Transcript Nonverbal, Listening And Speaking Skills
C H A P T E R
Nonverbal, Listening And Speaking Skills
2 Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Learning Objectives
Recognize how the eyes, face, body and appearance can send nonverbal messages.
Identify barriers to effective listening.
Suggest techniques for becoming an active and effective listener.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Learning Objectives
Analyze the audience, organize the content, and plan visual aids for a good oral presentation.
Implement techniques for delivering a successful oral report.
Plan and participate in productive and efficient business meetings.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Nonverbal Communication
Nonverbal Communication includes all unwritten and unspoken messages.
Your eyes, face, and body send silent messages Make eye contact Control your facial expression Practise natural posture and gestures Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Nonverbal Communication
Three external elements send silent messages: Time (punctuality and structure of) Space (arrangement of objects in it) Territory (privacy zones) Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Nonverbal Communication
Appearance sends silent messages Business document physical appearance Personal appearance of an individual Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Your Nonverbal Skills
Establish and maintain eye contact.
Use posture to show interest.
Improve your decoding skills.
Probe for more information.
Avoid assigning nonverbal meanings out of context.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Improving Your Nonverbal Skills
Associate with people from diverse cultures.
Appreciate the power of appearance.
Observe yourself on videotape.
Enlist friends and family.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Listening Barriers
Physical Psychological Language problems Nonverbal distractions Thought speed Faking attention Grandstanding Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Becoming an Active Listener
Stop talking.
Control your surroundings.
Establish a receptive mind-set.
Keep an open mind.
Listen for main points.
Capitalize on lag time.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Becoming an Active Listener
Listen between the lines.
Judge ideas, not appearances.
Hold your fire.
Take selective notes.
Provide feedback.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Preparing an Oral Report
1. Analyze the audience.
2. Organize the content.
3. Prepare visual aids.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Analyzing the Audience
How will this topic appeal to this audience?
What do I want the audience to believe?
What action do I want the audience to take?
What aspects of the topic will be most interesting to the audience?
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Analyzing the Audience
Which of the following will be most effective in making my point: Statistics?
Graphic illustrations?
Demonstrations?
Case histories?
Analogies?
Cost Figures?
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Organizing the Content
Introduction
a. Gain attention and involvement of audience.
b. Establish credibility as a speaker.
c. Preview main points.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Organizing the Content
Body
a. Main point Use data to illustrate, clarify, and contrast. b. Main point Use data to illustrate, clarify, and contrast.
c. Main point Use data to illustrate, clarify, and contrast.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Organizing the Content
Conclusion
a. Summarize main points.
b. Provide final focus.
c. Encourage questions.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Preparing Visual Aids
Visual aids include: Transparencies Flip charts Computer visuals Handouts Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Delivering the Oral Report
Delivery Methods
Memorized delivery Reading delivery Extemporaneous delivery Impromptu delivery Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Tips for Delivering Oral Reports
Before You Speak
Prepare thoroughly.
Rehearse repeatedly.
Time yourself.
Request a lectern.
Check the room.
Practise stress reduction.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Tips for Delivering Oral Reports
During Your Presentation
Begin with a pause.
Present your first sentence from memory.
Maintain eye contact.
Control your voice and vocabulary.
Put the brakes on.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Tips for Delivering Oral Reports
During Your Presentation
Move naturally.
Use visuals aids effectively.
Avoid digressions.
Summarize your main points.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Tips for Delivering Oral Reports
After Your Presentation
Distribute handouts.
Encourage questions.
Repeat questions.
Answer questions directly.
Keep control.
End gracefully.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Common Speech Blunders
Not repeating main points enough.
Not answering “What’s in it for me?” Not stressing your main point.
Neglecting to practise and time your delivery aloud.
Not checking visual aids for readability.
Answering hypothetical questions.
Allowing distractions before speaking.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Developing Successful Meetings and Conferences
Sales Meeting
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Planning Meetings
Consider whether a meeting is really necessary.
Decide on goal or objective.
Prepare and send agenda.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Conducting Meetings
Start on time.
Begin with 3- to 5-minute introduction that includes: The goal and length of the meeting.
Background of the problem.
Possible solutions and constraints.
Tentative agenda.
Procedures to be followed.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Conducting Meetings
Assign a note taker.
Keep discussion on target.
Summarize discussion.
Ask for consensus.
End on time.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Participating in Meetings
Come prepared.
Arrive on time.
Help keep discussion on target.
Participate actively.
End on time.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning