Download Effective Communication

EFFECTIVE
COMMUNICATION
Defining Communications and Its Goals
Communication – is the process of a
sender transmitting a message to a
receiver with mutual understanding.
When two or more parties do not agree
on the meaning of the message, effective
communication has not taken place.
Communicating with people
ENCODER
DECODES
TRANSMISSION
MEDIA
SENDER
RECEIVER
What are the most common ways
we communicate?
Written Word
Receiving Messages
When asked “are you a good listener?”
Most people will say yes, In reality
75% of what people hear they
hear imprecisely and
75% of what they hear accurately
they forget within three weeks.
In other words, most people are
poor listeners
The Goals of Communication



Influence
Inform
And express feelings
Message Transmission
a. Oral Communication
b. One-on-one, face –to-face
c. Telephone
d. Meetings
e. E-mails
f. Presentations
g. Written Communications
h. Nonverbal Communications
i. Combining of the above
THE IMPORTANCE OF COMMUNICATION SKILLS
 75% of each working day is consumed by talking and listening.
 Majority of the problems are caused by poor communication.
 Communications are the most difficult and
important task of the supervisor.
 Communication is the skill we need the most but the skill we lack
most.
 The key to organizational success is having informed participants to
work towards mutual objectives.
 How well we communicate can make or break our career.
FEEDBACKS
It is the process of verifying messages by
questioning, paraphrasing and allowing
comments and suggestions.

The most common approach to getting feedback
Is to give the message followed by asking
“do you have any questions?”
Feedback usually does not follow because
people have a tendency not to ask questions.
 Three reasons why people do not ask questions:
1. They feel ignorant- if no one else does, is considered
an admission of not paying attention or not being bright
enough to understand the issue.
2. They are Ignorant- Sometimes people do not know
enough about the message to know whether or not it is
incomplete or incorrect.
3. Receivers - are reluctant to point out the sender’s
ignorance.
How to get Feedback on Messages
Be open to feedback
Be aware of nonverbal communication
Ask questions
Paraphrasing
Before sending a message the sender
should plan:
1.
What is the goal of the message?
2. Who should receive the message?
3. How will it be receive by the person
being talk to.
4. When will the message be transmitted?
5. Where will the message be transmitted?
Sending the Message Face-to-Face
1. Develop Rapport
2. State the communication
Objective
3. Transmit the Message
4. Check Understanding
5. Get a Commitment and Follow
Up
Roadblocks To Communication
Many different factors filter our
message on its way to the intended
receiver.
Communication roadblocks are most
likely to occur when a message is complex ,
emotionally arousing ,or clashes with the
receiver’s mental set.
Limited Understanding of People
If you do not understand people very
well, your communication
effectiveness will be limited. If you
frame your message in terms of what
can be done for you, you maybe in
trouble. It’s more effective to frame
your message in terms of what you
can do for the other person.
False Assumptions about The Receiver
The assumptions that we make about
the receiver of our message maybe false,
thus serving as a communication
roadblocks.
Distortion of Information
A great Problem in sending
messages is that people receiving
them often hear what they want to
hear.
Different Perspectives and Experiences
People perceive words and concepts
differently because of their experiences and
opinion point differ. On the basis of their
perception of what they heard
Emotions and Attitudes
Have you ever tried to
communicate a message to
another person while that person
is emotionally aroused?
If we are angry at someone, we might miss the
merit in what that person has to say. Calm
down before proceeding with your discussion or
attempting to resolve the conflict.
Improper Timing
Many messages do not get
through to people because
they are poorly timed.
You have to know how to deliver the message
but you must also know when to deliver it.
FOR THE SENDER
FOR THE RECEIVER
 Be clear about the message to
be sent
 Be attentive
 Be precise and to the point
 Concentrate on the message
 Do not use too many words
 Ask for clarifications whenever
required
 Use language understandable
to the receiver
 Listen objectively
 Write the message if required
 “Listen” for body language
 Request a feedback to ensure
receipt of message
 Make notes if required
Responding to a Message
Evaluating
Confronting
Probing
Reassuring
Reflecting
Success for YOU…
…in the new global and diverse
workplace requires
excellent communication skills!
“Liking people is the
beginning of the ability
to communicate.”
Questions