Transcript Communication

Human Relations
 The term Human Relations refers to
relationships between people.
 The relationship can be formal or informal,
close or distant, emotional or unemotional.
The Basics of Communicating
with others
Interpersonal communication skills are the tools
we use to let others know what we think, feel,
need, and want.
And they are how we let others know that we
understand what they think, feel, need, and
want.
What is communication?
 Communication is the activity of conveying
information, thoughts, and ideas.
 Communication requires:
 a sender
 a message
 intended recipient / receiver
Includes both the spoken and written word
The communication process is complete once
the receiver has understood the sender.
Verbal Communication
Verbal Communication
Exchange of information using words.
Includes both the spoken or written word.
Nonverbal communication:
Sending and receiving
wordless messages
 Expresses more of the meaning of a message
than verbal communication
 Understanding the message
 1. 7% by spoken word
 2. 38% by the tone of the voice
 3. 55% by body language
Types of nonverbal
communication
 Humans pride themselves on their seemingly
unique ability to verbalize feelings and ideas.
 While the mouth tells one story, gestures and
posture may tell a different story.
Gestures
1. Express variety of feelings
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Contempt
Hostility
Approval
Affection
2. Can be used in addition to words
3. Differ by culture
Gestures should be observed in clusters to provide a more
accurate picture of person being observed
Each gesture is like a sentence
The sum total of postures and gestures relate a non-verbal
story
 Behavioral scientists have found that some
basic communication gestures are universal
and believed to be inherent
 Examples are: smiling, shrugging, nodding
 Children tend to exaggerate these gestures
making their body language easy to read
Body Language and Posture
1. Unconscious barrier between you and the
receiver – crossing arms
2. Sign of disbelief - scratching the chin
3. Good health and positive attitude – shown by
erect posture
4. Fatigue -slumped posture
5. Angry - clenched fist
6. Anxiety - clearing the throat
7. Assertiveness - pointing finger
8. Boredom - leaning on one's elbow with the
chin in the hand
9. Boredom - wiggling a foot
10. Concealing something - no eye contact
11. Defiant - hands on hips
12. Dominance - sitting backwards on a chair
13. Doubtful - touching ear
14. Everything under control - thumbs in belt or
pants
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Expectation - rubbing palms
Feeling superior - hands behind one's back
Guilt - lowering the eyes
Honesty - open palms occasionally touching
the chest
19. Impatience - tapping or drumming fingers
20. Insecurity - biting fingernails
21. Interest in someone or something - tilted
head
22. Lack of confidence - failing to look someone
in the eyes
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Lying - touches face
Making a decision - stroking chin
Needing reassurance - hand to throat
Nervous - fiddling with items
Readiness - standing with hands on hips
Rejecting what is being said - rubbing nose
Unconcerned - leg swung over chair
Unwilling - arms crossed tightly across
chest
Facial Expressions
1. Most expressive part of the body
2. Seven universally accepted emotions shown
 fear
 anger
 surprise
 contempt
 disgust
 happiness
 sadness
Eye Contact
1. Often initiates communication
2. Good contact means respect, a willingness to
listen, and to keep communication open
3. Looking away means anxiety,
defenselessness, or avoidance of
communication
4. Cultural Differences
 a. view eye contact as an invasion of privacy
 b. eye contact considered disrespectful
Object communication such
as clothing, hairstyles,
graphics, and symbols
 Healthy people with good self-esteem pay
attention to dress and grooming
 People feeling ill show much less interest in
appearance and dress
Touch
 Multiple meanings
 positive message: affirmation, reassurance,
share warmth, approval and emotional support
 negative message: anger, frustration,
punishment, invasion of personal space
Nonverbal
Communication Activity
Survey of Nonverbal Impressions
Photographs
Elements of effective
communication
The message must be clear
1. Use terms that the receiver can understand
2. Know the developmental level of the other
person and use language appropriate to that
level.
3. Deliver the message in a clear and concise
manner
 Good grammar and correct pronunciation are
essential
 Avoid slang terms, words with double
meanings, or meaningless phrases such as
“you know”, or “all that stuff”
 The tone and pitch of voice are important
 Do not speak too fast or too slowly
 Written communication - the message should
be spelled correctly, contain correct grammar,
proper punctuation, and it should be concise.
4. The receiver must be able to hear and receive
the message
 People may be heavily medicated, have a
hearing or vision loss, or speak a different
language
 Use alternate ways to communicate such as
writing the message out, using an interpreter,
or repeating the message
5. The receiver must be able to understand the
message
 Use terms the person understands
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The person’s attitudes and prejudices may
interfere with understanding
Your own attitudes and prejudices may
interfere with understanding
6. Interruptions or distractions must be avoided
 Trying to talk while answering the phone or
writing a message will decrease the
effectiveness of communication
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Environmental factors may affect
communication, (e.g. uncomfortable
temperatures or loud noises such as a loud
TV or radio may interfere with
communication)
Conversation
1. Control the tone of your voice: convey interest
instead of boredom, patience rather than anger
2. Be knowledgeable about the topic of
conversation: be honest and confident
3. Be flexible: you may want to discuss a certain
subject and the other person wants to discuss
something else
4. Be clear and concise: stay on one subject at a
time
5. Avoid words that might have different
interpretations
6. Be truthful
7. Keep an open mind: others have valuable
contributions
8. Take advantage of available opportunities
Therapeutic communication
skills
Listening
Silence
Offering Self
Reflection
Encouraging elaboration
General leading statements
Giving information
Open ended questions
Listening
Active listening is a foundation communication
skill.
It is a primary assumption that the listener is
trying to understand the speaker’s point of
view or experience.
Key Tips for Active Listening
The following tips, though not always
possible in a given moment or place,
will aid our effort to hear and
understand what the speaker is saying.
Choose to listen
 Be alert and relaxed and take sufficient time
 Maintain eye contact
 Indicate that you are paying attention to what the
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other person is saying
Find a good space
Respond vs React
“Hear” as well as listen
Be patient
Learn
Be kind
Follow their lead
Listen for content and emotion
Ask questions
Silence
 Take the time to wait for the person to initiate
or to continue speaking
 Allow the person time to reflect on what has
been said and to collect thoughts
Offering Self: Can I help
in some way?
 Shows caring and concern
 Shows readiness to help
Reflection: repeating
what the person has said
 Validating the meaning of what was
communicated.
 Encourages further verbalization
Encouraging Elaboration:
Tell me how that felt.
 Used to elicit information about a subject
 Helps the person clarify unclear thoughts or
ideas
General Leading
Statements: Go on. I
see.
 Used to get interaction started
 Encourages the other person to continue or
elaborate
Giving Information
 Informs the person of specific, relevant
information
 Requires feedback to make sure the other
person receives the correct information
Open Ended Questions: “Tell
me about your day,” rather
than, “How was your day?”
 Encourages elaboration rather than a 1 or 2
word answer
 Creates an inviting atmosphere for sharing
thoughts, and feelings
Non Therapeutic
Communication skills
Don’t use cliches – offers false reassurance
Don’t use questions beginning with why or howputs the other person on the defensive
Don’t keep changing the subject – indication of not
caring and ignoring the other person
Don’t use judgemental comments – belittles what
the other person is feeling
Communication Barriers
Anything that gets in the way of clear
communication.
Common Barriers:
Prejudices
Gender bias
Attitudes
Personality
Stereotypes
Cultural diversity
Physical Barriers
Subliminal Correspondence
Dear Dad,
$chool i$ really great. I am making lot$ of friend$ and
$tudying very hard. With all my $tuff, I $imply can’t think of
anything I need, $o if you would like, you can ju$t $end me a
card, a$ I would love to hear from you.
Love,
Your $on
--------------------------------------------------------------------Dear Son,
I kNOw that astroNOmy, and ecoNOmics, and oceaNOgraphy are
eNOugh to keep even an hoNOr student busy. Do NOt forget
that the pursuit of kNOwledge is a NOble task, and you can
never study eNOugh.
Love,
Dad
Mobile Manners: Cell
Phone Etiquette
Etiquette
 A set of rules we all agree to follow in order to
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be considerate toward others
It is a question of awareness of how your
actions affect others.
Simple guidelines of common courtesy
Contribute to a more polite society
Just a matter of being considerate of others
The Simple Rules of
Etiquette
Modulate your voice.
 Use your “inside voice”: a quiet conversational
tone.
 There is no need to shout into or at a phone.
 Cell phones have sensitive microphones that
can pick up a very soft voice while blocking
out ambient noise.
10-foot Proximity Rule
 Maintain a distance of at least 10 feet from
the nearest person when taking on a cell
phone.
 Don’t force others to overhear your personal
business.
 Bystanders can hear the steady streams of
shocking and confidential revelations that are
blurted out by cell phone users.
 Private issues should be kept private.
 Forcing others to hear your phone
conversations is an intrusion on their thoughts.
 Imposes, infringes, intrudes
 Keep your conversation private.
Love the One You’re With
 Avoid taking calls when you’re already
engaged in a face-to-face conversation.
 Gives the impression that you do not value the
person in front of you
 It is inconsiderate to take a call in the middle
of a conversation.
 Never take a personal call during a business
meeting.
 This includes interviews and meetings with
coworkers or subordinates
 If you must take a call, ask permission of the
people with you.
 The same principle applies when you are
ordering food.
 Give the waiter your attention.
 Don’t just point to a menu item and shake your
head.
 The same set of rules for texting during faceto-face
conversations – it is rude
 Ear plugs
 Many are near invisible
 People cannot tell if you are talking to them,
someone on the cell, or your invisible friend
Keep it Short.
 Keep public conversations brief.
 You can get back to the caller when you’re not
in a public place.
Lights Out, Phones Off
 Put your phone’s ringer on “silent” in theaters,
courtrooms, places of worship, and restaurants.
 Don’t light up your phone’s screen in a dark
theater.
 If you forget to turn your phone off or set it to
silent, don’t answer it if it rings – turn it off
immediately.
 You can leave the room and return the call.
 Just let the caller leave you a message, and get
back to them later.
 No Talking Zones
 Elevators, libraries, museums, restaurants,
cemeteries, theaters, medical offices, and enclosed
public spaces
 Avoid annoying ring tones.
 Not everyone appreciates hearing your
favorite song or obnoxious ringtones when
your phone signals that you have a call.
 Programming your phone so that a caller will
hear a music selection instead of a simple ring
tone can be a source of aggravation to the
caller.
 Keep it simple
Hang up and drive.
 Multitasking isn’t always a good thing.
 Most calls can wait until you’ve reached your
destination.
 If the call is upsetting, it will affect your ability
to drive safely
Technology and manners are compatible.
 Inform your friends that you have adopted
“Mobile Manners.”
 Encourage them to do the same.
Time to put the words into
action…