Communication Skills ELE205 Mohammad R. Rawashdeh

1. Communication SkillsELE205Mohammad R. Rawashdeh Mohammar R. Rawashdeh

2. Communication SkillsELE205 Chapter One Communication Process Mohammad R. Rawashdeh emrawhi@yahoo.com Mohammar R. Rawashdeh

3. Outline • Communication definition. • Functions of communication. • Communication process model. • Types of noise. • Communication climate. • Communication tools. Mohammar R. Rawashdeh

4. Why we need Communication? • We need Communication to deal with people who are important in our life, work with, live with, learn with… Mohammar R. Rawashdeh

5. 1-Communication definition Communication means different things to different people. For example: For the supervisor of a job, it is the way of making sure that job is well done. So, we can define it: The process of receiving and transmitting messages. Mohammar R. Rawashdeh

6. 1-Communication definition Communication is shared understanding of: Feeling. Thoughts. Wants. Needs. And intentions of the communicators. Information. Mohammar R. Rawashdeh

7. 2-Functions of Communication Why we communicate? • Practical needs; buying food, securing a job, renting apartment, health, safely. • Social; meeting other people, demonstrate ties, friendships, relationships. Are social functions important? & What are the symptoms of failure of social functions? Mohammar R. Rawashdeh

8. 2-Functions of Communication cont. Why we communicate? c) Decision making; More information we receive, better decisions we make. We use information to decide: better job, who to marry, where to live, wear a coat or T-shirt. Mohammar R. Rawashdeh

9. 2-Functions of Communication cont. Why we communicate? d) Personal growth; intellectual, emotional, social & psychological growth. Through self expression and feedback from others. Feel appreciated and successful, obtain new information, increase awareness, new challenges & experiences….So, we grow as people Mohammar R. Rawashdeh

10. 3- Communication Process Model Mohammar R. Rawashdeh

11. 3- Communication Process Model 1-Sender & receiver: we can be considered as transceivers. (both sending & receiving messages simultaneously. 2- Encoding: senders originate a communication message. An idea comes into mind, and an attempt is made to put this thought into symbols the receiver will understand. Changing thoughts into symbols. Mohammar R. Rawashdeh

12. 3- Communication Process Model 3-Decoding: The receiver who is the distention of the communication message must assign meaning to the symbols so they can be understood. Encoding & decoding are unique for each person. Mohammar R. Rawashdeh

13. 3- Communication Process Model 4- Message: is the idea, thought, feeling, opinion, to be communicated. The messages can be clear (direct) or unclear. 5-Channel: The line through which the message travels from sender to receiver, such like: face to face, messages are carried by sound and light waves. Now, technology takes place: email, SMS, voicemail. Mohammar R. Rawashdeh

14. 3- Communication Process Model 6-Feedback: receiver’s response to the heard, seen or understood message. How the receiver feels about the message &/or sender 7-Noise:any interference that prevents shared understanding. Mohammar R. Rawashdeh

15. 3- Communication Process Model 8- Context: can be divided into: I. Social: deals with the relation between sender & receiver. With who you communicate with: boss, friend, father, son, leader, slave. II. Physical: will dictate what you say and how you say it, in class, home, coffee shop. Mohammar R. Rawashdeh

16. 4- Types of Noise • Internal Noise:the dialogues which occur inside our heads. • External Noise:noise in the environment. • Semantic Noise:occurs when sender and receiver have different meaning of words. Mohammar R. Rawashdeh

17. Internal Noise: (inside our head) Internal Noise includes: • Attitudes. • Beliefs. • Feeling. • Opinions that influence our ability to send and receive messages. e) Self concepts, how we feel, how we expect, daydreaming, preoccupation with personal problems are all forms of internal noise. Mohammar R. Rawashdeh

18. 2) External Noise • External noise deals with environment noise like other voices, buzzing of machines and so on. • It most affects personal inter-communications. • This type of noise is more obvious than internal noise and is easier to cope with. Mohammar R. Rawashdeh

19. 3) Semantic Noise • Occurs when sender and receiver have different meaning of words. • Semantic noise often occurs when technicians and lay people talk together. Mohammar R. Rawashdeh

20. How to overcome noise?? • Internal noise: being aware of topics and words that you reeling. • External noise: turn off noise sources. • Semantic Noise: take aware that people may have different meaning of some words. Mohammar R. Rawashdeh

21. Outline Communication definition. Functions of communication. Communication process model. Types of noise. Communication climate. Communication tools. Mohammar R. Rawashdeh

22. Communication climate : Communication climate is the environment in which communication either bloom or decay depending on the sum of elements (and their variations): Sender. Receiver. Channel. Method of communication. Objective of communication and others. Mohammar R. Rawashdeh

23. Communication climate • Good communication dose not just happen. • Effective communication happens when the people involved work to create a climate of openness, honest & respect. Mohammar R. Rawashdeh

24. Communication climate Effective communication happens when people act to minimize break downs that are likely to occur. Also, when they involved work to create a climate of openness, honest and respect.. Mohammar R. Rawashdeh

25. Communication climate Awareness of the following principles may prevent some breakdowns: We are always communicating: Intend or not, we spend more than 75% of our total time communicating. Mohammar R. Rawashdeh

26. Communication climate 2) The message sent is not necessarily the same message received: Some experts claim that 50% of our communication is misunderstood. Mohammar R. Rawashdeh

27. Communication climate 3) Who sends the message is a part of it:For example if we hear the message “I hate you” the meaning of message change if it were said by a stranger, friend or enemy or child or wife… Example: try to understand if your manager, enemy or stranger, says: ‘I love you’…!! Mohammar R. Rawashdeh

28. Communication climate 4) The meaning of words are inside of us:words do not mean people attach meaning to words. 5) Communication is learned: In general, communication is “culture bound” thus we can learn new and better ways of communication ( language, gesture, culture) in which we are raised Mohammar R. Rawashdeh

29. Communication Tools : A series of guidelines & skills for improving our interactions with others & assist effective communication. Overcoming barriers ( such like noise) Giving and getting feedback Recognizing and limiting overload Improving relations Remaining sensitive to organization structure Mohammar R. Rawashdeh

30. Communication Tools Overcoming barriers: Gossip: unsubstantiated, unproven, incorrect or unconfirmed rumor. Messages become distorted as they move from person to person poor communication. To overcome gossip: 1- Check facts by face to face with the people directly involved. 2- Don’t pass any message on. Mohammar R. Rawashdeh

31. Communication Tools Overcoming barriers: b) Gaps: occur because people are different in gender, age, position, cultural… Assuming that all people in a one group have a certain stereotype can produce divisions between people. We must questioning these stereotypes and focus our communication on individuals not on representative members Mohammar R. Rawashdeh

32. Communication Tools • Overcoming barriers: c) Loss of emotional control: is inability to control emotions, for example: • Skillful persuader may prevent listeners from receiving the information objectively. • Disagreeable or offensive topics cause defensive responses. • We can overcome by: - being aware of phrases , terms or topics that may create an emotional response. - Recognizing that people have different views of the world Mohammar R. Rawashdeh

33. Communication Tools Overcoming barriers: d) Defensiveness: tendency to misinterpret comments, like personal attack. E.g. lost equipment. Or to misinterpret another comments as a personal attack when that was not the intention. It can be minimized by developing an accurate self-concept by checking possible interpretations with speakers and by sharing feeling and thoughts honestly. e) In addition to the three types of noises we talk about earlier. Mohammar R. Rawashdeh

34. Outline Communication definition. Functions of communication. Communication process model. Types of noise. Communication climate. Communication tools. Mohammar R. Rawashdeh

35. Communication Tools : A series of guidelines and skills for improving our interactions with others: Overcoming barriers Giving and getting feedback Recognizing and limiting overload Improving relations And remaining sensitive to organization structure Mohammar R. Rawashdeh

36. Communication Tools 2) Giving and getting feedback: always worthwhile for increased understanding. The source of difficulty come from how we receive message and how we provide feedback. Make your feedback have the impact, it deserves by the manner and approach you use to deliver feedback. Mohammar R. Rawashdeh

37. Communication Tools Get feedback Sender/ Receiver Receiver/ Sender Give feedback 2) Giving and getting feedback Mohammar R. Rawashdeh

38. Communication Tools 2) Having and getting feedback: Giving feedback strategies : i. Make the feedback appropriate. Chose the time, the type, place, .. upon the sender request & when it is necessary to clarify the message ii. Make the feedback specific. iii. Make the feedback positive especially when it contains constructions criticism. Use positive feedbacks before & after negative ones. Do not make negative feedbacks in front of others. Mohammar R. Rawashdeh

39. Communication Tools 2) Having and getting feedback: b) Receiving feedback: • Ask for feedback then receive it openly. • Acknowledge the feedback, and thank the receiver. • Consider the feedback received. Be open suggestions, opinions & concerns the receiver may share with you. (improve your decision & make the listener feel values). • Suggestion boxes, open door policies and team meeting are ways to promote feedback. Mohammar R. Rawashdeh

40. Communication Tools 3) Recognizing and limiting information overload: Information overload occurs when you become burdened and overwhelmed by too much paper-based, electronic and verbal information. Information overload can lead to reduced productivity, added stress, difficulty of making decisions, and decreased attention span and memory. . Mohammar R. Rawashdeh

41. Communication Tools 3) Recognizing and limiting information overload: To combat this overload, it is essential to adopt effective strategies for managing information: Recognize overloads in others (acknowledge your awareness of their overload & ask for more time to meet). Recognize overloads in self (ask for help, let others know you are busy). Limit overload situations (arrange & schedule your communication in a realistic time frame). Mohammar R. Rawashdeh

42. Communication Tools 4) Improving relations: Positive regard: accept other people for who they are as human beings regardless f their money, power, color, … Empathy: develop an interest of others. Put yourself in their shoes Openness: share your own true feeling , thoughts & experience. Trust: Task trust: handing out paper work within the dead line. Carrying out whatever is expected of you. Interpersonal trust ( keeping secrets, defending people who unfairly criticized) Mohammar R. Rawashdeh

43. Communication Tools 5) Remaining sensitive to organization structure: Formal networks: Are those established by management and are often represented in organization charts. these networks identify a chain of command provide a feedback system and regulate the kind of communication. You must know your responsibilities which involve sending and receiving information through the proper channels in a specific chain. Mohammar R. Rawashdeh

44. Communication Tools 5) Remaining sensitive to organization structure: Formal networks: The greatest advantage is the structure they provide for getting the work done, however communication flow may be slow, cumbersome and impersonal. Such networks could save the company time and money .?? Mohammar R. Rawashdeh

45. Communication Tools 5) Remaining sensitive to organization structure b) Informal networks : Develop as the result of employee friendships, common interests and proximity workers have to one another outside of the chain. Mohammar R. Rawashdeh

46. Communication Tools 5) Remaining sensitive to organization structure b) Informal networks : They build morale and establish rapport by providing face-to-face contact, immediate feedback, and additional information. They may generate inaccurate or incomplete information, gossip, or cause resentment among workers who are not a part of the network. Mohammar R. Rawashdeh

47. Communication Tools 5) Remaining sensitive to organization structure In summery: Sensitivity to organizational structure requires that you understand informal and formal networks and keep in mind the advantages and disadvantages of both Mohammar R. Rawashdeh

48. Conclusion: Communication is a process that satisfies basic human needs. In order to communicate effectively we need to understand the elements, principles, and barriers that influence this process. Also we need to develop strategies that will promote understanding Mohammar R. Rawashdeh

49. End of chapter 1Any Question? Mohammar R. Rawashdeh