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Communication . . .
Written & OralCommunication
One-Way/Two-Way
Verbal & Non-verbal
Questioning Listening
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Receiver
4. Decoding
5. Perceived meaning
Person B
Sender
6. Intended meaning
7. Encoding
Sender
1. Intended meaning
2. Encoding
Person A
10. Intended meaning
9. Decoding
(receiver)
8. Communication
channel
3. Communication
channel
Two-way
communication
if B sends
feedback to A
One-way
communication
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One-way communication
Process in which information flows in only
one direction
No feedback from the receiver
Faster and easier for sender
Two-way communication Process in which information flows in two
directions
Receiver provides feedback
Basis for constructive exchanges
More difficult and time consuming
More accurate
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Oral channel Advantages - questions can be asked and answered
Feedback is immediate and direct
Receiver can sense the senders sincerity More persuasive
Disadvantages
Can lead to spontaneous, ill-considered
statements
There is no permanent record of thecommunication
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Written channel Advantages - message can be revised
Provides a permanent record
Message stays the same when sent to severalreceivers
Receiver has more time to analyze the message
Disadvantages - sender has no control overwhere, when, or if the message is read Sender does not receive immediate feedback
Receiver may not understand parts of the message
Message must be longer to answer anticipatedquestions
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Verbal skills
Powerful messages are simple stated message
Are straight & direct
Spoken & Written Messages
Nonverbal skills Can support or undermine the stated message
Nonverbal cues may make a greater impact than other signals
Can send a positive message with nonverbal signals by:
Arranging the office to foster open communication
Body language Facial expression and tone of voice
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Listening Skills
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Helps understand what the speaker wants to convey
Avoids any misunderstanding or communication gap
Helps avoid conflict, stress, or errors
Builds good rapport and relationship between members in
a team
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Encompasses five steps
Is of three typespassive,selective, and active
Needs to be active for effective
communication
When active, helps listener
check understanding
1. Hearing
2. Interpreting
3. Evaluating
4. Remembering
5. Responding
Steps Types
Passive
Selective
Active
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Boredom
Situation
Pre-conceived notions
Tiredness
Jumping to conclusions
Selective listening
Speed of talking
Extensive use of jargons orclichs
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Put aside any other work.
Avoid distraction.
Focus on listening without pre-conceived ideas or prejudices.
Show empathy towards the speaker.
Avoid arguing and criticizing while listening.
Ask questions to get more information.
Repeat or summarize the conversation.
Give feedback.
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WANNA CHECK
YOUR LISTENING
SKILLS
WANNA CHECK
YOUR LISTENING
SKILLS
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Speak calmly.
Speak with a slow speed and tone of your voice.
Speak with low volume and pitch of voice.
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Speak with extra emphasis on words.
Speak with a high volume and increased pitch of voice.
Speak using high speed and tone of voice.
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Speak clearly and firmly in a pleasant voice.
Speak with appropriate volume and pitch of voice.
Speak in normal speed and modulate the tone of your voice.
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It is the ability to honestly express your opinions, feelings,attitudes, and rights, without undue anxiety, in a way thatdoesnt infringe on the rights of others
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Desirable skillReduces tension
Increases mutual regardGains relevance and prominenceBoosts self-confidence
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Respect others rights
Ensure good interpersonal relationships
Express your rights honestly and clearly
Stand up for your rights firmly and politely
Always seek effective outcomes
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Non-assertive communication: Camouflaging message Hesitant phrases Frequent justifications Profuse apologies
Aggressive communication: Excessive I statements
Boastful phrases Sarcastic remarks
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Distinguish facts from opinions
Provide constructive criticism Avoid advice, long rambling
sentences, hesitation, justification, andapologies
Avoid boastfulness, aggression,
threatening questions, sarcasm andblaming others
M
S
I
C
I
T
IR
C
Boasting
Aggressive
Facts
Opinion
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Non-assertive: wobbly voice musical tone jerky speech pattern Nervousness crossed arms
Aggressive: Staring pointing fingers fist thumping hard and sharp tone Shouting fast paced speech Scowling.
Assertive: good eye-contact, speaking in a steady and firm tone, open hand movements, good
posture
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Q & A
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