Communication

Communication

• 1.
  COMMUNICATION
• 2.
  What is communication? Aprocess by which information is exchanged between individuals through a common system of symbols, signs or behaviour The dictionary defines communication as:
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  Communication involves: sending amessage (speaking, writing and non-verbal signals) receiving the message (listening, reading, paying attention)
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  Communication Goals To changebehaviour To get action To ensure understanding To persuade To get and give information
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  Communication Cycle Communication normallygoes through a cycle involving: The Sender The Message The Channel The Recipient
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  Types of Communication 1.Verbal communication 2. Written communication 3. Non-verbal communication (sending a message other than by speech or writing)
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  Verbal Communication face-to-face - conversationwith fellow workers - speaking to customers - spoken instructions
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  telephone calls voice mail/ answering machine
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  two-way or CBradio meetings
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  teleconferencing
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  Written communication text messages email
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  memo fax
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  letters workplace forms
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  workplace signs
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  Non-verbal Communication signs hand signals
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  facial expressions
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  gestures eye contact
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  physical contact (eg shakinghands, embracing, pushing)
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  posture/stance (eg erect orslouching, arms folded)
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  proximity/distance (including personal space) dressand appearance
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  body orientation silence/time
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  What is “effectivecommunication” ?
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  Effective communication occurswhen the message that has been sent is received and understood in the way that was intended.
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  Effective Communication One-way Communicationoccurs when the sender and the receiver of the message have no interaction when the message is sent. email fax text voice mail
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  Two-way communication has interactionbetween the sender and receiver. face-to-face telephone conversation internet chat room CB radio
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  Why is two-waycommunication usually more effective? The sender knows the message has been received. Both participants can seek further information about points that are unclear. Therefore there should be less chance of the message being misunderstood.
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  What are theadvantages of having effective communication in the workplace? avoids misunderstanding/confusion improves staff morale/satisfaction increases motivation improves efficiency safer workplaces reduce barriers (eg cultural) create friendships
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  Barriers To Effective Communication Barriersto communication can lead to misunderstanding and confusion
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  Language barriers - wronglyworded message - inappropriate or technical language - faulty translation - font size - legibility of text - clarity of diction - negative subtext - inconsistency
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  Personal barriers - attitudeand values - lack of confidence/trust - lack of incentive - unwilling to communicate - not paying attention - lack of time - making assumptions
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  - fears (ofridicule, rejection or confrontation) - emotions - disabilities (eg hearing, speech) - gender issues - age differences / “generation gap”
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  Physical barriers - distance -noise - distractions - environment - facilities
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  Cultural issues - languageproblems - cultural issues - religious differences
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  Organisational barriers - workplacepolicies and rules - status relationships - work facilities Time constraints
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  Effective Communication Skills andTechniques How do you feel when you are speaking to somebody who isn’t paying attention to what you are saying? How would you prefer a person to act when you are speaking to them?
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  Verbal Communication Skills A.Words (what you say) B. Paralanguage (how you say it) - clarity of speech - tone - pronunciation - pitch - volume
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  use simple language(avoid slang or technical language unless appropriate) be clear and concise speak clearly face receiver maintain eye contact audible volume courteous tone and show respect
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  target audience remove distractions checkthe receiver understands avoid ambiguity completeness of message
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  Listening Skills What isthe difference between passive and active listening? Passive listening - listening without reacting or interruptions Active listening - reacting in a way that shows you are listening and have understood (eg nodding, eye contact)
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  pay attention focus andconcentrate no interruptions show you are listening (eg nod, smile, small verbal comments like ‘yes’ or ‘uhhuh’, facial expressions) sit comfortably remove barriers listen to words plus tone and watch
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  Questioning Skills Closed questions Openquestions Reflective questions
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  Closed questions - requirea yes/no answer or a single word or short phrase - eg “Did you feed the sheep?” “How many eggs were there?” Uses - to test understanding - to find out facts - to make a decision or finish a discussion - to open a conversation - easy and quick to answer
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  Open questions - likelyto get a long answer - eg “What did you do yesterday?” “Why is that important to you?” Uses - to find out more detail - to ask respondent to think/reflect - to find out opinions or feelings - to develop a conversation - to allow critical thinking
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  Reflective questions - requirean evaluation of a person’s own behaviour or knowledge - eg “What can I do to help you?”
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  Non-Verbal Communication Skills interpretingbody language eg
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  understanding gestures
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  standards of dress interpretingsubtext eg ‘nice’ haircut
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  Written Communication Skills legiblewriting avoid jargon be clear and concise correct spelling
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   appropriate fontsize appropriate font size plain English sentence structure, grammar and punctuation accurate information correct format
• 52.
  Describe some waysthat you could improve your communication skills. speaking listening body language