Download professional communication

Concepts
Of Professional
Definition
Successful communication skills in the professional world are critical and
involve the following: writing, reading, editing, speaking, listening, software
applications, computer graphics, and Internet research.
Process of Communication
The Sender/Sender
Sender
The sender begins the communication
cycle by encoding or creating the
message to be sent.
Before creating the message, the
sender must observe the receiver to
determine the complexity of the
words to be used within the message,
the receiver’s ability to interpret the
message, and the best channel by
which to send the message.
Encodes
message
Message
Speaking
Listening
Gesturing
Writing
Feedback
Receiver
Decodes
Message
The Message
Sender
The message is the content being
communicated. The message must be
clearly understood by the receiver.
Encodes
message
Four modes of communication:
•
•
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•
Speaking
Listening
Gestures or body language
Writing
Message
Speaking
Listening
Gesturing
Writing
Feedback
These modes or channels are affected by our physical and
mental development; our culture; our education and life
experiences; our impressions from models and mentors, and
in general by how we feel and accept ourselves as
individuals.
Receiver
Decodes
Message
The Receiver
Sender
The receiver is the recipient of the
sender’s message. The receiver must
decode, or interpret, the meaning of
the message.
The primary sensory skill used in
verbal communication is listening.
The receiver must be aware that not
only the spoken words, but the tone
and pitch of the voice and the speed at
which the words are spoken carry
meaning and must be evaluated.
Encodes
message
Message
Speaking
Listening
Gesturing
Writing
Feedback
Receiver
Decodes
Message
The Feedback
Sender
Feedback takes the place after the receiver
has decoded the message sent by the sender.
Feedback is the receiver’s way of ensuring
that the message that is understood is the
same message that was sent.
Feedback also provides an opportunity for
the receiver to clarify any misunderstanding
regarding the original message and to ask for
additional information.
Encodes
message
Message
Speaking
Listening
Gesturing
Writing
Feedback
Receiver
Decodes
Message
Styles of communication
Passive
Avoids conflict, afraid to speak up, and allows
others to make decisions.
Aggressive
Forceful, make decisions for others, sometimes
causes conflict.
Assertive
Honestly expresses feelings in a
way that respects others. Usually,
the best style of communication.
VERBAL COMMUNICATION
Verbal communication takes place when the
message is spoken.
One must keep in mind that unless the words have
meaning, and unless the sender and the receiver
apply the same meaning to the spoken words,
verbal communication may be misunderstood.
To have any meaning, the spoken word must be
understood by all parties of the communication.
VERBAL COMMUNICATION
When communicating within the workplace keep in
mind the following:
Good communication skills are necessary in establishing
rapport with co-workers
Subordinates feel respected and validated when called by
their full name.
Subordinates should be encouraged to verbalize their
feelings.
NON VERBAL COMMUNICATION
Non-verbal communication, often referred to as
body language, includes the unconscious body
movements, gestures and facial expressions that
accompany speech.
The study of body language is known as kinesics.
Body language can communicate more than spoken words.
• Communicates emotions & attitudes
• Non-verbal cues substitute for , contradict,
emphasize or regulate verbal messages
• Non-verbal cues are often ambiguous
• Non-verbal cues are continuous
• Non-verbal cues are generally seen as more
reliable
• Non-verbal cues are Culture bound
Non-verbal Clues are culture bound
2. Facial Expression. This is considered as one of
the most important and observed non-verbal
communication. Each facet or aspect of anatomy of
the face sends a non-verbal message.
Often expressions of joy and happiness or sorrow
and grief are reflected through the eyes.
3. Personal Space- This is the distance at which we
comfortable with others while communicating.
Some examples of comfortable personal space for
are as follows:
•
•
•
•
Intimate: touching to 18 inches
Personal: 1 ½ to 4 feet
Social: 4 to 12 feet
Public: 12 to 25 feet
As with facial expression, territoriality or personal
space is handled differently by various cultures.
Gestures and Mannerisms :
Most of us use gestures and mannerisms when
we “talk” with our hands. This form of body
language may be useful in enhancing the
spoken word by emphasizing ideas, thus
creating and holding the attention of others.
Touch :
This is a powerful tool that communicates
what cannot be expressed in words.
Communication Barriers
• Problems caused by the Sender
– Amount of Information sender has
– Too much knowledge about the subject
– Indecision regarding the selection of info
– Order of presentation
– Lack of familiarity with the audience
– Lack of experience in speaking or writing
• Problems in message transmission :
– Three or four different people transmitting
– Unclear or conflicting message
– Example- brainstorming in groups, the telephone
game or passing messages.
• Problems in Reception
– Physical Noise : External sounds
– Psychological Noise : Egotism, defensiveness, hostility,
preoccupation, fear …
• Problems in Receiver's Comprehension
– Does not understand words being used
– Special meaning , jargons, language..
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•
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Know Your Subject
Focus on purpose
Know your Audience
Be an Active Listener
Game Time !!!