLES
OF SHOES TO PRESIDENT BUSH

Time flexibility and
sensibility in Spain &
Latin American
countries

Personal physical
space in the
Americas
NONVERBAL… USING PICTURES
 When
Nike
learned that this
stylized “Air” logo
resembled “Allah”
in Arabic script, it
apologized and
pulled the shoes
from distribution.
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GROUP ACTIVITY