This is related with business communication.. I hope it will help! ^_^

1. F
R
I
E
N
D

2. GROUP 9
LISTENING AND NONVERBAL
MESSAGES
W.NORASYIKIN BINTI W.ROSLAN
D20071029586
MUNIRAH BINTI ABD RAHMAN
D20071029595
NUR MAIZATUL AKMA BINTI ABDUL
MANAP D20071029596
NORIZAN BTE HASSAN
D20071029606

3. LISTENING
Effective listening is a learned
skill.
Have different reasons :
a) to gain informations
b) to receive instructions
c) to hear complaints
d) to enjoy entertainment
e) etc.

4. 4. IN A LARGE
GROUP
1. NATURALLY
LISTENING CAN
OCCUR
3. IN A SMALL
GROUP
2. IN ONE-ON-ONE
TELEPHONE / FACE-TOFACE

5. HEARING VS LISTENING
Hearing is different from listening.
PHYSIOLOGICAL
PROCESS
MENTAL
ONE

6. 1. HEARING
5. REMEMBERING
4. RESPONDING
LISTENING
PROCESS
2. FILTERING
3. INTERPRETING

7. HEARING
Passive activity
FILTERING
Eliminates unwanted stimuli,wether they
are external or internal

8. INTERPRETING
The message is interpreted by assigning
meaning to the stimuli.
RESPONDING
Responding provides feedback to the
sender of the message.

9. INTERPRETING
Proper association improves
recall ability

10. GUIDELINES FOR EFFECTIVES
LISTENING
Concentrate 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.

11. CONCENTRATE ON THE
MESSAGE
Concentrate 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.

12. DETERMINE THE PURPOSE OF
THE MESSAGE
The three modes of listening are:a) cautious listening
b) skimming
c) scanning

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

14. KEEP AN OPEN MIND
Respect the speaker’s viewpoint by not
allowing your own biases to block what is
being said.
Don’t listen just for statements that
back up your opinions and support your
beliefs.

15. PROVIDE FEEDBACK
It 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.

16. MINIMIZE NOTE TAKING
Taking notes may interfere with the
listening process.
Record key words and ideas in an
outline.

17. ANALYZE THE TOTAL
MESSAGE
Use both visual and verbal observation
to analyze the message.
People don’t always say what they mean,
but body language and tone of voice are
usually accurate indicators of the intent
of the message.

18. DO NOT TALK OR INTTERUPT
Talking 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.

19. BARRIERS TO LISTENING
PHYSICAL DISTRACTIONS
MENTAL DISTRACTIONS
HEALTH CONCERN
NONVERBAL
DISTRACTIONS
INAPPROPRIATE TIMING
INEFFECTIVE SPEECH
CHARACTERISTICS

20. 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

21. MENTAL DISTRACTIONS
May 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.

22. HEALTH CONCERNS
Good 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.

23. NONVERBAL DISTRACTIONS
Avoid 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.

24. INAPPROPRIATE TIMING
A 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.

25. INEFFECTIVE SPEECH
CHARACTERISTICS
A 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.

26. ADVANTAGES OF EFFECTIVE
LISTENING
Effective listening helps build relationships,
solve problems, ensure understanding,
resolve conflicts and improve accuracy.

27. 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.

28. THE IMPORTANT CHARACTERISTICS OF
NONVERBAL COMMUNICATION
This 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.

29. TYPES OF NONVERBAL
COMMUNICATION
Physical appearance
Body language
Space
Time

30. PHYSICAL APPEARANCE
Physical appearance will influence first
impressions.
Physical appearance also influences a receiver’s
perceptions of a speaker’s 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.

31. BODY LANGUAGE
An 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.

32. 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.

33. TIME
Communicators 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.