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Chapter 2 - Mastering Teamwork and Interpersonal Skills

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by

Lauren Donovan

on 16 September 2016

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Transcript of Chapter 2 - Mastering Teamwork and Interpersonal Skills

Chapter 2
Interpersonal Communication
Developing Your Listening &
Nonverbal Skills

Ordering
Threatening
Preaching
Criticizing
Minimizing
Advising
Roadblocks to Active Listening
sd
2. Paraphrase content
http://hotseat.mhhe.com/mm.html
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
Listening to understand
Listening to get information
Empathic Listening
Exemplify empathy
Understanding others' feelings
What are some techniques for good content listening?
http://www.donaldjtrump.com/media/great-again-tv-spot
3.) Critical Listening
2.) Empathic Listening
1. Mirror feelings

3. Ask clarifying questions

4. Offer support
Problem solving
Scrutinizing
Decision making.
Active Listening
Tuning out distractions and focusing complete attention on the speaker.
Nonverbal Communication
Tone of voice
Gestures
Proximity
Facial expressions
Body language
Techniques for Critical Listening
2.) Consider the speaker, their motivation, and the context.
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.
Agenda
1.) Identify and differentiate between the different types of listening.
2.) Introduce techniques to improve listening.
3.) Identify characteristics of active listening.
4.) Identify good listening practices.
Full transcript