Marinita Schumacher

Key Principles of

Effective Communication

Effective Communication

• is crucial for working successfully with others

• enables to maintain relationships

• accomplishes tasks with both individuals and

groups

• motivates

• helps to overcome obstacles

• creates a relaxed, comfortable, trustful and

psychologically safe feeling

What is Communication?

• „Communication is a dynamic process that

individuals use to exchange ideas, relate

experiences and share desires through speaking,

writing, gestures or sign language.“

Glenn & Smith, 1998

Components of Communication

• anthropological component –

• social component –

• signal component –

• process component –

Krallmann/ Ziemann, 2001

communication happens between at least two human beings

participants have certain intensions when

communicating and understanding each other

during communication participants refer to a socially

adapted set of signs in order to transmit a message

there are continuous changes during communication

One can't not communicate!

• Any kind of behaviour is communication

• Communication is an interactive process of

sending and receiving messages

• Communication can be seen as the link between

the sender’s and receiver’s internal experiences

!

The effectiveness of any

communication depends

on how closely the receiver’s

understanding matches

the sender’s intent

Watzlawick, 1996

Sender and Receiver

SIGNAL

SENDER RECEIVER

The only message

that matters

is the one the other

person receives

!

Schulz von Thun, 2001

encodes the meaning

in his mind to a signal

deciphers this signal

so that a similar

meaning is stimulated

in his mind

= a recognisable

term, the sum of the

messages in

interpersonal

communication

Verbal and non-verbal signals

• Verbal signals

– transmit the content

– are the words of the

message

– deal with speech,

intonation, pitch, rhythm,

etc.

• Non-verbal signals

– transmit the relational

dimension

– postures, body

movements, touches,

tone of voice, eye

contact, pauses, rate of

speech and volume

! Each message consists

of verbal and

non-verbal signals

Birkenbihl, 2005

A simple example from daily life

• Verbal example

„I am amused“

– The sentence is spoken, the sense can be recognised by the different words and letters used

• Non-verbal example

Somebody is laughing

– In this case laughing is body language which can indicate the fact, that the person is amused

Four sides of a message

SENDER RECEIVER

SIGNAL

Factual information

Relationship

Self-re

vela

tion

SIGNAL

Schulz von Thun, 2001

• Factual information – explains the fact

• Self-revelation – expresses the sender himself and his feelings

• Relationship – expresses what the sender expects from the receiver

and what kind of relationship (contact) exists between the parties

• Appeal – seeks to have an influence on the other

Explanations of the four sides

Schulz von Thun, 2001

A simple example from daily life

MOTHER SON

Relationship

“You don„t visit me enough“

Self-re

vela

tion

“I a

m lo

nely

”

Factual information

“Your presence is nice“

“It„s nice

that you are

here again“

Schulz von Thun, 2001

Few tips towards Active Listening:

Understand your own communication style.

Be an active listener.

Use normal communication.

Give Feedback

Improving Body Language -

Tips

• Keep appropriate distance

• Touch only when appropriate

• Take care of your appearance

• Be aware - people may give false cues

• Maintain eye contact

• Smile genuinely

Thank You