Communication is simply the act of transferring information from one place to another.

1. Communication is simply the act of transferring information from one place to another.

2. Communication is the sharing of messages between individuals. It may be transmitted orally, by the written word or by the use of body language.

3. There are different categories of communication: • Spoken or Verbal Communication: face-to-face, telephone, radio or television and other media. • Non-Verbal Communication: body language, gestures, how we dress or act - even our scent. • Written Communication: letters, e-mails, books, magazines, the Internet or via other media. • Visualizations: graphs and charts, maps, logos and other visualizations can communicate messages.

4. The desired outcome or goal of any communication process is understanding.

6. The Communication Process A message or communication is sent by the sender through a communication channel (verbal, nonverbal, written, visual)to a receiver, or to multiple receivers. The sender must encode the message (the information being conveyed) into a form that is appropriate to the communication channel, and the receiver(s) then decodes the message to understand its meaning and significance.

7. Communication Channels is the way in which we communicate. • There are multiple communication channels available: • face-to-face conversations, • telephone calls, • text messages, • email, • the Internet (including social media such as Facebook and Twitter), • radio and TV, • written letters, brochures and reports.

8. Misunderstanding can occur at any stage of the communication process Effective communication involves minimizing potential misunderstanding and overcoming any barriers to communication at each stage in the communication process.

9. Barriers: A skilled communicator must be aware of these barriers and try to reduce their impact by continually checking understanding and by offering appropriate feedback. • The use of jargon. Over-complicated, unfamiliar and/or technical terms. • Emotional barriers and taboos. Some people may find it difficult to express their emotions and some topics may be completely 'off-limits' or taboo. • Lack of attention, interest, distractions, or irrelevance to the receiver. (Differences in perception and viewpoint.) • Physical disabilities such as hearing problems or speech difficulties. • Physical barriers to non-verbal communication. Not being able to see the nonverbal cues, gestures, posture and general body language can make communication less effective.

10. Barriers: A skilled communicator must be aware of these barriers and try to reduce their impact by continually checking understanding and by offering appropriate feedback. • Language differences and the difficulty in understanding unfamiliar accents. • Expectations and prejudices which may lead to false assumptions or stereotyping.  People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions. • Cultural differences.  The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings.

11. Personal space

12. Encoding Messages • All messages must be encoded into a form that can be conveyed by the communication channel chosen for the message.

13. Communication Channel • Choosing an appropriate communication channel is vital for effective communication as each communication channel has different strengths and weaknesses.

14. Decoding Messages • Once received, the receiver/s need to decode the message. Successful decoding is also a vital communication skill.

15. Feedback • Receivers of messages are likely to provide feedback on how they have understood the messages through both verbal and non-verbal reactions

16. Effective communicators • Pay close attention to this feedback as it the only way to assess whether the message has been understood as intended, and it allows any confusion to be corrected.

17. Listening Tips • Paraphrase • The message to the speaker in order to confirm your understanding • Repeat • The message to help you remember what was said • Probe • For missing information • Clarify • Any points that you might not completely understand • Remember • The important points of the message for future application/use

19. 7 Levels of Listening • Not Listening • Not paying attention to or ignoring the other person’s communication • Pretend Listening • Giving the impression that you are paying attention • Partially Listening • Focusing on part of the other person’s communication • Focused Listening • Giving the other person your undivided attention

20. 7 Levels of Listening • Interpretive Listening 1. Going beyond paying attention and trying to fully understand • Interactive :Listening 1. Being involved. Asking clarifying questions / acknowledging understanding • Engaged Listening 1. Being fully engaged. Listening to the other person’s views, feelings, interpretations, values, etc., concerning the communication and sharing yours as well with the other person(s). 2. Engaged in listening, both parties are given the opportunity to fully express their views, feelings and ideas.

21. Therapeutic Communication • Therapeutic communication is a tool employed by health professionals to facilitate discussion with the patient. • It is an important part of building a therapeutic interpersonal relationship, whether educating the patient or eliciting information for analysis.

23. Gesture: Brisk, erect walkMeaning:Confidence • Gesture: Standing with hands on hipsMeaning: Readiness, aggression • Gesture: Sitting with legs crossed, foot kicking slightlyMeaning:Boredom • Gesture: Sitting, legs apartMeaning: Open, relaxed • Gesture: Arms crossed on chestMeaning: Defensiveness

24. Gesture: Walking with hands in pockets, shoulders hunchedMeaning:Dejection • Gesture: Hand to cheekMeaning: Evaluation, thinking • Gesture: Touching, slightly rubbing noseMeaning: Rejection, doubt, lying • Gesture: Rubbing the eyeMeaning: Doubt, disbelief • Gesture: Hands clasped behind backMeaning: Anger, frustration, apprehension

25. Gesture: Locked anklesMeaning:Apprehension • Gesture: Head resting in hand, eyes downcastMeaning:Boredom • Gesture: Rubbing handsMeaning:Anticipation • Gesture: Sitting with hands clasped behind head, legs crossedMeaning: Confidence, superiority • Gesture: Open palmMeaning: Sincerity, openness, innocence

26. Gesture: Pinching bridge of nose, eyes closedMeaning: Negative evaluation • Gesture: Tapping or drumming fingersMeaning:Impatience • Gesture:Steepling fingersMeaning:Authoritative • Gesture: Patting/fondling hairMeaning: Lack of self-confidence; insecurity • Gesture: Quickly tilted headMeaning: Interest

27. Gesture: Stroking chinMeaning: Trying to make a decision • Gesture: Looking down, face turned awayMeaning:Disbelief • Gesture: Biting nailsMeaning: Insecurity, nervousness • Gesture: Pulling or tugging at earMeaning:Indecision • Gesture: Prolonged tilted headMeaning: Boredom

28. Passive, Aggressive, AssertiveCommunication

29. Passive Communication • When using passive communication, an individual does not express their needs or feelings • Passive individuals often do not respond to hurtful situations, and instead allow themselves to be taken advantage of or the be treated unfairly • Traits of Passive Communication • Poor eye contact • Allows others to infringe upon their rights • Softly spoken • Allows others to take advantage

30. Aggressive Communication • Aggressive communicators violate the rights of others when expressing their own feelings and needs. • They may be verbally abusive to further their own interests • Traits of Aggressive Communication • Use of criticism, humiliation, and domination • Frequent interruptions and failure to listen to others • Easily frustrated • Speaking in a loud or overbearing manner

31. Assertive Communication • With assertive communication, an individual expresses their feelings and needs in a way that also respects the rights of others. • This mode of communication displays respect for each individual who is engaged in the exchange • Traits of Assertive Communication • Listens without interrupting • Clearly states needs and wants • Stands up for personal rights • Good eye contact