Communication Process

1. Communication Process

2. The Communication Process • It is imperative that we learn how to communicate effectively to ensure our intended message is the one understood by the intended recipient.

3. The Communication Process I say “to-MAH-to”,you say to-MAY-to” Say that again?

4. The Communication Process • What is communication? • Can we not communicate? Why? • Is verbal communication important? • What contributes to a breakdown in communication?

5. Did you hear what I say? • Choosing the right words, the right tone, the right (mental) picture, the right mood, the right context (= place) • To help a listener (or receiver) re-create the entire text (or picture) of what you are saying

6. The Definition of Communication • Communication is a process involving the sorting, selecting and sending of symbols (or encoding) in such a way as to help a listener (or receiver) perceive in his own mind (or decode) the meaning (or message) contained in the mind of the communicator (or sender).

7. Sender / Receiver decoding encoding MESSAGE Receiver / Sender decoding encoding FEEDBACK MESSAGE

8. Elements of the Communication Process SENDER • Begins the communication • Send the information / message • Encodes an idea or feeling in words, and signs that the receiver recognises, then send this to… • THE RECEIVER!

9. Elements of the Communication Process RECEIVER • Receives the message / information • Decodes and interprets to understand… THE MESSAGE • The information / idea / feeling transmitted • Verbal or non-verbal or BOTH

10. Elements of the Communication Process PURPOSE: Give me a reason, Baby! “I just called…to say…I love you!” - Lionel Richie …BUT… When the sender’s purpose is different from the receiver’s, then a CONFLICT OF PURPOSE occurs… “Frankly, my dear, I don’t give a damn.” - Rhett Butler, GONE WITH THE WIND (1939)

11. Elements of the Communication Process FEEDBACK • Receiver responds to the sender. • An essential part of EFFECTIVE COMMUNICATION provides continuity • It indicates understanding or misunderstanding. So BOTH the sender and receiver requires feedback.

12. Elements of the Communication Process CLIMATE In social situations, we develop positive, neutral or negative attitudes toward the situation and the people in it. COLD WARM vs

13. Elements of the Communication Process CONTEXT The situation or setting in which communication takes place.

14. Elements of the Communication Process CHANNEL The means or technique used to send a message: conversation, phonecalls, email, letters, notes MSN, Yahoo, Google, ICQ, Skype, sms …and Art, music, movies, dance, pictures.

15. For each statement, decide if it is TRUE or FALSE. • A message has to be verbal in order for it to be communicated to another. • When the sender’s purpose for communicating is different from the receiver’s, a conflict of purpose will occur. • A communication channel is the means or technique used to send a message. • The one who receives the message responds to the sender. This is called listening.

16. Old man or lovers?

17. Do you see two different cubes?

18. Are there seven or eight cubes in this one?

19. Escher – The Famous Optical Illusionist

20. Forms of Communication There are basically two forms of communication. They are: i) Verbal Communication ii) Non-verbal Communication

21. Forms of Communication • VERBAL: • Spoken: • more personal • invite suggestions, ideas, feedback, and generate discussion • for clarification, especially for complex issues or information • highly confidential subject

22. Sixformal speech events. • meetings • corporate briefings • public speaking • presentations • interviews • speeches

23. Forms of Communication • Written Communication • more formal • more permanent • better if you want to be sure you choose the right words • less confidential

24. Examples and features of written communication • Letters:Personal, private and lends weight to its subject. • Memos: Not confidential, less formal than a letter, more likely to be read and thrown away. • Email: It is private, less formal than a letter, and less likely to be kept than a letter. • Notice-board: May never be read. • Newsletter:­­­­­­­­­­­­­­­­­­­ It is public, not suitable for bad news but most suitable for minor but necessary news

25. Forms of Communication • NONVERBAL • “You say it best when you say nothing at all!” • Examples: Facial expressions, body position, gestures, posture. • BODY LANGUAGE • Our body language tells others: • our feelings • our attitudes • our receptivity of others (I like / dislike your face)

26. Dr Albert Mehrabian’s “Elements in a Message”: Voice Tone: 38% Facial Expression:55% Words:7%

27. Relationship betweenVERBAL and NONVERBAL • Most times, verbal and nonverbal Communication can’t be separated, but sometimes they can … • Be Redundant • Add Emphasis • Substitute • Contradict

28. What is Effective Communication? • Effective communication exists between two people when the receiver interprets the sender’s message in the way that the sender intended it.

29. Do you think this looks good on me? It’s ok, Hon, just say it. I didn’t say that! Communication Barrier I think that black one looks better on you, Doll. Are you saying I’m fat?!

31. Description of Barriers • Implied meanings in words • Noise from physical surroundings (“bad connection”) • Face-to-face vs Further away • Difference in culture, values, attitude, experience, upbringing (including family and education), opinions • Psychological noise (distracted) • Using the wrong channel or using it wrongly • Different personalities • Using specialist terms or jargon • Leaving out information intentionally or unintentionally • Refusing to listen

32. Ways to overcome barriers to communication • A working knowledge • Repetition • Use simple and direct language • Do not make assumptions • Create a supportive, trustworthy and honest organization climate • Rely on more than one channel • Focus • Feedback

33. “Listen very carefully –I will only say this once”(Michelle, ‘Allo, ‘Allo) Stare at the four dots in the middle for 30 seconds. What do you see?

34. Tips on good listening • Concentrate – NEVER allow first impressions to distract • Listen for the WHOLE meaning – How does the sender feel? What’s his attitude and thoughts? • Watch for signals – nonverbal critical: facial expressions, posture, eye contact, tone, even breathing! • Resist distractions – surroundings, his looks, your itch… • Avoid making assumptions – do that and you’ve stopped listening.

35. Principles of Good Listening I • Avoid daydreaming • Anticipate what the speaker is going to say (but DON”T say it for him!) • Listen for main ideas (concentration needed!) • Keep QUIET and listen (difference between “to hear” and “to listen”) • Ask questions to clarify the message

36. Principles of Good Listening II • Do not tune-out the speaker • Consider and evaluate the facts • Establish empathy for the speaker • BE attentive • Exercise PATIENCE

37. Activity • Do these in groups of three or four. • Su Ling started working at a pet shop but after two weeks, she fell ill with dengue fever and had to be hospitalised for one week. The night before she was supposed to go back to work, she received an SMS from her boss – “Thank you for your past services. Please be informed that you need not report to work henceforth. A cheque will be mailed to you.” Discuss • a) what is wrong with the current situation • b) and ways to improve the situation.

38. Activity 2. Ben and Amos are room-mates, but they are very different. Ben is a neat freak and Amos is very messy. One day, Ben lost his temper, and threw all Amos’ stuff into a trash bag. When Amos got home, there was a big fight and now they are both not talking. As their best buddy, what would you pinpoint as the cause of the problem and how can you help Ben and Amos solve it.