What is communication?
“The multi-directional exchange of
information, ideas and meaning”
Communication is a two way process – depends on sender’s intended message and receiver’s interpretation of that message
BarriersDelivery – tone,
volume, dialect, speaking too fast, waffle, projection, management speak
Media chosenPassion CredibilityPoor listeningPhysical limitations –
eyesight, deafness
Body languageTimingEmpathyTechnical contentNo opportunity for
feedbackCultureLack of structureLack of rapport
Golden Bull winners - example
“Thank you for your Tax Returns ended 5th April 2006 & 2007 which we
received on 20th December.I will treat your Tax Return for all purposes as though you sent it in
response to a notice from us which required you to deliver it to us by the day we received it.” – HM REVENUE &
CUSTOMS
Golden Bull winners - example Seasonal forecasts indicate how
slowly-varying large-scale climate influences make particular seasonal conditions more likely than others.
Random, unpredictable factors (‘chaos’) also partly determine year-
to-year variations, and these will sometimes override large-scale
influences. Such uncertainties make a probabilistic format, as used here,
advisable for seasonal forecasts‘ – MET OFFICE
Body languageHow do people communicate face to face?
Rank the following in order of priority and assign a % to each
BODY LANGUAGETONEWORDS
Tone, Emphasis and Emotion
I want YOU here right now
I want you here right now
I WANT you here right now
I want YOU here right now
I want you HERE right now
I want you here RIGHT NOW!!!!!!
Body language
“Everything about your appearance, every movement, every facial expression, every nuance of your voice has the
potential to convey meaning” – Adler and Elmhorst, 2002
Verbal communication - features Clarity
Plain EnglishDo not ramble / over talk
ListeningAttentiveBody languageReflectParaphraseSummariseCheck understandingAcknowledge
QuestioningOpen questions (7 Ws) to
find out moreClosed or leading
questions only when seeking yes/no
Remember to listenUse silenceAsk ‘is there anything
else?’
MannerFriendly, professional and
assertive – not casual, passive or aggressive
For business discussions…. Plan and prepare
Be sure about objectiveWrite down what you want to
sayMake notes during discussion
EnvironmentMinimum interruptionsComfortable surroundings
StructureState objectiveOrderly discussion, minimal
deviationClear, positive motivation to
achieve objective
TelephoneQuiet backgroundAppropriate greetingDo not leave on hold
forever Culture
Open minded to culture of others
Be aware that appropriateness and perceptions differ between cultures
Don’t take offence