Communication:

The Essential Skill

Communication:

The Essential Skill

What is communication?

The process by which we The process by which we exchange information through exchange information through a common system of symbols, a common system of symbols,

signs, or behavior.signs, or behavior.

The process by which we The process by which we exchange information through exchange information through a common system of symbols, a common system of symbols,

signs, or behavior.signs, or behavior.

Can we ever Can we ever notnot communicate? communicate?

ListeningListening

Reading/Reading/SeeingSeeing

Body Body LanguageLanguage

ListeningListening

Reading/Reading/SeeingSeeing

Body Body LanguageLanguage

The Communication ProcessThe Communication Process

Exhibit 11–2

The Communication ProcessThe Communication Process

• Encoding–The sender’s process of putting the message into

a form that the receiver will understand.

• Communication Channels–The three primary channels are oral, nonverbal,

and written.

• Decoding–The receiver’s process of translating the message

into a meaningful form.

A Model of the Communication ProcessA Model of the Communication ProcessA Model of the Communication ProcessA Model of the Communication Process

SENDER RECEIVER

Message encoded

Message decodedMessage

FeedbackFeedback decoded

“Noise”: culture, values, traditions.

Feedback encoded

Frame of Reference Frame of Reference

The Importance The Importance of Feedbackof Feedback

When Face to Face:When Face to Face:

Ask questions to Ask questions to determine if you have determine if you have been understood.been understood.

Ask the receiver to Ask the receiver to restate what you have restate what you have said.said.

Watch for signs of Watch for signs of understanding – understanding – nodding; frowning.nodding; frowning.

When Face to Face:When Face to Face:

Ask questions to Ask questions to determine if you have determine if you have been understood.been understood.

Ask the receiver to Ask the receiver to restate what you have restate what you have said.said.

Watch for signs of Watch for signs of understanding – understanding – nodding; frowning.nodding; frowning.

Not Face to Face:Not Face to Face:

Request a written Request a written answer to a written answer to a written message.message.

Ask when the reply will Ask when the reply will be coming.be coming.

Persist until a response Persist until a response is received from the is received from the

receiver.receiver.

Not Face to Face:Not Face to Face:

Request a written Request a written answer to a written answer to a written message.message.

Ask when the reply will Ask when the reply will be coming.be coming.

Persist until a response Persist until a response is received from the is received from the

receiver.receiver.

Major Communication BarriersMajor Communication Barriers

Exhibit 11–3

Barriers to CommunicationBarriers to Communication

•SensesSenses

•SemanticsSemantics

•EmotionsEmotions

•ExpectationsExpectations

•PersonalityPersonality

•SensesSenses

•SemanticsSemantics

•EmotionsEmotions

•ExpectationsExpectations

•PersonalityPersonality

•PrejudicePrejudice

•ChangesChanges

•Poor Poor organizationorganization

•Info OverloadInfo Overload

•Poor ListeningPoor Listening

•PrejudicePrejudice

•ChangesChanges

•Poor Poor organizationorganization

•Info OverloadInfo Overload

•Poor ListeningPoor Listening

Organizational CommunicationOrganizational Communication

• Vertical Communication–The flow of information both downward and

upward through the organizational chain of command.

• Horizontal Communication–The flow of information between colleagues and

peers.

• Grapevine–The flow of information in any direction

throughout the organization.

Organizational Communication:Formal Communication

Organizational Communication:Formal Communication

Exhibit 11–1a

Organizational Communication:Informal Communication

Organizational Communication:Informal Communication

Exhibit 11–1b

Message Transmission ChannelsMessage Transmission Channels

Exhibit –4

Oral CommunicationsOral Communications

• Advantages–Easier–Faster–Encourages feedback

• Disadvantages–Less accurate–Leaves no permanent

record

Nonverbal CommunicationsNonverbal Communications

• Nonverbal Communication–Includes messages sent without words.–Setting (physical surroundings)–Body language

• Facial expressions

• Vocal quality (how said, not what said)

• Gestures

• Posture

–Disadvantage• Can be misinterpreted by receiver.

Written CommunicationsWritten Communications

• Advantages–More accurate–Provides a permanent

record

• Disadvantages–Takes longer–Hinders feedback

Selecting the Message Transmission Channel

Selecting the Message Transmission Channel

• Media Richness–The amount of information and meaning conveyed

through a channel.• Oral channels (e.g., face-to-face) are the richest

channels, useful for sending difficult and unusual messages.

• Written channels are less rich, useful for simple and routine messages.

• Combined channels are best used for important messages that must be attended to.

Sending MessagesSending Messages

• Planning the Message–What is the goal of the message?–Who should receive the message?–How should the message be sent?–When should the message be sent?–Where should the message be sent?

The Face-to-Face Message-Sending ProcessThe Face-to-Face Message-Sending Process

Model 11–1

1. Develop rapport.1. Develop rapport.

2. State your communication objective.

2. State your communication objective.

3. Transmit your message.3. Transmit your message.

4. Check receiver’s understanding.

4. Check receiver’s understanding.

5. Get a commitment and follow up.

5. Get a commitment and follow up.

Checking Understanding: FeedbackChecking Understanding: Feedback

• Feedback–The process of verifying messages.

• Paraphrasing–The process of having the receiver restate the

message in his or her own words.

• Feedback Problems–Receivers feel ignorant.–Receivers are ignorant.–Receivers are reluctant to point out sender’s

ignorance.

Checking Understanding: FeedbackChecking Understanding: Feedback

• How to Get Feedback–Be open to feedback

• There are no dumb questions.

–Be aware of nonverbal communication• Make sure your nonverbal communication encourages

feedback.

–Ask questions• Don’t take action before checking on message.

–Use paraphrasing• Check the receiver’s interpretation of your message.

The Message-Receiving ProcessThe Message-Receiving Process

Exhibit 11–5

Response StylesResponse Styles

Exhibit 11–6

Response StylesResponse Styles

• Advising–Providing evaluation,

personal opinion, direction, or instructions.

• Diverting–Switching the focus of

the communication.

• Probing–Asking the sender for

more information.

• Reassuring–Responding to reduce

the intensity of emotions.

• Reflecting–Paraphrasing the

message to indicate acceptance and understanding.

Calming an Emotional PersonCalming an Emotional Person

• Empathic Listening–The ability to understand and relate to another’s

situation and feelings.

• Dealing with Emotional People–Don’t make statements putting the person down.–Do make reflective empathic responses.–Paraphrase feelings.

NONVERBAL COMMUNICATIONNONVERBAL COMMUNICATION

Movements, gestures, body positions, vocal qualities and a variety of unspoken signals sent by people, often in conjunction with verbal messages

COMMUNICATION OF FEELINGSCOMMUNICATION OF FEELINGS

Words(verbal)

7%

Vocal38%

Facial55%

BBODYODY L LANGUAGEANGUAGE

Eye contact

Posture

Facial expressions

Nodding of head

Gestures

The Body Language Dictionary

VOCAL CUESVOCAL CUES

Pitch

Volume

Rate of speech

Voice quality

Articulation

Pauses

Silence

Semantics

AAPPEARANCEPPEARANCE A ANDND G GROOMING ROOMING

Hygiene

Clothing and Accessories

SSPATIALPATIAL C CUESUES

Intimate distance 0-18”

Personal distance 18”-4’

Social/work distance 4’-12’

Public distance 12’ or more

EENVIRONMENTALNVIRONMENTAL C CUESUES

Clutter

Cleanliness

Offensive items

MMISCELLANEOUSISCELLANEOUS C CUESUES

Personal habits

Time allocation and attention

Follow-through

Etiquette and manners

Color

RROLE OLE OOF F GGENDERENDER

Communication differences

Approach relationships differently

Brains develop at different rates

IMPACT OF CULTURE

• Personal knowledge & growth increases• Awareness of similarities important• Must learn about cultures, habits, values &

beliefs• Requires action plan for learning about other

cultures & people

UUNPRODUCTIVE NPRODUCTIVE BBEHAVIORSEHAVIORS

Unprofessional handshake

Fidgeting

Pointing fingeror object

Raising eyebrow

Peering over glasses

Crossing arms

Holding hands near mouth

IIMPROVING MPROVING NNONVERBALONVERBAL C COMMUNICATIONOMMUNICATIONIIMPROVING MPROVING NNONVERBALONVERBAL C COMMUNICATIONOMMUNICATION

Seek out nonverbal cues

Confirm perceptions

Seek clarifying feedback

Analyze interpretations of cues