Chapter 3 - Interpersonal Communication Skills Flashcards
Nonverbal message
Any message that is not written or spoken
Six most common types of nonverbal communication
Body Movement, Physical Appearance, Voice Qualities, Time, Touch, Space and Territory
Intimate Zone
Where close, intimate interactions, including physical contact, take place. Restricted to infrequent, brief contact in business, such as shaking hands (0 - 1.5 Feet)
Casual Zone
Where conversation with close friends and colleagues takes place. Reserved for more personal interactions, such as business lunches (1.5-4 Feet)
Social Zone
Where most business exchanges, including informal business meetings, occur (4-12 Feet)
Public Zone
Where the least significant interactions occur. Typically for
formal, one-way communication, such as from a speaker to a large audience (12+ Feet)
Listening involves much more than just hearing
Hearing is a passive process, whereas listening is an active process. When you perceive a sound, you’re merely aware of it; you don’t necessarily comprehend it. When you listen, you interpret and assign meaning to the sound
Immediately after hearing a ten-minute oral presentation, the average person retains only BLANK of the information. Forty-eight hours later, only BLANK of what was heard can be recalled
50 percent, 25 percent
Four Keys to Better Listening
Give the Speaker Your Undivided Attention, Stay Open-Minded, Don’t Interrupt, Involve Yourself
Pay more attention to what the speaker says
than to how he or she says it
Internal paraphrase
Summarize to yourself what the speaker is saying
Three Levels of Responding
Repeat, Paraphrase, Reflect
Selectives
Low presence, High engagement
Mavens
High presence, High engagement
Wallflowers
Low presence, Low engagement
