Transcript full notes
Communication Skills
Communication Skills
Empathy
Attentiveness
Listening
Articulation
Other-orientation
Fluency
Adaptability
Communication Process
Point is to convey
meanings
Goal is to achieve
understanding
Figurative
Literal meanings
Culturally-based
Communication Process
Roles change throughout the process
Sender
Initiates the message
Encodes
Message
Object of interaction
Communication Structure
Channel
Medium through which message is sent
One-way, two-way
Receiver
Receives message
Decodes (interprets) message
Communication Structure
Feedback
Reaction
Response
Provides clarification
Noise
Interference
Internal (individual)/External (environment)
Lessens communication effectiveness
Functions
Persuasion
Adoption of ideas
Information sharing
One-way
Two-way
Up/down chain of command
Peer to peer
Functions
Social/Expressive
Command
Express emotions
Dictate
Instruct
Conflict Resolution
Must be desired by those involved
Effective Communication
Internal factors
Shared meanings
Sender/receiver bias
Individual readiness
Skills
External factors
Environment
Timing
Noise
Effective Communication
Credibility
Character
Composure
Competence
Professionalism
Appearance
Attitude
Confidence
Increasing Effectiveness
Know your audience
Speak/write to their level
Be other-oriented
Communicate to share ideas
Consider content and affect
Understand intent and
interpretation issues
Effective Communication: Six C’s
Clear
Concise
Correct
Complete
Courteous
Convincing
Miscommunication
Improper encode
Ambiguous
Inappropriate channel
Intrusive noise
Misinterpretation
Inadequate feedback
Communication Barriers
Sender
Lack of credibility
Disorganized
Strong emotions
Too much at once
Receiver
Defensiveness
Poor listening skills
Incorrect assumptions
Communication Barriers
Group problems
Lack of cohesion
Lack of openness
Lack of willingness
Cultural differences
Internal biases
Ineffective leadership
Verbal Language Skills
Right information at the right time
Silence is often virtuous
Strong and appropriate vocabulary
Know information to be shared
Understand personalities
Develop cultural competence
Read, retain information
Listening Skills
Empathic
Relationship focused
Understand views
Understand feelings
Comprehensive
Goal is understanding what is said and
what is not said
Message and context
Listening Skills
Critical
Evaluating ideas
Discerning the ‘truth’
Appreciative
For pleasure
Stimulates the mind, senses
Listening Skills
Attending
To hear, not to hear
Paying attention
SOLER technique
Following
Nonverbal door openers
Interpretive statements
Attentive silences
Listening Skills
Reflecting
Paraphrasing
Reflecting meaning
Summarizing
Restating to ensure
understanding
Intercultural Communication
Communicators hold different
cultural beliefs
Understand perceptions of power
Use care with generalizations
Be aware of group understanding
Word choice
Comprehension
Ethnic Variations
Ethnocentrism
Styles of communication
Elaborate
Exacting
Succinct
Degree of familiarity
Family or street language
Racism in Language
Promotes exclusion
Word choice affects acceptance
of leader
Connotations
Denotations
Avoid inappropriate labeling
Gender and Language
Women
Intimacy
Connection
Relationship
Problems
Listening
Men
Independence
Status
Information
Solutions
Lecturing
Sexism in Language
Ignoring gender
Defining gender
“Chairman”
“Women and children”
Deprecating gender
“Women’s work”
Facilitation and Processing
Help group members learn about
selves, the team
Build a sense of ‘team’, increase
cohesion
Can aid in the therapeutic process
Helps a group to achieve goals
Requires trained leaders
Facilitation and Processing
Essential leader skills
Preparation
Caring attitude
Personal communication
skills
General communication
strategies
Strong conceptual,
interpersonal, task skills
Facilitation and Processing
Five approaches
Let the experience speak for itself
Speak for the experience
Debrief the experience
Directly frontload the experience
Frame the experience
Facilitation and Processing
Questioning skills
Transfer of learning
Front loading
Framing
Analogies
Metaphors
Real world