10 Key Points To Improve Workplace Listening and Non-Verbal Communication

  • 1. Respect the speaker while they are expressing their point
  • 2. Be involved with the speaker, but do not interrupt
  • 3. Minimize all possible internal/external distractions
  • 4. Differentiate and identify facts and beliefs
  • 5. Clarify with questions and paraphrasing
  • 6. Take notes to help retain information presented
  • 7. Read body language and facial expressions in context
  • 8. Ensure you are well groomed, neat and appropriately dressed
  • 9. Be punctual to all meetings and appointments
  • 10. Be aware of cultural differences and customs

Sunday, November 30, 2008

10 Key Points to Improve Workplace Listening

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Tuesday, November 25, 2008

Summary

Workplace listening and nonverbal communication, which is all unwritten and unspoken messages that are expressed through eye contact, facial expression, body language and such, are two important aspects of the world of business communication. Possessing the resources and knowledge of these topics gives anyone the upper hand as far as how they are portrayed and communicate with their surroundings, and how they are able to properly master the art of listening.
Listening is not only an automatic response to noise, but is a critical employee and management skill that leads to career success, organization effectiveness and worker satisfaction. It is most important because of the amount of time one spends doing it: “Most workers spend 30 to 45 percent of their communication time listening, while executives spend 60 to 70 percent of their communication time listening.”
[1][1] Avoiding poor listening habits, deciphering the various types of workplace listening, knowing about the listening process and its barriers, and mastering the ten keys to building powerful listening skills, are all the tools one needs to be a complete and effective listener in the professional world.Nonverbal communication is defined as all unwritten and unspoken messages, both intentional and unintentional: eye contact, facial expression, body movements, appearance, etc. Awareness about this topic is extremely important because it is said that up to 92% of communication between two individuals is nonverbal. Therefore, understanding the functions and various forms of nonverbal communication, and studying the techniques for improving nonverbal communication skills in the workplace, are all necessary in order to become an effective communicator.
[1][1]Guffey, Rhodes and Rogin. (2007) Business Communication: Process and Product Brief Canadian Edition. Thomson-Nelson.

Overview of Workplace Listening

Active listening is necessary in the workplace to ensure ideas, responsibilities and tasks are communicated properly. The following website provides a good foundation definition of this topic

Courtesy of Wikipedia
http://en.wikipedia.org/wiki/Active_listening


Mindtools provides an incredible roster of information to further different career related skills. In particular this link gives a outline on how to be an active listener:
http://www.mindtools.com/CommSkll/ActiveListening.htm


Quick and easy read to better listening for a better workplace
http://edwardlowe.org/pages/ssercprint.page.lasso?storyid=0162


Dr John A. Kline's "Listening Effectively" outlines the listening process and types of listening :
Listening Process:
http://www.au.af.mil/au/awc/awcgate/kline-listen/b10ch3.htm
Types of Listening:
http://www.au.af.mil/au/awc/awcgate/kline-listen/b10ch4.htm

Overview of Non-Verbal Communication

Non-verbal communication plays a huge role in the workplace. The following websites offer well rounded definitions of this subject

Courtesy of Wikipedia:
http://en.wikipedia.org/wiki/Non-verbal_communication

Matthew Cicalese from Richard Stockton College of New Jersey:
http://loki.stockton.edu/~crossp/nonverbalcomm.htm

Concordia University Students: John Molson School of Business
(Possibility of a link exchange in progress)
http://jmsb.concordia.ca/~y_j/default.html

A Few Good Books

Prefer hardcopy information? Here are a few of our top choices for literature pertaining to workplace listening and non-verbal communication.
(All available for purchase through Amazon.ca!)

Communicating at Work: Creating Messages That Get Results By: Ronald S. Blicq
http://www.amazon.ca/Communicating-Work-Creating-Messages-Results/dp/0131246488/ref=sr_1_1?ie=UTF8&s=books&qid=1224251641&sr=8-1

The Non-Verbal Advantage: Secrets and Science of Body Language at Work By: Carol Kinsey Goman
http://www.amazon.ca/Nonverbal-Advantage-Secrets-Science-Language/dp/1576754928/ref=sr_1_1?ie=UTF8&s=books&qid=1227507772&sr=1-1

Active Listening: Improve Your Ability to Listen and Lead By: Center for creative leadership and Michael H. Hoppe
http://www.amazon.ca/Active-Listening-Improve-Ability-Listen/dp/1882197941/ref=sr_1_1?ie=UTF8&s=books&qid=1227507905&sr=1-1

Listen for Success By: Arthur K. Roberston
http://www.amazon.ca/Listen-Success-Guide-Effective-Listening/dp/1556238304/ref=sr_1_5?ie=UTF8&s=books&qid=1228079787&sr=8-5

The Definitive Book of Body Language By: Allan and Barbara Pease
http://www.amazon.ca/Definitive-Book-Body-Language/dp/0553804723/ref=sr_1_1?ie=UTF8&s=books&qid=1228079905&sr=1-1

Slideshow (Microsoft PowerPoint Presentation)

Here is a useful Powerpoint presentation addressing the main topics of our website in a easy to follow format (6x6)

Feel free to download the presentation or the PDF version of the printable slides.

Power Point Presentation
View SlideShare presentation or Upload your own.

Click below to download the PDF printable version of this presentation (5 pages, 13 slides)
DOWNLOAD FILE
Click below to download the Microsoft Powerpoint version of this presentation (13 slides)
DOWNLOAD FILE

Teaching Tools

The following are useful tools to learn on your own or to teach others!

Sometimes ineffective communication results in conflict! Here is a PDF version of a presentation dedicated specifically to conflict resolution for you to download and print! (38 pages, 3 slides each)
http://www.unt.edu/aeco/drenfro/workplaceadr/workplace.sp06.pdf

Authorstream provides a countless number of online presentations. If you find something you like simply post your email address and it will be emailed to you! Here is a helpful one on Nonverbal communication (22 slides):
http://www.authorstream.com/Presentation/Bruno-65420-Chapter-05-Nonverbal-Characteristics-Communication-Functions-Express-Emotion-no-Sports-ppt-powerpoint/

Here is a useful presentation addressing the topic of listening (10 slides):
http://www.linc.uiuc.edu/fa04/disc03.ppt.

The terminology used in communication studies is extensive! The following presentation (available in PDF format for easy printing) covers a wide range of communication terminology (8 pages, 3 slides each):
http://www.gavilan.edu/library/nursing/ah180/documents/module3.pdf


This document provided by Foreign Affairs Canada and International Trade Canada is a great handbook on active listening and communicating well. It also includes a quiz to help assess your knowledge and growth on the subject. (PDF file 17 pages)
http://www.dfait-maeci.gc.ca/ypi-jpi/pdf/Active_Listening-en.pdf

Videos

“How to interpret body language” presented by HOWCAST (total time: 2:32)
http://www.howcast.com/videos/10608-How-To-Interpret-Body-Language

“How to listen to music with your whole body” (total time: 32:08)
http://www.ted.com/index.php/talks/evelyn_glennie_shows_how_to_listen.html


"How to listen effectively in the workplace" (total time 1:31)
http://video.aol.com/video-detail/workplace-etiquette-and-advice-how-to-listen-effectively-the-work-place/4285429147/?icid=VIDURVHOV09

Other Useful Resources

The following blog by Theresa Zagnoli is not only humorous but informative. She covers a range of topics related to different forms of communication that can be used in many aspects of your life. Take a look!
http://theresazagnoli.blogspot.com/

Discussion forums are extremely useful when you need as many responses as possible, for advice or even to spark a new thought or idea. The American Communication Association provides a range of forums dedicated to teaching communication, intercultural communication, and general topics.

http://www.americancomm.org/interactive/


The International Journal of Business and Management contains research on business topics such as marketing, finance and human resources to name a few. This journal is published by Canadian Center of Science and Education (CCSE) which is a non-profit organization that supports educational development.
http://ccsenet.org/ijbm/index.html

AllBusiness.com free newsletters! The key word is FREE. Allbusiness.com offers over a dozen free newsletters. In our opinion, the "Business Solutions" newsletter is the most informative with respect to resolving workplace issues.

Click here to view a sample newsletter:
http://www.allbusiness.com/3472157-1.html
Click here to subscribe:
http://www.allbusiness.com/2984939-1.html

Zenome.com is an online directory of communities which essentially acts as a information portal through countless subcategories. Individuals are free to index their favorite websites to relevant categories. To see where this website is indexed, click here.
Or copy and paste the following into your web browser:
http://www.zenome.com/directory/index.php?parentID=007.063.003&desc=03-

Virtual Mia, conversation tool can be used to practice listening. (Also found in the right side panel of this site)
http://www.miamedia.com/mia.html

Bibliography

" 03- - Zenome Community." Zenome - The Directory of Communities. 30 Nov. 2008 http://www.zenome.com/directory/index.php?parentID=007.063.003&desc=03-.


"Active Listening - Improve Listening Skills with Mind Tools." Mind Tools - Online Management Training, Leadership Training and Career Training - Right Here, Right Now.. 30 Nov. 2008 http://www.mindtools.com/CommSkll/ActiveListening.htm.


"Active listening - Wikipedia, the free encyclopedia." Wikipedia, the free encyclopedia. 30 Nov. 2008 http://en.wikipedia.org/wiki/Active_listening.


Al-Muhaidibai, Abdullah, Marie-Claude Blanchet, Hyunjoo Cho, Ying Jiang, and Haizhi Luo. "Listening In The Workplace and Non-Verbal Communication." John Molson School of Business Groupware System - FirstClass. 30 Nov. 2008 http://jmsb.concordia.ca/~y_j/default.html.


"Amazon.ca: Active Listening: Improve Your Ability to Listen and Lead: Center for Creative Leadership, Michael H. Hoppe: Books." Amazon.ca: Online shopping for Canadians - books, electronics, music, DVDs, software, video games & more. 30 Nov. 2008 http://www.amazon.ca/Active-Listening-Improve-Ability-Listen/dp/1882197941/ref=sr_1_1?ie=UTF8&s=books&qid=1227507905&sr=1-1.


"Amazon.ca: Communicating at Work: Creating Messages that Get Results: Ronald S. Blicq: Books." Amazon.ca: Online shopping for Canadians - books, electronics, music, DVDs, software, video games & more. 30 Nov. 2008 http://www.amazon.ca/Communicating-Work-Creating-Messages-Results/dp/0131246488/ref=sr_1_1?ie=UTF8&s=books&qid=1224251641&sr=8-1.


"Amazon.ca: Listen For Success: A Guide to Effective Listening: Arthur Robertson: Books." Amazon.ca: Online shopping for Canadians - books, electronics, music, DVDs, software, video games & more. 30 Nov. 2008 http://www.amazon.ca/Listen-Success-Guide-Effective-Listening/dp/1556238304/ref=sr_1_5?ie=UTF8&s=books&qid=1228079787&sr=8-5.


"Amazon.ca: The Definitive Book of Body Language: Barbara Pease, Allan Pease: Books." Amazon.ca: Online shopping for Canadians - books, electronics, music, DVDs, software, video games & more. 30 Nov. 2008 http://www.amazon.ca/Definitive-Book-Body-Language/dp/0553804723/ref=sr_1_1?ie=UTF8&s=books&qid=1228079905&sr=1-1.


"Amazon.ca: The Nonverbal Advantage: Secrets and Science of Body Language at Work: Carol Kinsey Goman: Books." Amazon.ca: Online shopping for Canadians - books, electronics, music, DVDs, software, video games & more. 30 Nov. 2008 http://www.amazon.ca/Nonverbal-Advantage-Secrets-Science-Language/dp/1576754928/ref=sr_1_1?ie=UTF8&s=books&qid=1227507772&sr=1-1.


"American Communication Association Interactive - Powered by vBulletin." American Communication Association - Welcome to ACA Online. 30 Nov. 2008 http://www.americancomm.org/interactive/.

"Business Solutions | Business solutions from AllBusiness.com." Business Resources, Advice and Forms for Large and Small Businesses. 30 Nov. 2008 http://www.allbusiness.com/3472157-1.htmll.


"Chapter 05 Nonverbal Characteristics ppt Presentation." authorSTREAM Online PowerPoint Presentations and Slideshow Sharing. 30 Nov. 2008 http://www.authorstream.com/Presentation/Bruno-65420-Chapter-05-Nonverbal-Characteristics-Communication-Functions-Express-Emotion-no-Sports-ppt-powerpoint/.


"Chat with Mia, the virtual woman." MiaMedia Studios - Virtual Worlds and 3D Media. 30 Nov. 2008 http://www.miamedia.com/mia.html.


Cicalese, Matthew. "Non-Verbal Communication." The Richard Stockton College of New Jersey. 30 Nov. 2008 http://loki.stockton.edu/~crossp/nonverbalcomm.htm.


Glennie, Evelyn. "Evelyne Glennie: How to Listen to Music With Your Whole Body." TED Ideas Worth Spreading. 30 Nov. 2008 www.ted.com/index.php/talks/evelyn_glennie_shows_how_to_listen.html.


Guffey, Mary-Ellen, Kathleen Rhodes, and Patricia Rogin. Business Communication: Process and Product. Toronto: Thomson-Nelson, 2007.


Joe, Robert. "CCSE-Canadian Center of Science and Education." CCSE-Canadian Center of Science and Education. 30 Nov. 2008 http://ccsenet.org/ijbm/index.html.


Kline, Dr John A . "Listening Effectively - Types of Listening." Maxwell-Gunter Air Force Base: Home Page. 30 Nov. 2008 http://www.au.af.mil/au/awc/awcgate/kline-listen/b10ch4.htm.


Kline, Dr. John A. "Listening Effectively - The Process of Listening." Maxwell-Gunter Air Force Base: Home Page. 30 Nov. 2008 http://www.au.af.mil/au/awc/awcgate/kline-listen/b10ch3.htm.


"Listening." Listening. 30 Nov. 2008 www.linc.uiuc.edu/fa04/disc03.ppt.


"Module 3." Communication. 30 Nov. 2008 www.gavilan.edu/library/nursing/ah180/documents/module3.pdf.


"Nonverbal communication - Wikipedia, the free encyclopedia." Wikipedia, the free encyclopedia. 30 Nov. 2008 http://en.wikipedia.org/wiki/Non-verbal_communication.


"Registering for AllBusiness.com is free and easy. | Business solutions from AllBusiness.com." Business Resources, Advice and Forms for Large and Small Businesses. 30 Nov. 2008 http://www.allbusiness.com/2984939-1.html.


Renfro, Dave. "Workplace Dispute Resolution." Workplace Dispute Resolution. 30 Nov. 2008 www.unt.edu/aeco/drenfro/workplaceadr/workplace.sp06.pdf.


Sanchez, Micheal. "How To Interpret Body Language video and other Communication How-to Videos from Howcast." Howcast - Cool how-to videos and guides from cutting-edge filmmakers, savvy experts - and you!. 30 Nov. 2008 http://www.howcast.com/videos/10608-How-To-Interpret-Body-Language.


Sturgeon, Julie . "Better Listening for a Better Workplace." Edward Lowe Foundation. 30 Nov. 2008 http://edwardlowe.org/pages/ssercprint.page.lasso?storyid=0162.


" Unfiled - Zenome Community." Zenome - The Directory of Communities. 30 Nov. 2008 http://www.zenome.com/directory/index.php?parentID=007.063.003.999.


"Virtual Campus: Independent Learning Module on International Work Skill." Active Listening. 30 Nov. 2008 www.dfait-maeci.gc.ca/ypi-jpi/pdf/Active_Listening-en.pdf.


"Workplace Etiquette & Advice : How to Listen Effectively the Work Place - AOL Video." Video - AOL Video. 30 Nov. 2008 http://video.aol.com/video-detail/workplace-etiquette-and-advice-how-to-listen-effectively-the-work-place/4285429147/?icid=VIDURVHOV09.


Zagnoli, Theresa . "Visual, Verbal and Nonverbal Communication." Visual, Verbal and Nonverbal Communication. 30 Nov. 2008 http://theresazagnoli.blogspot.com/.


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