Listening

FRIEND

GROUP 9LISTENING AND NONVERBAL MESSAGES

W.NORASYIKIN BINTI W.ROSLAN D20071029586MUNIRAH BINTI ABD RAHMAN D20071029595NUR MAIZATUL AKMA BINTI ABDUL MANAP D20071029596NORIZAN BTE HASSAN D20071029606

LISTENINGEffective listening is a learned skill.

Have different reasons :a) to gain informationsb) to receive instructionsc) to hear complaintsd) to enjoy entertainmente) etc.

LISTENING CANOCCUR1. NATURALLY4. IN A LARGE GROUP2. IN ONE-ON-ONETELEPHONE / FACE-TO-FACE 3. IN A SMALLGROUP

HEARING VS LISTENINGHearing is different from listening.

PHYSIOLOGICALPROCESSMENTAL ONE

LISTENINGPROCESS1. HEARING5. REMEMBERING4. RESPONDING3. INTERPRETING2. FILTERING

HEARING

Passive activity

Eliminates unwanted stimuli,wether they are external or internalFILTERING

INTERPRETING

The message is interpreted by assigning meaning to the stimuli.

Responding provides feedback to the sender of the message.RESPONDING

Proper association improves recall abilityINTERPRETING

GUIDELINES FOR EFFECTIVES LISTENINGConcentrate on the message.Determine the purpose of the message.Keep an open mind.Provide feedback.Minimize note taking.Analyze the total message.Do not talk or interrupt.

CONCENTRATE ON THE MESSAGEConcentrate is key to effective listening.Focusing concentration and mental energies on the message is the foundation of effective listening. Concentrate on the main points the speaker is trying to convey.

DETERMINE THE PURPOSE OF THE MESSAGEThe three modes of listening are:- a) cautious listening b) skimming c) scanning

Cautious Listening. - is used when you need to understand and remember both the general concept and details of the message.Skimming. - is used when you need to understand only the general concept of the message. - listen for the main ideas.Scanning. - concentrate on details of specific interest to you instead of on the general concept.

KEEP AN OPEN MINDRespect the speakers viewpoint by not allowing your own biases to block what is being said.Dont listen just for statements that back up your opinions and support your beliefs.

PROVIDE FEEDBACKIt is response to the speaker, and it lets the speaker know you are listening.Feedback may be verbal or nonverbal.Feedback is important to lets the speaker know you understood the message as it was intended.

MINIMIZE NOTE TAKINGTaking notes may interfere with the listening process.

Record key words and ideas in an outline.

ANALYZE THE TOTAL MESSAGEUse both visual and verbal observation to analyze the message.

People dont always say what they mean, but body language and tone of voice are usually accurate indicators of the intent of the message.

DO NOT TALK OR INTTERUPTTalking and interrupting interfere with listening.When you are talking, you cannot use all the elements of effective listening.Interrupting a speaker or having side conversations is rude and reduces the effectiveness of the communication.

BARRIERS TO LISTENINGPHYSICAL DISTRACTIONS MENTAL DISTRACTIONS HEALTH CONCERNNONVERBAL DISTRACTIONS INAPPROPRIATE TIMINGINEFFECTIVE SPEECH CHARACTERISTICS

PHYSICAL DISTRACTIONS

Minimize physical distractions to increase listening effectiveness.

May include sensory stimuly sush as temperature, smeil, and noise.

We can limit this barrier by sitting at the front of the room, not sitting near at the corridor or an open window, not sitting next to an individul who will talk and off handphone.

MENTAL DISTRACTIONSMay include emotional states of mind.

For example worry, fear, anger, grief and depression.

A common distractions is mentally contructing a comment to make or a question to ask rather than concentrating on what is being said.

HEALTH CONCERNSGood health and well being play a specific role in effective listening.

A hungry, nauseous, or tired listener will find it difficult to focus on the message and listen actively.

NONVERBAL DISTRACTIONSAvoid negative nonverbal actions by giving the speaker positive feedback.

Facial expressions-raising an eyebrow, closing the eyes, or crossing the arms can convey a message of disinterest or disapproval.

INAPPROPRIATE TIMINGA listener should ensure that a speaker can present his or message at an appropriate time.

An individual presenting a message should be given edequate time so that he or she does not have to rush.

INEFFECTIVE SPEECH CHARACTERISTICSA listener must be able to hear and understand a speaker in order to interpret the message.

Eg: trouble hearing the words, dialects or a different language.

ADVANTAGES OF EFFECTIVE LISTENING

Effective listening helps build relationships, solve problems, ensure understanding, resolve conflicts and improve accuracy.

NONVERBAL COMMUNICATION

Nonverbal communication is a message without words.

Example : A prospective customer received a poorly printed letter announcing a furniture sale. The poor printing is a nonverbal message suggesting carelessness.

THE IMPORTANT CHARACTERISTICS OF NONVERBAL COMMUNICATIONThis nonverbal communication can be unintentional.A nonverbal communication may more honest than a verbal one.Nonverbal communication makes or helps to make a first impression.Nonverbal communication is always present.

TYPES OF NONVERBAL COMMUNICATIONPhysical appearance

Body language

Space

Time

PHYSICAL APPEARANCEPhysical appearance will influence first impressions. Physical appearance also influences a receivers perceptions of a speakers socioeconomic status and judgment. Example : an individual who wears designer clothes and expensive jewelry will transmit a nonverbal message. People will perceive the person to be wealthy and successful.

BODY LANGUAGEAn advantages of using body language to respond to a message is that it conveys instant feedback to the sender. Example : eye contact, body position and body posture. Example : an individual standing or sitting erectly conveys confidence and pride.

SPACE

Space, is used in nonverbal communication, includes the size of physical area, proximity to another person, and obstacles between you and the person with whom you are speaking.

The amount of space people control influences our attitudes and therefore, inadvertently is a form of nonverbal communication.

TIMECommunicators must be aware that the amount of time devoted to a subject transmits a nonverbal messages.

Example : if two people of equal credentials were interviewing for a job and one arrived 15 minutes late for the interview, it is more likely that the punctual applicant would be hired.