Download - 1. Communication COEB422_Sem 2 1516

8/17/2019 1. Communication COEB422_Sem 2 1516

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Mr Daud Bin MohamadOriginal Notes by Prof. Dr.Norashidah Md Din for COEB 422

Engineers in Society

Module 3 : Topic 1/3

COMMUNICATION


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All the world's a stage, And allthe men and women merelyplayers: They have their exitsand their entrances; …


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Communication is shared feelings/shared understanding.

If you can honestly achieve that goal, you are communicating.


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Regardless of the size of the companyyou are in – whether a largecorporation, a small company, or even

a home-based business – effectivecommunication skills are essential forsuccess.


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Memo, fax, e-mail, voice mail, letter.

Phone call, in-person.Two-Way

One-Way

Collaborative

Team meetings, consulting,consensus, decision making,

group problem solving.


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Effective Communication

http://localhost/var/www/apps/conversion/tmp/scratch_3/funny%20communication%20skills.mp4http://localhost/var/www/apps/conversion/tmp/scratch_3/funny%20communication%20skills.mp4


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Occurs when the right personsays the right things to the

right people at the right placeat the right time in the rightway to be heard and

understood and to producethe right response


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Increase productivity.

Reduce stress.

Better understand what othersare saying.

Better understand how to getyour message across.

Enhance relationships.

Save time and money.


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Source:

Why to communicate? What to communicate?

Usefulness of the communication.

Accuracy of the Information to be communicated.

Encoding:

• The process of transferring the information you want to communicate into

a form that can be sent and correctly decoded at the other end.

• Ability to convey the information.

• Eliminate sources of confusion. For e.g. cultural issues, mistaken

assumptions, and missing information.

• Knowing your audience.


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Written Communication Channels◦ Letters,

◦ e-Mails,

◦ Memos,

◦ Reports.

Verbal Communication Channels

◦

Face-To-Face meetings,

◦ Telephones,

◦ Video Conferencing.


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Strengths and WeaknessesVerbal Communication:

Strength - Role of Body Language.

Weakness - Not possible to give long list of

directions

Written Communication:

Strength - A proof of a communicationWeakness - Written words does not show a

person’s actual feelings.


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EFFECTIVE DECODING:

◦ Listen actively,

◦ Reading information carefully,

◦ Avoid Confusion,

◦ Ask question for better understanding.

• The audience or individuals to whom we aresending the information.

THE INFLUENCE FOR RECEIVER:

• The prior knowledge can influence the receiver’sunderstanding of the message.

• Blockages in the receiver’s mind

• The surrounding disturbances.


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FEEDBACK:

Feedback can be:

Verbal Reactions andNon-Verbal Reactions.

Positive feedback and

Negative feedback.


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CONTEXT:

1.Various Cultures (Corporate, International, Regional, etc),

2.Language,

3.Location or Place (Restaurant, Office, Auditorium, Room,etc).

4.Situation

The sender needs to communicate the context to the

receiver for better clarity in the communication process.


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Hear What People Are Really Saying

Listening is one of the most importantskills you can have.

How well you listen has a major impacton your job effectiveness, and on thequality of your relationships with others.


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Given all the listeningthat one do, you wouldthink one would be goodat it! In fact not.

A study being made

found that we

remember a dismal 25-50% of what we hear!!!


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Active Listening

That means that when you talk toyour boss, colleagues or customersfor 10 minutes, they only really hear

2½-5 minutes of the conversation.


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Active Listening

Turn it around and it revealsthat when you are receivingdirections or being presented

with information, you aren’thearing the whole messageeither.

You hope the important parts

are captured in your 25- 50 ,

but what if they’re not?


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Active Listening

Clearly, listening is a skill that we canall benefit from improving.

By becoming a better listener, youwill improve your productivity, aswell as your ability to influence,persuade negotiate.

What’s more, you’ll avoid conflict andmisunderstandings – all necessaryfor workplace success.


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Becoming an Active Listener

There are five key elements of active listening. They all help you

ensure that you hear the other person, and that the other personknows you are hearing what they are saying.

1.Pay attention.

Give the speaker your undivided attention and acknowledge the

message. Recognize that what is not said also speaks loudly.•Look at the speaker directly.

•Put aside distracting thoughts. Don’t mentally prepare a

rebuttal!

• Avoid being distracted by environmental factors.•“Listen” to the speaker’s body language.

•Refrain from side conversations when listening in a group

setting.


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2.Show that you are listening.Use your own body language and gestures to

convey your attention.

•Nod occasionally.

•Smile and use other facial expressions.•Note your posture and make sure it is open and

inviting.

•Encourage the speaker to continue with small

verbal comments like yes, and uh huh.


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3.Provide feedback.

Our personal filters, assumptions, judgments, and

beliefs can distort what we hear. As a listener, your

role is to understand what is being said. This may

require you to reflect what is being said and ask

questions.•Reflect what has been said by paraphrasing. “What I’mhearing is…” and “Sounds like you are saying…” are

great ways to reflect back.

•Ask questions to clarify certain points. “What do you

mean when you say…” “Is this what you mean?”•Summarize the speaker’s comments periodically.


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4.Defer judgment.

Interrupting is a waste of time. It frustrates the speaker and

limits full understanding of the message.• Allow the speaker to finish.

•Don’t interrupt with counter -arguments.

5.Respond Appropriately.

Active listening is a model for respect and understanding.You are gaining information and perspective. You add

nothing by attacking the speaker or otherwise putting him or

her down.

•Be candid, open, and honest in your response.• Assert your opinions respectfully.

•Treat the other person as he or she would want to be

treated.


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The principles of “rightness” appliedin communication

Projection of image that is expected of

the profession throughcommunication

Chinese proverb:If you wish to know the mind of a

man, listen to his words.


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Topic challenge:

◦ Give the best practices discussed in the lecture ashot

◦ Who knows might work to your advantage in life!!!