communications skills dagamseh chapter 1

8/13/2019 Communications Skills Dagamseh Chapter 1

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Dr. Ahmad Dagamseh Communication skills (ELE205) 1

Communications Skills

(ELE 205)

Dr. Ahmad Dagamseh

[email protected]

Dr. Ahmad Dagamseh

[email protected]

Dr. Ahmad Dagamseh

[email protected]


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Introduction What is communication?

Why do we communicate?

How important is communications in our life?

What tools are important to help improvecommunications?

Why we need communication skills?

Your answer will define your personality, how effectivelyyoucommunicateand your contributionto the community.

We need Communication to dealwith people who are important(orsharing us things) in our life, work with, live with, learn with.

Find the right (better) wayin dealingwith people (boss, teacher, parents,friends, colleagues .).


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CHAPTER

COMMUNICATION PROCESS

1


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Outline

1. Communication definition.

2. Functions of communication.

3. Communication process model.4. Noise.

5. Communication climate.

6. Communication tools.


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What is communication?

Communication is:

- the process of receivingand transmittingmessages.

- sharedunderstanding of: Information, feelings,thoughts, wants, needs and intentions of the

communicators.

- does not meanagreeing.


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Outline







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Functions of communication

1) Practical (daily life) needs

buying food, rentingan apartment, health, safety. (language is important).

2) Fulfill social needs meeting other people,demonstrate ties, friendships, relationships.

- Symptoms ofFailureto communicateloneliness, lose job, marital problems

- Say what you mean and mean what you say


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3) Better decision makingMore information wereceive the better decisions we make (ex. Marriage,buying a car).


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4) Promote personal growth intellectual,emotional, social & psychological growth. Through selfexpression and feedback from others, we define whowe are, feel appreciated and successful, obtain newinformation, increase awareness, new challenges &experiences.So, we grow up

CHARISMA MODE

be effective in communication


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Outline







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Communication process model

- The yellow areas are thechannels.- The blue areas are senderresponsibilities.

- The green areas are receiverresponsibilities.- Interferencecan occur anywhere!

- external interference (in yellow area)- internal interference(in a blue or green area)


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1. Sender & receiver: it can be considered as

transceivers. (both sending & receiving messagessimultaneously i.e. emotions and nonverbal feedback)

2. Encoding: Changing thoughts intosymbols(the best way to send a message)

Senders originatea communication message or thoughtsput this thought intosymbols the receiver willunderstand

3. Message: What to be communicated (the idea,thought, feeling, opinion) either verbally ornonverbally.The messages can be : clear (direct)give me your penor unclearex. we will keep your application on fileI will be hired.yes or no????.



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4. Decoding: The receiver who is the target of thecommunication message must assign meaningto thesymbolsessential for understanding.Encoding & decoding are unique for each person

define thepersonality

5. Channel: The linethrough which the message travelsfrom sender to receiver (ex. face to face messages arecarried by sound and light wavessensors of thereceiver : ex. Shake hands)

Now,technologytakes place: (ex. emails, SMS, voicemail)when to use the proper technology incommunicating (ex. SMS in eids)



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6. Feedback: receivers response to the (heard, seen orunderstood) message. How the receiver feels about themessage &/or senderyou know if the message isreceived clearly.

Increasing the personal awarenessunderstand peopleadapt message& avoid misunderstanding

7. Noise: any distractionor interferencethat preventsshared understanding.

(Types of noise : internal, external and semantic noise).


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Simply the communication process: Whoneeds to knowwhatand how


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Outline







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Types of noise

1) Internal Noise: the dialogues which occur inside ourheadsi.e. (intrapersonal dialogs).

2) External Noise: noise in the environment.

3) Semantic Noise ( ):occurs when sender andreceiver have differentmeaning of words(ex.Different cultures anddifferent accents).


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Internal Noise: (inside your head)

Internal Noise includes:

1. Attitudes.

2. Beliefs or self concepts.3. Feelings : day-dreaming, preoccupation with problems.

4. Opinions.

One or all would influenceour ability to send andreceive messages.


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External noise

External noise deals with environment noiselike others voices, buzzing of machines .

External noise is more obviousthan internal

noise and is easierto deal with.


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Semantic noise Semantic noise is the interpretationof words

and phrases that distractus from the originalmeaningof the message.

Occurs when sender and receiver havedifferent meanings/gesturesfor the words.

The signal is received, but it doesnt getprocessedthe same way at the destination asit was intendedat the source.

Ex. semantic noise often occurs whentechnicians and lay people talk together (e.g.burn image).


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How to overcome noise ???1) Internal noise:

being aware of topics and words that you reeling, moreconcentration.

2) External noise:

turn off or avoid noise sourcesincrease the signal-to-noiseratio (SNR).

3) Semantic Noise:

- Be aware (keep in mind) that different people may havedifferent meanings of some words.

- Using questions and paraphrasing to clarify the meaningand confirm the understanding.


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Outline

1. Communication definition.2. Functions of communication.

3. Communication process model.

4. Noise.5. Communication climate.



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Dr. Ahmad Dagamseh Communication skills (ELE205)25

Communication climate

- Effective communication requires a climate ofopenness, honesty and respectminimize breakdowns

-Communication climate:is the environmentin whichcommunication either thrives (grow) or deteriorate (getworse) depending on:

a) Senderb) Receiverc) Channeld) Objectives of communication


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3) Who sends the message is part of it(strong connection

between the sender & the message)

Ex. If we hear the message I hate you the meaning ofmessage change if it were said by a stranger, friend orenemy.


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4) The meanings of wordsareinside of us.

Words dont mean but we who attach meanings towords

Ex. In USA when farmers talk about hogs they meananimals.


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5) Communication is learned:

We learn languages, customs and cultureCommunicationis culture boundcommunication can be learned

BUT

We can learnnewand better ways of communication


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Outline







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Communication tools

It includes a series of guidelinesand skillsfor

improvingour interactions(i.e. effectivecommunication) with others in which we learn how to:

1) Overcoming barriers

2) Giving and receiving feedback3) Recognizing and responding to information overload

4) Improving relations

5) Remaining sensitive to organization structure ofworkplace settings.


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Communication tools:Overcoming barriers

1) Overcoming barriers:

What barriers contribute to the misunderstanding, poorpersonal relations and decrease quality of the workplace?

(a) Noise.

(b) Gossips:The message can be modulatedwhen transferred from person to another)so we check the factsdirectly face to face.


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(c) Gaps:

Occurs because people are different(The greater the difference, thegreater the miscommunication Ex.Gender gap, generation gap, culturegaps, racial gaps etc)

Racial gaps: assuming that all people in a one group have a certainstereotype (ex. Arabs behave in a certain way) can producediscriminationbetween people.

To overcomegaps:

(1) Questioningthese stereotypes;

(2) Focusing our communication onindividuals not on representativemembers.


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(d) Loss of emotional controlinability to control emotions

Examples:

* Listening to a skillful persuaderaudience become enthusiasticnoreasoning is providedprevents listeners from receiving the informationobjectively.

* Disagreeable or offensive topics mostly cause defensive responseslisteners prepare an attack responsedistort or block the message.

Overcoming loss of emotional control by:

- being aware of phrases, terms or topics that may create an emotionalresponse.

- Recognizing that people have different viewsof the world (ex. Politicalissues)


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(e) Defensiveness:Is the tendency to misinterpretanothers comments as a personalattackwhen that was not the intention.

Example:

The working capacity of the employeessome can understand that the

employer is targeting them in such that they are not working to their fullworking capacity.

Overcoming defensiveness

- Developing an accurate self-concept

- Checking possible interpretationswith the speaker (be direct)

- Sharing feelingsand thoughts honestly

- Avoiding previous attitudesof the speaker in your interpretation


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Communication tools:Feedback








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Communication tools: Feedback2) Giving and receiving feedback:

Always worthwhile for increased understanding

The source of difficulty comes from how we receiveor provide

feedback.

Make your feedback have the impactit deserves by the approachyou

use to deliver feedback.

Sender/

Receiver Receiver/Sender

Receive feedback

Give feedback


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Communication tools: Feedback

A) Giving feedback strategies

iv. Offer suggestionsand the benefitsof your suggestions thensupport it with examples and information

Ex.Presentation skills or report comments.mention what to

improve and also what is good in the report

v. Focus on the performance notthe performer (the action not theperson but what the person is doing)

vi) Use the body languageto provide feedback (Ex. smile)


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Communication tools: FeedbackB) Receiving feedback

i) Be specificif you ask for feedback and then receive it openly (Ex. I need toknow)

ii) Acknowledgethe feedback and thankthe sender

(start with thankingrephrasethe feedback to ensure a properunderstanding)

iii) Considerthe feedback and be opento suggestions, opinions & concernsthe receiver may share with you

This:-

Does not mean you agree with the receiver but you are willing to listen

Improves your decision& makes the listener feel valued

Feedback toolsalso include: suggestion boxes, open door policies andteam meeting


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Communication tools: Information overload








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Communication tools: Information overload

3) Recognizing and responding to information overload

When we are managing between different responsibilities: Ex.Customers, co-workers needs, family commitments and updateskillsall results ininformation overload.

Information overloadoccurs when you become burdenedby too muchpaper-based, electronic and verbal information.

Information overload can lead to:

- Reducedproductivity

- Added stress

- Difficulty of making right decisions

- Decreased attentionand memory


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Communication tools: Information overload3) Recognizing and responding to information overload

To combat this overload, it is essential to adopt effective strategies formanaging information:

Recognizeoverloads in others(dealing with overloaded people)

ask for more convenient time

Recognizeoverloads in self

ask for help

Show your busyness

Suggest another time

Urgent matters: rearrangeyour agenda Limitoverload situations (minimize overload) by:

Scheduling(i.e. time management) without affecting the quality

Priorities


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Communication tools: Improving relations








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Communication tools: Improving relations4) Improving relations:

a) Positive regard:-- Accept other peoplefor who they are as human beings, regardless of

race, attitudes or believes (Ex. by default he is a positive person)

- Believe in the equalityof all people

b) Empathy:-

- Develop an interestof others (about their feelings)

- Put yourself in their shoesto understand their viewpoint

- Remain open-minded

c) Openness:-

Shareyour own true feelings, experiences and thoughtsd) Trust:-

- Task trust: carrying out whatever is expected of you (I know he can do it)

- Interpersonal trust: keeping secrets & supporting colleagues


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Communication tools








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Communication tools: Organization structure5) Remaining sensitive to organization structure:

Two types of communication structure networks (Formal &Informal networks):

a) Formal networks:-

Established by managementand are represented in organization charts

Identify a chain of command, provide a feedbacksystem and regulatethecommunication process

You must know your responsibilitieswhich involve sending and receivinginformation through the proper channels in a specific chain (The chain rule)

Advantage: The structure they provide for

getting the work done is systematicDisadvantages: Communication flow may be slow,

cumbersome & impersonal.

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Communication tools: Organization structure

b) Informal networks :-

Develop as the result of employees friendships, common interests andproximity workershave to one another outside of the chain

Ex. Employees from different departments playing in the same team

Advantages:

Face-to-Face contactImmediate feedback and additional information

Disadvantages:

It might generate incomplete information & gossips


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Dr Ahmad Dagamseh Communication skills (ELE205) 49

Chapter 1Communication Process

In summery:

We discussed the communication process in such:-

The main target of this process is satisfying the human needs

We understandits elements, principles and barriers that influence this processto make it effective

Develop strategies to promote understanding

of Chapter 1

communications skills dagamseh chapter 1

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