Transcript communication processx

Communication
Process
1
The Communication Process
• It is imperative that we learn how to
communicate effectively to ensure our
intended message is the one understood
by the intended recipient.
2
The Communication Process
I say “to-MAH-to”,
you say to-MAY-to”
Say that again?
3
The Communication Process
•
•
•
•
What is communication?
Can we not communicate? Why?
Is verbal communication important?
What contributes to a breakdown in
communication?
4
Did you hear what I say?
• Choosing the right words, the right tone,
the right (mental) picture, the right mood,
the right context (= place)
• To help a listener (or receiver) re-create
the entire text (or picture) of what you are
saying
5
The Definition of Communication
• Communication is a process involving the
sorting, selecting and sending of symbols
(or encoding) in such a way as to help a
listener (or receiver) perceive in his own
mind (or decode) the meaning (or
message) contained in the mind of the
communicator (or sender).
6
Sender / Receiver
encoding
MESSAGE
decoding
Receiver / Sender
FEEDBACK MESSAGE
7
SENDER
• Begins the communication
• Send the information / message
• Encodes an idea or feeling in words, and signs
that the receiver recognises, then send this to…
» THE RECEIVER!
8
RECEIVER
• Receives the message /
information
• Decodes and interprets to
understand…
THE MESSAGE
• The information / idea / feeling
transmitted
• Verbal or non-verbal or BOTH
9
PURPOSE: Give me a reason, Baby!
“I just called…to say…I love you!” - Lionel Richie
…BUT…
When the sender’s purpose is different from the
receiver’s, then a CONFLICT OF PURPOSE
occurs…
“Frankly, my dear, I don’t give a damn.”
- Rhett Butler, GONE WITH THE WIND (1939)
10
FEEDBACK
• Receiver responds to the sender.
• An essential part of EFFECTIVE
COMMUNICATION  provides continuity
• It indicates understanding or misunderstanding.
So BOTH the sender and receiver
requires feedback.
11
CLIMATE
In social situations, we develop positive,
neutral or negative attitudes toward
the situation and the people in it.
12
CONTEXT
The situation or
setting in which
communication
takes place.
13
CHANNEL
The means or technique used
to send a message:
conversation, phonecalls, email, letters, notes
MSN, Yahoo, Google, ICQ, Skype, sms
…and
Art, music, movies, dance, pictures.
14
For each statement, decide if it is
TRUE or FALSE.
• A message has to be verbal in order for it to be
communicated to another.
• When the sender’s purpose for communicating
is different from the receiver’s, a conflict of
purpose will occur.
• A communication channel is the means or
technique used to send a message.
• The one who receives the message responds to
the sender. This is called listening.
15
16
Do you see two different cubes?
17
Are there seven or eight cubes in this one?
18
Escher – The Famous Optical Illusionist
19
There are basically two
forms of communication.
They are:
i)
Verbal Communication
ii) Non-verbal
Communication
20
VERBAL:
Spoken:
•more personal
• invite suggestions, ideas, feedback,
and generate discussion
• for clarification, especially for
complex issues or information
• highly confidential subject
21
Six formal speech events.
•
•
•
•
•
•
meetings
corporate briefings
public speaking
presentations
interviews
speeches
22
Forms of Communication
•
•
•
•
Written Communication
more formal
more permanent
better if you want to be sure you choose
the right words
• less confidential
23
Examples and features of
written communication
• Letters: Personal, private and lends weight to its
subject.
• Memos: Not confidential, less formal than a
letter, more likely to be read and thrown away.
• Email: It is private, less formal than a letter, and
less likely to be kept than a letter.
• Notice-board: May never be read.
• Newsletter: It is public, not suitable for bad news
but most suitable for minor but necessary news
24
NONVERBAL
“You say it best when you say nothing at all!”
Examples: Facial expressions, body position,
gestures, posture.
BODY LANGUAGE
Our body language tells others:
• our feelings
• our attitudes
• our receptivity of others (I like / dislike your face)
25
Dr Albert Mehrabian’s “Elements in a Message”:
Facial
Expression:
55%
Voice Tone:
38%
Words: 7%
26
Relationship between
VERBAL and NONVERBAL
• Most times, verbal and nonverbal
Communication can’t be separated, but
sometimes they can …
• Be Redundant
• Add Emphasis
• Substitute
• Contradict
27
What is Effective Communication?
• Effective communication exists between
two people when the receiver interprets
the sender’s message in the way that the
sender intended it.
28
I didn’t say
that!
29
Type of Barrier
Semantics
Physical noise
Distance
Distortion
Psychological
Noise
Failure to use
proper
channel
Personality
incompatibility
Lack
of
levelling
Omission
Refusal
to
listen
30
Description of Barriers
•
•
•
•
•
•
•
•
•
•
Implied meanings in words
Noise from physical surroundings (“bad connection”)
Face-to-face vs Further away
Difference in culture, values, attitude, experience,
upbringing (including family and education), opinions
Psychological noise (distracted)
Using the wrong channel or using it wrongly
Different personalities
Using specialist terms or jargon
Leaving out information intentionally or unintentionally
Refusing to listen
31
Ways to overcome barriers to
communication
•
•
•
•
•
A working knowledge
Repetition
Use simple and direct language
Do not make assumptions
Create a supportive, trustworthy and honest
organization climate
• Rely on more than one channel
• Focus
• Feedback
32
“Listen very carefully –
I will only say this once”
(Michelle, ‘Allo, ‘Allo)
Stare at the four dots in the middle for 30 seconds.
What do you see?
33
Tips on good listening
• Concentrate – NEVER allow first impressions to distract
• Listen for the WHOLE meaning – How does the
sender feel? What’s his attitude and thoughts?
• Watch for signals – nonverbal critical: facial
expressions, posture, eye contact, tone, even breathing!
• Resist distractions – surroundings, his looks,
your itch…
• Avoid making assumptions – do that and you’ve
stopped listening.
34
Principles of Good Listening I
• Avoid daydreaming
• Anticipate what the
speaker is going to say
(but DON”T say it for
him!)
• Listen for main ideas
(concentration needed!)
• Keep QUIET and listen
(difference between “to
hear” and “to listen”)
• Ask questions to clarify
the message
35
Principles of Good Listening II
• Do not tune-out the
speaker
• Consider and
evaluate the facts
• Establish empathy for
the speaker
• BE attentive
• Exercise PATIENCE
36
Activity
• Do these in groups of three or four.
1. Su Ling started working at a pet shop but after two weeks, she fell ill
with dengue fever and had to be hospitalised for one week. The night
before she was supposed to go back to work, she received an SMS
from her boss – “Thank you for your past services. Please be informed
that you need not report to work henceforth. A cheque will be mailed
to you.” Discuss
•a) what is wrong with the current situation
•b) and ways to improve the situation.
37
Activity
2. Ben and Amos are room-mates, but they are very different.
Ben is a neat freak and Amos is very messy. One day, Ben lost his
temper, and threw all Amos’ stuff into a trash bag. When Amos
got home, there was a big fight and now they are both not
talking. As their best buddy, what would you pinpoint as the
cause of the problem and how can you help Ben and Amos solve
it.
38