CommunicationMs. Morris

Define Communication

• Process of sending and receiving messages where 2 or more people achieve understanding of messages– 7% words– 38% voice expression– 55% body gestures

Facts about Communication

75%• Of the workday is talking and listening• Of what we hear, we hear wrong• Of what we hear, we forget within 3 weeks

Communication is the skill we need most,

but yet is the skill we are the poorest at!!

Purpose of Communication

• Inform

• Influence

• Express feelings

Forms of Communication

• Output-based– speaking and writing

• Input-based– listening and reading

• Nonverbal– physical behavior of people

Components of the Communication Process• Situation

• Message

• Sender

• Channel

• Receiver

• Feedback

• Interference

Situation

• When and where a communication takes place

• Occasion and the physical settings are appropriate

Message

• Whatever is intended to be communicated by one person to another

• It is imperative that the message is Clear and Precise

• Messages are more effective if they are…

-A reasonable length

-Correct, concise, and interesting

Receiver• One for whom the

message is intended• Must decode the

message• Will have their own

perception of message based on their own beliefs and knowledge

• Right or wrong, the way it’s perceived is the way it is, at least in our own minds

Perception is Reality!

Feedback

• The way the receiver responds to the message

• Allows the sender to know if the message was clearly understood

Non-verbal Signs

• Eye Contact– Receiver is listening

• Avoid eye contact– Receiver is distracted

• Leaning Back– Not actively engaged in

process• Arms Crossed

– Shutting the sender off• Leaning Forward

– Receiver is engaged in process

• Nodding– Receiver is encouraging

more from the sender

Interference

• Anything that hinders the sender from making the message understood– Outside noise– Distracting thoughts

Communication Barriers

• Language Barriers

• Interpersonal Barriers

• Situational - Timing Barriers

• Organizational Structure and Procedural Barriers

Language Barriers

• Deal with the way our words are understood• Problems arise from words that are…

– Incorrectly used – Used out of context– Too specialized– Too vague– Too many different meanings– Emotional overtones– Too complex or presented in an illogical or

grammatically incorrect way

Language Barriers

• People may block comments they don’t want to hear

• A person may have his mind on something other than what the sender is sending

• Filtering systems can dramatically affect communications– If the message must go through several

different people the initial context of the message may be altered

Interpersonal Barriers

• Deal with the differences and personal characteristics of sender and receiver that may hinder communication– Age– Status– Role– Cultural Differences

• Different level of communication skills affect the process

• Experiences, background, and personalities impact how a message is decoded

Situational- Timing Barriers

• Deal with time and place communication takes place – The amount of noise in the environment

affects how well we understand and can be understood

– We need to match our communication style with the situation

Organizational Structure and Procedural Barriers• Deal with how and trough what structure a

message goes from the sender to the receiver.– Space or distance between offices can affect

communications– Policy may not provide adequate means of

communicating

Overcoming Communication Barriers

• Improve perception

• Improve the physical process of communicating

• Improve relationships and speaking ethically

Improving Communication Skills

• Listening

• Poor habits

• Lack of concentration

• Concentrate too hard

• Jump to conclusions

• Focusing on the person’s appearance or the way they speak may distract listeners

• Try not to:

– Complete the speakers sentences

– Not make eye contact

– Prepare a response to what is being said rather than listening

– Interrupt

Poor Habits

Effective Listening Skills

• Eliminate noise and other distractions

• Be quiet

• Put the speaker at ease by being friendly and attentive

• Let the speaker know you are interested in what is being said

• Take notes

• Listen for main ideas

• Listen to the entire message, even if you think you object to what is being said

• Notice nonverbal communication, such as looks of confusion or boredom

• Try to put aside your opinions of the speaker - focus on the message, not the person

Effective Listening Skills

Improving reading skills

• Concentrate on what you are reading• Eliminate noise distractions• Start by reading instructions, sections

headings or summaries first

• At the end of each section or heading, ask yourself if you understood what was written – if not, reread

• Look up unfamiliar words in a dictionary• Become familiar with “jargon” or words that

are common to a specific subject

Improving reading skills• Read critically and

without prejudice• Do not assume

everything you read is true

• Make the reading mean something to you

• Utilize graphs, charts and other visual aids to simplify what is written

Guidelines for effective writing• Know your audience• Know why your are

writing• Be knowledgeable

about your subject• Present your ideas

clearly, in a logical order

• Be precise• Stay on the topic• Use correct grammar• Use correct style

Speaking

• Speak clearly• Make eye contact with your audience• Use a pleasant tone of voice• Use good grammar and appropriate terminology• Be sure your words are understood• Keep to your subject• Be brief but thorough

Nonverbal Communication

• Study the meanings of body language and use appropriate gestures

• Be aware of your own nonverbal communication by having others watch you while speaking

• Work to convey open, friendly messages– Smiles– Erect posture– Positive nods of the head

• Nonverbal communication is sometimes imprecise - Interpret with care!!!

• Be sensitive to the physical environment

• Use appropriate seating arrangements to match the type of communication environment you want to convey

Nonverbal Communication