Download PMI-Effective-Communication

Communication?
The transfer of information and
understanding that occurs
between two or more individuals,
in which each individual tries to
give meaning to certain symbolic
messages conveyed through a
particular media.
What is being communicated?
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Facts
Events
Perception
Ideas
Needs
Desires
Beliefs
Elements of Communication
SENDER
MESSAGES
MEDIA
NOIS
E
FEEDBACK
RECEIVER
Types of Communication
Verbal Communication
• Language, words
• Talking, sending a letter
Non-verbal Communication
• Tone of voice
• Eye contact
• Body gesture
• Touch
• Speech Intonation
• Use of physical space &
time
Types of Communication
• Things that are not often
realized  words that are
spoken are not the main thing
that is perceived by the
receiver of the message.
• The receiver of the message
notices other things aside
from what is being spoken.
• In providing psychosocial
support, non-verbal
communication is very
important.
• It helps when communicating
with others of a different
culture.
Factors that Promote
Communication
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Empathy
Assertive behavior
Giving feedback to the receiver of the message
Direct communication through face to face meetings
Use of simple and direct language
Mutual trust
Warm personality
Factors that Can
Obstruct Communication
• Physical
limitation
• Language /
semantic
limitation
• Psychological
limitation
Characteristics of Effective
Communication
• The message is simple
and comprehensive.
• Mutual trust exists.
• Appropriate to the
situation and existing
conditions.
• Use of proper body
language.
• Interactive situation is
made.
• Verification of whether the
message is understood by
the receiver.
Active Listening
Active Listening
• Not the same as mere
listening.
• Basics of communication
for psychosocial
support.
• Without active listening,
someone will not realize
the problems of those
they are talking to.
• As a result, someone will
find difficulties in
providing assistance.
• How to do it…???
Practicing Active Listening
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Do not interrupt
someone when he
speaks.
Empathy with the
person we are talking
to.
Be involved in the
conversation and
maintain involvement.
Ask questions then
make a conclusion.
Put off judging,
criticizing or giving
advice.
• Show sincere attention.
• Give feedback.
Gestures that show
Active Listening
1. Sit facing each
other
2. Body gesture shows
openness
3. Body is leaning
forwards
4. Eye contact
5. Relaxed attitude
• Useful to overcome
psychological obstruction
during communication.
• Obstruction 1: Permissive
Behavior  Not willing to
express ideas, asking
questions to avoid being
perceived as stupid.
Assertive
• Obstruction 2:
Aggressive  Expressing
desires inappropriately
that can be detrimental to
others.
Assertive
• Learn to know what
you want and how to
communicate it to
others in a nice and
sincere manner.
• Do not let others
impose their desires
on to you particularly
on things you are
opposed to.
• Voice out your rights,
ideas and desires
without harming
others.
• How to do it…???
Practicing Assertive Communication
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Realize your rights, desires and
opinions.
Try to feel comfortable with yourself.
Accept yourself including your
strengths and weaknesses.
Use well mannered and polite speech.
Respect differences in opinion.
Notice the body language of the
person you are talking to in order to
obtain feedback.
Empathy
Understand what is being thought
and felt by others.
Practicing it :
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Be sensitive towards
yourself and realize your
own thoughts and feelings.
Be sensitive towards
others.
Observe the non-verbal
language of the person you
are speaking to.
Do not make a conclusion
in haste.
Avoid prejudice.
Receive and Give Feedback
Feedback helps you to:
• Realize your own behavior
• Change your behavior
• Feel content with your behaviour.
Receive & Give Feedback
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Feedback can be in
the form of:
Information on your
strengths and
weaknesses
Recommendation
Questions
To be noticed when
giving feedback
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Make sure the person whom you will give
feedback is ready to accept.
Pay attention to your tone of voice.
Explain the observed behavior and its
repercussions rather than merely giving
an evaluation.
When giving feedback, focus on behavior
that can be improved.
Refer to yourself by using the word “I”
Communicating With
the Survivors
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Establish a positive first
impression.
Create a warm and
welcoming
atmosphere.
Be honest and sincere.
Look at the person’s
face with kindness and
occasionally look into
their eyes.
Always try to
understand survivors.
Conduct active
listening.
• Do not give advice,
suggestions, lectures if
not asked.
• Do not evaluate
quickly.
• Give the survivor the
freedom to show their
vulnerabilities.
• Act calm and relaxed.
Informing Bad News
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Inform the news in a clear and concise
manner.
Pay attention to your body language and
respond according to the situation.
If the person that receives the news is
unable to accept the fact, acts hysterical or
falls unconscious, realize that it is a normal
reaction.
If the case mentioned previously occurs,
give a a calming statement, express your
concern and if possible touch the person.
Gentle human touch can calm people’s
reactions.