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RESPONDING
STYLES
Fatma GÜZELCAN
Başak AKINCI
Naciye SEYREK
FATMA
GÜZELCAN
WHAT IS COMMUNICATION PROCESS?
A process
Information is exchanged
between individuals
Common system of symbols,
signs or behaviors
COMMUNICATION PROCESS
Receiver; must attent to interpert
and response to the
transmitted message
To attain the goal of acceptence
of the message receiver uses;
Attention
Comprehension
Feedback; is the sender’s way of
determining the
effectiveness of his/her message
Feedback includes
verbal
nonverbal
Why are certain persons
more succesfull
than others
in personal lives
in professional lives
If a communication problem happen,
WHAT WENT WRONG?
“Wouldn’t is be extremely useful to
have a simple formula of effective
communication which can be used in
all circumtances”
Martin Hahn
A FORMULA OF EFFECTIVE COMMUNICATION
EC=SI+IO-DF
SELF-INTEREST
INTEREST of OTHERS
Helpful strategies to discover others’ interest
PAIR Approval
P=Placate(listen,
empathize, respond
with concern)
A=Attend(to the other)
I=Investigate(Circumtances details of issue)
R=Resolve(decide on
action to take)
Five Step
Step1: Listen
Step2: Respond
Step3: Decide on
Action
Step4: Take Action
Step5: Follow up
BAŞAK
AKINCI
DISTURBING FACTORS
1)Differences in perception
2)Incorrect filtering
3)Language problems
4)Poor listening
5)Differing backgrounds
DIFFERENCES in PERCEPTION
our mind absorbs
our experiences in a unique
and personal way
Selective Perception
DIFFERENCES in PERCEPTION(cont’)
Perceptions are influenced by
Physical
Elements
Environmental
Elements
Learned
Elements
DIFFERENCES in PERCEPTION(cont’)
Example:
see physically & interpret culturally
RED in U.S.A
stop
anger
excitement
in debt
RED in China
Good fortune
INCORRECT FILTERING
Filtering is screening out before
a message is passed on to someone else.
Filters may ‘translate’
our receiver’s ideas and responses
before passing them on to us.
INCORRECT FILTERING(cont’)
To overcome
Establish more
than one
channel
condense message
information to
bare essentials
Eliminate
intermediaries as
possible
LANGUAGE PROBLEMS
Sources of language problems
Choosing
Different meanings
words
of a word
according to
culture
Different
&subculture interpretation ways
of words
LANGUAGE PROBLEMS(cont’)
To overcome
Use the most
specific and
Use language that
describes rather than
accurate words
evaluates
Select
understandable
words
POOR LISTENING
Occurs when people are forced listen to info
difficult to
understand
little direct bearing
on their lives.
POOR LISTENING(cont’)
To overcome
Paraphrase what
they have
understood
Listen without
interrupting
Try to view the situation
through the eyes of
other speakers
DIFFERING BACKGROUND
To overcome
Avoid project
your background
onto ohers’
Avoid using stereotypes
and
being prejudiced
Clarify your own and
understand background
of others
GIVING CONSTRUCTIVE FEEDBACK
Direct feedback
toward behavior, not person
Take needs of receiver
into account first.
Make use of “I” Statements
GIVING CONSTRUCTIVE FEEDBACK (cont’)
Focus on actions rather than
motives.
Make feedback descriptive
rather than judgmental.
Make feedback specific
rather than general
GIVING CONSTRUCTIVE FEEDBACK (cont’)
Share information
rather than give advice.
Be sensitive to
timing and selection.
Check whether receiver
understood your feedback.
NACİYE
SEYREK
EFFECTIVE RESPONSES
1)Understanding
2)Clarification
3)Self-disclosure
4)Questioning
5)Info. Giving
6)Reassurance
7)Analytical
8)Advice Giving
EFFECTIVENESS
1) UNDERSTANDING
Honest & frank communication
Feelings-oriented response
1) UNDERSTANDING(cont’)
Sensivity&understanding
 Strong negative feelings
“Understanding is empathy
and can repair
a damaged relation ”
2) CLARIFICATION
What is
the other person saying?
Identify significant feelings
significantly emerging
2) CLARIFICATION(cont’)
Echoing last few words
Summarizing
relevant/paraphrasing point
“Reinforce your desire
to see from
other's point of view.”
3) SELF-DISCLOSURE
Give others insight into
who you are
Share something about yourself
3) SELF-DISCLOSURE(cont’)
 Anxiety
Similar problems&life concerns
4) QUESTIONING
Allow others to develop a point
Open
Questions
Closed
Questions
5) INFORMATION GIVING
involves relating facts in an
objective manner
without judgement or evaluation.
useful in giving
Positive
Feedback
Negative
Feedback
6) REASSURANCE
Reduce anxiety
Diffuse intense feelings
Express confidence
7) ANALYTICAL
Analyze,explain or interpret
NOT reassurance
reassurance+ thougts,feelings,values
8) ADVICE GIVING
Others are being measured
by your personal value system and
are found somehow lacking.
This is a process of blaming others
for their own problems.
WHAT ABOUT NEGATIVE MESSAGES?
RESPONDING TO NEGATIVE MESSAGE
Blame
yourself
Blame
himself
Sense
others’
needs
& feelings
Sense your
own needs
& feelings