professional comunication

8/11/2019 Professional Comunication

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Communication


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Concepts Words Mean Different Things to

Different People.

The Initiation of a MessageProvides No Assurance It HasBeen Received.

Communications Often Become

Distorted as They AreTransmitted.


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The word Communication is derived from

Latin word Communicare.

Communication means exchange of

information ,ideas and knowledge between

sender and receiver through an acceptedcode of symbols.

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Why is Communication

Important? Everything a manager does

involves communication.

Effective communication

skills can lead to problems

for the manager.

Communication of content Supportive communication


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Communication of Content

Channel choices

In person

Telephone Email

Written

Third party


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Supportive

Communication A focus on processes. Two categories:

1. Coaching: giving advice, direction orinformation to improve performance focuson abilities

2. Counselling: helping the person understand

and resolve a problem themselves bydisplaying understanding focus onattitudes


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What Is the Interpersonal

Communication Process? Communication

Sequential Steps

Encoded

Transmitted

Decoding

Noise

Feedback


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Exhibit 3-1: The Communication Process Model


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Basic Interpersonal

Communication Skills Avoid Barriers to Communication.

Send Understandable Messages:

Effective communication. Actively Listen.

Utilize Non-verbal Signals.

Give and Solicit Meaningful Feedback.

Adapt to Diversity of Communication

Styles try multiple channels


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What Are the Barriers

To Communication? Frames of Reference

Semantics Value Judgments

Selective Listening

Filtering Distrust


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Exhibit 3-2: Guides for Giving and Receiving Feedback

Criteria for Giving Feedback

1. Make sure your comments are intended to help recipient.

2. Speak directly and with feeling.

3. Describe what the person is doing and the effect the

person is having.4. Dont be threatening or judgmental.

5. Be specific, not general (use clear and recent examples).

6. Give feedback when the recipient is open to accepting it.

7. Check to ensure the validity of your statements.8. Include only things the receiver can do something about.

9. Dont overwhelm the person with more than can be

handled.


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Exhibit 3-2: Guides for Giving and Receiving Feedback(continued)

Criteria for Receiving Feedback

1. Dont be defensive.

2. Seek specific examples.

3. Be sure you understand (summarize).

4. Share your feelings about the comments.

5. Ask for definitions.

6. Check out underlying assumptions.

7. Be sensitive to senders nonverbal messages.

8. Ask questions to clarify.


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How Do You Receive and

Understand Messages Accurately?

Listening

Active Listening Sensing

Attending

Reflecting


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How Can You

Utilize Nonverbal Cues? Visual

Tactile Vocal

Time and Space


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Exhibit 3.3: Means of Nonverbal Communication

Components Examples Meanings Communicated

Image Clothing, hygiene Values, competence

Facial Expressions Frown, smile, sneer Unexpressed feelings

Eye Movements Looking away, staring Intentions, state of mindPosture Leaning in, slumped Attitude

Gestures Handshake, wave Intentions, feelings

VISUAL

Touch Pat on the back Approval

Gentle touch on an arm Support and concern

TACTILE


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Exhibit 3.3: Means of Nonverbal Communication(continued)

Components Examples Meanings Communicated

How things are said Loudness, pitch, rate Different meanings, e.g.

Vocal intonations Rhythm, pitch, clarity Sarcasm, disapproval

VOCAL

SPACIAL

Body closeness 0

2 feet Feelings of intimacy

Furniture arrangement Large pieces far apart Formal and serious


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Differences in Communication

Styles

The Socializer

The Director

The Thinker

The Relater

How Can You Adapt to Diversity

of Communication Styles?


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Cultural Differences


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How Can You Facilitate

Communication with Diversity?

Assume Differences

Emphasize Description Empathize

Treat Interpretations as

Guesses

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