effective communication
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5 Basic questions on Communication
Why do we communicate?
What do we communicate?
How do we communicate?
Who do we communicate?
Why is communication important to us?
Communication – The hub of Management We must think first then we can learn and what we learn we must share and how we share is by COMMUNICATING
An executive is a communicator. One of the most important skills of any executive is the ability to communicate. Two skills are essential:
Transmitting information Receiving feedback
Communication must always be seen as a two
way process. Transmitting information is only
one part of the story. We must check that the
information has been received and understood.
To do this we must get feedback by:
Listening; and Questioning
To make sure that the information we sent out
has been received in exactly the same form as
we intended.
Communication is the
transferring and
understanding of meaning.
It is the sharing of
information or knowledge
between two or more
people.
Communication Skills
This Model Is Made Up Of Seven Elements: The communication source (sender)
The message (a purpose to be conveyed)
Encoding (converting a message into symbols)
The channel (the medium by which a message travels)
Decoding (retranslating a sender’s message)
The receiver
Feedback
Communication Skills
Communication Skill
In sending a message, a sender sends: Facts Feelings Attitudes
A receiver upon receiving the message is also influenced by: His own feelings Attitudes, and Perception of the message
Communication Skills
Communication Skills
1. Ignoring Making no effort to listen
2. Pretending Making believe or giving the appearance you are listening.
3. Selective listening Hearing only the parts of the conversation that interest you
4. Attentive listening Paying attention and focusing on what the speaker says, and comparing that to your own experience
5. Empathic listening Listening and responding with both the heart and mind to understand the speaker’s words, intent, and feelings.
Methods Of Communicating
Oral (speeches, formal one-on-one, group discussion) Written (memos, letters, periodicals, bulletin boards) Nonverbal (body languages, gestures, facial expression) Electronic media (telephone, computers, fax machine, e-mail)
Communication Skills
Organizational CommunicationThe flow of information within the organization through the various channels
and networks. 1. Formal Communication:
Communication that follows the authority chain or that’s necessary to do a job.
2. Informal Communication: Communication that is not approved by management and not defined by the structural hierarchy.
3. Downward Communication: Communication that flows from a manager down the authority hierarchy.
4. Upward Communication: Communication that flows subordinates to higher-level managers.
5. Lateral Communication: Communication among any horizontally equivalent personnel.
6. Diagonal Communication:Communication that cuts across functions and levels in an organization.
Communication Skills
Communication Networks The vertical and horizontal dimensions in organization communications can be
combined into a variety of patterns, or into what is referred to as communication networks. We can identify 5 common communication networks:
1. The Chain Network: Represents a various levels vertical hierarchy in which communication can move only upward or downward.
2. The Y Network: If we turn the Y network upside down, we see two subordinates reporting to a manager, with two levels of authority above the manager.
3. The Wheel Diagram Network:The wheel represents four subordinates who report to a manager. There is no interaction between the subordinates since all communication are channeled through the manager.
4. The circle Network :Allows members to interact with adjoining members, but no further.
5. The all Channel Network: Allows each of the members to communicate freely with the other members. This is the least structured channel.
Communication Skills
Barriers to effective communication
Filtering
(manipulation of information to make it appear more favorable to the receiver)
Selective perception
(receiver selectively sees and hears communication depending in his needs, experience, motivation).
Emotions
(how the receiver feels when a message is received)
Communication Skills
Languages
(words mean different things to different people)
Culture
(national culture people are in) Nonverbal cues
( facial expression, gestures, body movement)
Communication Skills
Barriers to effective communication …(Cont…)
Overcoming the barriers Use Feedback (to check understanding and accuracies) Simplify Language (choose clear and understandable words) Listen actively (listen for full meaning) Control Emotions (communicate in rational manner) Watch Nonverbal Cues (actions speak louder than words)
Communication Skills
How We Communicate
Communications experts estimate that only 7% of our communication is represented by the words we say, another 38% by our sounds and how we say words, and 55% our non verbal and body language.
Three elements of effective communication
55%Body
languages
7%verbal
38%tonality
Communication Skills
Communication isn’t just words!
Some of the other ways in which we
communicate are: Facial expression Tone of voice Signs Gestures Posture Eye contact
Communication Skills
Effective Communication It is what was said but,
how it was said that is important
It is what was persuaded rather than forced which lasts forever
Our communication strategy must combine all the three elements of effective communication to build clear understanding
Speech is power
Talk loud, clear and structured
Talk face to face
Keep your sentences short
Use your body facial and body expression
Communication Skills
Building effective listening skills
Effective listening is an active process. List
some of the ways that you know to build
effective listening skills. 1. _________________________________________
2. _________________________________________
3. _________________________________________
4. _________________________________________
5. _________________________________________
6. _________________________________________
Assertive
Speaking and acting that communicates who you are and what you want; stands for your own rights because you respect others and you respect yourself
Non-assertive
Your inability to stand for your own rights; sacrificing your rights and later on regretting actions
Aggressive
You violate the basic human rights of others
Developing Human Relation Skills