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Managerial Communication: Module: 2 Basic Communication Skills:
Listening Skills: Listening in your career
Hey, listen up! Want to really accelerate and sustain your career success? Then you've got to be
a highly effective listener. As a leader, listening skills are more important than your speaking
skills. No question. Here are ten ways which can help you become a better listener:
Listen for ideas and central themes
Search for the speaker's central theme or main points instead of getting lost in, or reacting to, the
supportive details.
Judge content, not delivery
Focus, to your best ability, on what the speaker is saying and try not to be unduly influenced by
their way of saying or delivering the message.
Search for areas of interest
It is extremely easy to tune out from a speaker, so work on sharing his or her enthusiasm. Search
for new ideas or insights which might be beneficial to you.
Don't jump to conclusions
It's easy to assume that you know the rest of a sentence or message after hearing the beginning.
Avoid prejudging a message, so you can receive and evaluate the whole message.
Take notes
By taking notes you sharpen your reception, understanding, and, of course, retention of the information.
Concentrate and resist distraction
External distractions include non-related things you can see or hear which may be impacting your
other senses. Internal distractions occur when your mind wanders into unrelated memories or
shifts its focus to worries, plans, or anticipations. Stay focused.
Use the fast pace of thought to your advantage
Most people can think three or four times faster than they speak. Don't let your quick mind indulge
in all sorts of thoughts unrelated to the conversation. Capitalize on your thinking speed by actively
sensing, interpreting, evaluating, and summarizing the messages being received.
Check your emotions
It has been said that the intellect is the slave to emotions. Be sensitive to things that trigger your
emotions and increase your efforts to focus on a clear reception and understanding of what is
being said.
Exercise your mind
You can turn away and tune out from complicated or difficult subjects, or you can intellectually
wrestle with complex information so that you will have a chance to grow and strengthen your own
intellect.
Work at listening
Be an active listener. Ask questions and seek clarification. Actively share in the speaker's efforts to
improve your level of understanding, whether or not you think you agree.
Benefits of good listening:
Most people want to be heard, but paradoxically very few people are good at listening. Learning to
listen offers benefits both on and off the job.
We‟ve all learned about the importance of polished and professionalspeaking skills, but what about
listening skills? Why do so many people crave the company of a good listener?
Simply put, because most people are terrible at listening. People tend to spend more time
evaluating what the speaker is saying or mentally composing their responses than they do
actually listening.
The fact that so few people are good listeners means that people who do possess this rare skill set
have some advantages.
Here are six:
Benefit of Listening: Respect
When you listen with full attention, you are communicating respect. By offering speakers respect,
you gain theirs.
Benefit of Listening: Airtime
If you listen first, others are more likely to return the favour. There will always be people who,
because of stress, self-absorption or other reasons, will use another person's ear and not return the
favour. Nevertheless, the great majority of individuals understand there should be give and take in
conversation.
Benefit of Listening: Information
Attentive listening helps you learn more about other people. Knowing more about people is
helpful in your professional life as well as personal life. Imagine the benefits when you
understand your boss, colleagues, customers, spouse, friends, and family members better.
Benefit of Listening: Increased Likability
Even people who aren‟t shameless narcissists crave attention. People like people who listen. You
may also find that as you listen to people more, you like them more.
Benefit of Listening: Better Relationships
Listening creates a feeling of goodwill in intimate and professional relationships. Improve your
relationships by listening non-judgmentally to the concerns and problems of others. The more you
listen without judgment, the more freedom speakers have to find their own solutions to problems.
Benefit of Listening: Greater Clarity
Careful listening helps you avoid some of the confusion, misunderstandings and conflicts that are
common in conversations. Careful listening offers an opportunity to circumvent the usual
arguments and conversation traps.
The benefits of listening are interdependent and synergistic – the more you reap one benefit of
good listening, the more listening you will do, and the more the other benefits will start to pile up.
As with most other social skills, to master listening, practice is required. Luckily, the world is full of
people who feel unheard and like no one is paying attention.
To better understand the importance of having greatlistening skills, it is necessary to take into
consideration the multiple advantages that can derive from it, in the workplace and by extension
in the classroom.
1-In the workplace
a) Employee’s perspective For the employee, listening: Expands capacity and knowledge
Great listening skills make an employee more competent and capable, regardless of his position.
The more an individual can get information out of the meetings, the instructions, and reports
provided to him, the more efficient and successful he will at completing his tasks. By listening
effectively, he s able to grasp the t exact information he needs in order to execute his work without
committing regrettable mistakes. Also as a result, listening enriches know-how and knowledge and
helps fulfilling job requirements through progressive learning.
-Intensifies successful conversation Another advantage of effective listening for an employee is
that he becomes a better team player. If employees take the time to listen to each other, to their
suggestions, warnings, advice and informational inputs, it allows them and the departments they
work in to coordinate better, to avoid misunderstandings, and build profitable relationships
among workers. Furthermore, effective listening reduces risks of inter-personal conflicts in a
workplace creates an environment of peace, respect which facilitates enduring success for the
whole enterprise
-Saves time and money Effective listening not only reduces risks of misunderstanding and mistakes
that could be very damaging to the business, it saves time and money for all departments forming a
collaborative workforce. How? … by avoiding the trouble and inconvenience of starting a task or a
project over again, just because the directives given were misunderstood. Employees do not waste
precious time and a specific budget allocated to a specific project, given that time and money are
the two most important resources in business.
b) Leader/boss’s perspective For a manager, listening:
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- Helps detects and solve problems quickly As a leader, an entrepreneur should always be attentive
to what employees have to say, whether it concerns the mechanism, the processes or the project of
a business platform. In the workplace, they are the first ones to spot flaws and come up with
suggestions for amelioration. It is up the manager to grasp and distinguish necessary and useful
information to take the actions needed. In the same perspective, with “good ears”, he‟s able to
make better decisions and to discover more about all aspects of the company.
-Confers respect and trust By listening to staff members , a leader shows great respect and care to
them. As a result, he gains the trust and esteem of workers and achieve referent power as
mentioned by French & in Raven in the article “the bases of social power”. As an appreciated
leader, he gets people to open up and is able to collect useful information about them and their
capabilities.
- Enhances motivation and encouragement Listening gives a leader the power and ability to
encourage and motivate employees . Moreover, a boss who listens stimulates his subordinates in
reaching their maximal potential and at the same time a maximum success. This is way to inspire a
level of commitment in people and the feeling of membership. Sometimes, it only take for a boss to
listen to someone and give feedback showing understanding , for the same person to feel he‟s part
of a group, to find the encourage to overcome some difficulties he might find at work.
- Allows better negotiations terms and resistance overcoming A leader also assumes the role
of a negotiator and often faces problematic situations in negotiations: When the parties are more
focusing on imposing their ideas and getting approval for their suggestions and propositions, they
miss important information such as the underlying demands and offer of each group. The meeting
can continue on for the interlocutors to realize at the end that they did not manage to come to an
agreement. Knowing how to listen effectively keeps negotiators from committing these types of
errors and capture useful information that will be able to use against the opponent and bend his
offer at their benefit.
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c) Customer’s perspective For the relations customers have with the company, listening:
-Strengthen customer relationships and facilitates products and services improvement
By putting in place a system to collect customers‟ feedback on the usage of a product or a service,
the company let the consumers know that their opinion matters and gain their loyalty.
Furthermore, the suggestions, critics and experience are used to ameliorate the products and
services and innovate.
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2-In the classroom A student listening in class ( image
taken from
http://www.providence.edu/oas/shop/note.htm)
a) Student’ perspective Overall, effective listening contribute to the student‟s progress and
the immediate and observable advantages are that it : -Enriches knowledge
-Allows to sort, select and retain essential information
For more information about the subject, click here.
b) Teacher’ perspective As for the teacher who has the responsibility of guiding instructing
students, when he listens he s able to: - Uncover areas of misunderstanding and flaws, in which
students with whom students struggle more
- Improve teaching skills because the instructor learns to what method students respond better.
Problems with ineffective listening:
1. Others will become wary if you don't have the ability to listen
2. Perceived as less intelligent
3. Wasted time
4. Repeating messages is time-consuming
5. Energy can be spent on more important tasks
6. Businesses can lose
is Costlyon behalf of employees' poor (i.e.; flight) Poor Listening
7. Effective listening is a staple of reaching one's goal
8. By concentrating, you avoid repeating a question already asked
9. Listening can lead to opportunities
10. Take ADVANTAGE Poor Listening Limits Your Chances for Success
Pseudolistening: faking attention Don't engage in pseudolistening!
Ineffective listening causes misunderstandings, mistakes and problems, which can be not only
dangerous but also fatal because:
money listening skills
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without listening we take away information from ourselves, that is needed for
an appropriate response to a persons message;
we increase the probability of mistakes by not fully understanding what the individual wants to say;
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we are running the risk of appearing ill-mannered, because we interrupt the conversation;
we are wasting time by returning to restore the information we consciously or
unconsciously didn't hear.
we entangle our interlocutor into unnecessary discussions , by making them answer
our inaccurate or incorrect statements;
we are slowing down the pace of the conversation: it is decreasing because of
distorted information, many misunderstandings, or because of the interlocutors attempts to fight
with the other person's poor listening and similar.
Hearing versus listening
What is hearing?
Hearing is an action in which, just the sound is perceived by the ear, and it requires no or very little
concentration. Very little or no effort is required as your mind is occupied in other thoughts or
perhaps you are engaged in a different task while the other person is sharing his or her thoughts
with you. Words spoken are just heard. This is a passive process.
What is listening?
Listening is an action where you choose to actively concentrate on what you hear and your brain
processes the information into knowledge. You need to put in a lot of effort in terms of attention,
processing, thinking, analysing and concentrating. You do not think about anything else, or get
engaged in any other tasks, but you sit down and listen to what the speaker is saying, word by
word. You look into the feeling and meaning of what is being said. Words spoken are listened to and
processed. This is an active process.
Difference between hearing and listening:
Hearing:
We always hear something around us all the time and it is just a physical ability. For example, while
you are at home, you might hear the sound of other people talking, sound of cooking in the
kitchen, sound of television, and sound of anything that is happening around. While you are at
work, depending on where you work, you hear the sound of various things around you. While on
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the road you hear the sound of traffic and any events in the public, the people laughing, talking,
shouting etc. And, at the end of the day, after you go to bed and fall asleep, you hear sounds even
while you sleep. All these happen around you and you do not
sound waves
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necessarily see the incidents. It is just
operates even outside of the line of sight.reaching your ears. Hearing is an w
hich
This also applies to music. Nowadays music is played everywhere, in shopping malls, in
restaurants, in supermarkets, in offices and everywhere. It puts people in a situation where they
just hear this music as every other noise around them. Not all of us listen to that music and
acquire anything from it. People lose the chance of acquiring any skills from it and in a way it
devalues music. Most people use music to just fill the silence while they are doing other tasks.
Listening:
When you need to listen, you need to pay attention, because you need to interpret and respond in
the end. Listening is a skill which is diminishing and this can be due to advancement in digital
technology, not wanting to concentrate or too much of information to handle. Listening is a skill
that can be improved with a little bit of hard work, dedication and determination. Everywhere and
in every relationship we come across this complaining phrase quite often, “You never listen” or
“You do not want to listen”. As Ernest Hemingway quotes, “When people talk, listen completely.
Most people never listen.”
A typical example that we come across in our day to day life is, people reading something on the
internet and responding to the speaker / trying to listen to someone, or typing something on the
computer, eyes on the screen and an ear listening to the other person or texting on the mobile
and responding to someone who is talking to you. These are common scenarios we come across in
offices and personal lives almost every day. These behaviours clearly indicate that the listener is
behaving in an awful manner, not respecting the other and indirectly this tells the speaker that
they are less important than the work that the listener is doing. This puts the speaker in an awful
situation and makes them feel inferior
alarm system
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Hearing Vs Listening - A Summary
Hearing Listening
It is a physical ability and not a conscious act It is a skill and is a conscious act (Psychological)
Hearing Listening
(Physiological)
Is hearing randomly Is listening intentionally and analysing
Everyone hears unless there is a physical disability Not everyone listens
Perceiving sound by the earMaking an effort to hear and it involves
reception, analysis, interpretation and response
Involuntary Voluntary
You just hear sound and noise but do not
understand much You understand what is being said or heard
Does not need focus Needs focus and care
Hearing uses only one of the five senses which is
hearingListening uses hearing, seeing and
sometimes the sense of touch too
Receiving sound vibrationsObserving the behaviour and adding meaning to
what the speaker says
Passive Active
The only similarity between hearing and listening is that you do both with the aid of ears.
Listening is very important when it comes to customer services and other professions where you
have to listen to people at all times, for example doctors, nurses, occupational therapists,
counselors journalists,
interviewers, teachers, tutors, advisers etc. Almost all professions require at some point or
the other. In an office and home environment, we are most of the time around people who want to
be listened. So it is always good to improve your listening skills and be a better listener and a better
human.
listening skills
Perception:
The way in which something is regarded, understood, or interpreted.
A process by which individuals organize and interpret their sensory impressions in order to give
meaning to their environment.
Factors Influencing Perception
· The Perceiver – attitudes, motives, interests, experiences, expectations
· The Target – novelty, motions, sounds, size, background, proximity, similarity
· The Situation – time, work setting, social situation
Assessing others perceptions
Attribution Theory When individuals observe behavior, they attempt to determine whether it is
internally (under the personal control of the individual) or externally (outside causes “force” you
to behave a certain way) caused.
Fundamental Attribution Error The tendency to underestimate the influence of external factors
and overestimate the influence of internal factors when making judgments about the behavior of
others.
Self-Serving Bias The tendency for individuals to attribute their own successes to internal factors
while putting the blame for failures on external factors.
characteristics of good and bad listeners:
Appreciates all parts of what is being said.
Concentrates / pays attention.
Takes brief notes that are to the point, if
needed. Is open to the ideas presented.
Holds eye contact and has good body
posture. Responds to the speakers' tone
and inflections. Uses eye contact
appropriately.
patient
Is attentive and alert to a speaker's verbal and nonverbal behavior.
Is and doesn't interrupt (waits for the speaker to finish).
Is responsive, using verbal and nonverbal expressions.
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Asks questions in a no tone.
Paraphrases, restates or summarizes what the speaker
says. Provides constructive (verbal or nonverbal)
feedback.
Is empathic (works to understand the
speaker). Shows interest in the speaker as a
person.
Demonstrates a caring attitude and is willing to listen.
Doesn't criticize, is nonjudgmental.
Is open-minded.
Characteristics of a Poor Listener:
Has a wandering mind /
gaze. Show no
enthusiasm.
Slumps
Likes to argue the point.
Takes too many notes thus missing the
point. Is easily distracted.
Interrupts the speaker (is impatient).
Doesn't give eye contact (eyes
wander).
Is distracted (fidgeting) and does not pay attention to the speaker.
Is not interested in the speaker (doesn't care;
daydreaming). Gives the speaker little or no (verbal or
nonverbal) feedback. Changes the subject.
Is judgmental.
Is closed-minded.
Talks too much.
Is self-preoccupied.
threatening
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Gives unwanted
advice. Too busy to
listen.
Types of listening
Here are six types of listening, starting with basic discrimination of sounds and ending in deep
communication.
Discriminative listening
Discriminative listening is the most basic type of listening, whereby the difference between
difference sounds is identified. If you cannot hear differences, then you cannot make sense of
the meaning that is expressed by such differences.
We learn to discriminate between sounds within our own language early, and later are unable to
discriminate between the phonemes of other languages. This is one reason why a person from one
country finds it difficult to speak another language perfectly, as they are unable distinguish the
subtle sounds that are required in that language.
Likewise, a person who cannot hear the subtleties of emotional variation in another person's voice
will be less likely to be able to discern the emotions the other person is experiencing.
Listening is a visual as well as auditory act, as we communicate much through body language . We
thus also need to be able to discriminate between muscle and skeletal movements that signify
different meanings.
Comprehension listening
The next step beyond discriminating between different sound and sights is to make sense of them.
To comprehend the meaning requires first having a lexicon of words at our fingertips and also all
rules of grammar and syntax by which we can understand what others are saying.
The same is true, of course, for the visual components of communication, and an understanding of
body language helps us understand what the other person is really meaning.
In communication, some words are more important and some less so, and comprehension often
benefits from extraction of key facts and items from a long spiel.
Comprehension listening is also known as content listening, informative listening and full listening.
Critical listening
Critical listening is listening in order to evaluate and judge, forming opinion about what is being
said. Judgment includes assessing strengths and weaknesses, agreement and approval.
This form of listening requires significant real-time cognitive effort as the listener analyzes what is
being said, relating it to existing knowledge and rules, whilst simultaneously listening to the
ongoing words from the speaker.
Biased listening
Biased listening happens when the person hears only what they want to hear, typically
misinterpreting what the other person says based on the stereotypes and other biases that they
have. Such biased listening is often very evaluative in nature.
Evaluative listening
In evaluative listening, or critical listening, we make judgments about what the other person is
saying. We seek to assess the truth of what is being said. We also judge what they say against
ourvalues, assessing them as good or bad, worthy or unworthy.
Evaluative listening is particularly pertinent when the other person is trying to persuade us, perhaps
to change our behavior and maybe even to change our beliefs. Within this, we also discriminate
between subtleties of language and comprehend the inner meaning of what is said. Typically also
we weigh up the pros and cons of an argument, determining whether it makes sense logically as
well as whether it is helpful to us.
Evaluative listening is also called critical, judgmental or interpretive listening.
Appreciative listening
In appreciative listening, we seek certain information which will appreciate, for example that which
helps meet our needs and goals. We use appreciative listening when we are listening to good music,
poetry or maybe even the stirring words of a great leader.
Sympathetic listening
In sympathetic listening we care about the other person and show this concern in the way we pay
close attention and express our sorrow for their ills and happiness at their joys.
Empathetic listening
When we listen empathetically, we go beyond sympathy to seek a truer understand how others are
feeling. This requires excellent discrimination and close attention to the nuances of emotional
signals. When we are being truly empathetic, we actually feel what they are feeling.
In order to get others to expose these deep parts of themselves to us, we also need to demonstrate
our empathy in our demeanor towards them, asking sensitively and in a way that encourages self-
disclosure.
Therapeutic listening
In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but
also to use this deep connection in order to help the speaker understand, change or develop in
some way.
This not only happens when you go to see a therapist but also in many social situations, where
friends and family seek to both diagnose problems from listening and also to help the speaker cure
themselves, perhaps by some cathartic process. This also happens in work situations, where
managers, HR people, trainers and coaches seek to help employees learn and develop.
Dialogic listening
The word 'dialogue' stems from the Greek words 'dia', meaning 'through' and 'logos' meaning
'words'. Thus dialogic listening mean learning through conversation and an engaged interchange of
ideas and information in which we actively seek to learn more about the person and how they
think.
Dialogic listening is sometimes known as 'relational listening'.
Relationship listening
Sometimes the most important factor in listening is in order to develop or sustain a relationship.
This is why lovers talk for hours and attend closely to what each other has to say when the same
words from someone else would seem to be rather boring.
Relationship listening is also important in areas such as negotiation and sales, where it is helpful if
the other person likes you and trusts you.
Energy - physical and mental
Perhaps all people have two types of energy–mental and physical–and they‟re not interchangeable.
Think about people who are introverted versus extroverted. You can try to force yourself to be
your opposite, but you will be unhappy doing do, and the longer you do it, the more likely you
are to end up depressed.
Some people have excessive amounts of physical energy. They‟re known as “hyperactive.” Some
people have excessive amounts of mental energy. We tend to be called “lazy.” Most everyone
else has a balance between the two (“average”), although some people have excessive amounts
of both (Benjamin
Franklin comes to mind); these people with endless ideas and the energy to accomplish them are
called “geniuses.” (Of course, it‟s possible to be a genius with only one type of energy, but most of
the people who truly become epic and go down in history have huge amounts of both.)
the number of people who have almost unlimited amounts of both physical and mental energy are a rarity
Situational knowledge?
I define situational knowledge as the knowledge you have for the duration of a project or release,
but which you‟ll probably let fade after six months (or less). Maybe it won‟t fade, but it won‟t be
as far to the front of your brain as newer knowledge you pick up.
Verbal and non verbal skills:
Nonverbal Communication
Oculesics is one form of nonverbal communication , which is the transmission and reception of
meaning between communicators without the use of words. It can include the environment
around the communicators, the physical attributes or characteristics of the communicators, and
the behavior of the communicators.
The four nonverbal communication cues are spatial, temporal, visual and vocal. Each relates to one
or more forms of nonverbal communication
Chronemics - the study of time
Haptics - the study of touch
Kinesics - the study of movement
Oculesics - the study of eye behavior
Olfactics - the study of scent
Paralanguage - the study of voice communication
Proxemics - the study of spaceoutside of languageProxemics
the branch of knowledge that deals with the amount of space that people feel it necessary to set
between themselves and others.
Proxemics is a subcategory of the study of nonverbal communication along with haptics (touch),
kinesics (body movement), vocalics (paralanguage), and chronemics (structure of time). [1]
Proxemics can be defined as "the interrelated observations and theories of man's use of space as a
specialized elaboration of culture".[2]
Types of Proxemics
Intimate – 0 to 10 inches – Reserved for close friends and family
Personal – 18 inches to 4 feet – For friends and informal conversation
Social – 4 to 12 feet – An area for formal conversation and business transactions
Public – beyond 12 feet
In the United States, there are four types of “distance” which people use to communicate on a
face-to- face basis.
These include:
Intimate distance (0-2 ft.) Personal distance (2-4ft.) Social distance (4-12 ft.) Public distance (>12 ft.)
Intimate distance is that which is used for very confidential communications. This zone of distance is
characterized by 0 to 2 feet of space between two individuals. An example of intimate distance is
two people hugging, holding hands, or standing side-by-side. People in intimate distance share a
unique level of comfort with one another. Those who are not comfortable with someone who
approaches them in the intimate zone will experience a great deal of social discomfort or
awkwardness.
Personal distance is used for talking with family and close friends. Although it gives a person a little
more space than intimate distance, it is still very close in proximity to that of intimacy, and may
involve touching. Personal distance can range from 2 to 4 feet. Like intimate distance, if a stranger
approaches someone in the personal zone, he or she is likely to feel uncomfortable being in such
close proximity with the stranger.
Social distance is used in business transactions, meeting new people and interacting with groups of
people. Social distance has a large range in the distance that it can incorporate. From 4 to 12 feet,
it is clear that social distance depends on the situation. Social distance may be used among
students, co-workers, or acquaintances. Generally, people within social distance do not engage in
physical contact with one another.
People may be very particular about the amount of social distance that is preferred. Some
people may require much more physical distance than others. Many times, if a person comes
too close to another individual, the individual is likely to back up and give himself the amount of
space that he feels more comfortable in.
Public distance is measured at 12 or more feet between persons. An example of this is illustrated in
the following picture, where two men sit far apart on a park bench, in order to preserve their
public distance. Each of the previous types of proximity are heavily influence by people's
perception of what the "correct" type of distance should be in a certain situation.
Culture is one of the factors which contribute to people's perceptions of how proxemics should be
used. People from different cultures have different views on what the proper personal space
should be. For further information, please see the proxemics and culture page to learn more about
how culture affects people's spatial preferences
Territoriality
There are four forms of human territory in proxemic theory. They are:
public territory
a place where one may freely enter. This type of territory is rarely in the constant control of just
one person. However, people might come to temporarily own areas of public territory.
interactional territory
a place where people congregate informally
home territory
a place where people continuously have control over their individual territory
body territory
the space immediately surrounding us
These different levels of territory, in addition to factors involving personal space, suggest ways for
us to communicate and produce expectations of appropriate behavior
Environmental factors:
The setting in which you try to communicate to a person can play an important role in how effective
your communication is. Things such as outside noise or distractions that take away your audience's
attention can limit the amount of information he actually retains. Obstacles that remove your
direct line of vision with a person or his vision with a visual presentation also can affect the way he
retains information.
There are several environmental factors that can enhance or detract from communication. Some of
the barriers to effective communication include echoes, long distance barriers, noise, poor lighting,
and visual noise.
Poor lighting takes away visual cues and body language that many people need, especially people
who may be hard of hearing. Any visual displays cannot be seen well in poor lighting conditions
taking even more away from the communications process. Noise is another environmental factor
that adversely effects communication. The noise can be traffic noise outside an office or place of
business which blends into what is called white noise, or the noise of an annoying co-worker
talking on their cell phone to a family member. Noise is simply anything that can be heard that is
distracting and takes attention away from the intended communications.
Long distance can detract from effective communications in that it takes longer for verbal
communication to reach its target and sometimes visual cues and body language are taken out of
the equation. Technology has improved phone service to the public over the past few decades
where communication via voice is now reliable to anywhere in the world, but without visual clues
and body language the communication process is not at an optimum.
Visual noise can refer to anything that is distracting in a visual manner such as traffic going by
outside an office window or a fight between co-workers. Once a person becomes interested in
something other than the person talking to them, the communication process stops.
The key to effective communications is to recognize and eliminate all or as much of these
environmental factors that take away from the communications process. While there may be some
factors that you cannot control, the fact is there are many of them you can and should eliminate.
Communication competence:
Defn: the ability to use the language correctly and appropriately to accomplish communication goals.
Communicative competence is made up of four competence areas: linguistic, sociolinguistic,
discourse, and strategic.
Linguistic competence is knowing how to use the grammar, syntax, and vocabulary of a
language. Linguistic competence asks: What words do I use? How do I put them into
phrases and sentences?
Sociolinguistic competence is knowing how to use and respond to language appropriately,
given the setting, the topic, and the relationships among the people communicating.
Sociolinguistic competence asks: Which words and phrases fit this setting and this topic?
How can I express a specific attitude (courtesy, authority, friendliness, respect) when I need
to? How do I know what attitude another person is expressing?
Discourse competence is knowing how to interpret the larger context and how to construct
longer stretches of language so that the parts make up a coherent whole. Discourse
competence asks: How are words, phrases and sentences put together to create
conversations, speeches, email messages, newspaper articles?
Strategic competence is knowing how to recognize and repair communication
breakdowns, how to work around gaps in one‟s knowledge of the language, and how to
learn more about the language and in the context. Strategic competence asks: How do I
know when I‟ve misunderstood or when someone has misunderstood me? What do I say
then? How can I express my ideas if I don‟t know the name of something or the right verb
form to use?
In the early stages of language learning, instructors and students may want to keep in mind the goal
of communicative efficiency: That learners should be able to make themselves understood, using
their current proficiency to the fullest. They should try to avoid confusion in the message (due to
faulty pronunciation, grammar, or vocabulary); to avoid offending communication partners (due to
socially inappropriate style); and to use strategies for recognizing and managing communication
breakdowns.
social
Chronemics:
Chronemics studies time usage in nonverbal communication; it states that the way we perceive
time is a powerful communication tool. How we perceive time can be expressed by our
punctuality, our willingness to wait, the speed of our speech, and the amount of time people are
willing to listen.
Chronemics is how we perceive time and how it can define the importance of someone or
something. Some people are very important and only have the time to see people through
appointments and in that instance, his time shows how important he is. Timing is very important
when either calling in an an appointement or responding to a letter or e-mail because timing leads
to expectations and could possibly influence the communication that will occur when you are face-
to-face. Chronemics varies greatly from culture to culture and they are based upon monochronic
and polychronic. America is a monochronic country which means that time is viewed as a
commodity, it is scheduled, managed, and arracnged. Many spanish speaking cultures are
polychronic which means they do several things at the same time. They will break appointments and
meetings if their family needs them without any guilt or an apology.
Jargon: The specialized language of a professional, occupational, or other group, often meaningless
to outsiders
Jargon is "the technical terminology or characteristic idiom of a special activity occupational or
group."[1] The philosopher Condillac observed in 1782 that "every science requires a special
language because every science has its own ideas." As a rationalist member of the
Enlightenment he continued, "It
seems that one ought to begin by composing this language, but people begin by speaking and
writing, and the language remains to be composed."[2] In earlier times, the term jargon would
refer to trade languages used by people who spoke different native tongues to communicate,
such as the Chinook Jargon.
In other words, the term covers the language used by people who work in a particular area or who
have a common interest. Much likeslang , [3] it can develop as a kind of shorthand, to express ideas
that are frequently discussed between members of a group, though it can also be developed
deliberately using chosen terms. A standard term may be given a more precise or unique usage
among practitioners of a field. In many cases this causes a barrier to communication with those not
familiar with the language of the field. For example, bit , byte , and hexadecimal are jargon terms
related to computing .
Paralanguage:
Paralanguage is nonverbal communication such as your tone, pitch or manner of speaking.
An example of paralanguage is the pitch of your voice.
The set of nonphonemic properties of speech, such as speaking tempo, vocal pitch, and
intonational contours, that can be used to communicate attitudes or other shades of meaning.
You may have heard someone say, 'It's not what he said, it's the way he said it."
Inflection can have an effect on the impact of a message; and while inflection is applied to words, it
is a nonverbal treatment which can completely change the meaning a person would be expected
to attach to the words. Inflections or emphasis applied vocally to a message are known as
paralanguage.
Paralanguage sounds just the opposite from the words themselves. Someone may have greeted you with a
"good morning!" but the tone of the words revealed that it was anything but a good morning.
Paralanguage or vocalics is a part of non-verbal communication because it is not related to the
content or verbal message but the other attributes of speaking which include the pitch, the tone,
the volume, tempo, rhythm, articulation, resonance, nasality and even the accent of the speaker
collectively known as prosody. Paralanguage is thus the study of nonverbal cues of the voice. A
notable linguist George L. Trager developed a classification system to study the vocal cues, which
consist of the voice set, voice qualities, and vocalization.
Voice Set: The voice set is defined as the context in which the speaker is speaking. The factors that
influence this context are taken into account, which include elements like the situation, gender,
mood, age or even a person's cultural background.
The Voice Qualities: The voice quality is defined by factors like volume, pitch, tempo, rhythm,
articulation, resonance, nasality, and accent. These factors actually give each individual a unique
'voice print'.
Vocalization: This factor takes into account three elements: characterizers, qualifiers and
segregators. Characterizes are emotions that are expressed while speaking like smiling, frowning or
yawning. A voice qualifier refers to the style of delivering a message. Vo
Ocuselics:
Oculesics, a subcategory of kinesics, is the study of eye movement, eye behavior, gaze, and
eye- related nonverbal communication. The specific definition varies depending on whether it
applies to the fields of medicine or social science
Eyes are perhaps the most expressive features on human beings. You can say so much from one
look that you exchange, be it a positive one or a condescending look, the eyes say it all. Oculesics is
the study of the role of eyes in nonverbal communication. Eye contact can indicate a lot of
emotions ranging from interest, attention, and involvement. A simple gaze comprises the actions of
looking while talking, while listening, or even while observing. Other factors that can be studied to
correlate them with the purpose of communication is the timing of one's gaze, frequency of
glances, patterns of fixation, pupil dilation, and even the rate of blinkling.
Eye contact indicates interest, opennesss, and sometimes even arousal, though aggressive eye
contact--or staring--can be interpreted as a sign of hostility. In addition to this, lack of eye
contact also transmits a message, oftentimes that the listener is bored and/or is not paying
attention. It must be noted that culture plays a role in oculesics, for the necessity of eye contact
and the civility it provides in American culture differs greatly from an Asian culture, for example,
where eye contact is often considered rude
Haptics:
Haptics refers to the study of touching as a tool of nonverbal communication. The various forms of
touching that can be included in non-verbal communication includes handshakes, holding hands,
kissing, back patting, high fives or even brushing an arm. Also someone fidgeting with their own
hands, or running their fingers through their hair is also involuntarily sending a message about their
level of involvement and interest in the communication process and are referred to as "adaptors".
The meaning conveyed from a touch is however highly dependent upon several other factors like
the context of the situation or even the relationship between communicators.
Kinesics:
Kinesics is the study of body movement, facial expressions, and gestures. Five kinds of kinesics are
used in our everyday communication. These five are emblems, illustrators, affect displays,
regulators and adaptors. Developed by anthropologist Ray L. Birdwhistell in the 1950s, Kinesics is
nothing but the study of body movements, facial expressions, and gestures. Kinesics studies include
the study of following elements:
Posture: Body posture says a lot about a person's degree of attention or involvement, the
difference in status between communicators, and also the level of fondness a person has for the
other one. The studies carried out int the field of kinesics reveal that mirror-image congruent
postures, where one person's left side is parallel to the other's right side, leads to favorable
perception of communicators and positive speech. Also, if a person leans forward or a shows a
decrease in the backwards lean, it signifies positive sentiment during communication. Posture can
be studied through various indicators like direction of lean, body orientation, arm position, and
overall body movement.
Gestures: A thumbs up, or a simple wave of the hand says so much. Yes, gestures form an integral
part of non-verbal communication. Gestures allow us to express a variety of emotions and
thoughts like contempt, hostility, approval, affection etc.
Kinesics is the non-verbal behavior related to movement, either of any part of the body, or the body
as a whole. All body movements that show what the person is really thinking can be classified as
kinesic.
Kinesic communication is one of the obvious forms of non-verbal communication and is the most
talked about but it can also be one of the most confusing because there can be so many different
meanings among different cultures. Some movements could be offensive to other cultures or some
movements may just have no meaning to some and they will not now what you are portraying and
there will be confusion. Body language differs between every culture and therefore is almost
impossible to have a worldly known movement. Kinesics can be broken down into five categories:
emblems, illustrators, affect displays, regulators and adaptors.
Emblems
Non-verbal messages that have a verbal counterpart. To show you what that means the British use
a sign for victory. That sign is holding up the forefinger and the middle finger to create a V for
victory but in the U.S. we might see that more as a number 2 and in Australia that could be
insulting. Making the O sign for “ok” can also be seen as the number zero meaning that whatever
they were trying or doing was worthless. Even though there are endless meanings and to all the
movements of body language we can still identify with what was intended because a lot of
movements are known throughout the world and even though that may not be their custom they
will might understand that it was not intended the way they took it.
Illustrators
Illustrators are used more consistently to illustrate what is being said and the amount of different
uses or meanings they may have are endless. Like in Latin cultures they use illustrators more then
they do in Anglo- Saxon cultures and if you don't use them they consider that a lack of interest and
Anglo-Saxon cultures use illustrators more then Asian cultures. Asian cultures consider using
illustrators a lack of intelligence.
Affective Displays
Affective Displays are facial movements that show a certain emotional state. The basic displays are
mostly universal because everyone knows them like sadness, happiness, scared but the amount that
it is used can vary drastically from culture to culture. Some may think that if you don't use affective
displays then you lack emotion but that is not true. Take an Italian, they normally show their anger
more in situations and a Japanese person who may show anger just as much. In Italy you can
express those displays of emotion but in Japan you might be expected to not show as many
affective displays because of the way their culture is.
Regulators
Regulators are non-verbal signs that regulate, modulate and maintain the flow of speech during a
conversation. These can be both kinesic, such as the nodding of a head, as well as nonkinesic, such
as eye movements. Regulators moderate the flow of information, and are frequently used to see if
the person they are talking too has understood the message. Vargas (1986) notes, that black
students in the US felt insulted, because they perceived that they were being talked down to by
their white educators. She concluded that black students made different use of regulators and that
therefore the white educators were under the impression that the black student did not
understand what was being said to them. Whereas the white students would nod an murmur “uh-
huh”, black students in the research appeared to nod less perceivably and use “mhm” as a
regulator utterance. Regulators are vital to the flow of information. Therefore a
misinterpreted regulatory non-verbal sign may be highly confusing in international business
communication, and lead to serious problems, such as the problem shown above.
Adaptors
Adaptors include postural changes and other movements at a low level of awareness, frequently
made to feel more comfortable or to perform a specific physical function. Because adaptors are
usually carried out on a low level of awareness, they have been hailed as the secret to
understanding what your conversation partner really thinks. Many adaptor movements, such as
moving in a chair, may be employed more frequently to resolve a specific physical situation, rather
than being an indicator of „secret thoughts'. So it's hard to tell whether it's a secret thought or if its
just getting physically comfortable. Adaptors as such may not carry any significant meaning, neither
in their own culture nor across cultural boundaries. However, adaptors may easily be read as
emblems across cultural borders, even if not intended. As adaptors are usually performed with a
low level of awareness, such a misinterpretation can be highly significant precisely because the
person performing the adaptor movement may not be aware that he is performing any precise
movement. For example, the showing of the soles of the feet or shoe may be a result of taking up a
more relaxed seating position. However, in many Arabic countries this gesture may be understood
as an offensive emblem.
Emblems are body movements that substitute for words and phrases. We beckon with are first
finger to mean “come here.” We use an open hand heldup to mean “stop.” However, be wary of
emblems; they may mean something different in a different culture.
In much of the world today, the thumbs up means, "O.K.", "Right On!", or "I like this movie.” But in
Iran, Afghanistan, Nigeria and parts of Italy and Greece it is an obscene insult, especially when
combined with a sweep of the arms.
The second form of kinesics, illustrators, accompany and reinforce our verbal messages. For
example, we nod our head when we say yes, shake our head when we say no, stroke our stomach
when we are hungry, and shake our fists when we are angry.
Illustrators tend to be more universal than other kinds of body movement. However, they can also
be misinterpreted. Even men and women regard the simple nod differently. Many women may
think a man is agreeing when he nods his head as she speaks, but actually all he is say is “I hear
you.” When they get into a meeting together and she finds him speaking out against her idea, she
may be surprised and angry, because she thought she had his support.
The third kind of kinesics is affect displays. Affect displays are movements of the face and body
which show emotion. Consider how you react when your favorite team scores, or watch your angry
teenager slam the door as she leaves the room, and look at two men threaten each other when
they are upset but don‟t dare to fight openly.
Regulators are the fourth category of kinesics. They control the flow and pace of our
communication. When we start to move away, it is a signal that we want the communication to
stop. When we look away or at the floor it shows we may be disinterested. When we yawn we are
bored or maybe just tired.
There is a whole area of study that deals with turntaking, the use of regulators to let someone know
when we want to speak, when we want them to speak, or when we don‟t want to speak. When we
want to speak, maybe we raise a finger or lift our head. When we want to let the other person
speak, we pause and look away. When we don‟t want to speak, we may nod or raise a hand. It‟s a
real science, but somehow we learn all these skills without ever taking a lesson.
The final area of kinesics is adaptors. We use adaptors to relieve tension. We tap the desk, or twist
our hair. We shake our legs or rub our nose. Sometimes these are nervous habits. Others are
involuntary ticks. I found out when I stayed with an uncle that we shared some common adaptors.
He covered his mouth with a finger when he spoke, something I also did, but didn‟t notice my
father doing. Yet obviously, I must have learned it from my father.
How does it help to know about kinesics? Understanding nonverbal communication can
help us communicate better. We avoid misunderstandings. We are clearer in the
meanings we transmit.
Refer: http://www.authorstream.com/Presentation/ruchi1988-1101620-non-verbal-communication/
Message strategies
What are your main messages? A message is not the same as an advertising slogan or a marketing
line; a message is a simple and clear idea that summarises the essence of your programme or
projects. It should function as a guiding principle for all kinds of communications, from the contents
of leaflets, brochures and websites, but also for media interviews or conversations with your
stakeholders.
The main point is that messages must be clear and consistent across all kinds of communications.
The best would is to apply the KISS-rule: Keep it short and simple! Without clear messages, a
communication agenda lacks clarity and focus and your agenda risks becoming diluted. Too many
different messages will breed confusion.
Start by deciding your programme‟s message – a sentence that states clearly and simply what your
programme is trying to do. Try to avoid too general issues and focus on a specific
achievement/challenge/opportunity. It is recommendable to constantly communicate the messages
to your promotional material target groups, for example by including them on your releases and so
forth.
Voice is hopeful, or hopeless, and there is very little commitment to the asking. Often the outcome
is not forthcoming A demand has limited choice. You either do what is demanded, or you don't.
There is little availability for negotiation. People build resentment when they believe there is a
demand on them When we make a request, we are creating choice. For example, if I throw you a
tennis ball and I request that you throw it back to me, what are your options? The request
empowers the person that you are making the request to.
They have choices. (Don't make a request unless you want the person to have choices, and you
would be completely satisfied if their response was no)
Making and responding to a request It's important to be polite when you ask for something.You
can make a request by using:
can you ...?
could you ...?
will you ...?
would you mind ...?
Here are some examples of how to make a request..
Can you Will you
Could you possiblyopen the door for me, please?
would you mind opening the door for me ?
Making Request:
Can you show me your photo album, please?
Will you lend me your book, please?
Could you possibly show me the way to the post office, please?
Would you help me with this exercise, please?
Would you mind lending me your pen, please?
Responding to request: Sure here you are.
Okey.
No, I'm sorry I need it
I'm afraid I can't.
Things to remember about making a request:
1. "Would you mind..." is followed by a
gerund (verb+ing) Example:"Would you mind
lending me your book? "
2. The response to the following request:
A: "Would you mind giving me your book? "
is either
"No, I don't mind."(which is a positive response to the request. It means that I accept
to lend you my book)
or "Yes." (which is a negative response to the request. It means that I don't want to lend you my
book.)
3. Could is more polite than can.
Giving Better Directions
If you‟re a boss, one of the most important parts of your job is giving directions. Whether you‟re
training, coaching, or assigning work, it‟s critical to do the job right.
If you think about what you do when you sharetravel directions, you‟ll do a better job with
supervisory directions. Here are some tips to remind you of what works.
Choose your words carefully. Use the language that works best for your team member and what they
prefer.
Some people prefer left/right directions. Others would rather have North/South. Some like
distances in miles, but others prefer “about thirty minutes.” Sometimes the situation or location
calls for special language. My friend Rosa Say tells me that on Oahu, “mauka” m eans “tow ard
the mount ains,” whil e “makai” me ans “towa rd t he oce an.”
And there are local usages for travel directions. If you go “to the city,” it might be San FranciscoOr London. And, in New York City, “the city” is the island of Manhattan. You find the same kind of special language at some companies or in some industries.Supplement your words if you can. Words are good, but if you can supplement them with diagrams
(maps) or demonstrations, you‟re more likely to be effective. Act things out. Give examples.
Use a variety of methods. I love my GPS, but I always work things out on a map before I travel to
someplace new.
Some people prefer to receive directions aurally. Others prefer them written out. Still others want something they can refer to if they find they don‟t understand.Check for understanding. If you don‟t check, you assume that you communicated perfectly. That‟s just not likely. Follow up to be sure. Even if your team member understood perfectly when you give your directions the first time, it may not last. It‟s just the way humans work that we can think we understand until it‟s time to actually follow the instructions. Couple that with the fact that you, the boss, can‟t possibly think of every team members detail and you have a recipe for confusion.
Some will be reluctant to tell you that understanding has turned to confusion, so you have to
go and check. Part of your job is regularly touching base with your people, so use some of that time
to see if your directions are working out the way you and your team member expected. Then adjust
as needed.