AGUNG PRAPTAPA

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Session 3WORKPLACE LISTENING AND NONVERBAL
COMMUNICATION

• AGUNG PRAPTAPA
• UNSOED
• Thursday, 17 March 2011

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Ask the Audience

• Please observe carefully, how you communicate?
• Talking .............
• Listening .............
• Writting .............
• Reading .............
• ----------------------
• Total 100

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HOW PEOPLE COMMUNICATE ?
READING 16
TALKING 35
WRITING 9
LISTENING 40
Dr. Ralph Nichols McGraw Hill, 1957
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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 economys emphasis on customers
  service.
• Workers spend 30 to 45 percent of their
  communication time listening, while executives
  spend 60 to 70 percent.

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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

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Type of Workplace Listening

• Listening to superiors
• Listening to employees
• Listening to customers

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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

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Mental barriers to listening

• Inattention
• Prejudgments
• Differing frame of reference
• Closed-mindedness
• Pseudo listening

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Pseudolistening

• Occurs when listeners fake it
• They look as if they are listening, but there
  minds are somewhere else

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Physical and other barriers

• hearing impairment
• noisy surroundings
• speakers appearance
• speakers mannerism
• lag time.

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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.

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Checklist for improving listening

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

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Nonverbal Communication

• Nonverbal communication includes all unwritten
  and unspoken messages, 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.

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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.

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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

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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.

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The Role of Listening in Stephen Covey's The
Seven Habits of Highly Effective People

• Coveys 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.

1. be proactive
2. begin with the end in mind
3. put first things first
4. think win/win
5. seek first to understand, then to be understood
6. synergize
7. sharpen the saw.

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Coveys 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.

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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

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Thank you

• Agung Praptapa, the one who ALWAYS DO THE BEST
• Email praptapa_at_yahoo.com
• Web www.praptapa.com
• Blog www.agung-praptapa.blog.unsoed.ac.id
• Email to collect your work elearningmrap_at_gmail.co
  m
• 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 youre important person. You have many
  things to do, so dont 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! Its guarented! Try it! Do
  it!