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C H A P T E R . Nonverbal, Listening And Speaking Skills. 2. Learning Objectives. Recognize how the eyes, face, body and appearance can send nonverbal messages. Identify barriers to effective listening.
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C H A P T E R Nonverbal, Listening And Speaking Skills 2
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.
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.
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
Improving Nonverbal Communication Three external elements send silent messages: • Time (punctuality and structure of) • Space (arrangement of objects in it) • Territory (privacy zones)
Improving Nonverbal Communication Appearance sends silent messages • Business document physical appearance • Personal appearance of an individual
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.
Improving Your Nonverbal Skills • Associate with people from diverse cultures. • Appreciate the power of appearance. • Observe yourself on videotape. • Enlist friends and family.
Listening Barriers • Physical • Psychological • Language problems • Nonverbal distractions • Thought speed • Faking attention • Grandstanding
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.
Becoming an Active Listener • Listen between the lines. • Judge ideas, not appearances. • Hold your fire. • Take selective notes. • Provide feedback.
Preparing an Oral Report 1. Analyze the audience. 2. Organize the content. 3. Prepare visual aids.
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?
Analyzing the Audience • Which of the following will be most effective in making my point: • Statistics? • Graphic illustrations? • Demonstrations? • Case histories? • Analogies? • Cost Figures?
Organizing the Content Introduction a. Gain attention and involvement of audience. b. Establish credibility as a speaker. c. Preview main points.
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.
Organizing the Content Conclusion a. Summarize main points. b. Provide final focus. c. Encourage questions.
Preparing Visual Aids Visual aids include: • Transparencies • Flip charts • Computer visuals • Handouts
Delivering the Oral Report Delivery Methods • Memorized delivery • Reading delivery • Extemporaneous delivery • Impromptu delivery
Tips for Delivering Oral Reports Before You Speak • Prepare thoroughly. • Rehearse repeatedly. • Time yourself. • Request a lectern. • Check the room. • Practise stress reduction.
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.
Tips for Delivering Oral Reports During Your Presentation • Move naturally. • Use visuals aids effectively. • Avoid digressions. • Summarize your main points.
Tips for Delivering Oral Reports After Your Presentation • Distribute handouts. • Encourage questions. • Repeat questions. • Answer questions directly. • Keep control. • End gracefully.
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.
Developing Successful Meetings and Conferences Sales Meeting
Planning Meetings • Consider whether a meeting is really necessary. • Decide on goal or objective. • Prepare and send agenda.
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.
Conducting Meetings • Assign a note taker. • Keep discussion on target. • Summarize discussion. • Ask for consensus. • End on time.
Participating in Meetings • Come prepared. • Arrive on time. • Help keep discussion on target. • Participate actively. • End on time.