Transcript Document

Communication
“ The process by
which two or more
parties exchange
information and
share meanings ”
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Purposes of Communication
Influence
and
Get Action
To achieve the organisation’s and/or your objectives
Share
Information
Express
Emotions
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Internet Memos
Leaflets
Presentations
Interviews
Meetings
Communication Body
Language
Reports
Telephone
Conversation
Email
Gossip
Posters
Letters
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Getting Information
Contribution of Five Senses
See
Hear
Touch
Smell
Taste
75%
13%
6%
3%
3%
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Information Retention
Read
Heard
Seen
Heard and Seen
Said
Said and Done
10%
20%
30%
50%
70%
90%
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Understanding Information
60%
50%
40%
30%
Words
Voice/T one
Body Movement
20%
10%
0%
Words
% Contribution
7%
Voice/Tone
38%
Body Movement
55%
93% of understanding comes from
body language and expression
Albert Melrabiam
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Look at the chart and say the
colour, not the word …
YELLOW BLUE ORANGE
BLACK RED GREEN
PURPLE YELLOW RED
ORANGE GREEN BLACK
BLUE RED PURPLE
GREEN BLUE ORANGE
GREEN RED BLUE
YELLOW BLUE BLACK
RED BLUE GREEN
BLACK RED YELLOW
GREEN BLUE BLACK
BLUE RED PURPLE
Left – Right Conflict
Your right brain tries to say the colour
Your left brain insists on reading the word
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We are all different and so…
We use eyes/ears/feelings to take in information
from some external event
We can take in 11m bits
We process and filter information …
of information per second,
• Delete
• Generalise
• Distort
can consciously process
only 40 bits, and hold or
use only 7 bits at a time.
Influenced by our patterns of thinking based on…
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Experience and memories
Beliefs and values
Language
Culture
To create our ‘map’ or internal representation of
the way things are…our perception
• “the map is not the territory”.
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Patterns of thinking…
Influence how you see and experience the world
Filter what you give attention to
Become habitual patterns in how we think, make decisions
and behave
How you think about things provides your motivation to act
Communication improves if you can understand where both
you and the other person are coming from…
Examples of Divergent Patterns of Thinking
Detail…………………………………..Big Picture
Internally Referenced…………….Externally Referenced
Options………………………………..Procedures
Similarity……………………………..Difference
Away From……………………………Towards
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Things Get Distorted
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Presentation is Important
Which centre circle is bigger?
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We See Things Differently
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Clampitt’s Model of Communication
Arrow
X
X
X
X
X
X
X
X
Dance
X XXXXX
X
XX
X
XX
X
X
X
Circuit
X
X
X
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Planning to Communicate
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What do you want to communicate?
What do want to happen as a result?
Who with – think in “segments”
How might you do it?
What are the barriers?
How will you do it?
When?
Supporting and coordinating action
Follow-up and review
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Barriers to Communication
Lack of clear objectives
Organisational structures
False assumptions
People not taking
Jargon
personal responsibility
Culture
to communicate.
Noise
Transmission errors
Filtering of messages
Irrelevant data
Too much communication
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I know that you believe you
understand what you think
I said but, I am not sure
you realise that what you
heard is not what I meant!
Are we clear? Crystal!
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