THE ART OF THE ART OF

EFFECTIVE EFFECTIVE

COMMUNICATION COMMUNICATION

OBJECTIVES OBJECTIVES

By the end of the session, By the end of the session, participants should be able to:participants should be able to:

Define communication. Define communication. Describe the process of  Describe the process of

communication.communication. List at least 3 qualities of effective  List at least 3 qualities of effective communication. communication.

  List at least 3 barriers to List at least 3 barriers to effective communication.effective communication. Plan messages effectively. Plan messages effectively. Utilize speaking skills to enhance  Utilize speaking skills to enhance communication.communication.  

WHAT IS COMMUNICATION?WHAT IS COMMUNICATION?  Communication is a Communication is a processprocess whereby a whereby a messagemessage is is sent sent from one from one person to another person or a person to another person or a group of persons, with the intention group of persons, with the intention of of receiving receiving a feedback and a feedback and facilitating some facilitating some changechange or action. or action.

THE OBJECTIVES OF THE OBJECTIVES OF COMMUNICATIONCOMMUNICATION           To be received (heard or read) To be received (heard or read)           To be understood To be understood            To be accepted  To be accepted           To get action (change of  To get action (change of behaviour or attitude)behaviour or attitude)        

COMMUNICATION PROCESSCOMMUNICATION PROCESS  

SENDERSENDER MESSAGE MESSAGE

CredibleCredible ClearClear Confident Confident ConciseConcise Knowledgeable Knowledgeable PrecisePrecise Respectable SimpleRespectable Simple    

RECEIVERRECEIVER CHANNELCHANNEL  

PatientPatient AppropriateAppropriate

Good ListenerGood Listener AcceptableAcceptable Committed Committed AccessibleAccessible InterestedInterested ConvenientConvenient      

  NOVERBAL NOVERBAL COMMUNICATIONCOMMUNICATION ((Communicating without wordsCommunicating without words))          Facial expression -Facial expression -a smile, a frowna smile, a frown        Gestures-Gestures- movement of hands and movement of hands and

body to aid in explaining or body to aid in explaining or emphasizing verbal messageemphasizing verbal message        PosturePosture- how we stand or sit.- how we stand or sit. OrientationOrientation- facing or turning away- facing or turning away

Eye contact- whether we look at the Eye contact- whether we look at the person or not, and the length of time person or not, and the length of time that we look that we look       Proximity- distance standing or       Proximity- distance standing or sitting from personsitting from person      Appearance-physical grooming       Appearance-physical grooming and choice of clothesand choice of clothes      Non-Verbal aspects of speech-       Non-Verbal aspects of speech- variations of pitch, stress and timing, variations of pitch, stress and timing, quality and tone of voice.quality and tone of voice.    

BARRIERS TO EFFECTIVE BARRIERS TO EFFECTIVE COMMUNICATIONCOMMUNICATION

  **Language - Language - use of words use of words not understood by the not understood by the

other party.other party.*Environment - *Environment - disruptive disruptive

and noisyand noisy *Attitude -*Attitude - e.g. uncaring, e.g. uncaring,

uninteresteduninterested*Disability -*Disability - hard of hearing hard of hearing

*Differences in perception *Differences in perception - - the way we view the world the way we view the world is largely determined by our is largely determined by our past experiences, so people past experiences, so people of different ages, of different ages, nationalities, cultures, nationalities, cultures, education, sex, and education, sex, and personality will perceive personality will perceive situations differently.situations differently.

*Lack of interest - *Lack of interest - one of one of the greatest barriers to the greatest barriers to overcome is the receiver’s overcome is the receiver’s lack of interest in your lack of interest in your message. You must therefore message. You must therefore angle your message to appeal angle your message to appeal to the interest and needs of to the interest and needs of the receiver.the receiver.

PLANNING YOU MESSAGE PLANNING YOU MESSAGE A. THE SIXA. THE SIX--QUESTION CHECKQUESTION CHECK

  *Why- am I communicating;   *Why- am I communicating; what am I hoping to achieve; what am I hoping to achieve; what is my purpose? what is my purpose?   *Who- is my audience; what *Who- is my audience; what sort of people are they; what sort of people are they; what do they already know about do they already know about the subject of my message?the subject of my message?

*Where and when (Place *Where and when (Place and context)- do I need to and context)- do I need to remind them of the facts?remind them of the facts?

  *What- do I want to say; *What- do I want to say;

need to say; what do they need to say; what do they need to know? What can I need to know? What can I

omit?omit?    

*How- (tone and style) am I *How- (tone and style) am I going to communicate my going to communicate my

message?message? With words or pictures? With words or pictures? Which medium- written or Which medium- written or

spoken?spoken?  

*How am I going to achieve *How am I going to achieve the right effect?the right effect?

    

  

PLANNING YOUR MESSAGEPLANNING YOUR MESSAGEB. THE MECHANICS B. THE MECHANICS

* Write down your purpose - * Write down your purpose - what you are trying to achieve.what you are trying to achieve.  ** Assemble the information - if it Assemble the information - if it is a long message from a letter or is a long message from a letter or report etc., jot down all the report etc., jot down all the points that you need to make.points that you need to make.  

*Group the information - which *Group the information - which messages can be linkedmessages can be linked(Departments, etc.)?(Departments, etc.)?  *Put information into logical sequence *Put information into logical sequence (e.g. order of importance, ascending (e.g. order of importance, ascending orders of complexity).orders of complexity).  *Produce a skeleton outline - makes *Produce a skeleton outline - makes presentation of the message easier.presentation of the message easier.  

*Write and edit draft - check *Write and edit draft - check for ambiguities, awkward for ambiguities, awkward expressions and errors.expressions and errors.  *Write final draft - use words *Write final draft - use words the receiver will understand; the receiver will understand; avoid certain colloquialisms avoid certain colloquialisms (e.g. to cut a long story short); (e.g. to cut a long story short); avoid verbosity—omit avoid verbosity—omit unnecessary words. unnecessary words.   

SPEAKING SKILLSSPEAKING SKILLS

   ClarityClarity – – Be able to express your Be able to express your

ideas clearly, using simple language ideas clearly, using simple language and arranger your information so that and arranger your information so that

it can be easily followed. Utter your it can be easily followed. Utter your words distinctly so that they are easily words distinctly so that they are easily

recognizable.recognizable.

          AccuracyAccuracy – – Make sure your Make sure your words say exactly what you mean. The words say exactly what you mean. The facts you use should be correct.facts you use should be correct.          Sincerity Sincerity – – Be natural. There is Be natural. There is always a danger when talking to strangers always a danger when talking to strangers or people of higher status of becoming stiff or people of higher status of becoming stiff and awkward and trying to put on an act.and awkward and trying to put on an act.  

   RelaxationRelaxation – – The best way of The best way of getting rid of unnatural speech getting rid of unnatural speech characteristics is to relax. When our characteristics is to relax. When our muscles are tense we have difficulty muscles are tense we have difficulty expressing ourselves naturally. expressing ourselves naturally. Awkward movements are also the Awkward movements are also the result of tension. Deep breathing is result of tension. Deep breathing is helpful.helpful.

       Eye contactEye contact – – Direction and Direction and length of gaze are important factors   in length of gaze are important factors   in synchronizing speech and signifying the synchronizing speech and signifying the desire to be friendly. A speaker who desire to be friendly. A speaker who never looks at his/her audience may be never looks at his/her audience may be conveying messages like, “I am not very conveying messages like, “I am not very interested in you; I am not very sure of interested in you; I am not very sure of myself; I am not very sure about what I myself; I am not very sure about what I am saying”; or even, “Don’t believe am saying”; or even, “Don’t believe what I am saying.” what I am saying.”

                AppearanceAppearance – – Your Your appearance reflects how you see appearance reflects how you see yourself. Your self-image is critical. yourself. Your self-image is critical. People see the speaker and form People see the speaker and form judgments about you even before you judgments about you even before you speak. Two critical factors to consider speak. Two critical factors to consider are:are:  Personal cleanliness and tidiness Personal cleanliness and tidiness  Dress and appearance appropriate  Dress and appearance appropriate to the situation.to the situation.

 

                  PosturePosture – Someone who – Someone who props up the wall or slouches while props up the wall or slouches while communicating is conveying a communicating is conveying a message to the listeners which may message to the listeners which may surprise them. His/her posture surprise them. His/her posture may suggest that he/she is either may suggest that he/she is either tired, bored, or careless, or all tired, bored, or careless, or all three!three!

Posture affects the quality of your Posture affects the quality of your voice. If you slouch over, hang your voice. If you slouch over, hang your head or let your shoulders droop, head or let your shoulders droop, the quality of your voice will not be the quality of your voice will not be good, because your breathing will be good, because your breathing will be affected.affected.

You will not be able to draw as much You will not be able to draw as much air into your lungs, nor would you air into your lungs, nor would you have complete control over how you have complete control over how you let out the air. In addition the throat let out the air. In addition the throat muscles, jaw and vocal chords would muscles, jaw and vocal chords would not be able to operate as freely as not be able to operate as freely as they should, resulting in muffled, they should, resulting in muffled, poorly pronounced words. poorly pronounced words.   

MORE SPEAKING SKILLSMORE SPEAKING SKILLS                Pitch   Pitch – – When people are When people are frightened or tense, their vocal cords frightened or tense, their vocal cords stretch tightly and their voices tend to stretch tightly and their voices tend to squeak. squeak.

A simple exercise could prove A simple exercise could prove helpful. Take a deep breath. Then, helpful. Take a deep breath. Then, as you breathe out, say several as you breathe out, say several short syllables, e.g. “She gave us all short syllables, e.g. “She gave us all a short talk on art.” The tightness a short talk on art.” The tightness tends to disappear as you exhale. It tends to disappear as you exhale. It is impossible to breathe out and is impossible to breathe out and keep the muscles tight at the same keep the muscles tight at the same time.time.  

 

                  Volume – Learn how to project Volume – Learn how to project your voice so that you can be heard at your voice so that you can be heard at great distances without yelling or great distances without yelling or straining. The right volume depends on straining. The right volume depends on the situation. the situation.   

  You should therefore note: You should therefore note:   Where you are speaking – in a   Where you are speaking – in a small room, or a large hall; in a small room, or a large hall; in a room where sounds carry well or in room where sounds carry well or in a room where sounds echo; indoors a room where sounds echo; indoors or outdoors.or outdoors.   The size of the group to which   The size of the group to which you are speaking.you are speaking.Background noise, e.g. noise of fans Background noise, e.g. noise of fans or air conditioning units.or air conditioning units.

Difficulty in expressing Difficulty in expressing yourself naturally, and yourself naturally, and awkward movements are the awkward movements are the result of tension. Deep result of tension. Deep breathing, pausing for a breathing, pausing for a moment and smiling, are moment and smiling, are simple techniques that can simple techniques that can enable you to relax.enable you to relax.

   Diction and accentDiction and accent – – Diction is the way in which Diction is the way in which you pronounce your words, you pronounce your words, and is acquired. To some and is acquired. To some extent it is affected by extent it is affected by accent. Diction depends accent. Diction depends upon articulation and upon articulation and enunciation, which are terms enunciation, which are terms used to describe how you used to describe how you pronounce words.pronounce words.

              ArticulationArticulation refers to the refers to the way people pronounce way people pronounce

consonants.consonants.  

 Enunciation Enunciation refers to the way refers to the way people pronounce vowels.people pronounce vowels.

   Vocal tensionVocal tension – – blurred indistinct blurred indistinct speech can be caused by a tight, rigid speech can be caused by a tight, rigid jaw or tight lips. If your throat is tight jaw or tight lips. If your throat is tight then it is almost certain that your jaw then it is almost certain that your jaw will be tight also. (Do this simple will be tight also. (Do this simple exercise. Test your jaw movement. exercise. Test your jaw movement. Tighten –half close your jaw and say Tighten –half close your jaw and say “a cleverly devised scheme”; now relax “a cleverly devised scheme”; now relax your jaw and let your lips and mouth your jaw and let your lips and mouth move freely as you say the phrase move freely as you say the phrase again.again.

SpeedSpeed – – The speed at The speed at which you talk affects the which you talk affects the

message that you are message that you are sending. While speaking sending. While speaking very quickly conveyed a very quickly conveyed a

sense of urgency, speaking sense of urgency, speaking rapidly all the time, pouring rapidly all the time, pouring

out your words in a great out your words in a great rush, may cause your rush, may cause your

listeners to switch off. listeners to switch off. Speaking too rapidly may Speaking too rapidly may

also make it difficult for you also make it difficult for you to be understood.to be understood.

On the other hand, speaking On the other hand, speaking too slowly may allow your too slowly may allow your listeners minds to wander or listeners minds to wander or may result in them becoming may result in them becoming bored and lose tract of what bored and lose tract of what you are saying. A good you are saying. A good speaker varies their pace speaker varies their pace according to the relative according to the relative importance of what he/she is importance of what he/she is saying. More emphasis is saying. More emphasis is placed on important placed on important statements. statements.   

Pause – Long pauses Pause – Long pauses between words or a series between words or a series of words causes you to of words causes you to weary your audience, weary your audience, however, if carefully used, however, if carefully used, it can be effective in it can be effective in getting the message getting the message across.across.

Tone – The inflection Tone – The inflection (up and down pitch) of (up and down pitch) of your voice also affects the your voice also affects the way your message is way your message is received. Variations in received. Variations in tone are often associated tone are often associated with pitch and speed in with pitch and speed in giving interest and giving interest and emphasis to you speech.emphasis to you speech.

Your tone can betray Your tone can betray your attitudes and your attitudes and emotions. You can even emotions. You can even make the same words make the same words mean several different mean several different things by the tone you things by the tone you give it.give it.

QUALITIES FOR GOOD SPEAKINGQUALITIES FOR GOOD SPEAKING       Alertness – This sends a Alertness – This sends a

message of interest.message of interest.    Pleasantness – It conveys a friendly   Pleasantness – It conveys a friendly

tone to your voice. tone to your voice.     Distinctness – This quality facilitates   Distinctness – This quality facilitates

hearing and understanding hearing and understanding without straining. without straining.      Expressiveness – This puts feeling    Expressiveness – This puts feeling

into your voice.into your voice.  

  

SIX Cs OF EFFECTIVE SIX Cs OF EFFECTIVE COMMUNICATIONCOMMUNICATION(whether in speaking or (whether in speaking or writing) writing)  ClarityClarity              Conciseness Conciseness               CourtesyCourtesy              ConstructivenessConstructiveness              CorrectnessCorrectness              CompletenessCompleteness