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COMMUNICATIONS PROCESS

COMMUNICATIONS PROCESS. Overview. Definition of communication Elements of the communication process Cross-cultural communication Effective and active listening Deterrents to effective listening Methods of enhancing listening Feedback The reasons for giving feedback

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COMMUNICATIONS PROCESS

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  1. COMMUNICATIONSPROCESS

  2. Overview • Definition of communication • Elements of the communication process • Cross-cultural communication • Effective and active listening • Deterrents to effective listening • Methods of enhancing listening • Feedback • The reasons for giving feedback • The guidelines for giving feedback • The guidelines for receiving feedback

  3. Communication Process by which information is exchanged between individuals through a common system of symbols, signs or behavior.

  4. Elements of the Communication Process • Sender • Encode • Message • Receiver • Decode • Feedback

  5. Styles of Communication • Friendly, Sociable • Directive,Persuasive, Demanding, Blaming • Speculative, Intuitive, Searching, Exploring, or Intellectual • Disclosing, Revealing, Explicit, Responsive, Accepting, and Aware

  6. Cross-Cultural Communication • Social Courtesies • Flow of Information • Culture • Assertiveness • Honesty

  7. Effective / Active Listening • Effective Listening • Word meaning • Active Listening • Content / Feeling

  8. Deterrents to Effective / Active Listening • Assuming in advance • Mentally criticizing • Listening only to the facts • Outlining everything • Permitting the speaker to be inaudible • Avoid technical messages • Over-reacting • Withdrawing attention

  9. Elements to Effective/Active Listening • Content: Subject being addressed • Feelings: Emotion displayed when discussing the subject. • Process: The manner the speaker delivers the subject matter • Clarification: Questions asked to seek understanding

  10. Active Listening Skills • Check attitude and atmosphere • Keep the channel open and avoid short circuits • Listening requires response from listener • Keep the door open

  11. Methods for Improving Listening Skills • Try to understand the intent and listen for main points. • Listen now, clarify later. • Concentrate on the message, not the person. • Analyze your reactions as you listen.

  12. Methods to Test Understanding • Parroting • Paraphrasing • Clarifying

  13. PRACTICAL EXERCISE

  14. 10 MINUTE BREAK

  15. ARENA (A) Things I know Things you know BLIND SPOT  (B) Things I do not know about myself that you know FACADE (C) You do not know that I know UNKNOWN (D) Things you do not know and things I do not know JOHARI Window Model

  16. ARENA BLIND SPOT FACADE UNKNOWN JOHARI Window Known to Self Unknown to Self Known to Others Unknown to Others

  17. Effective Feedback Verbal or nonverbal communication to a person or group providing information as to how their behavior is affecting or influencing you.

  18. Reasons for Giving & Receiving Feedback • Personal growth • Find out about self • Gain insight • Open environment

  19. Guidelines for giving Feedback • Specific rather than general • Focused on behavior • Takes into account the needs of the receiver • Solicited • Sharing of information rather than advice • Well timed • Involves the amount of information receiver can use • Checked for clear communication • Evaluate not Judge

  20. How to give Feedback • When the other person has indicated willingness to receive it. • Unsolicited feedback • Use terms that describe other’s behavior with the least amount of interpretation and that accurately describes the behavior. • Be timely

  21. How to receive Feedback • Be non-defensive • Ask for more information • Say that you do not want feedback

  22. What to do with Feedback • Think about it • Use it • Forget it

  23. Summary • Definition of communication • Elements of the communication process • Cross-cultural communication • Effective and active listening • Deterrents to effective listening • Methods of enhancing listening • Feedback • The reasons for giving feedback • The guidelines for giving feedback • The guidelines for receiving feedback

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