Session 3: WORKPLACE LISTENING AND NONVERBAL COMMUNICATION

1. Session 3:WORKPLACE LISTENING AND NONVERBAL COMMUNICATION AGUNG PRAPTAPA UNSOED Thursday, 17 March 2011

2. Ask the Audience • Please observe carefully, how you communicate? • Talking = ............. % • Listening = ............. % • Writting = ............. % • Reading = ............. % ---------------------- Total = 100 %

3. HOW PEOPLE COMMUNICATE ? READING 16% TALKING 35% WRITING 9% LISTENING 40% Dr. Ralph Nichols McGraw Hill, 1957

4. The Important of Listening in the Workplace • A large part of the communication process involves listening. • Good listening advance more rapidly in their careers, and listening skills are increasingly important in our economy’s emphasis on customers service. • Workers spend 30 to 45 percent of their communication time listening, while executives spend 60 to 70 percent.

5. Poor Listening Habits • Most of us listen at only 25 percent efficiency. • We are inefficient listeners due to: • Lack of training • Competing sounds • Slowness of speech • Daydreaming

6. Type of Workplace Listening • Listening to superiors • Listening to employees • Listening to customers

7. Four Stages of Listening • perception of sounds: • Is it for me? • Should I start listening? • interpretation of those sounds: • Decoding • What does it mean? • evaluation of meaning: • Analyze its merit and draw conclussion • We should: • Consider all information • Be aware of your own biases • Avoid jumping to hasty conclusion • Action: • Storing a message in memory • Reacting • Supplying feedback

8. Mental barriers to listening • Inattention • Prejudgments • Differing frame of reference • Closed-mindedness • Pseudo listening

9. Pseudolistening • Occurs when listeners “fake” it • They look as if they are listening, but there minds are somewhere else

10. Physical and other barriers • hearing impairment • noisy surroundings • speaker’s appearance • speaker’s mannerism • lag time.

11. Techniques for improving workplace listening • controlling external and internal distractions, • becoming actively involved, • separating facts from opinions, • identifying important facts, • refraining from interrupting, • asking clarifying questions, • paraphrasing, • taking advantage of lag time, • taking notes to ensure retention, • being aware of gender difference.

12. Checklist for improving listening • Stop talking • Work hard at listening • Block out competing thoughts • Control the listening environment • Maintain an open mind • Paraphrase the speaker’s ideas • Listen between the lines • Distinguish between facts and opinions • Capitalized on lag time • Use memory devices • Take selective notes

13. Nonverbal Communication • Nonverbal communication includes all unwritten and unspokenmessages, both intentional and unintentional. • Its primary functions are to complement and illustrate, to reinforce and accentuate, to replace and substitute, to control and regulate, and to contradict. • When verbal and nonverbal message contradict each other, listeners tend to believe the nonverbal message.

14. The forms of nonverbal communication • eye contact • facial expressions • posture and gestures, as well as • the use of time, • space and territory. • Appearance of business document and of people also sends silent messages.

15. How to use Nonverbal Communication Positively in the Workplace? • Eye contact should be direct but not prolonged; • facial expression should express warmth with frequent smiles. • Posture should convey self-confidence, and gestures should suggest accessibility. • Being on time and maintaining neat, functional work areas send positive nonverbal messages. • Use closeness to show warmth and reduce status differences. • Strive for neat, professional, well-organized business messages, and be well groomed, neat, and appropriately dressed

16. Techniques for improving nonverbal communication skills in the workplace. • establish and maintain eye contact • use posture to show interest • reduce or eliminate physical barriers • improve your decoding skills, probe for more information • avoid assigning nonverbal meanings out of context • associate with people from diverse cultures • appreciate the power of appearance • observe yourself on videotape, and enlist friends and family to monitor your conscious and unconscious body movements and gestures.

17. The Role of Listening in Stephen Covey's The Seven Habits of Highly Effective People Covey’s Recommendation Stephen Covey's seven habits are: taking the time to listen to yourself (habits 1-3) in order to identify your own core values and goals listening to others (habits 4-6) in order to become aware of the values and goals of others. Third, (habit 7) Covey recommends regularly seeking to improve and reinforce yourself in ways that are important to you. be proactive; begin with the end in mind; put first things first; think win/win; seek first to understand, then to be understood; synergize; sharpen the saw.

18. Covey’s Principles of Empathic Listening • Empathic Listening is essential to effective communication. • Habit 5 “seek first to understand, then to be understood” • not merely going through the mechanical responses that might be required for ordinary listening, but opening oneself to the talker to the point where one can actually feel what they are feeling. • Sensing, intuition: becoming, in small part, the person you are listening to • The experience Covey describes, standing for a moment in another's shoes and seeing the world through their eyes, is something everyone is capable of, but most of us rarely (if ever) deliberately do.

19. Assignment 3: Listening Habits of Students • Please observe & list at least 3 good listening habits and 3 bad listening habits of students • Collected as comment in: • www.agung-praptapa.blog.unsoed.ac.id • Should be collected one day before class of next week

20. Thank you • Agung Praptapa, the one who ALWAYS DO THE BEST • Email: praptapa@yahoo.com • Web: www.praptapa.com • Blog: www.agung-praptapa.blog.unsoed.ac.id • Email to collect your work: elearningmrap@gmail.com • Elearning webblog for business communication class: www.apbuscom.blogspot.com and www.agung-praptapa.blog.unsoed.ac.id • TIPs for you today: • “Try to always do your work as early as possible since you’re important person. You have many things to do, so don’t postponned! Time is money for you. Try it! Do it! And later you will see, that you are really an important person, successful, and reach! It’s guarented! Try it! Do it!”