WHAT IS COMMUNICATION PROCESS?
A process
Information is exchanged between individuals
Common system of symbols, signs or behaviors
Receiver; must attent to interpert and response to the transmitted message
To attain the goal of acceptence of the message receiver uses;
AttentionComprehension
Feedback; is the sender’s way of determining the
effectiveness of his/her message
Feedback includes
verbal nonverbal
“Wouldn’t is be extremely useful to have a simple formula of effective
communication which can be used in all circumtances”
Martin Hahn
Helpful strategies to discover others’ interest
PAIR Approval
P=Placate(listen, empathize, respond with concern)A=Attend(to the other)I=Investigate(Circum-tances details of issue)R=Resolve(decide on action to take)
Five Step
Step1: Listen Step2: Respond Step3: Decide on Action Step4: Take Action Step5: Follow up
INTEREST of OTHERS
DISTURBING FACTORS
1)Differences in perception2)Incorrect filtering3)Language problems4)Poor listening5)Differing backgrounds
DIFFERENCES in PERCEPTION(cont’)
Perceptions are influenced by
PhysicalElements
EnvironmentalElements
LearnedElements
DIFFERENCES in PERCEPTION(cont’)
Example: see physically & interpret culturally
RED in U.S.A RED in China stop
angerexcitement
in debt
Good fortune
INCORRECT FILTERING
Filtering is screening out before a message is passed on to someone else.
Filters may ‘translate’ our receiver’s ideas and responses
before passing them on to us.
INCORRECT FILTERING(cont’)
To overcome
Establish more than one channel
Eliminate intermediaries as
possible
condense message information to bare essentials
LANGUAGE PROBLEMS
Sources of language problems
Choosing words
according to culture
&subcultureDifferent
interpretation ways of words
Different meanings of a word
LANGUAGE PROBLEMS(cont’)
To overcome
Use the most specific and
accurate words Select
understandable words
Use language that describes rather than
evaluates
POOR LISTENING
Occurs when people are forced listen to info
difficult to understand
little direct bearing on their lives.
To overcome
Paraphrase what they have
understood
Try to view the situation through the eyes of
other speakers
Listen without
interrupting
POOR LISTENING(cont’)
To overcome
Avoid project your background
onto ohers’
Clarify your own and understand background
of others
Avoid using stereotypes and
being prejudiced
DIFFERING BACKGROUND
GIVING CONSTRUCTIVE FEEDBACK
Direct feedback toward behavior, not person
Take needs of receiver into account first.
Make use of “I” Statements
GIVING CONSTRUCTIVE FEEDBACK (cont’)
Focus on actions rather than motives.
Make feedback descriptive rather than judgmental.
Make feedback specific rather than general
GIVING CONSTRUCTIVE FEEDBACK (cont’)
Share information rather than give advice.
Be sensitive to timing and selection.
Check whether receiver
understood your feedback.
EFFECTIVE RESPONSES
1)Understanding2)Clarification3)Self-disclosure
4)Questioning5)Info. Giving6)Reassurance7)Analytical8)Advice Giving
EFFECTIVENESS
1) UNDERSTANDING(cont’)
Sensivity&understanding Strong negative feelings
“Understanding is empathy and can repair
a damaged relation ”
2) CLARIFICATION
What is the other person saying?
Identify significant feelings significantly emerging
2) CLARIFICATION(cont’)
Echoing last few words
Summarizing relevant/paraphrasing point
“Reinforce your desire to see from
other's point of view.”
5) INFORMATION GIVING
involves relating facts in an objective manner
without judgement or evaluation.
useful in giving
Positive Feedback
Negative Feedback
8) ADVICE GIVING
Others are being measured by your personal value system and
are found somehow lacking. This is a process of blaming others
for their own problems.
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