Effective Communication Skills

Content

What is communication

Effective Communication

Effective listening

Communication Styles

WHAT IS COMMUNICATION

“We cannot not communicate!

A two–way process which enables two (or more) people to share and understand something in common.

It is abstract and invisible. It is like electricity – known by its effects at both ends of the wire and used for purposes

Communication Model

Behavior

ThinkingFeeling

B = Behaviour Behaviour is everything you say or

do i.e. it is visible, felt or heard and includes facial expressions, gestures, speech patterns etc.

T = Thinking How you use your senses

internally

F = Emotions and Physiological

“Communication is about emotion not words”

Non Verbal Communication Albert Mehrabian (Three elements of

communication - and the "7%-38%-55% Rule“) found that the total impact of a message is only

about 7% verbal, 38% vocal (including tone of voice

paralanguage) and, 55% body language So non-verbal cues account for about 93% of

the meaning in messages transmitted between people engaged in face-to-face discussion.

Exercise

“We have a meeting on Tuesday”

Non Verbal-NVC

Communication without the use of spoken language.

Nonverbal communication includes gestures, facial expressions, and body positions (known collectively as “body language”), as well as unspoken understandings and presuppositions, and cultural and environmental conditions that may affect any encounter between people

BARRIERS TO COMMUNICATION

“The People of the world are islands shouting at each other across a sea of misunderstanding”

George Elliot

They receiveThey sent

You receive

You want to send a message

You send

NO

IS

E Decoding

Receptors

Channel (messages)

Transmitters

Channel (messages)

Transmitters

Encoding

How communication works There are three stages in sending a

successful message:

1. Preparation2. Delivery3. Confirmation of understanding

Communication Medium o Face-to-face conversation o Telephone o Voice mail o Electronic mail o Photo graphs o Letters o Memos o Bulletin and fliers o Formal numerical report

Exercise-10 minPlease draw on a sheet of paper the

following:A treeRope going down the treeAnother rope on the treeWooden sheet Rope on the wooden sheet

COMMUNICATION CAN BE DECEPTIVE!

People in our culture are more skilled in transmitting messages than receiving them…we are better talkers than listeners.

We place far greater value on sending than receiving, and praise people for their ability to ‘think on their feet.’

A ‘good communicator’ is usually though of as someone who is an impressive speaker or writer. Seldom is anyone admired because he or she is a good listener.

Effective listening Two styles of listening you can use in

conversations: Passive listening This is what Thomas Gordon calls “door openers” –

occasional short verbal messages to let your partner know that you’re paying attention. It is not pretending to listen! On the contrary, you give someone else space to share.

Active Listening This is a response which reflects back thoughts and

feelings, without adding any judgments or advice. It consists of simply summarizing the speaker’s comments in ones own words.

Listening

"We were given two ears but only one mouth, because listening is twice as hard as talking."

There is a real distinction between merely hearing the words and really listening for the message. When we listen effectively we understand what the person is thinking and/or feeling from the other person’s own perspective.

Communication Styles

PASSIVE ASSERTIVE AGGRESSIVE Inhibited Direct / Honest Dominant

Submissive Open & Fair Expression Abusive

Puts down self Feels good about self & others Puts down others

Lets group decide Chooses for self Decides for group

Takes other’s needs Takes other’s and own Takes own needs into into account, but not own needs into account account, but not others

Thank you