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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