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Communication
- 2. What is communication? A process by which information is exchanged between individuals through a common system of symbols, signs or behaviour The dictionary defines communication as:
- 3. Communication involves: sending a message (speaking, writing and non-verbal signals) receiving the message (listening, reading, paying attention)
- 4. Communication Goals To change behaviour To get action To ensure understanding To persuade To get and give information
- 5. Communication Cycle Communication normally goes through a cycle involving: The Sender The Message The Channel The Recipient
- 6. Types of Communication 1. Verbal communication 2. Written communication 3. Non-verbal communication (sending a message other than by speech or writing)
- 7. Verbal Communication face-to-face - conversation with fellow workers - speaking to customers - spoken instructions
- 8. telephone calls voice mail / answering machine
- 9. two-way or CB radio meetings
- 12. memo fax
- 14. workplace signs
- 18. physical contact (eg shaking hands, embracing, pushing)
- 19. posture/stance (eg erect or slouching, arms folded)
- 20. proximity/distance (including personal space) dress and appearance
- 23. What is “effective communication” ?
- 24. Effective communication occurs when the message that has been sent is received and understood in the way that was intended.
- 25. Effective Communication One-way Communication occurs when the sender and the receiver of the message have no interaction when the message is sent. email fax text voice mail
- 26. Two-way communication has interaction between the sender and receiver. face-to-face telephone conversation internet chat room CB radio
- 27. Why is two-way communication usually more effective? The sender knows the message has been received. Both participants can seek further information about points that are unclear. Therefore there should be less chance of the message being misunderstood.
- 28. What are the advantages of having effective communication in the workplace? avoids misunderstanding/confusion improves staff morale/satisfaction increases motivation improves efficiency safer workplaces reduce barriers (eg cultural) create friendships
- 29. Barriers To Effective Communication Barriers to communication can lead to misunderstanding and confusion
- 30. Language barriers - wrongly worded message - inappropriate or technical language - faulty translation - font size - legibility of text - clarity of diction - negative subtext - inconsistency
- 31. Personal barriers - attitude and values - lack of confidence/trust - lack of incentive - unwilling to communicate - not paying attention - lack of time - making assumptions
- 32. - fears (of ridicule, rejection or confrontation) - emotions - disabilities (eg hearing, speech) - gender issues - age differences / “generation gap”
- 33. Physical barriers - distance - noise - distractions - environment - facilities
- 34. Cultural issues - language problems - cultural issues - religious differences
- 35. Organisational barriers - workplace policies and rules - status relationships - work facilities Time constraints
- 36. Effective Communication Skills and Techniques How do you feel when you are speaking to somebody who isn’t paying attention to what you are saying? How would you prefer a person to act when you are speaking to them?
- 37. Verbal Communication Skills A. Words (what you say) B. Paralanguage (how you say it) - clarity of speech - tone - pronunciation - pitch - volume
- 39. use simple language (avoid slang or technical language unless appropriate) be clear and concise speak clearly face receiver maintain eye contact audible volume courteous tone and show respect
- 40. target audience remove distractions check the receiver understands avoid ambiguity completeness of message
- 41. Listening Skills What is the difference between passive and active listening? Passive listening - listening without reacting or interruptions Active listening - reacting in a way that shows you are listening and have understood (eg nodding, eye contact)
- 42. pay attention focus and concentrate no interruptions show you are listening (eg nod, smile, small verbal comments like ‘yes’ or ‘uhhuh’, facial expressions) sit comfortably remove barriers listen to words plus tone and watch
- 43. Questioning Skills Closed questions Open questions Reflective questions
- 44. Closed questions - require a yes/no answer or a single word or short phrase - eg “Did you feed the sheep?” “How many eggs were there?” Uses - to test understanding - to find out facts - to make a decision or finish a discussion - to open a conversation - easy and quick to answer
- 45. Open questions - likely to get a long answer - eg “What did you do yesterday?” “Why is that important to you?” Uses - to find out more detail - to ask respondent to think/reflect - to find out opinions or feelings - to develop a conversation - to allow critical thinking
- 46. Reflective questions - require an evaluation of a person’s own behaviour or knowledge - eg “What can I do to help you?”
- 47. Non-Verbal Communication Skills interpreting body language eg
- 49. standards of dress interpreting subtext eg ‘nice’ haircut
- 50. Written Communication Skills legible writing avoid jargon be clear and concise correct spelling
- 51. appropriate font size appropriate font size plain English sentence structure, grammar and punctuation accurate information correct format
- 52. Describe some ways that you could improve your communication skills. speaking listening body language