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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