Transcript Chapter 15: Communication Skills

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Communication is the process of sending and
receiving messages between people.
Verbal communication means sending
messages with words. You use words to
communicate face to face, on the phone and
in writing.
Nonverbal communication involves sending
messages without words through the use of
facial expressions and gestures.
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People combine verbal and nonverbal messages
to communicate their thoughts and feelings.
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Communication is a two-way street—one person
sends messages and another receives them.
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When all goes well, messages are sent and
received correctly. All too often they aren’t
transmitted or interpreted as intended.
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1. Unclear messages
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2. Misunderstandings
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3. Poor listening skills
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4. Not focusing
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5. Not concentrating
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6. Poor language skills
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7. Culture
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To express yourself clearly, you need to be
aware of what you say and how you say it.
Effective communication is a skill that can be
learned, practiced, and improved.
With “I” messages you say how you feel and
what you think rather than criticizing
someone else.
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They have three parts:
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“I feel…” (name an emotion.)
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“when you …” (name a behavior)
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“because …” (explain why it bothers you)
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People send messages with the tone of their
voices. Be aware of how your words sound.
Knowing how you sound helps ensure that
you send the messages you intend to send.
Body language refers to a person’s posture,
facial expressions, gestures, and way of
moving.
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It affects not only how others see you, but
also how they react to your verbal message.
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Eye contact —direct visual contact with
another person’s eyes is an important
element of body language. Using eye contact
shows that you are interested, confident, and
friendly, and that you mean what you say.
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Controlling body language is one way to
manage the image that you project to others.
Attending to your appearance is another.
How people act and what they say is more
important than how they look, but clothes do
send a message. Good grooming plays a role
in sending a message, too.
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When tour words and body language don’t
communicate the same thing, you send a
mixed message. They cause confusion.
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Choosing Time and Place
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1. Be sure that the other person is willing and
able to listen.
2. Avoid times when emotions will hinder the
message.
3. Make sure the other person isn’t
distracted.
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The way you speak can be just as important
as what you say. You’re more likely to get
your message across if you’re assertive—you
express your ideas and opinions firmly and
with confidence. You mean what you say.
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This is not being aggressive—overly forceful
and pushy. These people think that by being
aggressive they will persuade others to their
point of view. Often, the opposite happens.
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People who have a passive communication
style keep their opinions to themselves and
give in to the influence of others. Some
passive people are too timid to express an
opinion. Others don’t know what their
opinion is. They find it easier to follow the
crowd.
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Hearing is just a physical action—receiving
sound waves. Active listening is
concentrating on what is said so that you
understand and remember the message. It
helps strengthen relationships because it
promotes real understanding. People who
make an effort to listen are less self-absorbed
and more likely to learn from others.
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1. Keep an open mind. Be prepared to accept
the other person’s point of view.
2. Eliminate distractions.
3. Listen with a purpose. Think about why
you are listening.
4. Make eye contact.
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5. Focus your attention. Think about what’s
being said, not how you’ll respond.
6. Control negative emotions. If the
speaker’s message upsets you, focus on
staying calm and listening.
7. Don’t cut the speaker off. Let the person
who is speaking finish at his or her own pace.
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Feedback is a part of any two-way
communication. Feedback occurs when a
listener lets a speaker know that he or she is
trying to understand the message being
delivered.
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Interject a comment when the speaker
pauses.
Express your interest by asking questions
that lead to more conversation.
Restate what the other person said in your
own words. Then ask whether you
understood the message.
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When the other person is upset and needs to
unload negative feelings, show empathy. Use
such phrases as “that sounds unfair” or “you
must have been so hurt.” Don’t feel you need
to solve the problem. Having someone to
listen may be all that the speaker needs.
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Remember that criticism is often well
meant—may be trying to help. Keep an open
mind and consider comments that seem
intended to help. If the criticism is spiteful or
inaccurate, ignore it. You don’t have to
respond to negative comments not do you
have to dwell on them. Learn to recognize
the type of criticism.
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You cannot “read” facial expressions or body
language nor have eye contact. You need to
make the effort to express yourself clearly to
be sure the person understood you. Using
active listening and providing feedback
become more essential in phone
conversations.
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Find a convenient time. Have them call back
if not convenient.
Find a convenient place. On a cell phone, find
a quiet place.
Avoid disturbing others. A ringing cell phone
can be intrusive, especially in a theater,
library, classroom, or quiet restaurant. If you
need to be on the phone, step outside.
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Leave clear messages. If you leave a
message, think carefully about what you
want to say. Let the listener know when you
called and the reason for your call.
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Good writing and reading skills help you
communicate with your friends and family.
These are essential in the workplace.
Whenever you communicate in writing, the
same guidelines apply: consider whom you
are writing to, the purpose of your message,
and the subject you’re writing about.
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Organize your thought before you start.
Make notes, list the points, and decide the
sequence.
Pay attention to the tone you use—formal or
casual.
Keep it simple. Use straightforward language
and make your points clearly. Don’t make it
hard for the reader to understand the reason
for your message.
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Check that you have made all your points.
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Proofread your work before you send it.
Check your spelling and grammar, and make
sure you didn’t leave out any words or letters.
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When you receive messages, read them
carefully to understand what the person is
saying.
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In the workplace, you need to get along
people of different ages, genders, cultures,
backgrounds and abilities. That requires
strong communication skills. Communicating
effectively increases understanding and
cooperation—at home, with friends, at work,
and in the community. Understanding fosters
good feelings, promoting even better
communication.