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WHAT IS COMMUNICATION “We cannot not communicate! A two–way process which enables two (or more) people to share and understand something in common. It is abstract and invisible. It is like electricity – known by its effects at both ends of the wire and used for purposes
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Effective Communication Skills
Content
What is communication
Effective Communication
Effective listening
Communication Styles
WHAT IS COMMUNICATION
“We cannot not communicate!
A two–way process which enables two (or more) people to share and understand something in common.
It is abstract and invisible. It is like electricity – known by its effects at both ends of the wire and used for purposes
Communication Model
Behavior
ThinkingFeeling
B = Behaviour Behaviour is everything you say or
do i.e. it is visible, felt or heard and includes facial expressions, gestures, speech patterns etc.
T = Thinking How you use your senses
internally
F = Emotions and Physiological
“Communication is about emotion not words”
Non Verbal Communication Albert Mehrabian (Three elements of
communication - and the "7%-38%-55% Rule“) found that the total impact of a message is only
about 7% verbal, 38% vocal (including tone of voice
paralanguage) and, 55% body language So non-verbal cues account for about 93% of
the meaning in messages transmitted between people engaged in face-to-face discussion.
Exercise
“We have a meeting on Tuesday”
Non Verbal-NVC
Communication without the use of spoken language.
Nonverbal communication includes gestures, facial expressions, and body positions (known collectively as “body language”), as well as unspoken understandings and presuppositions, and cultural and environmental conditions that may affect any encounter between people
BARRIERS TO COMMUNICATION
“The People of the world are islands shouting at each other across a sea of misunderstanding”
George Elliot
They receiveThey sent
You receive
You want to send a message
You send
NO
IS
E Decoding
Receptors
Channel (messages)
Transmitters
Channel (messages)
Transmitters
Encoding
How communication works There are three stages in sending a
successful message:
1. Preparation2. Delivery3. Confirmation of understanding
Communication Medium o Face-to-face conversation o Telephone o Voice mail o Electronic mail o Photo graphs o Letters o Memos o Bulletin and fliers o Formal numerical report
Exercise-10 minPlease draw on a sheet of paper the
following:A treeRope going down the treeAnother rope on the treeWooden sheet Rope on the wooden sheet
COMMUNICATION CAN BE DECEPTIVE!
People in our culture are more skilled in transmitting messages than receiving them…we are better talkers than listeners.
We place far greater value on sending than receiving, and praise people for their ability to ‘think on their feet.’
A ‘good communicator’ is usually though of as someone who is an impressive speaker or writer. Seldom is anyone admired because he or she is a good listener.
Effective listening Two styles of listening you can use in
conversations: Passive listening This is what Thomas Gordon calls “door openers” –
occasional short verbal messages to let your partner know that you’re paying attention. It is not pretending to listen! On the contrary, you give someone else space to share.
Active Listening This is a response which reflects back thoughts and
feelings, without adding any judgments or advice. It consists of simply summarizing the speaker’s comments in ones own words.
Listening
"We were given two ears but only one mouth, because listening is twice as hard as talking."
There is a real distinction between merely hearing the words and really listening for the message. When we listen effectively we understand what the person is thinking and/or feeling from the other person’s own perspective.
Communication Styles
PASSIVE ASSERTIVE AGGRESSIVE Inhibited Direct / Honest Dominant
Submissive Open & Fair Expression Abusive
Puts down self Feels good about self & others Puts down others
Lets group decide Chooses for self Decides for group
Takes other’s needs Takes other’s and own Takes own needs into into account, but not own needs into account account, but not others
Thank you