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Listen the Unspoken Words Listen the Unspoken Words

By: Amin Rajani


Listen the Unspoken Listen the Unspoken
Words Words
Who Went Where Who Went Where Who Went Where Who Went Where
Slide 3
Jones flew with Ansett Airlines.
The Hong Kong flight was on
Saturday.
British Airways flew to the US.
Brown went on Wednesday. Brown went on Wednesday.
Smith went to New Zealand.
Qantas flew on Friday
Zoubari went on Tuesday.
Singapore Airlines flew to London.
Wong went with United Airlines.
Slide 4
The Australian flight was on Monday.
Ansett Airlines flew on Monday.
Wong flew to Hong Kong.
Zoubari went with British Airways.
Brown went to the UK.
Communication Communication Communication Communication
The transference The transference
and
understanding of
meaning
Slide 5
meaning
Changes Affecting the Changes Affecting the
Workplace Workplace
Heightened global Heightened global
competition
Flattened management
hierarchies
Expanded team-based
management
Innovative communication
technologies
Slide 6
technologies
New work environments
Increasingly diverse
workforce
Success for Success for YOU YOU in the new in the new
global and diverse global and diverse
workplace requires excellent workplace requires excellent
communication skills! communication skills!
Success for Success for YOU YOU in the new in the new
global and diverse global and diverse
workplace requires excellent workplace requires excellent
communication skills! communication skills!
workplace requires excellent workplace requires excellent
communication skills! communication skills!
workplace requires excellent workplace requires excellent
communication skills! communication skills!
Slide 7
COMMUNICATION MODEL COMMUNICATION MODEL
EVOLVED EVOLVED
COMMUNICATION MODEL COMMUNICATION MODEL
EVOLVED EVOLVED
ACTION
INTERACTION
Slide 8
TRANSACTION
The Communication Process The Communication Process
Basic Model Basic Model
Slide 9
The Communication Process The Communication Process
Basic Model Basic Model
1.
Sender
has idea
Slide 10
The Communication Process The Communication Process
Basic Model Basic Model
1.
Sender
has idea
Slide 11
The Communication Process The Communication Process
Basic Model Basic Model
2.
Sender
encodes
idea in
message
1.
Sender
has idea
Slide 12
message
The Communication Process The Communication Process
Basic Model Basic Model
2.
Sender
encodes
idea in
message
1.
Sender
has idea
Slide 13
message
The Communication Process The Communication Process
Basic Model Basic Model
3.
Message
travels
over
channel
2.
Sender
encodes
idea in
message
1.
Sender
has idea
Slide 14
channel message
The Communication Process The Communication Process
Basic Model Basic Model
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
Slide 15
message channel
The Communication Process The Communication Process
Basic Model Basic Model
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
4.
Receiver
decodes
message
Slide 16
message channel
The Communication Process The Communication Process
Expanded Model Expanded Model
The Communication Process The Communication Process
Expanded Model Expanded Model
Slide 17
Miscommunication Miscommunication Miscommunication Miscommunication
In Center Harbor, Maine, local legend
recalls the day when Walter Cronkite
steered his boat into port. The avid steered his boat into port. The avid
sailor was amused to see in the
distance a small crowd on shore
waving their arms to greet him. He
could barely make out their excited
shouts: Hello Walter, Hello Walter!
Slide 18
shouts: Hello Walter, Hello Walter!
Miscommunication Miscommunication Miscommunication Miscommunication
As his boat came closer, the crowd grew
larger, still yelling. Pleased at the
reception, Cronkite tipped his white reception, Cronkite tipped his white
captain's hat, waved back, even took a
bow. But before reaching dockside,
Cronkite's boat abruptly jammed
aground. The crowd stood silent. The
veteran news anchor suddenly realized
Slide 19
veteran news anchor suddenly realized
what they'd been shouting: Low water,
low water!
Analysis of Flawed Analysis of Flawed
Communication Process Communication Process
Slide 20
Analysis of Flawed Analysis of Flawed
Communication Process Communication Process
Sender Sender
has
idea
Warn
boater
Slide 21
Analysis of Flawed Analysis of Flawed
Communication Process Communication Process
Sender Sender
has
idea
Warn
boater
Sender
encodes
message
Low
water!
Slide 22
Analysis of Flawed Analysis of Flawed
Communication Process Communication Process
Sender Sender
has
idea
Warn
boater
Sender
encodes
message
Low
water!
Channel
carries
message
Message
distorted
Slide 23
Analysis of Flawed Analysis of Flawed
Communication Process Communication Process
Sender Sender
has
idea
Warn
boater
Sender
encodes
message
Low
water!
Channel
carries
message
Message
distorted
Receiver Receiver
decodes
message
Hello
Walter!
Slide 24
Barriers That Caused Barriers That Caused
Cronkite Miscommunication Cronkite Miscommunication
Barriers That Caused Barriers That Caused
Cronkite Miscommunication Cronkite Miscommunication
Frame of reference
Receiver
accustomed to
Frame of reference
Language skills
accustomed to
acclaim and
appreciative crowds.
Maine accent makes
"water" and "Walter"
sound similar.
Slide 25
Listening skills
sound similar.
Receiver more
accustomed to
speaking than to
listening.
Barriers That Caused Barriers That Caused
Cronkite Miscommunication Cronkite Miscommunication
Barriers That Caused Barriers That Caused
Cronkite Miscommunication Cronkite Miscommunication
Emotional
Ego prompted
Emotional
interference
Ego prompted
receiver to
believe crowd
was responding
to his celebrity
status.
Noise from boat,
Slide 26
Physical barriers
Noise from boat,
distance between
senders and
receivers.
Which of these barriers could be overcome through
improved communication skills?
OTHER BARRIERS OTHER BARRIERS OTHER BARRIERS OTHER BARRIERS
Filtering Filtering
Selective Perception
Information Overload
Being Self-Absorbed
Criticizing the Speaker
Speech Rate versus Thought Rate
Slide 27
Speech Rate versus Thought Rate
Communication apprehension
Cultural Barrier
High context & low context cultures
Non-verbal words
Overcoming Communication Overcoming Communication
Barriers Barriers
Realize that communication is
imperfect.
Adapt the message to the receiver.
Improve your language and
listening skills.
Slide 28
listening skills.
Question your preconceptions.
Plan for feedback.
Organizational Communication Organizational Communication
Functions: internal and external
Form: oral and written
Form: channel selection dependent on
Message content
Need for immediate response
Audience size and distance
Audience reaction
Need to show empathy, friendliness, formality
Slide 29
Need to show empathy, friendliness, formality
Flow:
Formal: down, up, horizontal
Informal: grapevine
Communication Flowing Communication Flowing
Through Formal Channels Through Formal Channels
Horizontal
Downward
Upward Upward
Downward
Upward
Downward
Management
directives
Job plans, policies
Horizontal
Task coordination
Information sharing
Upward
Employee feedback
Progress reports
Slide 30
Job plans, policies
Company goals
Mission statements
Information sharing
Problem solving
Conflict resolution
Reports of customer
interaction, feedback
Suggestions for
improvement
Anonymous hotline
Forms of Communication Flowing Forms of Communication Flowing
Through Formal Channels Through Formal Channels
Oral Oral
Written
Electronic Electronic
Written
Executive memos, letters
Electronic
E-mail
Oral
Telephone
Slide 31
Executive memos, letters
Annual report
Company newsletter
Bulletin board postings
Orientation manual
E-mail
Voicemail
Instant Messaging
Intranet
Videoconferencing
Telephone
Face-to-face conversation
Company meetings
Team meetings
Knowledge Management Knowledge Management Knowledge Management Knowledge Management
The process of organizing and The process of organizing and
distributing an organizations
collective wisdom so the right
information gets to the right people a
the right time
KM begins by identifying what
Slide 32
KM begins by identifying what
matters to the organization
Interpersonal Communication Interpersonal Communication Interpersonal Communication Interpersonal Communication
Oral Communication
Advantages: Speed and feedback.
Disadvantage: Distortion of the message. Disadvantage: Distortion of the message.
Written Communication
Advantages: Tangible and verifiable.
Disadvantages: Time consuming and lacks feedback.
Nonverbal Communication
Advantages: Supports other communications and
Slide 33
Advantages: Supports other communications and
provides observable expression of emotions and
feelings.
Disadvantage: Misperception of body language or
gestures can influence receivers interpretation of
message.
Grapevine Grapevine Grapevine Grapevine
Grapevine Characteristics
Informal, not controlled by management.
Perceived by most employees as being more
believable and reliable than formal
communications.
Largely used to serve the self-interests of those
who use it.
Results from:
Slide 34
Results from:
Desire for information about important
situations
Ambiguous conditions
Conditions that cause anxiety
Politically Correct Politically Correct
Communication Communication
Politically Correct Politically Correct
Communication Communication
Certain words stereotype, intimidate, and insult
individuals. individuals.
In an increasingly diverse workforce, we must be
sensitive to how words might offend others.
Removed: handicapped, blind, and elderly
Replaced with: physically challenged, visually
impaired, and senior.
Removing certain words from the vocabulary makes it
Slide 35
Removing certain words from the vocabulary makes it
harder to communicate accurately.
Removed: garbage, quotas, and women.
Replaced with terms: postconsumer waste materials,
educational equity, and people of gender.
Communicating in Teams
By:
Amin Rajani
TEAMWORK TEAMWORK TEAMWORK TEAMWORK
TOGETHER WE MAKE A
DIFFERENCE
Slide 37
DIFFERENCE
COMMUNICATION COMMUNICATION COMMUNICATION COMMUNICATION
Team accomplishments
are built upon a
Slide 38
are built upon a
constructive exchange
of ideas
Learning Learning
Objectives Objectives
Learning Learning
Objectives Objectives
Discuss importance of communicating
in team oriented workplace in team oriented workplace
Identify Characteristics of successful
teams
List techniques for Team-based written
and oral presentations
Slide 39
and oral presentations
How to become effective listener
learn importance of nonverbal
communication
Communicating in Team Communicating in Team Communicating in Team Communicating in Team
Team are properly Team are properly Team are properly Team are properly Team are properly Team are properly
effective only when effective only when
everyone learns to everyone learns to
pull together. pull together.
Team are properly Team are properly
effective only when effective only when
everyone learns to everyone learns to
pull together. pull together.
Slide 41
pull together. pull together. pull together. pull together.
Communication Methods Communication Methods Communication Methods Communication Methods
Casual Conversation
Traditional method
Electronic means
Video-conferences
Slide 42
Video-conferences
GROUP GROUP GROUP GROUP
Two or more Two or more
individuals, interacting
and interdependent,
who have come
together to achieve
Slide 43
together to achieve
particular objectives.
Team Team Team Team
A group whose A group whose
individual efforts
result in a
performance that is
greater than sum of
Slide 44
greater than sum of
individual inputs.
2. Storming
Stages of Team Stages of Team
Development Development
Stages of Team Stages of Team
Development Development
1. Forming
3. Norming
4. Performing 5. Adjourning
Slide 45
Stages of Team Development
Slide 46
Forming Forming Forming Forming
Feelings of... Feelings of...
Excitement
Suspicion
Optimism
Fear
Slide 47
Fear
Anxiety
Anticipation
Storming Storming Storming Storming
Resistance Resistance
Uncertainty
Impatience
Hostility
Slide 48
Hostility
Discomfort
Norming Norming Norming Norming
Safety and Safety and
security
Acceptance
Renewed energy
Slide 49
Renewed energy
Focus on the
process
Performing Performing Performing Performing
Feelings of Feelings of
Pride
Satisfaction
Excitement
Slide 50
Excitement
Adjourning Adjourning Adjourning Adjourning
Satisfaction and sadness Satisfaction and sadness
Completion and letdown
Excitement and regret
Slide 51
How does the conflict How does the conflict
begins? begins?
How does the conflict How does the conflict
begins? begins?
Conversion of
different opinion
into acute condition
a conflict begins.
Slide 52
a conflict begins.
Types of conflict Types of conflict Types of conflict Types of conflict
There are 2 types of There are 2 types of
conflict:
INTRAPERSONAL
CONFLICT
INTERPERSONAL
Slide 53
INTERPERSONAL
CONFLICT
Intrapersonal conflict Intrapersonal conflict Intrapersonal conflict Intrapersonal conflict
Intrapersonal conflict are Intrapersonal conflict are
those occur within the
individual (e.g)
Struggling with decision
Trying to resolve the
Slide 54
Trying to resolve the
contradictory set of beliefs
and attitudes
Interpersonal conflict Interpersonal conflict Interpersonal conflict Interpersonal conflict
Conflict occur between Conflict occur between
people. (e.g)
Disagreement between two
or more people
Conflict between husband
and wife
Slide 55
and wife
Family conflicts
Types of Conflict in Team Types of Conflict in Team Types of Conflict in Team Types of Conflict in Team
Two kinds of Two kinds of
Conflict.
Cognitive Conflict
Affective Conflict
Slide 56
Affective Conflict
Kinds of Conflict Kinds of Conflict Kinds of Conflict Kinds of Conflict
Cognitive Conflict Cognitive Conflict
Centers on issues and is
considered healthy and
functional.
Affective Conflict:
Centers on feelings and
Slide 57
Centers on feelings and
personalities and is
considered disruptive.
Conflict Indicators Conflict Indicators Conflict Indicators Conflict Indicators
Less interactive Less interactive
communication
Increase in rumors
Avoidance of normal
channel
Slide 58
channel
Body languages
Misunderstanding
Groupthink Groupthink Groupthink Groupthink
Group members Group members
agree without
examine alternatives
or considering
contingency plans.
Slide 59
contingency plans.
Characteristics of successful Characteristics of successful
Team Team
Characteristics of successful Characteristics of successful
Team Team
Small size, Diverse Makeup
Agreement on purpose Agreement on purpose
Agreement on procedure
Ability to confront conflict
Use of good communication
techniques
Slide 60
techniques
Ability to collaborate rather than
compete
Shared leadership.
Strategies for reaching Group Strategies for reaching Group
Decision Decision
Strategies for reaching Group Strategies for reaching Group
Decision Decision
Majority Majority
Consensus
Minority
Averaging
Slide 61
Authority Rule with
Discussion
Conclusion Conclusion Conclusion Conclusion
Team should spend as much Team should spend as much
time together as possible within
working hours.
People need to be comfortable
to work well together.
Negative behavior within team
Slide 62
Negative behavior within team
needs to be wiped out.
Insecurity is the enemy of team
excellence and good
management.
Listening and Nonverbal Listening and Nonverbal
Communication Communication Communication Communication
Listening Listening
Slide 64
Slide 65
What is Listening? What is Listening? What is Listening? What is Listening?
listening (ILA, 1996): the process listening (ILA, 1996): the process
of receiving, constructing
meaning from, and responding to
spoken and/or nonverbal
messages; to hear something with
thoughtful attention
Slide 66
thoughtful attention
Effective communication is 2-way
depends on speaking and listening
Fast Facts Fast Facts Fast Facts Fast Facts
We listen at 125-250 wpm, think at
1000-3000 wpm 1000-3000 wpm
75% of the time we are distracted,
preoccupied or forgetful
20% of the time, we remember
what we hear
Slide 67
More than 35% of businesses
think listening is a top skill for
success
Less than 2% of people have had
formal education with listening
What kind of listener are What kind of listener are
you? you?
What kind of listener are What kind of listener are
you? you?
Do you ask questions? Do you ask questions?
Do you zone out?
Do you remember whats
said?
Can you identify the
Slide 68
Can you identify the
important points?
Is all you hear blah blah
blah?
The Listening The Listening
Process Process
Slide 69
The Listening Process The Listening Process
Perception
Slide 70
The Listening Process The Listening Process
Perception
Tune In
Reduced by:
1. Impaired
Hearing
2. Noisy
when we
1.are interested
in the topic
2. are in mood
to listen
3. sense that
message is
Slide 71
2. Noisy
surroundin
g
3. Inattention
4. pseudoliste
ning
message is
important
The Listening Process The Listening Process
Perception
Interpretation
Colored by:
1.Cultural
2. Educational
Slide 72
2. Educational
3. Social
Frames
The Listening The Listening
Process Process
Perception
Evaluation
Interpretation
Slide 73
The Listening The Listening
Process Process
Perception
Separate fact
Evaluation
Interpretation
Separate fact
from opinion
Avoid
prejudging
Jump to
conclusion
Slide 74
Action
Listening Process Listening Process
Barriers Barriers
Listening Process Listening Process
Barriers Barriers
Mental Barriers
Inattention Inattention
Prejudgment
Frame of reference
Slide 75
Closed-mindedness
Pseudolistening
Physical and Other Barriers
Listening Process Listening Process
Barriers Barriers
Listening Process Listening Process
Barriers Barriers
Hearing impairment
Noisy surroundings
Speakers appearance
Slide 76
Speakers mannerisms
Lag time
Slide 77
Stop talking / Dont Stop talking / Dont
interrupt interrupt
Stop talking / Dont Stop talking / Dont
interrupt interrupt
God has given us God has given us
two ears and
one mouth, we
can hear twice
Slide 78
can hear twice
as much as we
speak
Control external and Control external and
internal distractions internal distractions
Control external and Control external and
internal distractions internal distractions
He never He never
stops
Slide 79
Become actively Become actively
involved involved
Become actively Become actively
involved involved
Listen to
A team can
go far
when
everyone
Listen to
more than
spoken words
Slide 80
everyone
pulls
together.
Separate facts from Separate facts from
opinions opinions
Separate facts from Separate facts from
opinions opinions
Fact will Fact will
always
remain a
fact
(Reality)
Slide 81
Identify important Identify important
facts facts
Identify important Identify important
facts facts
Select what is Select what is
important and
register it
Slide 82
Ask clarifying Ask clarifying
questions questions
Ask clarifying Ask clarifying
questions questions
Please help Please help
me understand
by explaining
more about
Slide 83
Paraphrase to Paraphrase to
increase understanding increase understanding
Paraphrase to Paraphrase to
increase understanding increase understanding
If I may If I may
summarize,
does this
means
Slide 84
Capitalize on lag time Capitalize on lag time Capitalize on lag time Capitalize on lag time
Review what Review what
speaker said,
Separate
central idea,
key points &
details
Slide 85
Take notes to ensure Take notes to ensure
retention retention
Take notes to ensure Take notes to ensure
retention retention
Its better to Its better to
have short
pencil than a
long memory
Slide 86
RE HEAR RE HEAR RE HEAR RE HEAR
R: Repeat the message you
heard
E: Empathize the sender
H: Help the sender with
question
E: Empty your mind
Slide 87
A: Attend to the speaker
R: Read between the lines
Do only one thing at a time;
listening is a full-time job.
Most Irritating Listening Most Irritating Listening
Habits Habits
Most Irritating Listening Most Irritating Listening
Habits Habits
1. Rushing the speaker and
making him feel he is making him feel he is
wasting the listeners time.
2. Interrupting the speaker.
3. Not looking at the speaker.
4. Getting ahead of the speaker
(finishing her thoughts).
Slide 88
(finishing her thoughts).
5. Not responding to the
speakers requests.
Most Irritating Listening Most Irritating Listening
Habits Habits
Most Irritating Listening Most Irritating Listening
Habits Habits
6. Showing interest in 6. Showing interest in
something other than what
the speaker is saying.
7. Saying Yes, but . . ., as if
the listeners mind is made
up.
Slide 89
up.
8. Topping the speakers story
with That reminds me . . .
or Thats nothing; let me tell
you about. . . .
Most Irritating Listening Most Irritating Listening
Habits Habits
Most Irritating Listening Most Irritating Listening
Habits Habits
9. Forgetting what was 9. Forgetting what was
talked about previously.
10. Asking too many
questions about details.
Slide 90
Based on International Listening Association <www.listen.org/pages/
irritating listening habits.html>, January 2001.
Slide 91
ACTIONS SPEAKS ACTIONS SPEAKS
LOUDER THAN LOUDER THAN
WORDS WORDS
ACTIONS SPEAKS ACTIONS SPEAKS
LOUDER THAN LOUDER THAN
WORDS WORDS
Slide 92
Nonverbal Communication Nonverbal Communication
Nonverbal communication includes
Slide 93
Nonverbal communication includes
all unwritten and unspoken
messages, both intentional and
unintentional.
Why do we study Why do we study
nonverbal communication? nonverbal communication?
Why do we study Why do we study
nonverbal communication? nonverbal communication?
Nonverbal messages Nonverbal messages
communicate emotions
Nonverbal communication is
strongly related to verbal
Slide 94
strongly related to verbal
communication
[ http://www.soapboxorations.com/donnellking/nvcom.htm]
Forms of Nonverbal Forms of Nonverbal
Communication Communication
Forms of Nonverbal Forms of Nonverbal
Communication Communication
intonations
Eye contact
Facial expression
Posture and
Slide 95
gestures
Appearance of
people
Intonations: Its the Way You Intonations: Its the Way You
Say It! Say It!
Intonations: Its the Way You Intonations: Its the Way You
Say It! Say It!
Change your tone and you change your meaning:
Placement of the emphasis What it means
Why dont I take you to dinner tonight? I was going to take someone else.
Why dont I take you to dinner tonight? Instead of the guy you were going with.
Why dont I take you to dinner tonight? Im trying to find a reason why I
shouldnt take you.
Why dont I take you to dinner tonight? Do you have a problem with me?
Why dont I take you to dinner tonight? Instead of going on your own.
Slide 96
E X H I B I T 112
Why dont I take you to dinner tonight? Instead of going on your own.
Why dont I take you to dinner tonight? Instead of lunch tomorrow.
Why dont I take you to dinner tonight? Not tomorrow night.
Source: Based on M. Kiely, When No Means Yes, Marketing, October 1993, pp. 79. Reproduced in A. Huczynski
and D. Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194.
Eye contact Eye contact Eye contact Eye contact
Slide 97
Facial expressions Facial expressions Facial expressions Facial expressions
Slide 98
Posture and gestures Posture and gestures Posture and gestures Posture and gestures
Slide 99
Hand Gestures Mean Different Hand Gestures Mean Different
Things in Different Countries Things in Different Countries
Hand Gestures Mean Different Hand Gestures Mean Different
Things in Different Countries Things in Different Countries
Slide 100
E X H I B I T 119
Hand Gestures Mean Different Hand Gestures Mean Different
Things in Different Countries Things in Different Countries
(contd) (contd)
Hand Gestures Mean Different Hand Gestures Mean Different
Things in Different Countries Things in Different Countries
(contd) (contd)
Slide 101
E X H I B I T 119 (contd)
Communication Barriers and Communication Barriers and
Cultural Context Cultural Context
Communication Barriers and Communication Barriers and
Cultural Context Cultural Context
High-Context Cultures High-Context Cultures
Cultures that rely heavily on nonverbal and
subtle situational cues to communication.
Low-Context Cultures
Slide 102
Cultures that rely heavily on words to convey
meaning in communication.
High High--
vs. vs.
High High--
vs. vs.
High High--
vs. vs.
Low Low- -
Context Context
Cultures Cultures
High High--
vs. vs.
Low Low- -
Context Context
Cultures Cultures
Slide 103
Cultures Cultures Cultures Cultures
E X H I B I T 1110
Appearance of people Appearance of people Appearance of people Appearance of people
Slide 104
Forms of Nonverbal Forms of Nonverbal
Communication Communication
Forms of Nonverbal Forms of Nonverbal
Communication Communication
Time Time
Space
Territory
Appearance of documents
Slide 105
(Silent messages)
How can these nonverbal forms be used to send
positive messages?
Time Time Time Time
Low priority,
Undisciplined ,
Un important
Respect,
Un important
Slide 106
Respect,
Interest,
approval
Space Space Space Space
Slide 107
Territory Territory Territory Territory
Intimate
Social
Touching
6-18
Personal
Close -1 to 2
feet
Social
Close 4-7 feet
Far - 7-12 feet
Public
Close - 12-25 feet
Slide 108
feet
Far - 2 to 4
feet
Far - 25 feet or
greater
Appearance of documents Appearance of documents Appearance of documents Appearance of documents
Slide 109
Different Cultures ... Different Cultures ... Different Cultures ... Different Cultures ...
What is
your
private Reactions to an private
space?
Reactions to an
invasion of your space
Feel troubled
Get defensive
Become aggressive
Slide 110
Become aggressive
Retaliate
Do you know what you are Do you know what you are
saying? saying?
Do you know what you are Do you know what you are
saying? saying?
Slide 111
Conclusion Conclusion Conclusion Conclusion
Listening Skills
RE HEAR
Non Verbal
Non Verbal
Non Verbal
Eye contact
Facial
expression
Posture and
Non Verbal
Time
Space
Territory
Slide 112
Posture and
gestures
Appearance of
people
Appearance of
documents
(Silent
messages)
ATTITUDE ATTITUDE ATTITUDE ATTITUDE
The whole team The whole team
benefits when
everyone brings a
Slide 113
everyone brings a
positive attitude to
the table.
Slide 114

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