question
Ziyi Wu
ch02.pptMastering Communication Skills
- John Wiley & Sons
- Text by
Marty Brounstein, Arthur H. Bell & Dayle M. Smith,
with Connie Isbell
- PowerPoints by
Gates Stoner
Pima Community College
Copyright by John Wiley and Sons, 2006
Objectives
- 4 approaches to speaking
- Verbal vs. nonverbal communication
- 3 stages of the listening process
- 4 approaches to listening
Copyright by John Wiley and Sons, 2006
Assertiveness
Assertive
Nonassertive
- Positive and confident
- Direct and constructive
- Encourages others
- Listens actively
- Shows sincerity
Copyright by John Wiley and Sons, 2006
Assertiveness
Assertive
Nonassertive
- Passive
- Soft-spoken
- Withdrawn
- Uses hedging language
Copyright by John Wiley and Sons, 2006
Aggressiveness
Aggressive
Passive
Aggressive
- Subtle and indirect
- Nonverbals conflict with verbal message
- Sarcastic remarks
- Quick to pass judgment
Copyright by John Wiley and Sons, 2006
Aggressiveness
Aggressive
Passive
Aggressive
- Dominating
- Intimidating body language
- Harsh language
- Ordering/demanding tone
Copyright by John Wiley and Sons, 2006
Aggressive vs. Assertive
Copyright by John Wiley and Sons, 2006
|
Aggressive |
Assertive |
|
Blunt |
Direct |
|
Harsh tone in conflicts |
Firm tone in conflicts |
|
Blames & browbeats in conflicts |
Collaborates in conflicts |
|
Pushes own way |
Speaks up, yet hears others |
|
One-way conversation flow |
Two-way conversation flow |
Assertive Speaking Principles
- Collaborate
- Be flexible
- Have self-control
- Always show respect
- Fix problems, not blame
Copyright by John Wiley and Sons, 2006
Nonverbal Communication Skills
- Eye Contact
- Body Language
- Vocal projection
- Pacing
- Articulation
- Enunciation
Copyright by John Wiley and Sons, 2006
Pitfalls to Avoid
- Glazing over audience
- Staring or glaring
- Poor posture
- Crossing arms
- Mumbling
- Monotone
- Speaking too fast/slow
- Filler words
Copyright by John Wiley and Sons, 2006
Listening
Passive listening
Selective listening
Attentive listening
Active listening
- Present nonverbally
- Seldom communicates verbally
Copyright by John Wiley and Sons, 2006
Listening
Passive listening
Selective listening
Attentive listening
Active listening
- Listener only attunes to messages he/she wants to hear
- Filters out the rest
Copyright by John Wiley and Sons, 2006
Listening
Passive listening
Selective listening
Attentive listening
Active listening
- Listener is engaged & nonjudgmental
- Focused on facts, not emotions
Copyright by John Wiley and Sons, 2006
Listening
Passive listening
Selective listening
Attentive listening
Active listening
- Listener captures both facts and feelings of the message
- Focuses on speaker
- Also called “reflective listening” or “responsive listening”
Copyright by John Wiley and Sons, 2006
Copyright Notice
© 2006 John Wiley & Sons, Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permissions Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein.
All clipart and photos courtesy of Microsoft.com
Copyright by John Wiley and Sons, 2006
Aggressive
Assertive
Blunt
Direct
Harsh tone in conflicts
Firm tone in conflicts
Blames & browbeats in conflicts
Collaborates in conflicts
Pushes own way
Speaks up, yet hears others
One-way conversation flow
Two-way conversation flow
