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Communication
Define “communication”
• The process of sending and receiving
messages in which 2 or more people
achieve understanding.
• 7% words
• 38% voice expression
• 55% body gestures
Facts about Communication
• 75% of each workday is spent talking and
listening
• 75% of what we hear, we hear imprecisely
• 75% of what we hear, we forget w/in 3
weeks
• Communication, the skill we need most at
work, is the skill we most lack.
Managers spend 70% of their time
communicating
– 9% reading
– 16% writing
– 30% talking
– 45% listening
The majority of problems are caused by poor
communications by people who are unable or
unwilling to communicate.
Purpose of Communication
• To inform
• To influence
• To express feelings
Forms of Communication
• Output-based - speaking and writing
• Input-based - listening and reading
• Nonverbal
- physical behavior of
people
Identify the Components of the
Communication Process
1.
2.
3.
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7.
Situation
Message
Sender
Channel
Receiver
Feedback
Interference
Situation
• When and where a communication takes
place one must decide if the occasion and
the physical settings are appropriate for
the communication.
Message
• The message is whatever is intended to
be communicated by one person to
another
• It is imperative that the message is Clear
and Precise.
• Messages will be more effective if they
are…
-reasonable length
-correct, concise, and interesting
Receiver
• The receiver is the one for whom the
message is intended.
• The receiver must decode the message.
• The receiver will have their own perception, or
way of understanding one’s message, based on
their own beliefs, knowledge, and ways of
organizing information.
-Perception is reality!
-right or wrong, the way we perceive
something is the way it is , at least in our own
minds.
-The receiver may not understand the
meaning of the sender’s words or phrases.
Precautions must be taken to reduce ambiguity.
Feedback
• Feedback is the way the receiver
responds to the message.
• It allows the sender to know if the
message was clearly understood and/or
the position of the receiver.
Activity/Meaning
• Eye Contact/ Receiver is listening
• Avoid eye contact/ Receiver is distracted
• Leaning Back/ Not actively engaged in
process
• Arms Crossed/ Shutting the sender off
• Leaning Forward/ Receiver is engaged in
process
• Nodding/ Receiver is encouraging more
from the sender
Interference
• Interference is anything that hinders the
sender from making the message
understood.
– Outside noise
– Distracting thoughts
Identify the barriers to effective
communication and ways to reduce
barriers
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•
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Language Barriers
Interpersonal Barriers
Situational- Timing Barriers
Organizational Structure and Procedural
Barriers
Language Barriers
• Language Barriers deal with the way our words
are understood.
• Problems arise from words that are…
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–
–
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Incorrectly used
Used out of context
Too specialized
Too vague
Too many different meanings
Emotional overtones
Too complex or presented in an illogical or
grammatically incorrect way
Language Barriers cont.
• People may block comments they don’t
want to hear
• A person may have his mind on something
other than what the sender is sending
• Filtering systems can dramatically affect
communications
– If the message must go through several
different people the initial context of the
message may be altered
Interpersonal Barriers
• I.B. deal with the differences and personal
characteristics of the sender and the receiver
that hinder communication
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–
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Age
Status
Role
Cultural Differences
• Different level of communication skills affect the
process
• Experiences, background, and personalities
impact how a message is decoded
Situational- Timing Barriers
• S.T.B. deal with the
time and place
communication takes
place.
– The amount of noise in
the environment
affects how well we
understand and can
be understood
– We need to match our
communication style
with the situation
Organizational Structure and
Procedural Barriers
• O.S. and P.B. deal
with how and trough
what structure a
message goes from
the sender to the
receiver.
– Space or distance
between offices can
affect communications
– Policy may not provide
adequate means of
communicating
Overcoming Communication
Barriers
1. Improve perception
2. Improve the
physical process of
communicating
3. Improve
relationships and
speaking ethically
Improving Communication Skills
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Listening
Poor habits
Lack of concentration
Concentrate too hard
Jump to conclusions
Focusing on the person’s
appearance or the way
they speak may distract
listeners
• Completing the
speakers sentences
• Mot making eye
contact
• Preparing a response
to what is being said
rather than listening
• Interrupting
Effective Listening Skills
• Eliminate noise and other distractions that may draw
attention away from the speaker.
• Be quiet. You cannot listen effectively if you are talking
• Put the speaker at ease by being friendly and
attentive.
• Let the speaker know you are interested in what is
being said. Make eye contact, and ask questions.
Repeat what is said in your own words. In other
words, provide feedback.
• Make notes if there is a great deal of information
that you must remember.
• Listen for main ideas.
• Listen to the entire message, even if you think
you object to what is being said. Be patient and
attempt to see the speaker’s point of view. Do
not worry about how you will respond or become
angry to the point of arguing or criticizing
• Notice nonverbal communication, such as looks
of confusion or boredom.
• Try to put aside your opinions of the speaker’s
appearance, speech mannerisms, or accent.
Focus on the message, not the person.
Reading
• Improving reading skills
– Concentrate on what you are reading. Eliminate
noise distractions, and try to focus your thoughts on
the material being read.
– Begin by reading introductions, section headings,
and summaries first to get an overall idea of the
author’s purpose in writing the material.
– At the end of a section or heading area, stop to ask
yourself if you have understood what the author has
written. If not, reread.
–Look up unfamiliar words in
a dictionary, or try to define
them based on the context
clues (the words used
around the new word).
–Become familiar with
“jargon” or words that are
common to a specific
subject or occupation.
–Read critically and without prejudice. Do
not assume everything you read is true.
Look for false logic or erroneous
statements.
–Make the reading mean something to
you, your job, or your interests.
–Utilize graphs, charts, and other visual
aids to clarify or simplify what is
presented.
Guidelines for effective writing
• Know your audience.
• Know why your are writing.
• Be knowledgeable about
your subject.
• Present your ideas clearly, in
a logical order.
• Be precise.
• Stay on the topic.
• Use correct grammar.
• Use correct style.
Speaking
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Speak clearly.
Make eye contact with your audience.
Use a pleasant tone of voice.
Use good grammar and appropriate
terminology.
• Be sure your words are understood.
• Keep to your subject.
• Be brief but thorough.
Nonverbal Communication
• Study the meanings of body language so you
recognize them. Use appropriate gestures to
drive home your meaning.
• Be aware of your own nonverbal
communication by having others watch you.
• Work to convey open, friendly messages with
your body language. Smiles, erect posture, and
positive nods of the head are good ways to
send such messages.
• Interpret nonverbal communication only as a
way of confirming or refuting a verbal message.
• Realize that nonverbal communication is at
times imprecise and should be interpreted with
care. If you are unsure if a person is
communicating something to you with body
language, ask tactful questions that might help
you to better understand.
• Be sensitive to the physical environment.
Use appropriate seating arrangements to
match the type of communication
environment you want. Be aware that if
you are behind a desk, the other person
may feel like a subordinate (like you are
his/her boss). This may make
communication more difficult.