communication
TRANSCRIPT
Communication
Unit - 2
Communication
Communication can be defined as the process of
transmitting information and common
understanding from one person to another (Keyton,
2011)
Chinese Whisper
“ Hello, I am in room 701. May I please have the sirloin
steak, cooked medium rare, garlic potatoes, and the salad
with the dressing
on the side?”
Categories
Spoken/Verbal
Non Verbal - Gestures
Written
Visualisation - Graph,chart,map,logo
Interpersonal Communication
Face to face by verbal & non verbal message.
It is about how it is said along with tone,facial
expression,gesture and body language.
Elements of interpersonal
communication
Communicator
Message
Noise
Feedback - reply
Context - where
Channel - via phone ? direct ?
Effective Listening
Listening not hearing
Points for active listening
Silent Environment
Preperation
Open mind
Avoid distraction
Delay the judgement
Dont interrupt
Dont hang on
Dont stereotype speaker - compartmentalizze
Questioning
Process of seeking a reply
Questioning
Obtain info
Start conversation
Test understanding
Show intetest in person
Seek support / oppose
Closing communication
Happy folding
or
No response/no gesture/no looking/no listening
Common barriers to effective
communication
Use of jargon - technicality/difficult to understand
Emotional barrier/taboo - orthodox society
Disinterest
Hearing impaired/Speech difficulty
Accent issues - UK/US
Assumption - expectation/prejudice
Cultural difference - racism
Smile for Life !!!