MASTERING LISTENING &

NONVERBAL
COMMUMNICATION SKILLS &
COMMUNICATING IN TEAMS

BY : AMIT MEHTA
ADELIN BHAGORA
DIVYA RAVIYA

DATE : 18/02/2009 AT B.K MANAGEMENT SCHOOL

TOPICS COVERED

 LISTENING & ITS IMPORTANCE

 TYPES OF LISTENING

 PROCESS OF LISTENING
TOPICS COVERED

 BARRIERS TO LISTENING PROCESS

 ROLES OF NON VERBAL

COMMUNICATION

 RECOGNIZING NON VERBAL

COMMUNICATION
TOPICS COVERED
 TEAM TYPES

 ADVANTAGES OF TEAMS

 DISADVANTAGES OF TEAMS

 TEAM EVOLUTION
TOPICS COVERED

 PREPARING FOR MEETING

 STEPS FOR EFFECTIVE MEETING

 MEETING TECHNOLOGIES
IMPORTANCE OF
LISTENING SKILLS
 80 % TOP EXECUTIVES BELIVES IT
AS MOST IMPORTANT SKILL

 STRENGTHENS ORGANIZATIONAL
RELATIONSHIPS

 CREATES OPPORTUNITIES OF
INNOVATION
TYPES OF LISTENING
 CONTENT LISTENING

 UNDERSTAND & RETAIN SPEAKERS

MESSAGE

 EMPHASIS IS ON INFORMATION &

UNDERSTANDING
TYPES OF LISTENING
 CRITICAL LISTENING

 UNDERSTAND & EVALUATE THE

MEANING
 LOGIC OF ARGUMENT
 STREANTH OF EVIDENCE
 INTENTIONS & MOTIVES
 VALIDITY OF CONCLUSION
TYPES OF LISTENING
 EMPATHIC LISTENING

 UNDERSTAND FEELINGS,NEEDS, WANTS

 AVOID JUMPING WITH ADVICE UNTILL NOT

ASKED FOR.

 APPREACIATE HIS/HER FEELINGS &

UNDERSTAND THE SITUATION
TYPES OF LISTENING
 ACTIVE LISTENING

 AVOID OR TURN OFF ANY BIASES OR

FILTERS TO TRUALY HEAR &
UNDERSTAND THE SPEAKERS
MESSAGE

 ENCOURAGE SPEAKERS WITH

POSITIVE BODY LAUNGUAGE
LISTENING PROCESS
 RECEIVING
 PHYSICALLY HEARING THE MESSAGE
& ACKNOWLEDGING IT
LISTENING PROCESS
 DECODING

 ASSIGN MEANING TO SOUND

 ACCORDING TO BELIEFS, IDEAS,

EXPECTATIONS, ROLES, NEEDS &
EXPERIENCE.
LISTENING PROCESS
 REMEMBERING

 STORE THE INFORMATION FOR FUTURE USE

 SHORT TERM MEMORY ( TEMORARY

STORAGE)

 LONG TERM MEMORY ( PERMANENT

STORAGE)
LISTENING PROCESS
 EVALUATING

 CRITICAL THINKING ANALYSIS

 EVALUATE THE QUALITY OF EVIDENCE

 EVALUATE THE FACTS & FIGURES

 USING THE ADULT EGO STATE ANALYSIS

LISTENING PROCESS
 RESPONDING

 CAN BE VERBAL OR NON VERBAL

 GENERALLY INITIAL RESPONSE TAKES

IN FORM OF VERBAL FEEDBACK
BARRIERS IN EFFECTIVE
COMMUNICATION
 ACCOUSTIC, OTHER NOISE
POLLUTION
 NORMALLY UNCONTROLED
 TO BE COMPROMISED
BARRIERS IN EFFECTIVE
COMMUNICATION

 SELECTIVE LISTENING

 DEFENSIVE LISTENING

 LACK OF COMMON BACKGROUND

BARRIERS IN EFFECTIVE
COMMUNICATION

 MEMORY BARRIERS

 SHORT TERM MEMORY

 REPEATING INFO

BREAKING INTO SHORTER LIST
BARRIERS IN EFFECTIVE
COMMUNICATION

 MEMORY BARRIERS

 LONG TERM MEMORY

 ASSOCIATION
 CATEGORIZATION
 VISUALIZATION
 MNEMONICS
TIME-THOUGHT
ADVANTAGE
 We think so fast--750 words/min. versus
speeches given at 175 words/min. Our
minds wander.
Use the time advantage to
 1. Try to guess the speaker’s next

point.
 2. Identify the supporting evidence

supplied.
 3. Engage in a mental recap approx.

every 4 minutes to reinforce

NON VERBAL
COMMUNICATION
 NON VERBAL
COMMUNICATION SKILLS

55%
38% Face and body:
voice dynamics: non-verbal
tone + inflection + communication or
volume + accent face and body
+ non-word language.
sounds; and...
ROLES OF NON VERBAL
COMMUNICATION
 COMPLEMENTING THE VERBAL
COMMUNICATION

 A boss who pats a person on the back

in addition to giving praise can
increase the impact of the message.
ROLES OF NON VERBAL
COMMUNICATION
 STRENGTHEN THE VERBAL
MESSAGE

 HELPS IN CONVEYING THE

INFORMATION EFFICIENTLY

 CONVEY BOTH NUANCE AND RICH

AMMOUNT OF INFORMATION IN A
SINGLE INSTANT
ROLES OF NON VERBAL
COMMUNICATION
 WEAKENS THE VERBAL MESSAGE

 REVEALING TRUTH

 WHEN UNSURE OF TOPIC DISCUSSED

 LACK OF CONFIDENCE
RECOGNIZING NON
VERBAL COMMUNICATION

 FACIAL EXPRESSION

 GESTURES & POSTURES

 VOCAL CHARACTRISTICS
RECOGNIZING NON
VERBAL COMMUNICATION

 PERSONAL APPREARENCE

 TOUCH

 TIME & SPACE

TEAM TYPES

 FORMAL TEAMS

 INFORMAL TEAMS
TEAM TYPES
TEAM TYPES
 PROBLEM SOLVING TEAMS

 SELF MANAGED TEAMS

 CROSS FUNCTIONAL TEAMS

 VIRTUAL TEAMS
TEAM TYPES
ADVANTAGES OF TEAMS

 INCREASED INFORMATION &

KNOWLEDGE

 INCREASED DIVERSITY OF VIEWS

ADVANTAGES OF TEAMS

 INCREASED ACCEPTANCE OF
SOLUTION

 HIGHER PERFORMANCE LEVELS

DISADVANTAGES OF TEAMS
 GROUPTHINK

 GROUPSHIFT

 FREE RIDERS
DISADVANTAGES OF TEAMS
 HIDDEN AGENDAS

 COST
TEAM EVOLUTION
 ORIENTATION

 CONFLICT

 BRAINSTORMING

 EMERGENCE

 REINFORCEMENT
TEAM EVOLUTION

 EMERGENCE

 REINFORCEMENT
PREPARING FOR MEETING
 IDENTIFY YOUR PERPOSE

 SELECT PARTICIPANTS

 CHOOSE TIME & FACILITY

 SET THE AGENDA

STEPS FOR EFFECTIVE
MEETING
 KEEP DISCUSSION ON TRACK

 FOLLOW AGREED UPON RULES

 ENCOURAGE PARTICIPATION

 PARTICIPATE ACTIVELY
MEETING TECHNOLOGIES
 INSTANT MESSAGING

 EMAIL BASED

 VIDEO CONFERENCING
MEETING TECHNOLOGIES
 SHARED WORKSPACES(VIRTUAL
OFFICE)

 WEB BASED MEETING SYSTEMS