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Chapter 2 - Mastering Teamwork and Interpersonal Skills

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Lauren Donovan

on 17 September 2018

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Transcript of Chapter 2 - Mastering Teamwork and Interpersonal Skills

Chapter 2
Interpersonal Communication
Developing Your Listening &
Nonverbal Skills

1. Ordering
Barriers to Effective Listening
2. Paraphrase content
Discussion Questions
Good Interpersonal Skills
1. Be positive when constructive.

Types of 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.
How to Listen with Empathy
How Well Do You Listen?
Critical Listening
Content Listening
Empathetic 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
How to Listen Critically
2.) Recognize fact from opinion.
1.) Listen first to understand.
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)
The purpose is to
listen for information
Feeling what someone else is feeling
3.) Discover motivations and assumptions

3. Preaching

4. Criticizing

5. Minimizing
Interpreting Non-Verbal Communication
: Pretend that you lead the Gatorade brand team. Your team is responsible for conducting research to generate new product ideas for the Gatorade brand. Your team recently concluded a social media campaign which invited Gatorade loyalists to pitch new product ideas via Instagram for Gatorade.

Customers were invited to pitch their new product ideas in a five-minute clip. Your team is currently reviewing the social media clips and evaluating the feasibility of each product idea. Your goal is to make a decision about which product ideas the brand will move forward with and which ideas are not wortwhile.

Which type of listening makes the most sense for your team? Why? Which types don't make sense? Why

1. What signals does Miguel give to indicate he isn't actively listening to Pilar?
2. Which "barrier" to listening does Miguel use in the first meeting?
3. How does Miguel demonstrate he is listening more attentively in the second meeting?
Major Players
Full transcript