Communication: The Essential Skill

1. Communication: The Essential Skill

2. What is communication? The process by which we exchange information through a common system of symbols, signs, or behavior.

3. Can we ever not communicate? • Listening • Reading/Seeing • Body Language

4. The Communication Process Exhibit 11–2

5. The Communication Process • Encoding • The sender’s process of putting the message into a form that the receiver will understand. • Communication Channels • The three primary channels are oral, nonverbal, and written. • Decoding • The receiver’s process of translating the message into a meaningful form.

6. A Model of the Communication Process RECEIVER SENDER Message decoded Message encoded Message “Noise”: culture, values, traditions. Feedback encoded Feedback decoded Feedback Frame of Reference Frame of Reference

7. The Importance of Feedback • Not Face to Face: • Request a written answer to a written message. • Ask when the reply will be coming. • Persist until a response is received from the receiver. • When Face to Face: • Ask questions to determine if you have been understood. • Ask the receiver to restate what you have said. • Watch for signs of understanding – nodding; frowning.

8. Major Communication Barriers Exhibit 11–3

9. Barriers to Communication • Senses • Semantics • Emotions • Expectations • Personality • Prejudice • Changes • Poor organization • Info Overload • Poor Listening

10. Organizational Communication • Vertical Communication • The flow of information both downward and upward through the organizational chain of command. • Horizontal Communication • The flow of information between colleagues and peers. • Grapevine • The flow of information in any direction throughout the organization.

11. Organizational Communication:Formal Communication Exhibit 11–1a

12. Organizational Communication:Informal Communication Exhibit 11–1b

13. Message Transmission Channels Exhibit –4

14. Advantages Easier Faster Encourages feedback Disadvantages Less accurate Leaves no permanent record Oral Communications

15. Nonverbal Communications • Nonverbal Communication • Includes messages sent without words. • Setting (physical surroundings) • Body language • Facial expressions • Vocal quality (how said, not what said) • Gestures • Posture • Disadvantage • Can be misinterpreted by receiver.

16. Advantages More accurate Provides a permanent record Disadvantages Takes longer Hinders feedback Written Communications

17. Selecting the Message Transmission Channel • Media Richness • The amount of information and meaning conveyed through a channel. • Oral channels (e.g., face-to-face) are the richest channels, useful for sending difficult and unusual messages. • Written channels are less rich, useful for simple and routine messages. • Combined channels are best used for important messages that must be attended to.

18. Sending Messages • Planning the Message • What is the goal of the message? • Who should receive the message? • How should the message be sent? • When should the message be sent? • Where should the message be sent?

19. The Face-to-Face Message-Sending Process 1. Develop rapport. 2. State your communication objective. 3. Transmit your message. 4. Check receiver’s understanding. 5. Get a commitment and follow up. Model 11–1

20. Checking Understanding: Feedback • Feedback • The process of verifying messages. • Paraphrasing • The process of having the receiver restate the message in his or her own words. • Feedback Problems • Receivers feel ignorant. • Receivers are ignorant. • Receivers are reluctant to point out sender’s ignorance.

21. Checking Understanding: Feedback • How to Get Feedback • Be open to feedback • There are no dumb questions. • Be aware of nonverbal communication • Make sure your nonverbal communication encourages feedback. • Ask questions • Don’t take action before checking on message. • Use paraphrasing • Check the receiver’s interpretation of your message.

22. The Message-Receiving Process Exhibit 11–5

23. Response Styles Exhibit 11–6

24. Advising Providing evaluation, personal opinion, direction, or instructions. Diverting Switching the focus of the communication. Probing Asking the sender for more information. Reassuring Responding to reduce the intensity of emotions. Reflecting Paraphrasing the message to indicate acceptance and understanding. Response Styles

25. Calming an Emotional Person • Empathic Listening • The ability to understand and relate to another’s situation and feelings. • Dealing with Emotional People • Don’t make statements putting the person down. • Do make reflective empathic responses. • Paraphrase feelings.

26. NONVERBAL COMMUNICATION Movements, gestures, body positions, vocal qualities and a variety of unspoken signals sent by people, often in conjunction with verbal messages

27. COMMUNICATION OF FEELINGS

28. BODY LANGUAGE • Eye contact • Posture • Facial expressions • Nodding of head • Gestures • The Body Language Dictionary

29. Pitch Volume Rate of speech Voice quality Articulation Pauses Silence Semantics VOCAL CUES

30. APPEARANCE AND GROOMING • Hygiene • Clothing and Accessories

31. SPATIAL CUES • Intimate distance 0-18” • Personal distance 18”-4’ • Social/work distance 4’-12’ • Public distance 12’ or more

32. ENVIRONMENTAL CUES • Clutter • Cleanliness • Offensive items

33. MISCELLANEOUS CUES • Personal habits • Time allocation and attention • Follow-through • Etiquette and manners • Color

34. ROLE OF GENDER • Communication differences • Approach relationships differently • Brains develop at different rates

35. IMPACT OF CULTURE • Personal knowledge & growth increases • Awareness of similarities important • Must learn about cultures, habits, values & beliefs • Requires action plan for learning about other cultures & people

36. UNPRODUCTIVE BEHAVIORS • Unprofessional handshake • Fidgeting • Pointing fingeror object • Raising eyebrow • Peering over glasses • Crossing arms • Holding hands near mouth

37. IMPROVING NONVERBAL COMMUNICATION • Seek out nonverbal cues • Confirm perceptions • Seek clarifying feedback • Analyze interpretations of cues