Transcript Non – Verbal Communication

BUSINESS
COMMUNICATION
MBA – Ist Semester
COMMUNICATION IN
EVERYDAY LIFE
Airplane landing – German Airport – control tower –
accent – don’t land – do land – 264
Eye contact – in an interview waiting room - person to
person
‘Urgent Meeting’ – told at 3 pm
Mrs. – Miss – Ms. (Miz)
DEFINING
COMMUNICATION
Derived from Latin word
‘communis’
‘Communis‘
means
‘Common’
‘Common’ to all humans
A natural activity of all
human beings to convey
opinions
,
feelings
,
information , and ideas to
others
Through words – spoken
or written , body language
or signs
 BUSINESS
stands for – any
economic activity – which is
undertaken – with a view to earn
profit

And
COMMUNICATION
undertaken in the process of this
activity is termed as ‘BUSINESS
COMMUNICATION’.
CLASSIFICATION OF
COMMUNICATION
CLASSIFICATION 1 – ACCORDING TO NUMBER OF PERSONS
(RECEIVERS)
NUMBER TYPE OF
OF
COMMUNICAT
RECEIVE ION
RS
ELABORATION
Self
Intrapersonal
Communication
Talking to oneself – in
one’s own mind
1 Person
Interpersonal
Communication
Exchange of
messages between two
persons
 a conversation , or
interview
 an author with the
reader
 A Letter
NUMBER OF
RECEIVERS
TYPE OF
COMMUNICATION
ELABORATION
3 or more
Group
Communication
 among small or
large groups
 like a meeting ,
training program
 or classroom
 in which all
individuals retain
their individual
identity
Hundreds of people
Mass Communication
 Message is sent by
newspaper , radio or
television
 each person
becomes a faceless
individual
Case Study
CLASSIFICATION 2 – BASIS OF THE
MEDIUM EMPLOYED
Communication
Verbal
Communication
(Communicating with words
– oral or written)
Non – Verbal
Communication
(Communicating without
words –body language/
signs / symbols)

VERBAL COMMUNICATION
speaking
 listening
 writing
 reading


Verbal Communication has four specific skills –
SKILLS
ACTIVENE
SS
RELATED
TO
SENDER /
RECEIVER
MODE
READING
Passive
Written
Receiver
WRITING
Active
Written
Sender
SPEAKING
Active
Oral
Sender
LISTENING
Passive
Oral
Receiver
NON VERBAL COMMUNICATION
Using of –
 body language
 gestures
 facial expressions
 pictures
 signs
For exchanging information between persons
It is a wordless message conveyed through –
o gestures – sign language
o movements – action language
o pictures / clothes – object language
PURPOSE OF COMMUNICATION
EXCHANGE OF
INFORMATION
• informed – goals ,
policies , rules
• Meetings ,
telephones , notices
, handbook
• Ext. – products ,
services , CSR
ISSUE OF
ORDERS AND
INSTRUCTIONS
• Order
• Instruction
EDUCATION
• Employees –
Training &
Development –
resistance to
change
• Consumers and
general public –
products – price
range , quality ,
uses
ADVICE AND COUNSELLING
– (advice may be biased ; info.
factual , Advice – expert ,
Order – higher authority)
PERSUASION – persuading
others for a favorable response
– greater efforts ; increasing
sales in downturn ; dues –
unwilling customer
SUGGESTIONS – accepting ;
discretion
MOTIVATION –
Suggestion schemes ,
Joint Consultation ,
praise , notice board ,
newsletter
RAISING
MORALE –
Attitudes of
employees :towards
organizational
policies &
management –
atmosphere :
openness & trust –
ex. downsizing
WARNING -
Particular warning :
negligence ,
mishandling material
and machinery ,
misbehaving with
others – General
warnings: ‘ No
smoking’ , ‘ No
admission without
permission’
Diversity
Cultural Diversity
Every Country – Distinct
Culture
Differences among countries
– Cultural Differences –
Cultural Diversity
UNILEVER IS MULTINATIONAL WITH OPERATING
COMPANIES
AND
CONTINENT EXCEPT
FACTORIES
ANTARCTICA
ON
EVERY
IBM
OPERATES
IN
MORE
THAN
170
COUNTRIES, HAS APPROXIMATELY 400,000
EMPLOYEES - KNOWN AS "IBMERS“.
CULTURAL DIVERSITY - CROSS
CULTURAL COMMUNICATION
CULTURAL DIVERSITY
ISSUES
Language
Within India – ‘Baba’
Globally – ‘Shaking of Head’
‘ So we can start the investment
at $ 100 million’.
Japanese – ‘Yes’ – I am Listening
American – ‘Yes’ – The deal is
done
Accent
Customs and Traditions
US – CEO – ‘Bill Williams’
India – CEO – ‘Suresh
Srivastava’
Africa – Baby Food
Saudi Arabia – American –
pigskin
Dressing
American invited to Indian
wedding
Other Issues
American – Distance of speaker
American – CEO – Woman –
Saudi Arabia
8 a.m.
Germany – 8 a.m. sharp
England – 8.15 am
India – 8.45 am
IBM – Plant in US – 36
different languages
Cross – Cultural Training
Why prefer – Diversity ?
PROCESS OF
COMMUNICATION
THE LINEAR CONCEPT
SENDER
MEDIUM
Message
RECEIVER
Message
ACTION

Encoding (Sender) :
Oral
 sender’s
unawareness
of
differences
 use of jargon (see next slide)
 wrong body language
 wrong tone (see next slide)
Written
 sender’s
unawareness
of
differences
 use of jargon
 bad handwriting
 Ex. E-mail in capital letters
cultural
cultural
JARGON
MEDICAL JARGON
 FX - Medical jargon meaning bone fracture
 JT - A joint
 Agonal - Term to signify a major, negative change
in a patient’s condition
BUSINESS JARGON
 Due diligence - Putting effort into research before
making a business decision
 Sweat equity - Getting a stake in the business
instead of pay
 The 9-to-5 - Business jargon meaning a standard
work day
POLICE JARGON
 10-4 - Radio jargon meaning Okay or I
understand
 Code Eight - Term that means officer needs help
immediately
 Code Eleven - A code that means the individual is
at the scene of the crime
INTERNET JARGON
 BTW - By the way
 CYA - See you around
 HTH - Hope this help
 BFF - Best friends forever
 TTYL - Talk to you later
TONE
At Ansals Plaza
‘Excuse Me’
1. You Bump into someone. (polite)
2. Someone pushes you. (louder)
3. Salesboy says he can’t help you. (disbelief)
4. See shoplifter in action – to Manager (urgent)
At Party
‘I have something interesting to tell you . There
is film being made on Penguins in Antarctica.’
1. ‘That’s interesting’ - Animated
2. ‘That’s – Interesting ??
3. ‘That’s Interesting’ – boring sound.
Decoding (Receiver) :
 misinterpretation of earlier
 misinterpretation
of non-verbal
messages
 previous experiences ( supervisor –
IOM – help employee – previous –
point out shortcomings)


Best way – for the sender – to check
with the receiver – content and
intention of the message
IMPORTANCE OF COMMUNICATION
IN MANAGEMENT
Businesses – people - with good
communication skills
 Communication skill – ranks – among the
top business skills needed for success.

Deans of 90 US programs surveyed – one of the
greatest teaching priorities of - MBA Program
 Technology forces employees to communicate
more effectively – showcased - email , audio ,
video

Communication enables human beings to work
together
Managers – direct through communication ,
coordinate through communication and staff ,
plan and control through communication
Communication – creates a sense of belonging –
part of the whole set up
IT IS THE LIFE BLOOD OF THE
BUSINESS
VOCABULARY
Comprehend :
To Understand
Compute:
Calculate
G_a–p
Attendant :
To wait on others
Poke :
To push
Cr – s –
Sedative :
To calm or soothe
----------- X -----------
COMMUNICATION STRUCTURE IN
ORGANIZATION
 Organizational
Pyramid
 Formal and Informal Communication
Formal Communication
 Vertical Communication
 Downwards Communication
 Upwards Communication
 Horizontal or Peer Communication
 Diagonal Communication
 Line and Staff Communication
INFORMAL COMMUNICATION
Chat
The Grapevine ( twisted twig)
 formal
system – inadequately
informed
 suspect
– management –
conceal than reveal
 unofficial version – more easily
believed by people
 spreads like wildfire
 distorted and exaggerated
 gap in formal communication
filled in by gossip



non-official communication leaders –
initiate and spread
Management views grapevine negatively
– with guarded sharing of information
with employees
However – sometimes management –
takes advantage of grapevine – knowing
beforehand – reaction and response proposed policy or change – float around –
reaction
–
then
make
official
announcement with modifications.
VIDEOCONFERENCING
BARRIERS TO COMMUNICATION
THE BARRIERS
SEMANTIC (Different meanings of Words)
BARRIERS
WORDS HAVING SIMILAR
PRONUNCIATION BUT DIFFERENT
MEANINGS – HOMOPHONES
Sight , site , cite
Sun , Son
pupil
A student.
The pupil in your eye is the lens in the centre
of the coloured part which is called the iris.
This form of the word comes from
Latin pupilla, which means little doll.
1.
ONE WORD HAVING A VARIETY OF
MEANINGS - HOMONYMS
Rest
 Something left over,
 Relax
Good
o Nice
o feeling well
o Items
Ball : A round object or a dance?
 Bank : The side of a river or a place for
money?
 Club :
1. A wooden bat or stick used to hit a ball in some
sporting games.
2. One of the suits in a pack of playing cards
comprising hearts, diamonds, spades, clubs.
3. A group of people who meet together. Also the
place, the room, where they meet.

‘Wrong
Interpretations’ – ‘Baba’
Technical Language / Jargons
‘mouse’ to a housewife
We found that isobutene is a
key component in the anabolism
of proteins.
2. ORGANIZATIONAL BARRIERS

Organizational Culture / Organizations
Rules and Regulations
Formal / Informal – Grapevine (+ve - -ve)
Oral
Written
Open Door Policy
Appointment Policy
Bureaucracy ( Ex. ICICI Bank)
Status Relationships – Status , power and
position – hurdle (CEO – Once 5 months –
staircase turn away - Videoconferencing)
 Complexity in Organizational Structure –
too Tall
 Inadequate facilities – equipment and
facilities

3. INTERPERSONAL BARRIERS
SUPERIORS
 Shortage of time for employees
 Lack of Trust
 Superior – Information is power
 ‘Information Overload’ Subordinates
SUBORDINATES
 Lack of proper channel – Section Head –
Departmental Head – VP - CEO
 Lack of mutual understanding (One
another – kuch auur samajh)
 Lack of trust (HS – Teacher)
 Fear of penalty
4. INDIVIDUAL BARRIERS
People have
personal feelings
attitudes
opinions
likes
dislikes
may act as barriers to communication
CASE STUDY
Kunal Srivastava is a salesperson , and is
making a presentation to a prospective buyer.
The buyer is demanding , disruptive and
disagreeable . During the presentation , he is
aggressive and adopts a combative style.
During the presentation , he gets up and
leaves temporarily , takes a phone call and
carries on a side conversation for a long time.
He confronts Kunal Srivastava whenever there
is an opportunity , and he becomes personal
while asking questions. Kunal cannot take it
any more. He stops his presentation abruptly
and walks away.
Could Kunal Srivastav have handled the
buyer better ?
Emotional or psychological status – of both
the parties (angry , sad , excited)
Selective Perception ( Women’s Lib. , MCP
)
Poor attention
Closed Mind : Box - limits
the ability –to take in new
ideas (MCP)
State of Health
Filtering (manipulation of message –
not to show in bad light)
5. CROSS CULTURAL / GEOGRAPHIC
BARRIERS
Significant
differences
between cultures :
 Basic Personality
 Language
 Values and norms of
behavior
 social relations

6. BARRIERS TO
COMMUNICATION - PHYSICAL
BARRIERS

NOISE
car noises filtering through
factory machines
a typewriter clattering away
people talking
Inner chatting going on in the mind of the
listener
DEFECTS IN THE MEDIUM
 Telephone , Postal System ,
Courier Service or Electronic
Media
may break down –
leading to a break , delay or
disruption in communication.
MEASURES TO OVERCOME
BARRIERS IN COMMUNICATION
Fostering good relationships – in
order to avoid misunderstandings – accept
each others viewpoints
 Objective of communication must be
fulfilled–(English/HindiFormal/Informal)
 Avoid technical language - Should be
commonly understood by receiver
 Proper feedback

Clarity in message - clear , practical ,
without any ambiguity ( meet me
sometime in the afternoon)
 Flat organizational structure rather
than tall
 Organization rules and regulations
less – Bureaucracy vs Adhocracy (Govt. –
Film crew)
 Proper communication channels - - If
one wants immediate action from the
receiver – no need to send lengthy report –
pick up the telephone –or go to his office –
tell him.
------------ X -----------
VOCABULARY EXERCISE
Auction
A sale of goods in which articles are sold to the
highest bidder.
Beverage
A drink
Bibliophile
A person who collects or is fond of books
Presume
To suppose to be true
Pretext
An excuse offered
-
_E_O_D
.
He is disturb me.
I was shock to hear the news.
Sprint
Run a short distance at full speed.
Skull
The part of the skeleton corresponding to the head
Communication in Crisis
CRISIS
Any situation
that is threatening or could threaten
to
harm people or property,
seriously interrupt business,
significantly damage reputation,
and / or negatively impact the
bottom line.
Bhopal Gas Tragedy
Nestle Maggi Noodles
Vijay Mallaya Case
If you don’t prepare in advance –
you will incur more damage
Manage – Internal and External
Communications
10 steps of Crisis Communications
Pre – Crisis ( first 7 steps)
Post – Crisis ( steps 8,9,10)
1. IDENTIFY THE CRISIS COMMUNICATIONS
TEAM
CEO will lead the team
Top PR Executive + Legal Counsel –
Chief Advisers
Heads of major organizational
divisions
Sometimes , subject – specific
experts
Sometimes , independent consultant
/ agency
2. ANTICIPATE CRISIS
Be proactive
Crisis Communication Team + significant
others – Brainstorming sessions
Vulnerability ( that may be wounded or
harmed) Audit (Lakadbagga)
In some cases – you know a crisis will
occur – because you are planning to create
it
 Downsizing
 make a major acquisition
There are – two immediate benefits to
this exercise:
Some situations – are preventable –
modifying existing methods of
operation
Think about – best case – worst
case scenarios , possible responses –
better now – than under pressure of
actual crisis
3. IDENTIFY AND TRAIN
SPOKESPERSONS
Authorized Spokespersons
Pre-screened
Trained – oral commn. , written commn. ,
social media
Lead / Back up spokespersons
Highly sensitive crises – Chief Executive –
to be the lead spokesperson
Spokespersons – media communications –
on camera – employee meetings – internal
and external
4. SPOKESPERSON TRAINING
Sr. Executive Quote – “ I talked to
that nice reporter for over an hour
and he didn't use the most important
news about my organization”
Professional Training
Difference ;
Proactive PR : focuses on promoting
your organization
Crisis Communications: focuses on
preserving your organization
5. IDENTIFY AND KNOW YOUR
STAKEHOLDERS
Who? – internal and external
stakeholders – that matter to
your organization?
Employees and Customers
They
should
receive
the
messages – that you would like
them to repeat elsewhere.
6.(A) ESTABLISH NOTIFICATION
SYSTEMS
Means to reach our internal and external
stakeholders – using multiple ways
Landline
Mobile
Email
SMS
WhatsApp
Social Media –Facebook , LinkedIn , Google
+
Pre Crisis – establish notification systems –
that will allow one to rapidly reach your
stakeholders ( Earthquake – family – immediate
contact)
Some on email constantly – some
not – Some receive cellphone calls or
messages quickly – some not
If – use – more than one means – to
reach your stakeholders – the
chances are much greater – that the
message will go through.
Now , Technology – You can trigger
– for using multiple means.
6.(B) ESTABLISH MONITORING
SYSTEMS
Intelligence gathering
Knowing – what’s being said – about you – on
social media – traditional media – by your
employees , customers and other stakeholders
Before Crisis ; Allows one to catch – a negative
‘trend’ – if unchecked – turns into a crisis
During Crisis – monitoring feedback – from all
stakeholders – allows one to accurately – adopt
suitable strategy
Traditional and Social Media – no cost – Google
Alerts
Free Social Media tracking Apps - Hootsuite
Variety of – Paid monitoring
services
Monitoring other stakeholders –
Customer Service – report – to
decision-makers on your Crisis
Communications Team.
7. DEVELOP HOLDING STATEMENTS
Holding Statements : Messages designed for
use immediately after a crisis breaks.
Can be developed in advance – wide variety of
scenarios to which the organization - vulnerable.
Holding Statements – Hotel Chain – with
properties hit by a natural disaster.
‘We have implemented our crisis response plan ,
which places the highest priority on the health
and safety of our guests and staff.’
‘Our thoughts are with those who were in harm’s
way , and we hope that they are well’
‘ We will be supplying additional information ,
when it is available and posting it on our website’
Crisis Communication Team – regularly review
8. POST CRISIS – ASSESS THE CRISIS
SITUATION

First 7 steps properly - easier
Right type of information – coming to
Crisis
Communication
Team
–
determining appropriate response
 Haven't prepared in advance – reaction
will be delayed
 A hastily created crisis communication
strategy – never as efficient

9. FINALIZE AND ADAPT KEY
MESSAGES
Holding Statements – Develop crisisspecific message – for any given situation
Messages – Stakeholders
Some audience specific messages
Adapt-messages-to different forms of
media
Ex. Twitter – 140 character limit – relies
on sharing links to – outside page – where
a longer message – displayed.
10. POST-CRISIS ANALYSIS
A formal analysis of :
What was done right.
What was done wrong.
What could be done better next time.
IT CAN’T HAPPEN TO US !
CEO – cost – heavy investment of time – effort –
tempting – ‘It can’t happen to us!’ or ‘If it
happens to us , we can handle it relatively easy.”
These - suffer far more damage – than if would
have a fully developed crisis communication
plan.
----------------- X ------------------
Exercise - Group Communication
THE GRAPEVINE (TWISTED TWIG)
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATIONS
Effective communication requires the message to be:
 Clear
and Concise ( brief but comprehensive)
 Accurate
 Relevant to the needs of the receiver ( What
is HR? – VSPR)
 Timely ( Favor – Thank you – one week later)
 Meaningful ( words carries proper meaning –
Ex. sentiment – emotion )
 Applicable to the situation ( Message : Expiry
– Birthday)
Effective communication requires the sender to:
 Know
the subject well (Telecommunications)
 Be interested in the subject
 Know the audience members and establish a
rapport with them ( Professionals –
Graduates – School Children)
 Speak at the level of the receiver
 Choose an appropriate communication
channel ( Telephone , PPT , E-mail ,
Telegram ?)
The channel should be:
 Appropriate (previous slide)
 Affordable (economical)
 Appealing (Attractive – Appointment Letter –
Hard Copy – by hand –Registered Post – Email ?
, Invitation to Party –verbal – written card –
Email ? )
The receiver should:
 Be
aware, interested, and willing to accept
the message (Doesn't know how to use a
mobile – Telecommunication PPT)
 Listen attentively
 Understand the value of the message (
Degree – Career)
 Provide feedback (to the sender)
CHARACTERISTICS OF EFFECTIVE
COMMUNICATOR
An effective verbal
communicator:
 Clarifies ( make or
become clearer)
 Listens
 Encourages
empathically ( Difficulty
– nervous – hesitant)
 Acknowledges (Two
Way)
 Restates
An effective nonverbal
communicator:
 Relaxes
 Opens up
 Establishes eye contact
 Shows appropriate
facial expressions
 Ex. Negative word –
first forehead ; Positive
word – Eyes twinkling
Oral Communication
ORAL COMMUNICATION
 Involves
expressing and sharing ideas &
information orally. (relating to the mouth)
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
95
ORAL COMMUNICATION SITUATION FORMAL
Interpersonal communication Conversation
 Public speaking
 Meetings
 Small group communication (4-5
people – GD / Brainstorming)
 Talking on the phone

GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
96
Classify the following situations into one way and
two way communication processes :
a) Watching TV
b) Talking to a friend over phone
c) Interview
d) Attending a lecture
e) Watching a cricket match
f) Giving a speech
g) Listening to Music
h) Writing personal diary
CASELET
You are a Manager of an Materials
Department in a
medium sized
company. One of the executives has
been on leave for two weeks in two
months and his work is not done in a
timely fashion. Would you like to
speak to him or write to him or
attempt both. If both , then what
would you like to do first?
ORAL COMMUNICATION
ASSIGNMENTS
 Informative
presentation
 Speeches– impromptu/planned
 Persuasive/influence appeal (sales,
motivational, appeals for policy
changes)
 Debates / Panel discussion
/Interviews
 Press conference
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
100
ORAL PRESENTATION :
DELIVERY
Manuscript
Memorization
Impromptu
- Extempore
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
101
Impromptu /
Extempore
Speech
Presentation
/ Lecture
Speech
EXTEMPORE SPEAKING
 Impromptu
Speeches : with little or no
preparation
 4 steps to organize your thoughts quickly :
 State the point/question you are
responding
 State the point you want to make
 Use whatever support you have
(statistics/ examples/ testimony)
 Summarize your point
 Quickly jot down an outline
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
103
EXTEMPORE SPEECH: WHILE
SPEAKING
Try
to remain calm
Making strong eye contact with
the audience
Concentrate on speaking on a
clear, deliberate pace
Use signposts (“first”, “second”,
“then”,”next”,”finally”)
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
104
EFFECTIVE ORAL PRESENTATION
(LECTURE / PRESENTATION)
 Determine
general purpose : inform/
persuade/ entertain
 Content
 Organization
 Delivery of messages
 Analyze the audience
 Determine specific purpose (Employees
Meeting – Policy ; Sales Presentation ;
Orientation)
______________________________________________________
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
106
Research
the presentation
Organize the presentation
Prepare visual aids
Rehearse
Deliver
Self assess
ORAL COMMUNICATION : SPEECH
PREPARATION
 INTRODUCTION
 Attention
getting statement : a
question/anecdote/story etc
 Specific purpose of speech/presentation
 BODY
 First main point:
A subpoint
B subpoint
 Second main point
A subpoint
B subpoint
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
108
CONCLUSION
Summary
statements –
review all the main points
Concluding statement – a
closing statement that ends
your presentation smoothly
TIPS TO MANAGE ORAL PRESENTATION
APPREHENSION
Prepare
thoroughly
Speak about a familiar topic
Focus on getting the message
across
Practice relaxation techniques
(Stage Fright)
Use visual aids
Practice
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
110
SO OF THE DO’S
 Gestures
& Movement
 Moderate amount of movement
 Vocal variety
 Tone ( That is interesting ! ) , rate,
volume,
pronunciation
(snaks)
,
articulation (the formation of clear and
distinct sounds in speech – Im- prom –
tu)) , appropriate use of pauses ( We
thought ------- and then decided the
course of action)
GXEX1406 Thinking and Communication Skills – Week 2 Oral
Communication
111
 Eye
contact & facial expression :
 Make
speaker
more
believable,
trustworthy
 To gauge audience feedback
 Convey speaker’s feelings, attitudes,
emotions
GXEX1406 Thinking and
Communication Skills –
Week 2 Oral
Communication
Speech Assessment Sheet
Improvement Needed:
___________________
___________________
___________________
___________________
___________________
___________________
113
Big Plus:
___________________
___________________
___________________
___________________
Principles of Successful Oral
Communication
1. WELL PLANNED
Proper Planning regarding the
:
Audience
Topics to be delivered
Timing etc.
2. CLARITY (CLEAR)
Unambiguous
Correct Pronunciation
Otherwise communication –
Confusing one
3. BREVITY (BRIEF)
Brief but comprehensive
Too Long – may not get the attention of
the receiver
4. PRECISION (SPECIFIC)
Exact
Avoids confusion and misunderstanding.
5. NATURAL
No
unnatural
Accents
voices
-
6. LOGICAL
Ideas – organized – in a
sequential way
Message organized – clear
sense
7. USE OF SUITABLE
WORDS
Homophones , Homonyms
Tense Situation – ‘war’
Negro – Blacks
Blind – Physically disabled
Poor
–
economically
disadvantaged
8. BE COURTEOUS
Opening line (miss out)
Smile
End – Thank the Audience
for patient hearing
9. EMOTIONS
Not too less (Wooden)
Not too many (Army Chief)
‘Tryst with destiny’ (JLN) – Martin Luther King
XXXXXXXXXXXXX
EFFECTIVE LISTENING
SKILLS
For listening – God2 ears- 1 tongueindicates listening
is very important
WHAT COMMUNICATION SKILL CAN BE MORE
BASIC THAN LISTENING?
We spend more time
listening than any other
activity except breathing, yet
we listen at only a fraction of
our potential.
 Because we believe ourselves
to be good listeners we
seldom make an effort to
improve.

Listening involves –
Hearing
,
Understanding
,
Retaining
and
Recalling
Listening is not –
merely – ability to
decode information
It
is
a
2-way
exchange – in which
both parties are
involved
Hearing is a
sensory
activity Listening is a
mental activity
Listening
includes
hearing
WHAT IS EFFECTIVE LISTENING



Definition:
Absorbing information
Showing that you are listening and interested
Providing feedback.
Involves:
Choice of the Right words & Nonverbal cues.
Effective listeners - let speakers know they have
heard and understood the speakers.
SOURCES OF DIFFICULTY BY THE LISTENER
1. Being preoccupied and not listening.
2. Being so interested in what you have to
say that you listen mainly to find an
opening to get the floor.
3. Formulating and listening to your own
rebuttal to what the speaker is saying.
4. Evaluating and making judgments
about the speaker or the message.
5. Not asking for clarification when
you do not understand.
3 BASIC LISTENING MODES -I



Competitive or Combative Listening which takes place
when we are more interested in upholding our own point of
view rather than in trying to make sense of or exploring
someone else’s view.
Passive or Attentive Listening where we are attentive and
passively listening because we are truly interested in hearing
and understanding the other person’s point of view.
Active or Reflective listening (most practical and important)
where we are also genuinely interested in understanding what
the other person is thinking, feeling, wanting or what the
message means.(shudra – temple)
TYPES OF LISTENING -II
1. ATTENTIVE LISTENING
Paying attention to the words that are
being spoken- rather than understanding
the head and heart of the person
speaking (Distress)
2. PRETENDING LISTENING
Pretending through facial expressions –
that communicated message is listened
Only hearing takes place
3. SELECTIVE LISTENING
Selecting the ‘desired’ part and ignoring the
‘ undesired’ part of the message
This type of listening leads to strengthen
one’s own beliefs – and restrains further
learning
HIGHER FORMS OF LISTENING
4. EMPATHATIC LISTENING
# Listening not only through ears but also
heart
#Listening intently to understand the person –
fully and deeply – both intellectually and
emotionally
5. Listening for Mutual Creativity
# What do you most want?
#And how can I help you get what you most
want ?
# Synergistic in nature
# Spiritual Guru – mind , body and spirit
10 STEPS TO EFFECTIVE LISTENING
Step 1: Face the speaker and maintain eye
contact.
Step 2: Be attentive, but relaxed.
Step 3: Keep an open mind.
Step 4: Listen to the words and try to picture
what the speaker is saying.
Step 5: Don’t interrupt and don’t impose your
“solutions.”
10 STEPS TO EFFECTIVE LISTENING (2)
Step 6: Wait for the speaker to pause to ask
clarifying questions.
Step 7: Ask questions only to ensure
understanding.
Step 8: Try to feel what the speaker is
feeling.
Step 9: Give the speaker regular feedback.
Step 10: Pay attention to what isn’t said—to
nonverbal cues.