ALLAH IS SUFFICIENT FOR US. . .

CONVEYING VERBAL MESSAGES

PRESENTED BY:

Usman Aliه MC13–069

Waqas Riazه MC13–087

Mahboob Ahmedه MC13–097

Syed Hassnain Haiderه MC13–098

Mohammad Qaisarه MC13-099

PRESENTED TO:MISS. BUSHRA SIDDIQUI

3Hailey College Of Commerce, University Of The Punjab

Topic We Will Discuss:

What is communication?

What is communication channel?

Effective media selection

Barriers to communication

Information Overload

Trust & credibility

Lack of time & Filtering

Assertive communications

Passive communication

Aggressive communication

How to communicate assertively?

“I” & “you” Messages

4Hailey College Of Commerce, University Of The Punjab

WHAT IS COMMUNICATION?

“Communication is a process in which information flows from a source to a receiver and then back”

“Written or spoken words use to exchange Information and ideas”

ITS ESENSES:

Personal processە

Occur between peopleە

Involve change in behaviorە

Social and emotional processە

WHAT IS COMMUNICATION…

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Importance of communication:

To know the importance of communication we can focus on some points:

фPrevent misunderstandings

фStrengthen relationships

фRelieve stress

фIncrease confidence etc

COMMUNICATION CHANNEL

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When a message needs to be send , a communicator (the sender) encodes a message according to her/his own perception, experiences and abilities. The sender then determines which communication channel – the method or medium – is most appropriate to use to convey the message. The message travels across the communication channel and is then decoded by the receiver who interprets(decodes) the message according to her/his own perception, experiences and abilities

Sender: Initiates a thought/feelingEncodes it into wordsTransmits it

Receiver:Decodes the messageAssigns thought/feelings to a responseEncodes a responseSends a message back

COMMUNICATION CHANNEL…

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FEEDBACK:

Feedback is the process by which the receiver puts the message back into a channel to seek clarification , confirm what the receiver thoughts the sender said or check for understanding and possible misinterpretation.

FEEDBACK

EFFECTIVE MEDIA SELECTION

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The medium you choose to convey your message is just as important as the content of the message it self.

In business world It is rightly said:

“It’s not just what you say but how you say it that counts”

we have several choices available for communicating directly with others

Oral or spoken communicationWritten communicationElectronic communication

VERBAL COMMUNICATION

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“Verbal communication means communication through spoken and written words. It implies use of words which makes language”

ORAL COMMUNICATION

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Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication.

ADVANTAGES: DISADVANTAGES:

Immediate FeedbackTime SavingEconomicalPersonal TouchSecrecyGroup Communication

Poor RetentionNo RecordsTime ConsumingMisunderstandingUnsuitable for complex messagesLack of ResponsibilityForgot the major points

WRITTEN COMMUNICATION

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•It is used for sending precise & complex information.•Appropriate when making an announcement does not require two way dialogue.• written communication should not be used when the subject is controversial & requires further information from others.•Also used when quick feedback is not required.

ADVANTAGES: DISADVANTAGES:

Effective way to get a message to a large no. of individuals in time.Preferable in case of legal binding contracts.Provide a reference for later use.Save time at each meeting by not having to re-call previous minutes of meeting.

It stops the two way dialogue.Impossible to decode the non-verbal messages.Written communication leads to misinterpretation and inaccuracy.Unnecessary lengths of documents.

ADVANTAGES: DISADVANTAGES:

Time saving.You can communicate with multiple people at a time.

It stops the two way dialogue.Impossible to decode the non-verbal messages.Written communication leads to misinterpretation and inaccuracy.Unnecessary lengths of documents.

ELECTRONIC COMMUNICATION

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•It is used for sending brief messages quickly to one or more persons.•Used to send messages Far Off places in a short period of time.•Electronic communication takes place via Email , Faxing, Tele-conferencing ,Cell phones, Voice mails and other such means.

Means of Electronic Communication

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Computer(web)Cell PhonesTelephone etc

BARRIERS TO COMMUNICATION

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Communication is a complex skill so there are many obstacles in the way of communication such as “NOISE”

NOISE

“Noise is a distortion factor that blocks or disrupts the flow of

information between sender and receiver , hindering the

communication process”

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SOME BARRIERS:

Emotional barriers

Message congruency

Lack of trust

Information overload

Lack of credibility

Lack of time

Filtering

INFORMATION OVERLOAD

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“Overloading of information is a barrier to communication for the receiver of the message or content “

Some of the behaviors that can overload the information:

Presenting too much materialPresenting information that is overly complexPresenting information too quicklyPresenting at a level of difficulty that goes beyond the person’s understandingNot giving the person sufficient time to process the information

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TRUST AND CREDIBILITY

Trust–Lack of trust–is a inherent in every action that we take and effects every thing we do. Trust is a cement that binds the relationships, keeping spouses together, business deals intact and political system stable. There are specific ways in which you can build trust and credibility:

Be a good listener Disclose potential conflicts of interest Be a thought leader Be knowledgeable and remain current in your field Be objective Once you make a decision don’t look back

LACK OF TIME

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Lack of time – is a major concern for practically all of us, whether we are a student, home maker , parent or manager . Poor communication often results from lack of time . Rushing to communication leads to error.

“Lost wealth may be replaced by industry , lost knowledge by study , lost health by medicine but lost time is gone forever”

Samuel smiles

FILTERING

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Filtering– is a intentional manipulation of information to make it more favorable to the receiver.Here are some types of filtering:

Distraction

Emotional state

Beliefs and expectations

Differences in styles

Self protection

ASSERTIVE COMMUNICATION

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Assertive communication is a form of communication I which we speak up for our rights and take into account the rights and feelings of others .Assertive communication include these elements:

Fairness(justice) DirectnessTact and Sensitivity(ability to handle the situation)Honesty

PURPOSE

The purpose of assertive communication is to keep contact lines open and show respect for others while affirming your beliefs and

preferences.

PASSIVE COMMUNICATION

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Passive communication includes indirectness , avoiding conflicts , being easily persuaded ,being overly concerned leasing others and screaming or withholding your thoughts and feelings.

PURPOSE

The purpose of passive communication is to please others and they are not

expressing their opinions and always saying ‘YES’ to others.

AGGRESSIVE COMMUNICATION

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Aggressive communication includes:

Exerting control over others Humiliating othersDominating Being pushy Always needing to be right Using absolute terms and Blaming others

PURPOSEThe purpose of aggressive communication is to dominate others and always try to impose his own opinion that “I am right” and others are

“wrong”

HOW TO COMMUNICATE ASSERTIVELY

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Speaking assertively is not magic. it is a technique that you can practice by yourself or with close ones to provide feed back. Here are some tips to being assertive through communication;

Use the word “I” Maintain eye contact Have a good postureExpress body languageAvoid ambiguityRemember that silence is a tool, not an enemyUse appropriate languageIf you feel tears or angers coming on , breathe very deeply from the stomachBe mindful of your voice The most important thing is to believe that you are responsible for your selfExpress your emotions clearly

COMPARISON

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Passive Assertive Aggressive

General Compliant, submissive, talks little, vague non-committal communication, puts self down, praises others“I don’t mind…that’s fine….yes alright”

Actions and expressions fit with words spoken, firm but polite and clear messages, respectful of self and others“That’s a good idea, and how about if we did this too…” or “I can see that, but I’d really like...”

Sarcastic, harsh, always right, superior, know it all, interrupts, talks over others, critical, put-downs, patronizing, disrespectful of othersThis is what we’re doing, if you don’t like it, tough”

Beliefs You’re okay, I’m not  Has no opinion other than that the other person/s are always more important, so it doesn’t matter what they think anyway

I’m okay, you’re okay Believes or acts as if all the individuals involved are equal, each deserving of respect, and no more entitled than the other to have things done their way

I’m okay, you’re not  Believe they are entitled to have things done their way, the way they want it to be done, because they are right, and others (and their needs) are less important

COMPARISON

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Passive Assertive Aggressive

Eyes Avoids eye contact, looks down, teary, pleading

Warm, welcoming, friendly, comfortable eye contact

Narrow, emotion-less, staring, expressionless

Posture Makes body smaller – stooped, leaning, hunched shoulders

Relaxed, open, welcoming

Makes body bigger – upright, head high, shoulders out, hands on hips, feet apart

Hands Together, fidgety, clammy

Open, friendly and appropriate gestures

Pointing fingers, making fists, clenched, hands on hips

Consequences Give in to others, don’t get what we want or need, self-critical thoughts, miserable

Good relationships with others, happy with outcome and to compromise

Make enemies, upset others and self, feel angry and resentful

Taking Responsibility and “I” Messages

What are “I” Messages???

I-message or I-statement is an assertion about the feelings, beliefs, values etc. of the person speaking, generally expressed as a sentence beginning with the word "I", and is contrasted with a "you-message"

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Benefits of “I” MessagesThere are many benefits of “i” messages or statements e.g.

I-statements have been found to offer a tremendous benefit to clients.

It encourage growth and maturation.

It are capable of influencing one's path and design in life.

It is important for clarifying one's position, contribution, and desires.

I-statements help the individual avoid blame, turning blame into personal responsibility.

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You Messages

What are you messages???

Messages that are directed

at the other person and have

a high probability of putting

them down, making them

feel guilty, making them feel

their needs are not

important.

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Thank You