Developing Communication Skills
Chapter 5
The Communication
Process5:1
Communication Communication is an exchange of information
between two or more people
Sender – transmits or sends the message
Receiver – hears and interprets the message
Feedback – a sign back to the sender that the message is understood
Shared meaning – good communication occurs when the sender of the message and the receiver both have the same understanding of the message
Types of Communication
Nonverbal communication – send and receiving messages without using words
Facial expressions, body language, eye contact, and gestures
Verbal communication – the use of words to send and receive message
Speaking and writing
The way you use both nonverbal and verbal communication affects the message you send and receive
Body Language Common form of nonverbal communication
through body movement
You can express their thoughts, feelings and emotions
Your culture, background and past experiences can influence how you interpret body language.
Body Language Facial Expression – can communicate a wide
range of emotions to others
Direct eye contact helps convey a massage that you care and are interested in what a person has to say
Gestures helps emphasize their spoken words
Body Motions the way you sit, stand, or walk while communicating
Sitting forward in a chair shows you are alert and listening
A firm handshake sends a message of friendliness
Verbal Communication Skills
Your environment influences the words you uses and the way you use them to express yourself
Word meaning may vary from one part of the country to another, or from one culture to another
Your tone of voice can also change the meaning of what you say
I-Statement Use an I-Statement to express your
thoughts, feelings, and ideas can help you speak for yourself-from your point of view
Responsibility and control over what you communicate to others
Types of I-Statement
1. Descriptive
Used to report what you have seen or heard
Describe information taken in through your sense
2. Thought
Starts with words such as “I think”, “I wonder”, or “I believe
Tell others how you interpret what you have seen or head
Types of I-Statement
3. Feeling
Lets others know how you feel
4. Intention
Let others know what you want to do
Start with words such as “I want” or “I wish”
5. Action
Let other know what your are doing now, have done in the past, or will do in the future
Use action verbs
I See
I Thin
kI
Feel
I Wan
t
I will Do
Self-Awaren
ess Circle
You-Statement You-statements attack the person, not the
problem blame the other people
The receiver responds in the defensive manner
Receiving Message Communication is a two-way process. You
must be able to speak and listen well.
Listening happens in two parts
First taking in the message
Second interpreting the message
Listening Skill Passive Listening – hearing words without
always listening for meaning
Active Listening – you give the sender some type of sign you are listening
Checking out – using questions to clarify a message
Reflecting – indicates active listening
Repeat in your words what you thing has been said
Silence provides time for both people to think about what was said
Factors Affecting Communication
5:2
Your Self-Esteem People with low self-esteem send and
interpret messages differently form those with high self-esteem
People with low self-esteem have more problems communication effectively
Talking with a caring person who is a good listener can build confidence and improve communication skills
Negative Communication Patterns
Lying
Blaming
Placating
Distracting
As self-esteem increases, so does the ability to communicate clearly
Your Emotional State
When you are calm you will have greater success at communicating a message others will understand
Your Environment The environment in which you communicate
can affect the communication process
Communication Barriers
Low self-esteem
Intense emotions
Noisy environments
Closed minds
Prejudices – when a person forms opinions about other without knowledge or facts
How to be a better speaker or listener
Keep an open mind
Avoid mixed message
Overcome prejudice of others by asking questions and getting all the facts before forming on opinion
Practice active listen when other speak
Skills for Conflict Resolution
5:3
Conflict Conflict occurs when any two people
disagree on some issue.
Some conflict is a normal part of most relationshiops
Resolving Conflict Conflict resolution is one skill that can help
you resolve conflicts in a positive way
Guidelines for Resolving Conflicts
Bring the conflict into the open as soon as possible
Stay calm. Speak with a moderate tone and at a moderate pace
Keep you emotions under control
Steps to Resolving Conflict
1. Identify the problem
2. Identify who Owns the problem
If it only bothers one person they own it, if it bothers both they jointly own it
3. Accept Ownership of the Problem
4. Solve the Problem
If jointly owned you will need to use negotiation
Negotiation – a communication process in which people alternate between sending and receiving messages