thursday october 18th, 2007 alex hernandez summer johnson sean sullivan brent snead thursday october...

CommunicCommunicationation

CommunicCommunicationation

Thursday October 18th, 2007Thursday October 18th, 2007

Alex HernandezAlex Hernandez

Summer JohnsonSummer Johnson

Sean SullivanSean Sullivan

Brent SneadBrent Snead

Thursday October 18th, 2007Thursday October 18th, 2007

Alex HernandezAlex Hernandez

Summer JohnsonSummer Johnson

Sean SullivanSean Sullivan

Brent SneadBrent Snead

Class Telephone DemonstrationClass Telephone Demonstration

Lets play…Lets play…

Explanation Of DemonstrationExplanation Of Demonstration

And connection to Communication and Conversational styles

And connection to Communication and Conversational styles

Brent SneadBrent Snead

Conversational Styles and Conceptual Background Of Communication

Conversational Styles and Conceptual Background Of Communication

Conversational StylesConversational Styles

Each individual has their own distinct style of communication. There are seven different major conversational styles: 1.) Dominant 2.) Interruptive 3.) Manipulative 4.) Polite 5.) Creative 6.) Sarcastic 7.) Passive

Each individual has their own distinct style of communication. There are seven different major conversational styles: 1.) Dominant 2.) Interruptive 3.) Manipulative 4.) Polite 5.) Creative 6.) Sarcastic 7.) Passive

Conceptual Background Of Elements

Conceptual Background Of Elements

There are SIX elements: There are SIX elements:

1) Decision1) Decision

- Deciding to speak and choosing what thoughts the individual would like to put forth in conversation.

- Deciding to speak and choosing what thoughts the individual would like to put forth in conversation.

2) Encoding2) Encoding

- The process in which the speaker attempts to translate his or her thoughts and perceptions into words.

- The process in which the speaker attempts to translate his or her thoughts and perceptions into words.

3)Sending3)Sending

- The articulation of the words the individual would like to convey

- The articulation of the words the individual would like to convey

4)Channel4)Channel

- The message sent travels to the receiver via a channel, (i.e. sound waves, sign language, or video recording, and so forth).

- The message sent travels to the receiver via a channel, (i.e. sound waves, sign language, or video recording, and so forth).

5)Decoding5)Decoding

- A process in which the listener attempts to understand and interpret what the speaker has encoded in his or her message.

- A process in which the listener attempts to understand and interpret what the speaker has encoded in his or her message.

6)Internal Response6)Internal Response

- The receiver contemplates the message and has an internal response, (i.e. angry, upset, relieved, and uninterested).

- The receiver contemplates the message and has an internal response, (i.e. angry, upset, relieved, and uninterested).

‘Noise’‘Noise’

- Factors that negatively influence the effectiveness of the communication and the interpretation of the conversation.

- There are four common sources of ‘noise’

- Factors that negatively influence the effectiveness of the communication and the interpretation of the conversation.

- There are four common sources of ‘noise’

1)Personality1)Personality

- The senders past experience provides a frame of reference for sending the message such as beliefs, attitudes, and personality.

-These factors may vary from person to person and can distort the message

- The senders past experience provides a frame of reference for sending the message such as beliefs, attitudes, and personality.

-These factors may vary from person to person and can distort the message

2)Lack Of Skills2)Lack Of Skills

- The sender lacks sufficient skills in encoding. (Can not put their thoughts into words).

- The sender lacks sufficient skills in encoding. (Can not put their thoughts into words).

3)External Factors3)External Factors

- The communication can have noise, such as other people making a lot of noise, a bad telephone connection, as well as speech impediments (stuttering), or distracting mannerisms.

- The communication can have noise, such as other people making a lot of noise, a bad telephone connection, as well as speech impediments (stuttering), or distracting mannerisms.

Receivers Past ExperiencesReceivers Past Experiences

- The receiver’s past experiences form a frame of reference for receiving and interpreting the message which can affect the decoding process.

- The receiver’s past experiences form a frame of reference for receiving and interpreting the message which can affect the decoding process.

Sean SullivanSean Sullivan

Non Verbal Communication

Non Verbal Communication

Non-Verbal CommunicationNon-Verbal Communication

All aspects of communication other than words themselves. It includes how we utter words, features of environments that affect interactions and that influence personal images & interaction patterns.

All aspects of communication other than words themselves. It includes how we utter words, features of environments that affect interactions and that influence personal images & interaction patterns.

Three Types Of Non Verbal Communication

Three Types Of Non Verbal Communication

1. Kinesics 2.Proxemics 3.Paralanguage

1. Kinesics 2.Proxemics 3.Paralanguage

KinesicsKinesics · Body language- Shows peoples feelings without

communicating them verbally. · Body language- Shows peoples feelings without

communicating them verbally.

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

· Physical Appearance- in each culture stereotypes develop that are based on physical appearance.

· Physical Appearance- in each culture stereotypes develop that are based on physical appearance.

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

· Posture- Slumped posture is a sign of feeling low, fatigued and inferior whereas and upright posture reflects confidence, openness and energy. Also the way people walk communicates how they feel. When people are sad they shuffle along slowly with their hands in their pockets where as if your happy you walk energized.

· Posture- Slumped posture is a sign of feeling low, fatigued and inferior whereas and upright posture reflects confidence, openness and energy. Also the way people walk communicates how they feel. When people are sad they shuffle along slowly with their hands in their pockets where as if your happy you walk energized.

· Gestures- many people communicate with gestures and various body movements. This allows for a person to show different feelings such as anger, sadness, sincerity and etc.

· Gestures- many people communicate with gestures and various body movements. This allows for a person to show different feelings such as anger, sadness, sincerity and etc.

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

· Touching- is a common form of body language. Used to express affection, to calm, or to interrupt. Hand shakes, hugs, kissing, pats on back.

· Touching- is a common form of body language. Used to express affection, to calm, or to interrupt. Hand shakes, hugs, kissing, pats on back.

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

· Facial expressions- our face is our most expressive body part. Eye contact shows interest and shows that you are listening. Loping looks into another persons eyes conveys either romantic notions or conflict and anger.

· Facial expressions- our face is our most expressive body part. Eye contact shows interest and shows that you are listening. Loping looks into another persons eyes conveys either romantic notions or conflict and anger.

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

ProxemicsProxemics

Is the study of how we communicate by the way we use space- The distance between you and others, how you arrange furniture, and other objects for social interaction, and how you respond to the invasion of territory.

Is the study of how we communicate by the way we use space- The distance between you and others, how you arrange furniture, and other objects for social interaction, and how you respond to the invasion of territory.

A Little Too Close?A Little Too Close?

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Not Close EnoughNot Close Enough

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

ParalanguageParalanguage

* refers to all vocal components of speech. Reflects what a person is feeling

* Pitch-the highness or lowness of the sound of your voice * Resonance- the richness or thinness of your voice. * Articulation- the way you enunciate. * Tempo- the speed at which words are spoken * Volume- the loudness or softness with which you speak. * Rhythm- the emphasis placed on different words and the

cadence of the speech.

* refers to all vocal components of speech. Reflects what a person is feeling

* Pitch-the highness or lowness of the sound of your voice * Resonance- the richness or thinness of your voice. * Articulation- the way you enunciate. * Tempo- the speed at which words are spoken * Volume- the loudness or softness with which you speak. * Rhythm- the emphasis placed on different words and the

cadence of the speech.

Got To GoGot To Go

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Importance of Nonverbal Communication

* Non Verbal communication is essential to fully understand a message when two or more people are communicating.

* Albert Mehrabian (1968) analyzed typical communication between two people and concluded that the total impact of the message was divided in this way:

Verbal (words) 7%

Paralanguage 38%

Body Language 55%

Importance of Nonverbal Communication

* Non Verbal communication is essential to fully understand a message when two or more people are communicating.

* Albert Mehrabian (1968) analyzed typical communication between two people and concluded that the total impact of the message was divided in this way:

Verbal (words) 7%

Paralanguage 38%

Body Language 55%

SummerSummer

Listening, Attending, and Responding Skills Listening, Attending, and Responding Skills

Listening Skills TestListening Skills Test

Listening…Listening…

There is more to it then hearing

ListeningListening

Attending

Responding

Listening, Attending & RespondingListening, Attending & Responding

1. Assume the role of the listener

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Listening, Attending & RespondingListening, Attending & Responding

2. Maintaining eye contact Eye Contact No Eye Contact

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Listening, Attending & RespondingListening, Attending & Responding

3. Avoid word prejudice

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Listening, Attending & RespondingListening, Attending & Responding

4. Use “minimal encouragers”(ex: “oh?” and “uh-huh?”)

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Listening, Attending & RespondingListening, Attending & Responding

5. Paraphrase what was said to ensure understanding

An elaboration of minimal encourager

Key phrase plus personal observation

Listening, Attending & RespondingListening, Attending & Responding

6. Ask questions to improve clarity of statement

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Listening, Attending & RespondingListening, Attending & Responding

7. Use empathy to reflect and share feelings

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Listening, Attending & RespondingListening, Attending & Responding

8. Provide feedback

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Listening, Attending & RespondingListening, Attending & Responding9. Summarize the content of what

was said

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Research Journal Article:Title: Measurement of communication skills.Journal: International Journal of Listening Author: Nichols, Ralph

Brown, James I. Keller, Robert J.

Purpose: Discover if listening skills can be taught

Research Journal Article:Title: Measurement of communication skills.

1. Basic methods used:• Directly trained 2 sections of College students for 6

weeks (This group had the lowest pre-test scores) • Incidentally trained 2 sections of College students

(This group had the highest pre-test scores)

2. Results:• Directly trained group made significant gains in scores

during the period of training• Incidentally trained group did not

• Major findings:• No significant differences were noted between

the groups on the post-test results

Research Journal Article:Title: Measurement of communication skills

Discussion of results:oThe findings indicated that listening skills could be improved by training

What does that mean for us…

…We can improve our listening skills !

•lead to better communication skills~better listeners to friends /

family~better employees~better students~better in many areas of

our life

•Help us reach our Peak Performance all around

“The key to being an outstanding communicator is not so much the words of wisdom that come out of your mouth, but how well you listen to the words of wisdom that come out of the mouths of others.”  -Della Menechella

AlexAlex AlexAlex Steps To Enhance

Communication Skills And Conflict

Resolution

Steps To Enhance Communication Skills

And Conflict Resolution

Conflict ResolutionConflict ResolutionConflict ResolutionConflict Resolution

Content Conflict: Disagreement occurs over the perception of information available

Content Conflict: Disagreement occurs over the perception of information available

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Value Conflict: When a person has conflicting values within his or her own value system.

Value Conflict: When a person has conflicting values within his or her own value system.

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Ego Conflict: Ego Conflict is based on win-lose mentality. Hardest type to resolve.

Ego Conflict: Ego Conflict is based on win-lose mentality. Hardest type to resolve.

QuickTime™ and aDV/DVCPRO - NTSC decompressor

are needed to see this picture.

Conflict Management StylesConflict Management StylesConflict Management StylesConflict Management Styles Withdrawal:When Conflict seems overwhelming, the first

reaction is usually avoidance.

Surrender:To habitually give into a situation or problem is also construed as a negative conflict management style.

Hostile Aggression: Aggression is often used as a form of intimidation to manipulate others into submissive agreement.

Persuasion: An attempt to alter another persons attitude or behavior.

Dialogue: A verbal exchange of opinions, attitudes, facts and perceptions that opens the doors to greater understandings of the nature of the problem.

Withdrawal:When Conflict seems overwhelming, the first reaction is usually avoidance.

Surrender:To habitually give into a situation or problem is also construed as a negative conflict management style.

Hostile Aggression: Aggression is often used as a form of intimidation to manipulate others into submissive agreement.

Persuasion: An attempt to alter another persons attitude or behavior.

Dialogue: A verbal exchange of opinions, attitudes, facts and perceptions that opens the doors to greater understandings of the nature of the problem.

Steps To Enhance Steps To Enhance Communication SkillsCommunication Skills

Steps To Enhance Steps To Enhance Communication SkillsCommunication Skills

From Negative To PositiveFrom Negative To Positive

1. Speak With Precision And 1. Speak With Precision And DirectnessDirectness

1. Speak With Precision And 1. Speak With Precision And DirectnessDirectness

Select words that accurately describe your thoughts and feelings.

How are you today?….I’m OK

Select words that accurately describe your thoughts and feelings.

How are you today?….I’m OK

2.Enhance Your vocabulary2.Enhance Your vocabulary2.Enhance Your vocabulary2.Enhance Your vocabulary

A small vocabulary decreases the ability to express yourself, whereas a greater number of words to choose from provides you with with greater flexibility to say what you want to say.

Sound more professional, classy, educated.

A small vocabulary decreases the ability to express yourself, whereas a greater number of words to choose from provides you with with greater flexibility to say what you want to say.

Sound more professional, classy, educated.

3.Use Language Appropriate 3.Use Language Appropriate For Your Listening AudienceFor Your Listening Audience3.Use Language Appropriate 3.Use Language Appropriate For Your Listening AudienceFor Your Listening Audience

Assess which words, expressions, and gestures are most conductive to getting your point across.

Child or Adult

Assess which words, expressions, and gestures are most conductive to getting your point across.

Child or Adult

4.Attack Issue Not People4.Attack Issue Not People4.Attack Issue Not People4.Attack Issue Not People

Avoid Character Assassination. Attacking people clouds the issue and makes it harder, if not impossible to resolve issues.

Not good for effective arguments

Avoid Character Assassination. Attacking people clouds the issue and makes it harder, if not impossible to resolve issues.

Not good for effective arguments

5.Avoid Putting Others On 5.Avoid Putting Others On The DefensiveThe Defensive

5.Avoid Putting Others On 5.Avoid Putting Others On The DefensiveThe Defensive

Placing the responsibility of understanding on yourself rather than blaming others minimizes defensiveness.

“I perceive….”

Placing the responsibility of understanding on yourself rather than blaming others minimizes defensiveness.

“I perceive….”

6.Avoid Asking Someone To 6.Avoid Asking Someone To Pass On Your Thoughts Or Pass On Your Thoughts Or Feelings To A Third PartyFeelings To A Third Party

6.Avoid Asking Someone To 6.Avoid Asking Someone To Pass On Your Thoughts Or Pass On Your Thoughts Or Feelings To A Third PartyFeelings To A Third Party

The most effective communication involves talking with someone face to face.*

Effective in the workplace.

The most effective communication involves talking with someone face to face.*

Effective in the workplace.

*But you can still Myspace me and get a faster response.

7.Avoid Information Overload7.Avoid Information Overload7.Avoid Information Overload7.Avoid Information Overload

Attention span is limited, as is the amount of information that can be received and processed.*

Attention span is limited, as is the amount of information that can be received and processed.*

*Like 65 slides on Communication

8.Validate Your Assumptions8.Validate Your Assumptions8.Validate Your Assumptions8.Validate Your Assumptions

Confirm what you think to be true with those that have given you this impression.

Confirm what you think to be true with those that have given you this impression.

9.Resolve Problems When 9.Resolve Problems When They AriseThey Arise

9.Resolve Problems When 9.Resolve Problems When They AriseThey Arise

If you feel there is a misunderstanding, there probably is.

Try to deal with issues as they surface by talking it out with those involved.

Drama free zone.

If you feel there is a misunderstanding, there probably is.

Try to deal with issues as they surface by talking it out with those involved.

Drama free zone.

For Skills To For Skills To Be Effective, Be Effective, They Must Be They Must Be

Practiced Practiced RegularlyRegularly

For Skills To For Skills To Be Effective, Be Effective, They Must Be They Must Be

Practiced Practiced RegularlyRegularly

FinFin

Thank YouThank You The more we remind ourselves of these skills,

the more likely we will use them

Thank YouThank You The more we remind ourselves of these skills,

the more likely we will use them