1. Chapter 14 Listening and Nonverbal Messages Business Communication Krizan, Merrier, Logan, & Williams

2. Learning Objective 1 Distinguish between hearing and listening. Business Communication Krizan, Merrier, Logan, & Williams

3. Hearing and Listening • Hearing is a physiological process and a passive activity. • Listening is a mental process and involves understanding and retaining the message. Business Communication Krizan, Merrier, Logan, & Williams

4. Learning Objective 2 Describe the five elements of the listening process. Business Communication Krizan, Merrier, Logan, & Williams

5. Elements of the Listening Process • Hearing • Filtering • Interpreting • Responding • Remembering Business Communication Krizan, Merrier, Logan, & Williams

6. Learning Objective 3 List the guidelines for effective listening. Business Communication Krizan, Merrier, Logan, & Williams

7. Guidelines for Effective 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. Business Communication Krizan, Merrier, Logan, & Williams

8. Learning Objective 4 Describe barriers to effective listening. Business Communication Krizan, Merrier, Logan, & Williams

9. Barriers to Effective Listening • Physical distractions • Mental distractions • Health concerns • Nonverbal distractions • Inappropriate timing • Ineffective speech characteristics Business Communication Krizan, Merrier, Logan, & Williams

10. Learning Objective 5 Describe the advantages of effective listening. Business Communication Krizan, Merrier, Logan, & Williams

11. Advantages of Effective Listening • Builds relationships • Solves problems • Ensures understanding • Resolves conflicts • Improves accuracy Business Communication Krizan, Merrier, Logan, & Williams

12. Learning Objective 6 Explain the importance of nonverbal messages. Business Communication Krizan, Merrier, Logan, & Williams

13. Importance of Nonverbal Messages • The sender may be unaware a nonverbal message is being sent. • Nonverbal messages are usually unplanned. • The receiver may form a frozen evaluation of the sender based on the nonverbal message. • Nonverbal communication is always present. Business Communication Krizan, Merrier, Logan, & Williams

14. Learning Objective 7 Identify different types of nonverbal messages and discuss their impact on the communication process. Business Communication Krizan, Merrier, Logan, & Williams

15. Nonverbal Communication Considerations • Physical appearance • Written message or the sender • Body language • Space • Size of an area, proximity to another, and obstacles • Time • Amount of time spent and punctuality Business Communication Krizan, Merrier, Logan, & Williams