1

“ The process by which two or more parties exchange information and share meanings ”

Communication

2

Purposes of Communication

Influence and

Get Action

Express Emotions

ShareInformation

To achieve the organisation’s and/or your objectives

3

Communication

Meetings

Conversation

Interviews

Body Language

Presentations

Telephone Reports

Email

PostersLetters

Gossip

MemosLeaflets

Internet

4

Getting InformationContribution of Five Senses

See 75%Hear 13% Touch 6%Smell 3% Taste 3%

5

Information Retention

Read 10%Heard 20% Seen 30%Heard and Seen 50% Said 70%Said and Done 90%

6

Understanding Information

0%

10%

20%

30%

40%

50%

60%

Words

Voice/Tone

Body Movement

Words 7%

Voice/Tone 38%

Body Movement 55%

% Contribution

93% of understanding comes from body language and expression

Albert Melrabiam

7

Look at the chart and say the colour, not the word …

GREEN RED BLUEYELLOW BLUE BLACKRED BLUE GREENBLACK RED YELLOWGREEN BLUE BLACKBLUE RED PURPLE

YELLOW BLUE ORANGEBLACK RED GREENPURPLE YELLOW REDORANGE GREEN BLACKBLUE RED PURPLEGREEN BLUE ORANGE

Left – Right ConflictYour right brain tries to say the colour

Your left brain insists on reading the word

8

We are all different and so…

We use eyes/ears/feelings to take in information from some external eventWe process and filter information …• Delete• Generalise • Distort

Influenced by our patterns of thinking based on…• Experience and memories• Beliefs and values• Language• Culture

To create our ‘map’ or internal representation of the way things are…our perception • “the map is not the territory”.

We can take in 11m bits of information per second,can consciously process only 40 bits, and hold or use only 7 bits at a time.

9

Patterns of thinking…

Examples of Divergent Patterns of Thinking

Detail…………………………………..Big PictureInternally Referenced…………….Externally ReferencedOptions………………………………..ProceduresSimilarity……………………………..DifferenceAway From……………………………Towards

Influence how you see and experience the worldFilter what you give attention toBecome habitual patterns in how we think, make decisions and behaveHow you think about things provides your motivation to act Communication improves if you can understand where both you and the other person are coming from…

10

Things Get Distorted

11

Presentation is Important

Which centre circle is bigger?

12

We See Things Differently

13

Clampitt’s Model of Communication

X

X

X XX

X

XX

X

X

X XXX

X

XX

X

X

X

XX

X

X

X

X

Circuit

Arrow

Dance

14

Planning to Communicate

What do you want to communicate? What do want to happen as a result? Who with – think in “segments” How might you do it? What are the barriers? How will you do it? When? Supporting and coordinating action Follow-up and review

15

Barriers to Communication

Lack of clear objectivesOrganisational structuresFalse assumptionsJargonCulture

NoiseTransmission errorsFiltering of messagesIrrelevant dataToo much communication

People not taking personal responsibility

to communicate.

16

I know that you believe you understand what you think I said but, I am not sure you realise that what you heard is not what I meant!

Are we clear? Crystal!