Transcript full notes

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