communication skills ele205 mohammad r. rawashdeh
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Communication Skills ELE205 Chapter One Communication Process Mohammad R. Rawashdeh [email protected] Mohammar R. Rawashdeh Mohammar R. RawashdehTRANSCRIPT
Mohammar R. Rawashdeh
Communication SkillsELE205
Mohammad R. Rawashdeh
Mohammar R. Rawashdeh
Communication SkillsELE205
Chapter OneCommunication Process
Mohammad R. [email protected]
Mohammar R. Rawashdeh
Outline
1. Communication definition.
2. Functions of communication.
3. Communication process model.
4. Types of noise.
5. Communication climate.
6. Communication tools.
Mohammar R. Rawashdeh
Why we need Communication?
• We need Communication to deal with people who are important in our
life, work with, live with, learn with…
Mohammar R. Rawashdeh
1-Communication definition
Communication means different things to different people. For example: For the supervisor of a job, it is the way of making sure that job is well done.
So, we can define it: The process of receiving and transmitting messages.
Mohammar R. Rawashdeh
1-Communication definition
Communication is shared understanding of:a) Feeling.b) Thoughts.c) Wants.d) Needs.e) And intentions of the communicators.f) Information.
Mohammar R. Rawashdeh
2-Functions of Communication
Why we communicate?
• Practical needs; buying food, securing a job, renting
apartment, health, safely.
• Social; meeting other people, demonstrate ties, friendships,
relationships.
Are social functions important? & What are the symptoms of failure of social functions?
Mohammar R. Rawashdeh
2-Functions of Communication
cont. Why we communicate?
c) Decision making; More information we
receive, better decisions we make. We use
information to decide: better job, who to
marry, where to live, wear a coat or T-shirt.
Mohammar R. Rawashdeh
2-Functions of Communication
cont. Why we communicate?
d) Personal growth; intellectual, emotional, social &
psychological growth. Through self expression and
feedback from others. Feel appreciated and successful,
obtain new information, increase awareness, new
challenges & experiences….So, we grow as people
Mohammar R. Rawashdeh
3- Communication Process Model
Mohammar R. Rawashdeh
3- Communication Process Model• 1-Sender & receiver: we can be considered as
transceivers. (both sending & receiving messages simultaneously.
• 2- Encoding: senders originate a communication message. An idea comes into mind, and an attempt is made to put this thought into symbols the receiver will understand. Changing thoughts into symbols.
Mohammar R. Rawashdeh
3- Communication Process Model
• 3-Decoding: The receiver who is the distention of the communication message must assign meaning to the symbols so they can be understood.
• Encoding & decoding are unique for each person.
Mohammar R. Rawashdeh
3- Communication Process Model
• 4- Message: is the idea, thought, feeling, opinion, to be communicated. The messages can be clear (direct) or unclear.
• 5-Channel: The line through which the message travels from sender to receiver, such like: face to face, messages are carried by sound and light waves. Now, technology takes place: email, SMS, voicemail.
Mohammar R. Rawashdeh
3- Communication Process Model
• 6-Feedback: receiver’s response to the heard, seen or understood message. How the receiver feels about the message &/or sender
• 7-Noise:any interference that prevents shared understanding.
Mohammar R. Rawashdeh
3- Communication Process Model
• 8- Context: can be divided into: I. Social: deals with the relation between sender &
receiver. With who you communicate with: boss, friend, father, son, leader, slave.
II. Physical: will dictate what you say and how you say it, in class, home, coffee shop.
Mohammar R. Rawashdeh
4- Types of Noise
1) Internal Noise: the dialogues which occur inside our heads.
2) External Noise: noise in the environment.
3) Semantic Noise: occurs when sender and receiver have different meaning of words.
Mohammar R. Rawashdeh
Internal Noise: (inside our head)
Internal Noise includes:a) Attitudes.b) Beliefs.c) Feeling.d) Opinions that influence our ability to send and receive messages.e) Self concepts, how we feel, how we expect,
daydreaming, preoccupation with personal problems are all forms of internal noise.
Mohammar R. Rawashdeh
2) External Noise
•External noise deals with environment noise like other voices, buzzing of machines and so on.•It most affects personal inter-communications.•This type of noise is more obvious than internal noise and is easier to cope with.
Mohammar R. Rawashdeh
3) Semantic Noise
• Occurs when sender and receiver have different meaning of words.
•Semantic noise often occurs when technicians and lay people talk together.
Mohammar R. Rawashdeh
How to overcome noise??
1) Internal noise: being aware of topics and words that you reeling.
2) External noise: turn off noise sources.
3) Semantic Noise: take aware that people may have different meaning of some words.
Mohammar R. Rawashdeh
Outline
1. Communication definition.
2. Functions of communication.
3. Communication process model.
4. Types of noise.
5. Communication climate.
6. Communication tools.
Mohammar R. Rawashdeh
Communication climate :
Communication climate is the environment in which communication either bloom or decay depending on the sum of elements (and their variations):Sender.Receiver.Channel.Method of communication.Objective of communication and others.
Mohammar R. Rawashdeh
Communication climate
•Good communication dose not just happen.
•Effective communication happens when the people involved work to
create a climate of openness, honest
& respect.
Mohammar R. Rawashdeh
Communication climate
Effective communication happens when people act
to minimize break downs that are likely to occur.
Also, when they involved work to create a climate
of openness, honest and respect..
Mohammar R. Rawashdeh
Communication climate
Awareness of the following principles may
prevent some breakdowns:
1)We are always communicating: Intend or not,
we spend more than
75% of our total time
communicating.
Mohammar R. Rawashdeh
Communication climate
2) The message sent is not necessarily the same message received:
Some experts claim that
50% of our communication
is misunderstood.
Mohammar R. Rawashdeh
Communication climate
3) Who sends the message is a part of it: For example if we
hear the message “I hate you” the meaning of message change if
it were said by a stranger, friend or enemy or child or wife…
Example: try to understand if your manager, enemy or stranger, says:
‘I love you’…!!
Mohammar R. Rawashdeh
Communication climate
4) The meaning of words are inside of us: words do
not mean people attach meaning to words.
5) Communication is learned:
In general, communication is “culture bound” thus we
can learn new and better ways of communication
( language, gesture, culture) in which we are raised
Mohammar R. Rawashdeh
Communication Tools :
A series of guidelines & skills for improving our interactions with others
& assist effective communication.
1)Overcoming barriers ( such like noise)
2)Giving and getting feedback
3)Recognizing and limiting overload
4)Improving relations
5)Remaining sensitive to organization structure
Mohammar R. Rawashdeh
Communication Tools1)Overcoming barriers:
a)Gossip: unsubstantiated, unproven, incorrect or unconfirmed rumor.
Messages become distorted as they move from person to person poor
communication.
To overcome gossip:
1- Check facts by face to face with the
people directly involved.
2- Don’t pass any message on.
Mohammar R. Rawashdeh
Communication Tools
1)Overcoming barriers:
b) Gaps: occur because people are different in gender, age,
position, cultural…
•Assuming that all people in a one group have a certain
stereotype can produce divisions between people.
•We must questioning these stereotypes and focus our
communication on individuals not on representative members
Mohammar R. Rawashdeh
Communication Tools
1)Overcoming barriers:
c) Loss of emotional control: is inability to control
emotions, for example:-Skillful persuader may prevent listeners from receiving the
information objectively.-Disagreeable or offensive topics cause defensive responses.We can overcome by:- being aware of phrases , terms or topics that may
create an emotional response.- Recognizing that people have different views of the world
Mohammar R. Rawashdeh
Communication Tools
1)Overcoming barriers:
d) Defensiveness: tendency to misinterpret comments, like personal attack.
E.g. lost equipment. Or to misinterpret another comments as a personal attack when
that was not the intention.
It can be minimized by developing an accurate self-concept by checking possible
interpretations with speakers and by sharing feeling and thoughts honestly.
e) In addition to the three types of noises we talk about earlier.
Mohammar R. Rawashdeh
Outline
1. Communication definition.
2. Functions of communication.
3. Communication process model.
4. Types of noise.
5. Communication climate.
6. Communication tools.
Mohammar R. Rawashdeh
Communication Tools :
A series of guidelines and skills for improving our interactions
with others:
1)Overcoming barriers
2) Giving and getting feedback
3)Recognizing and limiting overload
4)Improving relations
5)And remaining sensitive to organization structure
Mohammar R. Rawashdeh
Communication Tools
2) Giving and getting feedback: always worthwhile for increased
understanding.
The source of difficulty come from how we receive message and how we
provide feedback.
• Make your feedback have the impact, it deserves by the manner and
approach you use to deliver feedback.
Mohammar R. Rawashdeh
Communication Tools
2) Giving and getting feedback
Sender/ Receiver
Receiver/ Sender
Get feedback
Give feedback
Mohammar R. Rawashdeh
Communication Tools2) Having and getting feedback: a) Giving feedback strategies :
i. Make the feedback appropriate. Chose the time, the type, place, .. upon the sender request &
when it is necessary to clarify the message
ii. Make the feedback specific.
iii. Make the feedback positive especially when it contains constructions criticism. Use positive
feedbacks before & after negative ones. Do not make negative feedbacks in front of others.
Mohammar R. Rawashdeh
Communication Tools2) Having and getting feedback:b) Receiving feedback:
•Ask for feedback then receive it openly.
•Acknowledge the feedback, and thank the receiver.
•Consider the feedback received. Be open suggestions, opinions & concerns the receiver may
share with you. (improve your decision & make the listener feel values).
Suggestion boxes, open door policies and team meeting are ways to promote feedback.
Mohammar R. Rawashdeh
Communication Tools
3) Recognizing and limiting information overload:•Information overload occurs when you become burdened and
overwhelmed by too much paper-based, electronic and verbal
information.
•Information overload can lead to reduced productivity, added stress,
difficulty of making decisions, and decreased attention span and memory.
.
Mohammar R. Rawashdeh
Communication Tools3) Recognizing and limiting information overload:To combat this overload, it is essential to adopt effective strategies for managing information:
•Recognize overloads in others (acknowledge your awareness of their overload & ask for more
time to meet).
•Recognize overloads in self (ask for help, let others know you are busy).
•Limit overload situations (arrange & schedule your communication in a realistic time frame).
Mohammar R. Rawashdeh
Communication Tools4) Improving relations:a)Positive regard: accept other people for who they are as human beings regardless f their
money, power, color, …
b)Empathy: develop an interest of others. Put yourself in their shoes
c)Openness: share your own true feeling , thoughts & experience.
d)Trust:
•Task trust: handing out paper work within the dead line. Carrying out whatever is expected of
you.
•Interpersonal trust ( keeping secrets, defending people who unfairly criticized)
Mohammar R. Rawashdeh
Communication Tools
5) Remaining sensitive to organization structure:a)Formal networks:
•Are those established by management and are often represented in organization
charts.
•these networks identify a chain of command provide a feedback system and
regulate the kind of communication.
• You must know your responsibilities which involve sending and receiving
information through the proper channels in a specific chain.
Mohammar R. Rawashdeh
Communication Tools
5) Remaining sensitive to organization structure:a)Formal networks:• The greatest advantage is the structure they provide for getting the work done,
however communication flow may be slow, cumbersome and
impersonal.
•Such networks could save the
company time and money .??
Mohammar R. Rawashdeh
Communication Tools
5) Remaining sensitive to organization structureb) Informal networks :
Develop as the result of employee friendships, common interests and
proximity workers have to one another outside of the chain.
Mohammar R. Rawashdeh
Communication Tools
5) Remaining sensitive to organization structureb) Informal networks :
•They build morale and establish rapport by providing face-to-face
contact, immediate feedback, and additional information.
•They may generate inaccurate or incomplete information, gossip, or
cause resentment among workers who are not a part of the network.
Mohammar R. Rawashdeh
Communication Tools
5) Remaining sensitive to organization structureIn summery:
Sensitivity to organizational structure requires that you
understand informal and formal networks and keep in mind the
advantages and disadvantages of both
Mohammar R. Rawashdeh
Conclusion:
1. Communication is a process that satisfies basic human needs.
2. In order to communicate effectively we need to understand the
elements, principles, and barriers that influence this process.
3. Also we need to develop strategies that will promote understanding
Mohammar R. Rawashdeh
End of chapter 1Any Question?