Transcript The Communication Process

Communication
Session Outline
The Communication Process
Sending Messages Effectively
Receiving Messages Effectively
Breakdowns in Communication
Confrontation
Constructive Criticism
The
Communication
Process
Good communication skills are
among the most important
ingredients contributing to the
performance enhancement and
personal growth of sport and
exercise participants.
Purposes of
Communication
Persuasion
Evaluation
Information
Motivation
Problem solving
Types of
Communication
Interpersonal communication
(at least two persons in a
meaningful exchange)
Nonverbal communication
Intrapersonal communication
(self-talk—the communication
we have with ourselves)
The Communication
Process
Sending Messages
Effectively
2. Nonverbal message characteristics
Physical appearance
Posture
Body position
Gestures
Touching
(continued)
Sending Messages
Effectively
2. Nonverbal message characteristics
Facial expression
Voice characteristics
Sending Messages
Effectively
The importance of nonverbal
messages:
Nonverbal messages are harder to
hide and consciously control, so they
are more accurate indicators of how
a person feels.
Sending Messages
Effectively
1. Be direct.
2. Own your message.
3. Be complete and specific.
4. Be clear and consistent.
5. State your needs and feelings clearly.
6. Separate fact from opinion.
(continued)
Sending Messages
Effectively
7. Focus on one thing at a time.
8. Deliver messages immediately.
9. Avoid hidden agendas.
10. Be supportive.
11. Be consistent with your
nonverbal messages.
12. Reinforce with repetition.
(continued)
Sending Messages
Effectively
13. Make messages appropriate to
the receiver’s frame of reference.
14. Look for feedback that your
message was accurately
interpreted.
Receiving Messages
Effectively
Active Listening
Asking questions; paraphrasing;
attending to main and supporting
ideas: acknowledging and
responding, giving appropriate
feedback, and paying attention to
the speaker’s total communication
(verbal and nonverbal).
Receiving Messages
Effectively
Keys to
active
listening
Paraphrase what the
speaker said.
Don’t mistake hearing for
listening.
Mentally prepare to listen.
Receiving Messages
Effectively
Supportive
Listening
Communicating that you are
“with” the speaker and value his
or her messages.
Receiving Messages
Effectively
Keys to
supportive
listening
Use supportive behaviors.
Use conforming behaviors.
Use verbal and nonverbal
listening behaviors.
Receiving Messages
Effectively
Aware
Listening
Realize that people react individually
or differently to the way you
communicate.
Receiving Messages
Effectively
Keys to
aware
listening
Be flexible.
Be alert for barriers and
breakdowns in communication.
Breakdowns in
Communication
Sender
failures
Poorly transmitted messages
(ambiguity; inconsistency)
Receiver
failures
Failure to listen carefully
(misinterpretation)
Barriers to Effective
Communication
Receiver not paying attention to
the sender
Lack of trust between the individuals
attempting to communicate
Socialization and hereditary differences,
causing misinterpretations between the
sender and receiver
Differences in the mental set or
perception between people
(continued)
Barriers to Effective
Communication
Embarrassment interferes
Tendency to tell people what they want
to hear
Difficulties in expression or reluctance to
communicate
Confrontation
A face-to-face discussion among
people in conflict. While
confrontation is often seen
as negative, when properly used,
it is a part of effective
communication.
When to use (or avoid)
confrontation
Don’t confront someone when
you are angry.
Do confront someone when you are in
control, can express your feelings
constructively, and have a
well-thought-out reason for doing so.
How to Confront
Express feelings constructively.
Think before you speak.
Understand the situation and person.
Be empathetic.
(continued)
How to Confront
Be tentative, but not wishy-washy.
Proceed gradually.
Dos and Don’ts
of Confronting
DO convey that you value your
relationship with the person.
DO go slowly and think about what
you want to communicate.
DO try to understand the other
person’s position.
DO listen carefully to what the other
person is trying to communicate.
(continued)
Dos and Don’ts
of Confronting
DON’T communicate the solution.
Rather, focus on the problem.
DON’T stop communicating.
DON’T use “put-downs”.
DON’T rely on nonverbal hints to
communicate your thoughts.
The Sandwich Approach
to Constructive Criticism
A positive statement
Future-oriented instruction
A compliment
Example of the
Sandwich Approach
Positive statement:
“Sally, you are really working
hard out there.”
Future-oriented statement:
“Next time try to slow down and
not get ahead of the music.”
Compliment:
“You’re getting there;
keep up the good work!”