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COMMUNICATION
ANY PROCESS IN WHICH PEOPLE SHARE
INFORMATION, IDEAS, AND FEELINGS.
THAT PROCESS INVOLVES NOT ONLY
THE SPOKEN AND WRITTEN WORDS,
BUT ALSO BODY LANGUAGE, PERSONAL
MANNERISMS AND STYLE, THE
SURROUNDINGS, ANYTHING THAT ADDS
MEANING TO A MESSAGE
THE COMMUNICATION PROCESS
COMMUNICATION IS A
TRANSACTION
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PARTICIPATION IS CONTINUOUS
AND SIMULTANEOUS
ALL COMMUNICATION HAVE A PAST,
A PRESENT AND A FUTURE
ALL COMMUNICATORS PLAY ROLES
TYPES OF COMMUNICATION
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INTRAPERSONAL COMMUNICATION
INTERPERSONAL COMMUNICATION
INTERVIEWING
SMALL-GROUP COMMUNICATION
PUBLIC COMMUNICATION
DIRECTION OF
COMMUNICATION
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Downward – flows from one level to a
lower level
Upward – flows to a higher level
Lateral – between people at the same
level
GENERAL OBJECTIVES OF
COMMUNICATION
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TO BE RECEIVED (HEARD OR READ)
TO BE UNDERSTOOD
TO BE ACCEPTED
TO GET ACTION (CHANGE OF
BEHAVIOUR OR ATTITUDE)
INTERPERSONAL
COMMUNICATION
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Oral
Written
Non-verbal
ORAL COMMUNICATION
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ADVANTAGES
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Speed
Feedback
DISADVANTAGES
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Potential for distorted message when
passed through a number of people
Content at destination may be different
from the original
VERBAL COMMUNICATION
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WORDS ARE SYMBOLS
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CONCRETE: REPRESENT AN OBJECT
ABSTRACT: REPRESENT AN IDEA
MEANING OF WORDS
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DENOTATIVE: THE DICTIONARY
DEFINITION
CONNOTATIVE: THE FEELINGS OR
ASSOCIATIONS WE HAVE ABOUT THE
WORD
WRITTEN COMMUNICATION
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ADVANTAGES
Provide a tangible and
verifiable record
Record can be stored
for an indefinite period
of time
Physically available for
later reference
More likely to be well
thought-out, logical,
and clear
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DISADVANTAGES
Time consuming
Lack of feedback
No guarantee how
reader will interpret it
QUESTIONS BEFORE VERBAL
COMMUNICATION
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WHY?
TO WHOM?
WHERE AND WHEN?
WHAT?
HOW?
WHY (PURPOSE)
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Why am I communicating?
What is my real reason?
What am I hoping to achieve? Change
of attitude? Change of opinion?
What is my purpose? To inform? To
persuade? To influence? To educate?
To sympathise? To entertain?
WHO (RECEIVER)
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Who exactly is my audience?
What sort of person is he? Personality?
Education? Age? Status?
How is he likely to react to the content
of my message?
What does he know already about the
subject of my message? A lot? Not
much? Nothing? Less/more than I do?
WHERE AND WHEN (PLACE AND
CONTEXT)
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Where will he be?
When do I communicate?
Will my message represent the first he
has heard? What is my relationship with
the receiver?
WHAT (SUBJECT)
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What exactly do I want to say?
What do I need to say?
What does he need to know?
What information can I omit?
What information must I include in
order to be:
Clear, concise, courteous, constructive,
correct, complete
HOW (TONE AND STYLE)
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How am I going to communicate my
message? With words? Or pictures? Which
words? Which pictures?
Which medium of communication will be most
appreciated? Written or spoken? A letter or
personal chat?
How will I organise the points I want to
make? (deductive – inductive)
How am I going to achieve the right effect?
PLANNING THE MESSAGE
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Write down your objectives
Assemble the information
Group the information
Put the information into logical sequence
Produce a skeleton outline
Write the first draft
Edit the rough draft and write the final one
PUT THE INFORMATION INTO
LOGICAL ORDER
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Chronological order
Spatial order
Order of importance
Ascending order of complexity
Descending order of familiarity
Cause and effect
Topical order
PRESENTATION
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THE TOPIC, PURPOSE AND DRAFT
ANALYSES OF THE SITUATION
PREPARATION
DESIGNING THE PROCESS
BEFORE THE PRESENTATION
THE PRESENTATION
EVALUATION
STRUCTURE OF THE
PRESENTATION
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INTRODUCTION 10%
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EXPOUNDING THE TOPIC 80%
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LOGICAL RATIONAL REASONING,
CONNECTIONS BETWEEN THE PARTS OF
THE SPEECH
CONCLUSION 10%
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PURPOSE, GOAL
CONCLUSION, SUMMARY
REACTIONS
DECREASING ANXIETY
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ORGANIZATION, PREPARATION
IMAGINE THE EVENT
PRACTICE
DEEP BREATHING
STRETCHING MUSCLES
MOVING
EYE CONTACT
STRUCTURE OF A SPEACH
„TELL THEM, WHAT YOU ARE GOING
TO TELL THEM,
TELL THEM,
THEN TELL THEM, WHAT YOU TOLD
THEM.”
GOAL SETTING
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Specify the general objective and tasks to be
done
Specify how the performance in question will
be measured
Specify the standard or target to be reached
Specify the time span involved
Prioritize goals
Rate goals as so their difficulty and
importance
Determine coordination requirements
OBTAINING GOAL COMMITMENT
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Managerial support
Use participation
Know your subordinates’ capabilities
Use rewards
PROVIDING FEEDBACK
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The value of feedback
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Induce a person to set goals
Tells people how well they are progressing
May result in increased effort
Induces people to raise their goals
Indirect form of recognition
POSITIVE – NEGATIVE FEEDBACK
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More readily and
accurately perceived
Almost always
accepted
Fits what we wish to
hear and believe
about ourselves
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Often meets
resistance
It is accepted when
it comes from a
credible source or if
it is objective
BASIC FEEDBACK TECHNIQUES
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Focus on specific behaviours
Keep it impersonal
Keep it goal oriented
Make it well-timed
Ensure understanding
If negative, make sure the behaviour is
controllable by the recipient
Taylor the feedback to fit the person
PERSUADING
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It is the conscious manipulation of faceto-face communication to induce others
to take action
Power and authority are means of
making someone else do something
they otherwise would not have done,
while persuasion preserves others’
freedom to do whatever they want
PERSUASION STRATEGIES
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Credibility
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Competence
Intention
Character
personality
Logical reasoning
Emotional appeal
PERSUASION TACTICS
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Active facilitative
Passive facilitative
Active inhibiting
Passive inhibiting
IMPROVING YOUR PERSUASIVE
SKILLS
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Establish your credibility
Use a positive, tactful tone
Make your presentation clear
Present strong evidence to support your
position
Tailor your argument to the listener
Appeal to the subject’s self-interest
Use logic
Use emotional appeals
WRITING SCIENTIFIC PAPERS
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CHOOSING TOPIC
SEARCHING FOR LITERATURE
WRITING THE PAPER
CHOOSING TOPIC
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DEFINING THE TOPIC IN EXTENT AND TIME
THE SIZE OF THE TOPIC
TIMELY, INTERESTING
CONRETE, CLEAR OBJECTIVE
PRAPARING THE DRAFT
FLEXIBILITY
ASKING OTHERS OPINION
DEFINING SOURCES
SEARCHING FOR LITARATURE
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BOOKS, PERIODICALS
BIBLIOGRAPHIES
Internet
CD-ROM
DATA BASES
DISCUSSIONS WITH SPECIALISTS
CONFERENCE PAPERS
WRITING THE PAPER
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PREPARING THE DRAFT
CLEARITY, PURPOSE OF THE PAPER
DEFINITIONS
PROVING STATEMENTS
DISCUSSION
CONCLUSIONS, FIDINGS
SUMMARY
REFERENCES
LISTENING
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IT IS NOT ENOUGH TO MERELY HEAR,
LISTENING INVOLVES RESPONDING
INTELLECTUALLY AND EMOTIONALLY
TIME DEVOTED TO VARIOUS
COMMUNICATION SKILLS
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LISTENING
READING
SPEAKING
WRITING
TOTAL
53%
17%
16%
14%
100%
THE PROCESS OF LISTENING
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PREDICTIONS AND ASSESSMENTS
RECEIVING MESSAGES
ATTENDING
ASSIGNING MEANING
REMEMBERING
ATTITUDES TOWARD LISTENING
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POOR LISTENING HABITS
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THE
THE
THE
THE
THE
LAZY LISTENER
TAKE-TURNS LISTENER
ANXIOUS LISTENER
SELF-CENTERED LISTENER
COMPETITIVE LISTENER
TEN AIDS TO GOOD LISTENING
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BE PREPARED TO LISTEN
BE INTERESTED
KEEP AN OPEN MIND
LISTEN FOR THE MAIN IDEAS
LISTEN CRITICALLY
RESIST DISTRACTIONS
TAKE NOTES
HELP THE SPEAKER
POSSIBLE LISTENER RESPONSES
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NODDING THE HEAD
LOOKING AT THE SPEAKER
REMARKING
REPEATING BACK THE LAST FEW
WORDS
REFLECTING BACK TO THE SPEAKER
LISTENING EXPERIENCE
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LISTENING FOR INFORMATION
CRITICAL LISTENING
REFLECTIVE LISTENING
LISTENING FOR ENJOYMENT