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Chapter 5

Lesson OutcomeLesson Outcome• Communication

– Communication process– Communication styles– Listening skills– Communication breakdowns (issues,

challenges and management strategies)

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Definition

• Communication is the act of transmitting information and meaning from one individual or group to another

• Objective: to share information, create human relationship

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Importance of Effective Communication

• Enhance professional image• Most people spend about 70%

communicating (reading, writing, speaking & listening)

• Basis for all human interaction• Research indicates that as much as 70%

of all business communication fails to achieve the intended purposes

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Importance of Effective Communication (cont’d)

• Cannot function effectively at workplace without good communication

• Widespread use of technology require IT workers to communicate effectively and articulately

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Communication Model

message

feedback

receiver

sender

Communication Styles

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Passive CommunicationPassive Communication

• Typically, a passive communicator:

– Doesn’t express honest feelings.– Makes little or no eye contact.– Lets others make decisions.– Feels anxious, helpless, and manipulated.– Apologizes frequently.

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Aggressive CommunicationAggressive Communication• Typically, an aggressive communicator:

– Makes decisions for others.– Makes others feel uncomfortable.– Is brutally honest.– Shows impatience.– Glares at others.– Is direct and forceful.– Humiliates others.

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Assertive CommunicationAssertive Communication• Typically, an assertive communicator:

– Is direct and self-respecting.– Demonstrates a willingness to negotiate, listen, and

compromise.– Chooses to make decisions.– Makes others feel valued and respected.– Converts win-lose situations to win-win situations.– Feels confident and task oriented.– Demonstrates a concern for the feelings and rights of

others.

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Communication Pointers Communication Pointers Be clear. Don’t use multi-syllable words to impress

the listener.

Be complete but brief. Include all necessary information but don’t overburden listeners with information they don’t need.

Use variety in your speak. Make statements, ask questions, and change the tone of your voice.

Omit distracting words. Avoid using trite and meaningless terms such as you know, like, and uh.

Look for feedback. Check often to determine if your message has been understood. Look for both verbal and nonverbal feedback.

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Some Rewards of Assertive Some Rewards of Assertive CommunicationCommunication

– Reduces the anxiety and stress caused by misunderstanding.

– Improves self-esteem and self-confidence.– Provides respect for your ideas and opinions.– Motivates others to clearly state their ideas and

opinions.– Provides a sense of self-control.

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Some Rewards of Assertive Some Rewards of Assertive Communication Communication (Continued)(Continued)

– Provides the ability to say “no” when you mean “no” without feeling guilty.

– Protects you from being taken advantage of by others.

– Minimizes alienating others.

– Demonstrates respect for the feelings of others.

FORMS OF COMMUNICATION

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Forms of CommunicationForms of Communication• There are three forms of communication:

– Written.

– Oral (spoken).

– Nonverbal (no words). Includes gestures, facial expressions, posture, eye contact, and touch.

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Written CommunicationWritten Communication Effective writing tipsAsk yourself: “What am I trying to achieve by this communication?

Present data to support your request, conclusion, or recommendation.

Use correct grammar, spelling, and punctuation; avoid slang words.

Be clear about the feedback you want.

Organize your communication logically.

Choose an appropriate written communication method.

Make your message clear, concise, courteous, complete, and correct.

Proofread even if the spelling checker says there are no errors.

State your purpose in the first paragraph.

Ask others to review your work.

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Oral CommunicationOral Communication• Do’s of good oral communication:

– Speak clearly and courteously.

– Avoid overusing the word i.

– State your main points first and then elaborate.

– Consider your audience and empathize with your listeners.

– Use positive language.

– Use standard language and enunciate properly.

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Oral CommunicationOral Communication• Don’ts of good oral communication:

– Don’t use um or ah as fillers between words.

– Don’t be sarcastic, rude, or pushy.

– Don’t make personal attacks.

– Don’t jump from topic to topic without a transition.

– Don’t expect others to always agree with you.

– Don’t use informal words or phrases known only to a select group.

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Nonverbal CommunicationNonverbal CommunicationNonverbal communication includes:

Gestures.

• Point a finger. • Place hands on hips.• Hold up three fingers to make three points.

Body language and posture.

• Lean toward the listener.• Cross arms across your chest.• Stand or sit erect or slouch.

Facial expressions and eye contact.

• Smile, frown, or wink.• Make direct eye contact or glance down.

Touch.• “High-five” or pat someone on the back.• Touch a person’s arm or shoulder.

Listening Skills

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Listening SkillsListening Skills• Barriers to listening:

– Distractions.

– Thinking ahead to what you want to say.

– Mind moving too fast.

– Lack of attention.

– Selective listening.

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Are You anAre You an Active ListenerActive Listener??Active listeners:Active listeners:• Prepare to listen.

• Are genuinely interested in what the speaker is saying and understanding what the message means.

• Have a confident, positive attitude.

• Set aside prejudices and listen with an open mind.

• Block out noise and distractions.

• Avoid emotional responses.

• Listen to both verbal and nonverbal messages.

• Jot down the speaker’s main points and questions to ask (when appropriate).

• Separate fact from opinion.

• Use body language, gestures, and verbal comments to show that they are listening.

BARRIERS TO COMMUNICATION

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Barriers to CommunicationBarriers to Communication • Common communication barriers:

– Word choice. • Colloquialisms• Jargons• Sexist language

– Confusing messages.– Poor choice of communication channel.

• Written• Oral

– Interruptions, distractions, and distance.

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Common ColloquialismsCommon ColloquialismsWhat we say What we meanI am interesting.I got interest lah. I am interested.

I will send you to the airport. I will take you to the airport.

Follow me!(and walks to his own car) Follow me in your own car.

I follow your car. I will follow (go with) you in your car.

You are so sensitive. You take offense too easily.

My tyres no flower. My tyres are bald.

Please 'go-stun' your car. Please reverse your car.

MANGlish•lah

•Used to affirm a statement (similar to "of course"). Frequently used at the end of sentences and usually ends with an exclamation mark (!). Don't be an idiot•lah! nia/mia Used to affirm a sentence (similar to "only"). It is similar to "mah" and "lah" but used in a casual context. i got RM5 'nia' , he is very stupid 'mia'

•mah •Used to affirm a sentence but not as strongly as "lah". Used at the end of sentences. She's like that mah.. nah Derived from the Malay expression of

•"Nah!". •This is not the usual 'Nah' which means 'No'. Used when giving something to another person. Nah, take this! (Here, take this!)

•meh •Used when asking questions, especially when a person is skeptical of something. Really meh? Cannot meh?

  

MANGlish• Malaysian English and SINGAPORE ENGLISH

have much in common, with the main exception that English in Malaysia is more subject to influence from Malay.

• Local vocabulary includes: such borrowings from Malay as – bumiputera (originally SANSKRIT, son of the

soil) a Malay or other indigenous person, – dadah illegal drugs, – rakyat the people, citizens, – Majlis (from ARABIC) Parliament,

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Gender Neutral LanguageGender Neutral Language• Gender neutral language aims at

minimizing assumptions about gender.– Avoid the use of “man” in occupational titles.

• Don’t say: policeman, mailman, chairman.• Say: police officer, mail carrier, chairperson.

– Avoid using gender-specific pronouns such as his or her.

• Don’t say: A doctor needs to vaccinate his patients.• Say: Doctors need to vaccinate their patients.

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“To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.”

---Anthony Robbins