Hearing is a passive physical act that requires no effort Listening is the act of hearing while also retaining and comprehending the information.

Workplace Listening and Non-Verbal Communication

Hearing vs Listening

Hearing is a passive physical act that requires no effort

Listening is the act of hearing while also retaining and comprehending the information

You can hear but it doesn’t mean you’re listening!

When there is construction happening around you, do you hear the noise or listen to the noise?

Do you listen to music or do you hear the music?

What about when you’re studying?

Why Do You Need Good Listening Skills?

The ability to listen carefully will allow you to:

answer questions understand assignments work better in a team solve problems with customers, co-

workers, and bosses understand what other people are

saying (or not saying)

The Impact of Listening

When people don’t feel listened to, they will assume that:

You don’t care. You don’t like them. They aren’t valued. What they have to say isn’t

important.

Barriers in Listening

Physical Barriers• Distractions in the environment • Example?

Attitudinal Barriers • Distracted with work problems

• Believing that you are more knowledgeable than the speaker and that you have nothing new to learn from his ideas

Gender Barriers • Men and women listen differently

• Women like to listen for the emotions behind a speaker’s words.

• Men listen more for the facts and the content.

Cultural Barriers • Words pronounced differently because of culture.

Different accents also happen within a culture.

• Easterners and Westerners listen differently

• Easterners focus on listening. Silence is a sign of respect. Westerners focus more on speaking

How Do You Become A Better Listener?

Face the speaker Don’t interrupt Ask questions but wait for pauses Pay attention Give feedback Pay attention to what is

not said.

How Do You Become A Better Listener?

A good listener knows that paying attention to what the speaker doesn't say is as important as paying attention to what he does say.

Look for non-verbal cues such as facial expressions and posture.

For example:

Non-Verbal Communication

Body Language

Known as kinesics is an important aspect of modern

communications and relationships.

Nervous

Confident

Nervous

Confident

Body Language

Body language reveals two things: Your own body language reveals your

feelings and meanings to others.

Other people's body language reveals their feelings and meanings to you.

Body language is important when we meet someone for the first time.

Body language helps to create first impressions.

When we meet someone for the first time, body language largely determines our first impression of them.

This can happen whether you realize it or not

Body language involves…

how we position our bodies

our closeness to and the space between us and other people (proxemics), and how this changes

our facial expressions

Body language also involves...

how our eyes move and focus

how our bodies connect with other non-bodily things, for instance, pens, cigarettes, spectacles and clothing

our breathing, and other less noticeable physical effects, for example our heartbeat and perspiration

This is helpful especially when…

to determine if a person is paying attention

to see if a person is confident or insecure

to spot if someone is lying

Nervous Happy Bored Angry

Confident Insecure Irritated Lying

We read body language through…

Eyes  The way we stand Legs and feet Personal space

Eyes

Looking to their right or up and to their right Using their imagination –

watch out for exaggeration of the truth or for complete lies.

Looking down and to their right, or to their left, or up and to their left: Using their memory – they

are being honest and truthful.

Standing

When you stand, keep your back straight

This shows comfort with yourself and ease in the situation.

Slouching, sticking your belly out, stuffing your hands in your pockets, and folding your arms defensively all suggest unease

Legs

The jiggling of the feet is a sign that the person wants to get away from a situation.

Crossed legs show that your closed off or uncertain.

Never ask a person to make a decision if they have their legs or arms crossed.

If a person locks one foot around their calf or thigh they are showing signs of timidness.

If a person sits oddly in a chair they are showing you that they don’t see you as important and they are very dominate.

Personal Space

Every human has a territory.

Personal Space refers to the nearby area that is around a person.

It depends on how comfortable you are if a stranger is standing right next to you.

Personal Space

When people are forced into a smaller space, people do other things like: avoid eye contact keep silent

It is because of our personal space.

The more a person likes you, the closer he/she will stand next to you

Intimate Zone

About 15 to 45 cm

This is the most important zone as it is only reserved for close friends and family

This includes parents, children, family and very best friends

Strangers who enter will cause changes in our body as we will feel threatened. Perspiring Moving away

Personal Zone

 About 45 cm to 1.2 meters

This is the distance for social gatherings such as parties, friendly interactions

Social Zone

 About 1.2 to 3.5 meters This is for strangers we have just

met and acquaintances Usually, people in this zone have a

reason to speak to each other

Audience Zone

 Anything over 3.5 meters Used to for an audience or large

group of people Not a lot of eye contact

Why is Personal Space Important?

Being respectful of someone’s personal space is a social skill.

People who do not know how to use appropriate social skills may make things uncomfortable with the people they are talking to.

This may create barriers in communication.

It is important to remember that different cultures have different ideas about personal space.