-
External Communication
To managers and external groups.
-
Diagonal Communication
Between manager and employees
-
Lateral Communication
To colleagues and same level
-
Downward Communication
To lower level
-
Upward Communication
To high level
-
Communication flow in and organization
- Upward
- Downward
- Lateral
- Diagonal
-
Four major things required to send messages effectively
- Clear and concise
- Avoid jargon/slang
- Prepared (organized)
- Calm and sobriety
-
When sending messages, one must not?
- Criticise
- Judge/Condemn
- Accuse
- Blame
-
To send a clear and concise message one must?
Use the three components of communication effectively.
-
Para-Verbal/Lingual
The way we say what we say. Tone,pitch, pace and volume of one’s voice.
-
Non-Verbal
Use of body language and sign language
-
Verbal
The choice and arrangement of, written and spoken words.
-
Importance of effective communication
- Prevents misunderstandings
- Builds self confidence
- Give directions/lead
- Motivation
- Persuasion
- Influence
- Absorb
-
When using the principle of adaptability one must consider?
- The culture
- The psychological makeup Knowledge and vocabulary
- Must conform to the level of the audience.
-
Principle of adaptability
Sending messages correctly
-
Misunderstandings happen because?
- Inability to speak well
- Inability to listen well/effectively
-
Decoding
Is interpreting the message back into thought or finding meaning.
-
Encoding
Putting thoughts/Ideas/Information into a form they can be understood(Symbols/language)
-
Effective communication is?
Sending and receiving messages correctly.It’s a two way process
-
Types of communication events
- Meetings
- Seminars
- Workshops
- Trade fairs
- Conferences
-
Communication events are?
Platforms of communication
-
Communication Skills involve?
- Experiences
- Actions and events
- Phenomenal and meaning
- Technologies
-
To communicate effectively we must understand?
- What the message is
- The audience Audience’s perception
- Circumstance (situational and culturally)
-
Types of feedback
- Gestures (Nodding, sign language)
- Oral (spoken word)
-
Non-Personal
Mass media (TV, Print)
-
Personal channel
Direct interpersonal. (Face toface)
-
Types of channels
- Personal channel
- Non-Personal
-
Feedback
Response or reaction of the receiver after receiving the message.
-
Receiver
Decodes (Interprets) the message from the sender.
-
Channel
The method or medium, of sending the message.
-
Noise
This is the distortion of the message. Due to lack of common ground/Symbolic forms
-
Message
The encoded thoughts/Ideas/Information turns into meaning that the sender hopes to convey.Using sign language, oral
-
Sender
Encodes thoughts/Ideas/Information in shared symbolic form to send a communication (Message)
-
Elements of Communication Process Model
- Sender
- Message
- Noise
- Channel
- Receiver
- Feedback
-
Uses of Communication Skills
- Inform command
- Assess/Evaluate
- Persuade
- Influence
-
Communication skills are?
An art of sharing thoughts/Ideas/Information using shared symbols effectively.
-
Why acquaint one-self with com skills?
- Communicate with:
- Superiors
- Subordinates
- Clients
- Conflict resolution/Prevention
-
Three components of communication are?
- Verbal
- Non-Verbal
- Para-Verbal/Lingual
-
Communication involves two aspects, which?
Visual and audio
-
To send effective verbal messages
- Be precise, concise and brief to the point
- Prepare the thought before sending the verbal communication. (Organisation)
- Message should be free from jargon
- Avoid creating defensive or resistance by using, blaming criticising, judgmental or accusatory.
- Keep your sobriety and calmness (Sangfroid)
-
Non Verbal messages are sent through?
- Posture
- Facial expressions
- Gesture/Sign language
- Spatial distance (Space,Position, and size.)
-
Suzane Waren and Rod Windle say non verbal communication constitutes?
55% of perceived and understood communication
-
Non Verbal messages are the primary way we communicate?
Emotions
-
Some of the emotions a face can convey are?
- It can light up
- Show enthusiasm
- Energy
- Approval
- Express displeasure
- Boredom
- Express confusion and what not
-
Postures and gestures can create a feeling of?
- Warm welcome
- Cold rejection
- Openness
-
Para-Verbal messages are transmitted by?
The tone, pitch, pace and volume of voice.
-
Professor Mehrabian says?
- It’s how we say what we say rather than what we that matter more in sending a communication.
- *he says tone and words are important, a sentence can mean different things in different tones.*Para-Verbal communication makes up 38% OF COMMUNICATION.
-
When a speech becomes high pitched and rapid, that indicates?
Anger or anxiety
-
When a speech becomes monotonic and slower, that indicates?
Boredom or feeling down
-
When a speech becomes abrupt, that indicates
Defensiveness
-
In-consistence in all form of communication renders the listener?
Confused
Loose trust
Undermines working relationships
-
When receiving Inconsistent of conflicting messages (V,NV,PV) listeners
tend to?
Believe the non verbal
*Which is often misinterpreted
-
Consistence is in sending messages is?
Cardinal
-
When reading messages, the key to receiving messages is?
Effective listening
-
Listening combines?
- What another person says
- Mental involvement of the person
- listening/talking
-
To listen effectively, we must not only but?
Understand
Keep an open mind
Acceptance
Respectful attitude
-
Listening requires?
Energy and concentration
-
Listeners need to do the following
Suspend judgment
// Approval
// Evaluation
*in order to understand:
Frame of reference
Emotions
Attitude
-
The four major requirements to effective communication/listening are?
Concentration and energy
- Desire to see things in another’s
- perspective (Empathy)
Suspend judgment and evaluation
Mental involvement
-
Receiving non verbal messages require?
- Full attention to the speaker and
- becoming aware of their non verbal messages
- Leaning gently towards the
- speaker
Facing the speaker squerely
Maintain an open posture
*Arms un-crossed
- Maintain appropriate distance
- (Personal space)
Use body gesture
*Nodding
-
Listening is?
- The act of filtering out
- distractions to allow for understanding of sounds
- *Deliberate involvement of the
- mind to absorb information
-
Hearing is?
The physical ability to perceive sound
-
What’s the main difference between hearing and listening?
- Main difference between hearing
- and listening is, listening is a deliberate involvement of the mind to absorb
- information
-
What’s the key difference between hearing and listening?
- Key difference between hearing
- and listening is purpose
-
What is purpose in the context of listening skills?
- *Intensity varies in listening
- scenarios
Purpose is a reason to listen
*Friendliness
-
Listening is a fundamental skill that enables us to understand
the-------in communication?
The verbal
- And the non verbal in a
- communication
-
Is listening an active of passive activity?
Active
- *Can be passive sometimes e.g
- watching a movie
-
An active listener indicates verbally or non verbally that
He’s engaged in the conversation by:
Nodding or asking questions
- Non verbal indicators of
- listening
Eye contact
Nodding
Leaning forward
*They encourage the speaker
-
Different purposes influence listening type to either?
- Passive *music, don’t have to
- retain
Active *Academic, have to retain
-
Elements of the listening model
Hearing
Listening
Interpreting
Retaining
-
Interpreting
Analysis of sounds to understand meaning, then relating to familiar knowledge and/or experiences
-
Retaining
Act of remembering the sounds for future use
-
-
Passive listening
- Listener focuses on a minimal
- level, just enough to keep the conversation going
*Movie, music
-
Active listening
- Requires the listener to focus
- and concentrate to get and retain a communication
*Academics, work
-
Barriers to effective communication
Concentration
Distraction
Lack of interest
Pre-conceived ideas
Talking instead of listening
-
To listen effectively one must?
Get ready to listen
Take responsibility
Listen with an open mind
- Listen actively *Concentrate,
- relate what you hear to what you know and read between to get implied meaning
Listen with empathy
-
To communicate effectively, one must limit the frequency of?
- Communication barriers (at all
- stages) with clear, concise, accurate well planned communication
-
Barriers to communication
Perception
Semantics
Conflicting V&NV msgs
Defensiveness
Distortion
Noise
Rumours and gravepine
Lack of trust
Info over/under load
Ambiguity
Emotions
Status
Narrow view point
Diversity
Jargon
Dogma
- Ways to overcome communication
- barriers
Use feedback
Simplified language
Active listening
Restrain emotions
March V&NV
Build trust
Avoid triggering defensiveness
- Clarify ideas before
- communicating
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