Download EFFECTIVE COMMUNICAION - Zanjan University of Medical …

‫به نام آنکه جان را فکرت آموخت‬
EFFECTIVE
COMMUNICATION
SKILLS
Masoud Ahmadzad-Asl M.D.
Psychiatrist, Assisstant Professor
Iran University of Medical Sciences
OBJECTIVES
 Define
and understand communication and
the communication process
 List
and overcome the filters/barriers in a
communication process
 Practice
 Tips
active listening
to improve verbal and non verbal
communication
COMMUNICATION
DEFINITION…
.
Communication is the process of
exchanging information and ideas.
.
An active process, it involves
encoding, transmitting, and decoding
intended messages.
BECAUSE…CATION IS IMPORTANT
?IBEBE IS IMPORTANT ? IMPORTANT ?
 Competence in oral communication – in
speaking and listening – is prerequisite to
person’s academic, personal, and professional
success in life.
 Oral
communication competence can
contribute to individuals' social adjustment and
participation in satisfying interpersonal
relationships.
CONTINUED…
 Employers
identify communication as one of the
basic competencies every graduate should
have, asserting that the ability to communicate
is valuable for obtaining employment and
maintaining successful job performance.
 When
working as a team effective
communication helps in conflict management
and problem solving
CONTINUED…
•
•
•
Developing the Ability to Speak.
Qualifies One to Participate in Public Life.
Effective communication is essential in business both
for organizations and for individuals.

•
Effective communication is a key skill in Impression
management.
Detailed Communication Process
Context
Message Channel
MESSAGE
MESSAGE
Feedback Channel
Context
Source
Receiver
TYPES OF COMMUNICATION
One-way communication
Two-way communication
One to many
COMPONENTS OF COMMUNICATION
Verbal Communication
Vocal communication
Non-verbal
communication
FEATURES OF EFFECTIVE
COMMUNICATION
 Active
 Eye
Listening
contact
 Posture
 Simple
language
 Questioning
skills
BENEFITS OF EFFECTIVE
COMMUNICATION
 Quicker
problem solving
 Better decision making
 Steady work flow
 Strong business relations
 Better professional image
THE COMMUNICATION PROCESS
IN ACTION
THE MESSEGE IS THOUGHT AND
PUT INTO WORDS OR SYMBOLS
TRANSMISSION
CHANNEL
MESSEGE IS TRANSMITTED VIA
PARTICULAR MEDIUM
DECODING
CHANNEL
RECIEVER
MESSEGE IS RECEIVED AND CODED
AND
INTERPRETED
Communication Process
General Presentation
STAGE 1
Message
SOURCE
TARGET
STAGE 2
Message
SOURCE
Feedback
RECEIVER
STAGE 3
Message / Feedback
SOURCE/RECEIVER
RECEVER/SOURCE
Message / Feedback
NON VERBAL COMMUNICATION
Communication Styles
Communication
Style
Assertive
Nonverbal Behavior
Description
Pushing hard
without attacking;
permits others to
influence outcome;
expressive and selfenhancing without
intruding on others.
Pattern
Good eye contact;
Comfortable but
firm posture;
Strong, steady and
audible voice; Facial
expressions
matched to
message;
Appropriately
serious tone;
Selective
interruptions to
ensure
understanding.
Verbal Behavior
Pattern
Direct and
unambiguous
language; No
attributions or
evaluations of
others’
behavior; Use of
“I” statements
and cooperative
“we”
statements.
Communication Styles
(continued)
Communication
Style
Aggressive
Nonverbal Behavior
Description
Taking advantage
of others;
Expressive and selfenhancing at
others’ expense.
Pattern
Glaring eye contact;
Moving or leaning
too close;
Threatening
gestures (pointing
finger; clenched
fist); Loud Voice;
Frequent
interruptions.
Verbal Behavior
Pattern
Swear words
and abusive
language;
Attributions and
evaluations of
others’
behavior; Sexist
or racists terms;
Explicit threats
or put-downs.
Communication Styles (continued)
Communication
Style
Nonassertive
Nonverbal Behavior
Description
Encouraging others
to take advantage
of us; Inhibited;
Self-denying.
Pattern
Little eye contact;
Downward glances;
Slumped postures;
Constantly shifting
weight; Wringing
hands; Weak or
whiny voice.
Verbal Behavior
Pattern
Qualifiers
(“maybe,” “kind
of” ); Fillers
(“uh,” “you
know,” “well”);
Negaters (“it’s
really not that
important,” “I’m
not sure”).
BEING ASSERTIVE MEANS...
•You express your feelings and your rights
clearly.
•You act in your own best interests but
still consider the needs and rights of
others.
•You develop trust and equality in your
relationships.
•You ask for help when you need it.
How Assertive am I?
BARRIERS TO COMMUNICATION
 Noise
 Inappropriate
medium
 Assumptions/Misconceptions
 Emotions
 Language differences
 Cultural differences
 Poor listening skills
 Use of jargon
 Distractions
HEARING VS LISTENING
Hearing – Physical
process, natural,
passive
Listening – Physical as
well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of
listening.
ACTIVE LISTENING
The process of recognizing, understanding, and
accurately interpreting communicated
messages
and responding to spoken and/or nonverbal
messages.
Steps to Effective Listening:
 Hearing
 Interpretation
 Evaluation
 Respond
TIPS TO BECOME A BETTER LISTENER
 Don’t
talk – listen.
 Don’t jump to conclusions.
 Listen between the lines.
 Ask questions/paraphrase.
 Don’t get distracted by the environment.
 Keep an open mind.
 Be willing to listen to someone else’s point of
view and ideas.
 Provide feedback.
 Take advantage of your brain power.
IMPROVING VERBAL
COMMUNICATION-TIPS
o
o
o
o
o
Eliminate Noise
Get Feedback – Verbal & Body Signals
Speak Slowly & Rephrase your sentence
Don’t Talk down to the other person
Listen Carefully & Patiently
WHAT TO DO…
Make Direct Eye Contact
Stay In Tune with Your Body Language
Speak Loud and Clear
Practice It With Smile
Stay focused
Listen carefully
AND MORE TO DO IS…..
Try To Understand Other's Point of View Also
Respond to Criticism with Empathy
Own What’s Yours
Use “I” messages
Look for compromise
Take a time-out
Don’t give up
IMPROVING BODY LANGUAGE TIPS
Keep appropriate distance
 Touch only when appropriate
 Take care of your appearance
 Be aware - people may give false cues
 Maintain eye contact
 Smile genuinely

BENEFITS
It helps us to feel good about both ourselves and
others.
It leads to the development of mutual respect for
each other.
It increases our self-esteem.
It helps us achieve our goals.
It minimizes hurting and alienating other people.
It reduces anxiety.
It protects us from being taken advantage of by
others.
It enables us to make decisions and free choices
in life.
It enables us to express, both verbally and nonverbally, a wide range of feelings and thoughts,
both positive and negative.
RESOLVING CONFLICT
Conflict is a part of the range of interactions
we have with other people.
Resolving conflict often leads to a stronger
relationship.
Two sides working together to solve a
problem often arrive at a better solution
than if each side worked alone.
RESOLVING CONFLICT
 Watch
Out for Communication
Blocks...
 Arguing
 Withdrawing
 Blaming or accusing
 Not listening
 Changing the subject
RESOLVING CONFLICT











Try to Avoid...
Jumping to conclusions
Mind reading
Unrealistic expectations... such as perfection
Cool Down Time
Take 4 or 5 deep breaths.
Put the brakes on hostile thoughts... change your focus.
Buy yourself some time with "I need some time to think about
this".
Discharge the adrenaline with some exercise... go
for a walk.
Talk yourself down... listen to music... laugh.
Clear your mind for some creative solutions.
THANK YOU
‫دوشنبه دو هفته قبل رییس بیمارستان دکتر محمد حسینی که من از قبل‬
‫باهاش دوست نزدیک بودم با اخم و بدخلقی به من گفت که دیگه دوست‬
‫نداره با ما همکاری کنه ولی هر کاری از دستش بر بیاد میکنه تا این‬
‫دوره پرسنل باهامون همکاری کنن‪ .‬با این حال من بهش گفتم که اون‬
‫مجبور نیست با ما همکاری کنه و هر کاری دوست داره انجام بده‪.‬‬
‫آخرش بهم گفت که همه این حرفا شوخی نبوده و باید به نظراتش اهمیت‬
‫بدیم‪.‬‬
‫‪‬‬