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Effective Communication
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What is communication
Effective Communication
Effective listening
Communication Styles
WHAT IS COMMUNICATION
“We cannot not communicate!
A two–way process which enables two
(or more) people to share and
understand something in common.
It is abstract and invisible. It is like
electricity – known by its effects at both
ends of the wire and used for purposes
Communication Model
 B
=
Behaviour
 Behaviour is everything you say or
do i.e. it is visible, felt or heard
and includes facial expressions,
gestures, speech patterns etc.
 T
=
Thinking
 How you use your senses
internally
 F
= Emotions and
Physiological
 “Communication is about emotion
not words”
Behavior
Feeling
Thinking
Non Verbal Communication
 Albert Mehrabian (Three elements of
communication - and the "7%-38%-55% Rule“)
 found that the total impact of a message is only
about 7% verbal,
 38% vocal (including tone of voice
paralanguage) and,
 55% body language
 So non-verbal cues account for about 93% of
the meaning in messages transmitted between
people engaged in face-to-face discussion.
Exercise
“We have a meeting on Tuesday”
Non Verbal-NVC
 Communication without the use of spoken
language.
 Nonverbal communication includes
gestures, facial expressions, and body
positions (known collectively as “body
language”), as well as unspoken
understandings and presuppositions, and
cultural and environmental conditions
that may affect any encounter between
people
BARRIERS TO
COMMUNICATION
“The People of the world are islands shouting at each
other across a sea of misunderstanding”
George Elliot
They receive
Channel
(messages)
Transmitters
Encoding
They sent
Transmitters
Channel
(messages)
Receptors
Decoding
You send
You receive
You want to send a message
How communication works
 There are three stages in sending a
successful message:
1. Preparation
2. Delivery
3. Confirmation of understanding
Communication Medium
o
o
o
o
o
o
o
o
o
Face-to-face conversation
Telephone
Voice mail
Electronic mail
Photo graphs
Letters
Memos
Bulletin and fliers
Formal numerical report
Exercise-10 min
Please draw on a sheet of paper the
following:
A tree
Rope going down the tree
Another rope on the tree
Wooden sheet
Rope on the wooden sheet
COMMUNICATION CAN BE
DECEPTIVE!
 People in our culture are more skilled in
transmitting messages than receiving them…we
are better talkers than listeners.
 We place far greater value on sending than
receiving, and praise people for their ability to
‘think on their feet.’
 A ‘good communicator’ is usually though of as
someone who is an impressive speaker or
writer. Seldom is anyone admired because he
or she is a good listener.
Effective listening
 Two styles of listening you can use in
conversations:




Passive listening
This is what Thomas Gordon calls “door openers” –
occasional short verbal messages to let your partner
know that you’re paying attention. It is not pretending
to listen! On the contrary, you give someone else
space to share.
Active Listening
This is a response which reflects back thoughts and
feelings, without adding any judgments or advice. It
consists of simply summarizing the speaker’s
comments in ones own words.
Listening
 "We were given two ears but only one mouth,
because listening is twice as hard as talking."
 There is a real distinction between merely
hearing the words and really listening for the
message. When we listen effectively we
understand what the person is thinking and/or
feeling from the other person’s own perspective.
Communication Styles
PASSIVE
ASSERTIVE
AGGRESSIVE
Direct / Honest
Dominant
 Inhibited
 Submissive

Puts down self
Open & Fair Expression
Feels good about self & others
 Lets group decide
Chooses for self
 Takes other’s needs
into account, but not own
Takes other’s and own
needs into account
Abusive
Puts down others
Decides for group
Takes own needs into
account, but not others
Thank you