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Chapter 2 - Mastering Teamwork and Interpersonal Skills

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Lauren Donovan

on 13 September 2017

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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
Active Listening Analysis
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 Power of Nonverbal Communication
Techniques for Critical Listening
2.) Consider the motivation behind 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
Critical Listening Questions
1.) What's the song about?
2.) Do you find its meaning interesting?
3.) Will you listen to it again or recommend it to someone?

Decision making

Tone of voice
Facial expressions
Body language
Full transcript