CHAPTER 5

EFFECTIVE VERBAL AND

NONVERBAL COMMUNICATION
LEARNING
GOALS
 Define the elements of
effective verbal
communication.
 Demonstrate effective
verbal communication.

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 LEARNING GOALS

 Identify nonverbal
communication gestures.

 Demonstrate effective
nonverbal communication.

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 VERBAL COMMUNICATION

LISTEN AND UNDERSTAND

 Listen actively.
 Understand the relationship between self-
esteem and communication.
 Examine your inference ladder.
 VERBAL COMMUNICATION

LISTEN AND UNDERSTAND

 Cope with criticism.
 Be nonjudgmental.
 Willingly accept change.
 SPEAK AND BE UNDERSTOOD

USE LANGUAGE APPROPRIATELY

RESOLVE CONFLICT
 People versus problems
 Conflict definition
 Collaboration
 Freedom from blame
 NONVERBAL COMMUNICATION

Body language
Voice quality
Time
Space
Asian nonverbal
behavior

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 THE WORKPLACE

AN EFFECTIVE
COMMUNICATION
COMMUNITY

Copyright © 2004 South-Western and its licensors. All rights reserved.