Post on 20-Dec-2015
Communication: The Essential
Skill
Communication: The Essential
Skill
Human RelationsHuman Relations
What is communication?What is communication?
The process by which we exchange The process by which we exchange information through a common information through a common
system of symbols, signs, or system of symbols, signs, or behavior.behavior.
The process by which we exchange The process by which we exchange information through a common information through a common
system of symbols, signs, or system of symbols, signs, or behavior.behavior.
Human RelationsHuman Relations
Why do we study communication?Why do we study communication?
Because managers and Because managers and employees are communicators.employees are communicators.
Because managers and Because managers and employees are communicators.employees are communicators.
Human RelationsHuman Relations
Can we ever Can we ever notnot communicate? communicate?
Human RelationsHuman Relations
ListeningListening
Reading/Reading/SeeingSeeing
Body Body LanguageLanguage
ListeningListening
Reading/Reading/SeeingSeeing
Body Body LanguageLanguage
A 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 of FeedbackThe Importance of Feedback
Human RelationsHuman Relations
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 Ask when the reply will will be coming.be coming.
Persist until a Persist until a response response is is received from the 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 Ask when the reply will will be coming.be coming.
Persist until a Persist until a response response is is received from the received from the receiver.receiver.
Barriers to CommunicationBarriers to Communication
Human RelationsHuman Relations
•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
Ten Keys to Effective ListeningTen Keys to Effective Listening
Improving Verbal CommunicationImproving Verbal Communication
Human RelationsHuman Relations
•VoiceVoice
•Word ChoiceWord Choice
•““I” PhrasesI” Phrases
•Follow upFollow up
•VoiceVoice
•Word ChoiceWord Choice
•““I” PhrasesI” Phrases
•Follow upFollow up
•Speak upSpeak up
•Choose the right Choose the right levellevel
•DiscretionDiscretion
•Speak upSpeak up
•Choose the right Choose the right levellevel
•DiscretionDiscretion
Improving Written CommunicationImproving Written Communication
Human RelationsHuman Relations
Sentence Sentence LengthLength
WordinessWordiness
OrganizationOrganization
Appropriate Appropriate ToneTone
Clearly Stated Clearly Stated PurposePurpose
Sentence Sentence LengthLength
WordinessWordiness
OrganizationOrganization
Appropriate Appropriate ToneTone
Clearly Stated Clearly Stated PurposePurpose
CompleteComplete
ConciseConcise
CorrectCorrect
ClearClear
CompleteComplete
ConciseConcise
CorrectCorrect
ClearClear
Nonverbal CommunicationNonverbal Communication
• Messages sent through human actions and Messages sent through human actions and behavior rather through words.behavior rather through words.
• Most nonverbal communication is unconscious Most nonverbal communication is unconscious or subconscious.or subconscious.
• Occurs mostly face-to-face.Occurs mostly face-to-face.• Three factors in message interpretation. Three factors in message interpretation.
Verbal Impact: 7 percent.Verbal Impact: 7 percent. Vocal Impact: 38 percent.Vocal Impact: 38 percent. Facial Impact: 55 percent.Facial Impact: 55 percent.
• Messages sent through human actions and Messages sent through human actions and behavior rather through words.behavior rather through words.
• Most nonverbal communication is unconscious Most nonverbal communication is unconscious or subconscious.or subconscious.
• Occurs mostly face-to-face.Occurs mostly face-to-face.• Three factors in message interpretation. Three factors in message interpretation.
Verbal Impact: 7 percent.Verbal Impact: 7 percent. Vocal Impact: 38 percent.Vocal Impact: 38 percent. Facial Impact: 55 percent.Facial Impact: 55 percent.
The Ability to Manage Communication Dimensions
Selling Without Words (Nonverbal Communication)
Body LanguageBody Language• Includes facial expressions, shifts in posture Includes facial expressions, shifts in posture
and stance, and movement of body limbs.and stance, and movement of body limbs.
• Warning signals that the listener is either not Warning signals that the listener is either not understanding or not accepting the message:understanding or not accepting the message:Rubbing the noseRubbing the noseResting the head in the hands with elbows Resting the head in the hands with elbows
on the deskon the deskFinger under collar or rubbing back of neckFinger under collar or rubbing back of neckCrossed arms or legsCrossed arms or legsPulling the earPulling the earLeaning back in chair with hands on headLeaning back in chair with hands on head
Body LanguageBody Language• Includes facial expressions, shifts in posture Includes facial expressions, shifts in posture
and stance, and movement of body limbs.and stance, and movement of body limbs.
• Warning signals that the listener is either not Warning signals that the listener is either not understanding or not accepting the message:understanding or not accepting the message:Rubbing the noseRubbing the noseResting the head in the hands with elbows Resting the head in the hands with elbows
on the deskon the deskFinger under collar or rubbing back of neckFinger under collar or rubbing back of neckCrossed arms or legsCrossed arms or legsPulling the earPulling the earLeaning back in chair with hands on headLeaning back in chair with hands on head
Human RelationsHuman RelationsVisual Communication Expresses a Person’s Visual Communication Expresses a Person’s
Feelings and EmotionsFeelings and Emotions
Nonverbal CommunicationNonverbal Communication
• http://members.aol.com/nonverbal2/entries.htm#Entries
• http://members.aol.com/nonverbal2/entries.htm#Entries
Proxemics: The physical distance individuals prefer to maintain between themselves and others.
It is best to carefully test for the listener’s comfort It is best to carefully test for the listener’s comfort zone. zone.
Four to twelve feet could be a good distance in which Four to twelve feet could be a good distance in which to begin a conversation.to begin a conversation.
Successful communicators move closer when listener Successful communicators move closer when listener appears to be in agreement.appears to be in agreement.
Comfort zones tend to change with sex, status, or age.Comfort zones tend to change with sex, status, or age.
The closest zone should be entered only by invitation The closest zone should be entered only by invitation or during a handshake.or during a handshake.
It is best to carefully test for the listener’s comfort It is best to carefully test for the listener’s comfort zone. zone.
Four to twelve feet could be a good distance in which Four to twelve feet could be a good distance in which to begin a conversation.to begin a conversation.
Successful communicators move closer when listener Successful communicators move closer when listener appears to be in agreement.appears to be in agreement.
Comfort zones tend to change with sex, status, or age.Comfort zones tend to change with sex, status, or age.
The closest zone should be entered only by invitation The closest zone should be entered only by invitation or during a handshake.or during a handshake.
Human RelationsHuman Relations
A Continuum of Channel RichnessA Continuum of Channel Richness
Memos, lettersMemos, lettersMemos, lettersMemos, letters TelephoneTelephoneTelephoneTelephone
Face-to-faceFace-to-face talktalk
Face-to-faceFace-to-face talktalk
Electronic mailElectronic mailElectronic mailElectronic mail
Formal reports,Formal reports,bulletinsbulletins
Formal reports,Formal reports,bulletinsbulletins
Low channel richness High channel richnessHigh channel richness
AdvantagesAdvantages Provides record Provides record Premeditated Premeditated Easily Easily disseminateddisseminated
DisadvantagesDisadvantages Impersonal Impersonal One-way One-way Slow feedbackSlow feedback
Advantages Advantages Personal Two-way Personal Two-way Fast feedbackFast feedback
Disadvantages Disadvantages No record No record Spontaneous Spontaneous Dissemination Dissemination hardhard