active listening & nonverbal communication

ACTIVE LISTENING &NONVERBAL

COMMUNICATIONIntroduction to Business & MarketingFebruary 15, 2012

TODAY’S OBJECTIVESDemonstrate 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

NoisesConversationsThinking about other

things Emotion / Opinion

Personal bias against speaker or message

Planning a Response

ACTIVE LISTENINGProcess of

giving the sender some type of feedback that indicates the message is being received and understood

Give feedbackNod, smile, etc.

Engage / ConnectMake eye contact

Observe other cuesSpeed, pitch,

volumeTake notes

NONVERBAL COMMUNICATION

NONVERBAL COMMUNICATIONThe sending and

receiving of messages without using words

Includes use of:Body languagePhysical

appearancePictures /

Drawings

NON-VERBAL GESTURES AROUND THE WORLD India – shaking the head

from side to side means yes

Japan – removing your shoes before entering a home or place of worship is a sign of respect

Middle East – showing the soles of one’s shoes is rude

Middle East /India – using the left hand for anything except sanitary purposes is insulting

IMPORTANCE OF EYE CONTACTIn which countries are speakers expected to look at and speak directly to listeners?United StatesCanadaAustraliaGreat BritainOther Western countries

IMPORTANCE OF EYE CONTACTIn 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 say, “That might be very difficult.”

Both speakers are saying the same thing, but the way the message is communicated reflects cultural differences.

FUN FACTS!Walkabout Assignment

CULTURAL DIVERSITYBusiness in a Global Environment

GLOBAL CULTURES Culture: the knowledge, habits, beliefs,

skills, and morals of a society in a given time period

Cultural aspects that affect businessLanguageReligionValuesAttitudesBehaviors

LANGUAGE & COMMUNICATIONThere 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.

LANGUAGE & COMMUNICATION

MIDDLE EASTERNER SHOWS SOLES OF SHOES TO PRESIDENT BUSH

Hidden language of cultures…Time flexibility and

sensibility in Spain & Latin American countries

Personal physical space in the Americas

LANGUAGE & COMMUNICATION

NONVERBAL… USING PICTURESWhen Nike

learned that this stylized “Air” logo resembled “Allah” in Arabic script, it apologized and pulled the shoes from distribution.

GROUP ACTIVITY1. Create a group of 2-32. Pick a country from the

bowl of surprises 3. Research communication

& customs in your country4. Research a popular dish

from your selected country

5. Be ready to share your delicious dish with the class next Wednesday, Feb. 22nd