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Communication “ The process by which two or more parties exchange information and share meanings ” 1 Purposes of Communication Influence and Get Action To achieve the organisation’s and/or your objectives Share Information Express Emotions 2 Internet Memos Leaflets Presentations Interviews Meetings Communication Body Language Reports Telephone Conversation Email Gossip Posters Letters 3 Getting Information Contribution of Five Senses See Hear Touch Smell Taste 75% 13% 6% 3% 3% 4 Information Retention Read Heard Seen Heard and Seen Said Said and Done 10% 20% 30% 50% 70% 90% 5 Understanding Information 60% 50% 40% 30% Words Voice/T one Body Movement 20% 10% 0% Words % Contribution 7% Voice/Tone 38% Body Movement 55% 93% of understanding comes from body language and expression Albert Melrabiam 6 Look at the chart and say the colour, not the word … YELLOW BLUE ORANGE BLACK RED GREEN PURPLE YELLOW RED ORANGE GREEN BLACK BLUE RED PURPLE GREEN BLUE ORANGE GREEN RED BLUE YELLOW BLUE BLACK RED BLUE GREEN BLACK RED YELLOW GREEN BLUE BLACK BLUE RED PURPLE Left – Right Conflict Your right brain tries to say the colour Your left brain insists on reading the word 7 We are all different and so… We use eyes/ears/feelings to take in information from some external event We can take in 11m bits We process and filter information … of information per second, • Delete • Generalise • Distort can consciously process only 40 bits, and hold or use only 7 bits at a time. Influenced by our patterns of thinking based on… • • • • Experience and memories Beliefs and values Language Culture To create our ‘map’ or internal representation of the way things are…our perception • “the map is not the territory”. 8 Patterns of thinking… Influence how you see and experience the world Filter what you give attention to Become habitual patterns in how we think, make decisions and behave How you think about things provides your motivation to act Communication improves if you can understand where both you and the other person are coming from… Examples of Divergent Patterns of Thinking Detail…………………………………..Big Picture Internally Referenced…………….Externally Referenced Options………………………………..Procedures Similarity……………………………..Difference Away From……………………………Towards 9 Things Get Distorted 10 Presentation is Important Which centre circle is bigger? 11 We See Things Differently 12 Clampitt’s Model of Communication Arrow X X X X X X X X Dance X XXXXX X XX X XX X X X Circuit X X X 13 Planning to Communicate What do you want to communicate? What do want to happen as a result? Who with – think in “segments” How might you do it? What are the barriers? How will you do it? When? Supporting and coordinating action Follow-up and review 14 Barriers to Communication Lack of clear objectives Organisational structures False assumptions People not taking Jargon personal responsibility Culture to communicate. Noise Transmission errors Filtering of messages Irrelevant data Too much communication 15 I know that you believe you understand what you think I said but, I am not sure you realise that what you heard is not what I meant! Are we clear? Crystal! 16