Mastering Listening and Nonverbal Communication Skills, and Communicating in Teams

1. Business
Communication
Today
- Courtland L. Bovee
- John V. Thill
- Mukesh Chaturvedi

2. Group Members
• Aamer Mostaque Ahmed Roll - 152
• Tazul Islam Roll - 133
• Sujan Chandra Das Roll – 144
• Khaleed Mahmood Fuad Roll - 123

3. Mastering Listening and Nonverbal
Communication Skills, and
Communicating in Teams

4. Improving Listening Skills

5. Improving Listening Skills
 The art of listening depends on hearing and truly
apprehending a message

6. Improving Listening Skills
 Listening- one of the most important skills in
workplace
 “Effective Listening” equals-
 Strong “Organizational Relationship”
 “Enhanced Product Delivery”
 Alerting the organization to “Innovation
Opportunities”
 Managing the diverse workforce and customer base
effectively
 Provides “Competitive Edge”

7. Improving Listening Skills
 Example:
 Carol Kobuke Nelson became president and CEO of
Seattle based Cascade Bank as she was a good listener
 The way to win people over is to listen to their
problems

8. Various Types of Listening
• People listen in variety of ways
• To be a good listener, one needs to adapt the way
he/she listens to suit the situation
• Major types of listening-
1. Content Listening
2. Critical Listening
3. Empathic Listening
4. Active Listening

9. Various Types of Listening
 Content Listening-
 The primary goal is to understand and retain the
speaker’s message
 Emphasis on information and understanding-
• By asking questions to clarify materials
• Probing for details
 Focusing on the information; ignoring the speaker’s
limitation

10. Various Types of Listening
• Content Listening (Continued)-
• Example:
 CEO Gen-Probe Pharmaceuticals relies on content
listening to gather information from the scientists as he
has a business background

11. Various Types of Listening
 Critical Listening-
• The goal is to understand and evaluate the meaning
of the speaker’s message on several levels-
 Logic of the Argument
 Strength of the Evidence
 Validity of the Conclusion
 Implication of the message delivered
 Speaker’s intentions and motives
 Omission of important or relevant points
 Looking out for bias
 Being careful to separate opinions from facts

12. Various Types of Listening
 Critical Listening (Continued)-
 Be critical; and ask questions to explore the speaker’s
point of view and credibility

13. Various Types of Listening
 Empathic Listening-
 The goal is to understand the speaker’s feelings, needs,
and wants to appreciate the speaker’s point of view
regardless of whether the listener share the perspective
 The way to Empathic Listening-

14. Various Types of Listening
 Empathic Listening (Continued)-
 During empathic listening one must pay attention to
feelings, needs and wants-not just the spoken words

15. Various Types of Listening
 Active Listening-
• Making a conscious effort to turn of filters and biases to
truly hear and understand what the other party is saying
• Active listeners ask questions and encourage speakers

16. Various Types of Listening
 Active Listening (Continued)-
 Continuous flow of feedback is necessary

17. Understanding the Listening Process
• “Effective Listening” involves five steps-

18. Understanding the Listening Process
 Receiving-
• Involves physically hearing the message and
acknowledging it
• Physical Reception can be blocked by-
Noise, impaired hearing, or inattention
• Non-verbal message also a part of this stage
 Decoding-
• Assigning meaning to sounds according to personal-
Values, beliefs, ideas, expectations, roles, needs and
personal history

19. Understanding the Listening Process
 Remembering-
• Storing information for future processing
• First being captured in short term memory; then
transferred to long term memory
 Evaluating-
• Evaluating message using critical thinking skills
• Separating fact from opinion
• Evaluating the quality of evidence

20. Understanding the Listening Process
 Responding-
• Reaction to message-
Verbal feedback as general initial response in one on
one situation
Applause, laughter or silence as general initial response
while part of an audience

21. Overcoming Barriers to Effective
Listening
• Effective Listeners versus Ineffective Listeners
Effective Listeners Ineffective Listeners
Listen actively Listen passively
Take careful and complete notes Take no notes or ineffective notes
Depending on culture, frequent eye contact Make little or no eye contact
with the speaker
Stay focused on the speaker and the content Allow their mind to wander
Mentally paraphrasing key points to maintain Fail to paraphrase
attention level and ensure comprehension
Adjust listening style to the situation Listen with the same style regardless of the
situation
Give the speakers nonverbal cues Fail to give speaker nonverbal feedback
Save questions until an appropriate time Interrupt whenever disagree
Overlook stylistic differences and focus on the Judgmental and influenced by stylistic

22. Overcoming Barriers to Effective
Listening
 Selective Listening-
 Mind can process information much faster than most
speakers
 Listeners can process up to 500 words per minute,
most speakers talk 120 words per minute
 Lots of free time for brain resulted in inattention
 Listeners stay tuned out until hearing an attention
grabbing word or phrase
 By that time, the listener remembers “what he or she
thinks the speaker says” other than “what the speaker
actually said”

23. Overcoming Barriers to Effective
Listening
 Overcoming Selective Listening-
 Making of conscious effort to focus on the speaker
 Using extra time to analyze the message or preparing
questions to ask

24. Overcoming Barriers to Effective
Listening
 Defensive Listening-
 Tuning out anything that contradicts the listeners’ view
of themselves
 Lack of common ground- language or experience
 Making up of mind before fully hearing the message

25. Overcoming Barriers to Effective
Listening
 Overcoming Defensive Listening
 Giving speaker the chance to confirm the message or
correct any misinterpretation

26. Overcoming Barriers to Effective
Listening
 Memory Barriers-
 When information is crucial, don’t count on memory
and record it
 If information needs memorizing-
One can hold information in short term memory by
repeating it silently
Or organizing one long list of items into several short
ones

27. Overcoming Barriers to Effective
Listening
 Overcoming Memory Barriers-
 Four techniques to store information in long term
memory:
1. Associating new information with something closely
related
2. Categorizing new information into logical groups
3. Visualizing words and ideas as pictures
4. Creating mnemonics such as acronyms and rhymes

28. Nonverbal Communication Skill
 Nonverbal Communication-
• The interpersonal process of sending and receiving
information, both intentionally and unintentionally,
without using written or spoken language
• Nonverbal cues helps to ascertain the truth of spoken
information

29. Nonverbal Communication Skill
 Three important roles of nonverbal
communication:
1. Complementing verbal language-
 When nonverbal signal
 Match words- strengthens message
 Don’t match words- weakens message
1. Revealing the truth
 Recognizing deception from nonverbal signs
1. Conveying information efficiently
 Can convey both nuance and rich information in a
single instant

30. Recognizing Nonverbal
Communication
• Nonverbal signals include the following-

31. Recognizing Nonverbal Communication
• Nonverbal signals include the following-

32. Recognizing Nonverbal Communication
• Nonverbal signals include the following-

33. Using Nonverbal Communication
Effectively
 Paying attention to nonverbal cues-
 What is the signal the speaker is sending?
 A person can not be read like a book
 Matching nonverbal cues to the tone of the
situation
 The clothes one wear, the way one sit, the way one
walk also reveal the level of seriousness
 Asking the speaker honest and respectful question
always works

34. Using Nonverbal Communication
Effectively
 Facial expression, gesture, posture, voice,
appearance, appropriate touching-everything
matters

35. Advantages of Team
• Increased Information

36. Advantages of Team
• Increased Information
• Diversity of Views

37. Advantages of Team
• Increased Information
• Diversity of Views
• Acceptance of a solution

38. Advantages of Team
• Increased Information
• Diversity of Views
• Acceptance of a solution
• Better Performance

39. Disadvantages of Team
• Groupthink

40. Disadvantages of Team
• Groupthink
• Hidden Agenda

41. Disadvantages of Team
• Groupthink
• Hidden Agenda
• Free Riders
• cost

42. Characteristics of An Effective Team
 Clear objective
 Sense of purpose
 Open communication
 Shared decision making
 Creative thinking
 Conflict resolution

43. Factors of Group Dynamics
 Team Roles
 Development of a Team
 Resolving Conflict
 Overcoming Resistance

44. Assuming Team roles
Self-Oriented
Team
Task Oriented
Maintenance
Controlling Initiating
Encouraging
Withdrawing Information Giving
Harmonizing
Attention Seeking Coordinating
Compromising
Diverting Procedure setting

45. Team Evolution
• Orientation

46. Team Evolution
• Orientation
• Conflict

47. Team Evolution
• Orientation
• Conflict
• Brainstorming

48. Team Evolution
• Orientation
• Conflict
• Brainstorming
• Emergence

49. Team Evolution
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement

50. Sources of Team Conflict
 Scarce resources
 Task responsibilities
 Incompatible ideas
 Poor communication
 Attitudes and values
 Power struggles
 Conflicting goals

51. Types of Team Conflict
Constructive Destructive
Win-Win Solution Win-Lose or Lose-Lose Outcome
Exposes Issues Diverts Energy
Boosts Involvement Destroys morale
Generates Ideas Divides The Team

52. Resolving Conflict
 Proaction
 Communication
 Openness
 Research
 Flexibility
 Fair play
 Alliance

53. Overcoming Resistance
• Express Understanding
• Uncover Resistance
• Evaluate Objections
• Withhold Arguments

54. Etiquette in Team settings
Etiquette in Team settings
In the work place In the social settings

55. Etiquette in Workplace
In the work place
Dressing Grooming Smiling Phone skills

56. Dressing:
Wear well-tailored
clothing that fits
well.

57. Dressing:
Keep buttons and
hemlines in good repair.

58. Dressing:
Keep shoes shined
and in good conditions.

59. Dressing:
Make sure that the
fabrics you wear are clean,
are carefully pressed and
don’t wrinkle easily.

60. Dressing:
Choose colors that flatter your
height, weight, skin, tone and
style.

61. Grooming:
Pay attention to the cleanliness.
Shampoo frequently, keep hands and nails neatly
manicured, use mouth washes and deodorant and
regularly trip to hair.

62. Grooming:
• Avoid products with powerful
scents, such as highly
perfumed soaps, Colognes,
Shampoos, After-shave
lotions.( Allergic/ Nauseous)

63. Smile genuinely
Complimenting Introducing
Smile
genuinely in
these 3
situations
Applauding

64. Affected smile (above) Vs Genuine smile (below)

65. Phone Skills:
• General Tips:
Use frequent responses( ‘Oh yes’, ‘I see’, ‘That’s right’
etc).
Increase volume just slightly to convey your confidence.
Vary pitch and inflections so that you are seemed
interested.
Slow down when conversing with non-native speaker.

66. When placing calls then please remember-
• Be ready before you call so that you don’t waste the
other person’s time.
• Avoid noise.
• Identify yourself and your organization.
• Be sure that you have called at just time.
• Don’t take too much time.
• Close friendly and in positive manner and double check
all vital information.

67. When receiving call then please remember-
Answer with smile so that you seem to be positive and
friendly.
Identify yourself and your organization.
Establish the need by asking “How may I help you?”
If you can, answer promptly and efficiently, if you can’t,
tell them what you can do for them.
If you need to forward a call, then verify that the person
is available and introduce the caller first.
If you take a message, be complete and accurate
including caller’s name, number, organization etc.

68. Phone Manners

69. Etiquette in Social settings
Etiquettes in Social Settings
Greetings Etiquette Introducing Etiquette Dining Etiquette

70. Greetings Etiquette
Treat based on Culture.
e.g. Japanese show a North American Show a firm
respectful bow during hand-shake.
greeting.

71. Greetings Etiquette
• Men and Women should
shake hands on equal terms.
• Always stand when you are
shaking somebody’s hand.

72. Introducing:
Include your brief description of your role in organization.
When introducing two other people, speak both of their
first and last name clearly and try to add some
information about them.
When you are introduced to someone, repeat the
person’s name as soon as possible.

73. Dining Etiquette
• Choose foods that are easy to eat.
• If drink is appropriate, save it for the end of the meal.
• Leave business papers under your chair or beside
properly.
• Don’t stir up emotions with politics, religions, deep
personal questions or any other topics such as jokes that
may bother some people.

74. Don’t do this in dining table

75. Collaborative Writing Guidelines:
• Select collaborators.
• Agree on project goal before you start.
• Give your team time to bond before diving in.
• Clarify individual responsibilities.
• Establish clear processes.
• Avoid writing as a group.
• Make sure tools and techniques are ready and
compatible across the team.
• Check to see how things are going along the way.

80. • Common Features
• Add new materials
• Edit existing materials
• Blogs are more suitable
for personal use or for
a small group
• CMS is used for data
storage and retrieval
• Wiki is the best option
for collaborative writing

87. A
We will meet on Sunday.
B C
We willmeet on Sunday.
meet on Friday.
We willCONFLICT
We will meet on Monday.
D E

92. 100,000 people from 160 countries
- Employees
- Family members
- Customers

103. Thank You !