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Chapter 2 - Mastering Teamwork and Interpersonal Skills

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Lauren Donovan

on 2 February 2018

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Transcript of Chapter 2 - Mastering Teamwork and Interpersonal Skills

Chapter 2
Interpersonal Communication
Developing Your Listening &
Nonverbal Skills


Roadblocks to Effective Listening
2. Paraphrase content
Listening Activity
Good Interpersonal Skills
1. Be positive when constructive.

Types of Listening
1.) Content Listening
1.) You are interviewing candidates for a new position at work.
Content, Critical or Empathetic Listening
Good Listeners ...
1.) Employ the appropriate type of listening and techniques

2.) Listen actively using good nonverbal cues.
Empathic Listening Techniques
How Well Do You Listen?
Critical Listening
Content Listening
Empathetic Listening
What are some techniques for good content listening?
3.) Critical Listening
2.) Empathic Listening
1. Mirror feelings

3. Ask clarifying questions

4. Offer support
Active Listening
Tuning out distractions and focusing complete attention on the speaker & the message.
The Power of Nonverbal Communication
Techniques for Critical Listening
2.) Think critically about the message.
1.) Listen first. Evaluate second.
3.) Probe; ask questions that can help you discern.

2.) You are listening to a technology trainer teach you how to use a new software program.
3.) A customer complains about a negative experience with service at the restaurant where you work.
1.) Why listening matters?
2.) Types of listening
3.) Techniques for improving listening.
4.) Nonverbal communication

Decision making

Eye contact
Facial expressions
Body language
Opening Activity
1. Get into groups of three
2. Designate a storyteller, a listener, and an observer.
3. Listeners, meet me in the hallway.
Critical Listening Activity
The Listening Process
1. Get with a partner.
2. Designate a speaker and a listener.
3. Speaker describe the drawing; listener draw what the speaker's describing; ask clarifying questions & probe for more details.
Nonverbal Activity
1. Get with a new partner.
2. Come up with a skit. One partner tells the story; the other partner uses nonverbal skills to demonstrate active listening.
3. Perform in front of the class.
Physically hearing
Decoding and interpreting meaning
Storing meaning in your brain
Critical thinking, forming an opinion
Reacting, responding (verbally & nonverbally)
(vs. passive & selective)
Full transcript