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cmmunication skills.pdf
General Skills
Introduction to Communication
Week 2
Lecture One
Prepared and collected by Dr. Nisreen Azar
Introduction
• What is communication?
• Why do we communicate?
• What tools can we use to help us
improve our communication?
• How important is communication in
the workplace?
The manner in which you answer these
questions will influence your ability to
get along with others when you try to
make a valuable contribution to society
through your job.
By studying effective communication we
can find better ways of dealing with those
people who are important in our lives:
those people we work with , study with,
and live with.
Communication defined
• Obviously, communication means
different things to different people .
To the supervisor on a job, it is a way of
making sure that the job gets
accomplished. To those who love us, it is a
way of maintaining the relationship. To
friends and co-workers, it is the tool that
help us to get along.
• Communication is sometimes defined as
the process of sending and receiving
messages.
• Effective communication involves
understanding the information and the
shared understanding of the feelings,
thoughts, wants, needs and intentions of
the communicators, which may NOT be
clearly expressed in words.
Functions of Communication
• Practical functions. We communicate to have
practical needs met, such as buying food, securing a job,
and maintaining our health and safety.
• Social needs. We often communicate for the pleasure
of communication. Communication also enables us to
meet others, demonstrate ties, maintain friendships, and
build intimate relationships.
• Decision making functions. Communication can and
should help us to make better the decisions we make.
• Personal growth functions. Communication can be
seen as the primary means of intellectual, emotional,
social and psychological success.
Communication Process model
• Sender/Receiver. We send and receive
messages simultaneously .
• Encoding. The process of changing ideas
into symbols.
• Decoding. The process of assigning
meaning to the symbols so they can be
understood.
• Message. The message is the idea, thought ,
feeling, or opinion to be communicated.
• Channel. The channel is the line through which
messages travel from sender to receiver. In face-
to- face communication, messages are carried by
sound and light waves.
• Feedback. Feedback is the receiver’s response
to the message and indicates how the receiver
feels about the message or the sender.
• Context. Two factors affect what we say and how we
say something– the social and physical context. The
social deals with the relationship between the sender and
the receiver. Clearly, what you say and how you say it will
change , depending on whether you are talking to your
best friend, a total stranger or you boss. Also, the
physical context will dictate what you say and how you
say it ;your talk will change if you are at work or at
home.
Noise
• Noise is any interference that prevents shared
understanding.
• Types of Noise
Three types of noise contribute to
communication breakdown.
• Internal noise
• External noise
• Semantic noise
Internal Noise
• Internal noise includes our attitudes,
opinions, and beliefs toward what’s being
said, as well as who is saying it, and may
prevent our understanding of others. Our
interpersonal communication( the dialogues
which occur inside our heads) is often a source
of disruptive internal noise.
• Internal noise is affected by our self concept,
how we feel ,and what we expect. Daydreaming
is the most obvious form of internal noise
interfering with communication.
Preoccupation with personal problems may be
another form of internal noise.
External Noise
• External noise deals with the noise in the
environment: other voices, airplanes
overhead, buzzing machines, and so on; it
most often affects our interpersonal
communication- our communication
between people which is “personal”. This
type of noise is more obvious than internal
noise and is easier to deal with.
Semantic Noise
• Semantic noise occurs when sender and
receiver have different meaning for the words and
gestures they use. Semantic noise occurs when
technicians and lay people communicate. When a
printer tells the customer he will burn an image of
the customer’s picture, the printer means he will
create a copy, while the customer may assume his
picture will be burnt and destroyed. Also, we must
be careful with the gestures we use when
communicating in a cross-cultural setting. To you
the V sign may signal “victory”, but for someone
from a different culture it may see it as a symbol
of profanity.
How can we control those noises?
In some cases the only thing to do is to turn up the
powers of concentration. In the case of internal
noise, for example, being aware of the topics and
words that send you reeling is a preventive step. For
external noise, turning off noises, tuning them
out, or asking others to speak up increase the
chance of understanding considerably. Finally , for
semantic noise, being aware that people may
have different meanings for the same words is a
beginning. Using questions and paraphrasing to
clarify meanings and confirm understanding can
minimize semantic noise.
Communication Climate
• Good communication does not just happen.
Effective communication happens when the people
involved work to create a climate of openness,
honesty, and respect for one another. Effective
communication happens when the people involved
act to minimize the breakdowns that are likely to
occur.
Communication principles
• We are always communicating, whether we intend or not. It
has been found that 75 percent of our waking day is spent
communicating through reading, writing, speaking,
and listening.
• The message sent is not necessarily the message
received. In fact, some experts claim 50percent of our
communication is misunderstood. Get feedback!
• A part of the message is who sends it. It is impossible
to divorce a message from who sends it.
• The meanings of words are inside us. Words don’t
“mean”-people attach meaning to words.
• Communication is learned. We learn the gestures and
customs of the culture in which e are raised. We can always
learn better ways of communicating.
Overcoming Barriers
• The following barriers often contribute to misunderstanding,
poor personal relations and decreased quality in the
workplace.
• Gossip. When you hear gossip, you can check the facts face-
to-face with the people directly involved. Until then, you
would be wise not to pass the message on and consider the
message for what it is: unsubstantiated rumor.
• Gaps. The greater the difference, the greater the likelihood of
miscommunication . Gender gaps, supervisor –employee
gaps, cultural gaps and racial gaps can be fueled by the
assumption that all people of a particular group
“ automatically” think or feel a certain way.
• Such assumptions result in stereotyping which
can produce divisions between people that may
be difficult to reconcile. Gaps can be overcome
by questioning the validity of your own
stereotypes as well as questioning the
stereotypes of others. Moreover, gaps are
minimized when we focus our communications
on individuals rather than on representative
members of a group.
• Loss of emotional control. Inability to control emotion is
a barrier to communication. Emotions that get out of control
can quickly turn into barriers. For example, when listening to
a powerful motivational speaker or a skillful persuader,
audience members may become overly enthusiastic. Such
reactions can short-circuit reasoning and prevent the
listeners from receiving the information objectively. Being
aware of terms , phrases or topics that create an emotional
response in both you and the people with whom you interact
is a necessary first step in overcoming this barrier.
Recognizing that people have different views of the world and
that these differences are indeed valuable will help
considerably.
Defensiveness
• The tendency to misinterpret another’s
comments as a personal attack when that was
not the intention is typical of defensiveness.
For example, you might ask if a coworker has
heard about missing equipment in the storage
room; the coworker might assume that you are
making an accusation of theft and react
defensively. Defensiveness can be minimized
by developing an accurate self-concept, by
checking possible interpretations with the
speaker, and by sharing thoughts and feelings
honestly.
Giving and getting feedback
It is vital to know how to give feedback to others, effectively
and constructively without causing offence.
Feedback is information about reactions to a product, a
person's performance of a task, etc. which is used as a
basis for improvement.
When giving feedback, some of the following consider the
following suggestions:
1. Make the feedback appropriate. Feedback is appropriate
when it is requested from the sender or when it is requested from the
sender or when it is necessary for the receiver to clarify the message.
Moreover, feedback is effective if it is given as soon after the sender’s
message as possible. The timing involved depends on the nature of the
message, the setting in which the communication happens, and the
attitudes of the people involved. For example, reprimanding a
subordinate for not wearing safety glasses in the shop would best be done
in the boss’s office rather than out on the floor in front of others.
2. Make the feedback specific. Rather than telling a
subordinate, for instance “ Your quarterly report wasn’t
up to your usual standards,” it would be clearer and
more precise to say “ Your quarterly report needed to
include the total sales of the month of March”
3.Make the feedback positive. Make sure the tone of
the feedback is positive, especially when it involves
constructive criticism . In other words, rather than
criticizing your friend for a mistake, offer suggestions
that might prevent the same mistake in the future. Also
consider giving positive feedback before any negative
feed back.
• When it is your turn to receive feedback, remember
those tip.
• Ask for feedback and receive it openly. Requesting
feedback from your receiver may require you to be
specific about the kind of information you are seeking .
For example, “ I need to find out what questions you have
about the new pricing structure we just discussed.”
• Acknowledge the feedback. You might begin by
thanking the receiver for the feedback given. Then you
may consider paraphrasing the feedback to make sure you
fully understand what the receiver meant. A paraphrase
could be stated like this: “ So I sense you are uncertain
about how the new pricing structure will affect our current
customers.”
• Consider the feedback received. Be open to
suggestions, opinions, and concerns the receiver
may share with you. This consideration
doesn’t necessarily mean that you agree
with the receiver but rather that you are
willing listen as openly as possible. The
information you receive can improve your own
decision-making and at the same time make the
listener feel valued for providing the feedback
Improving relations
• While specific verbal strategies can be used as
communication tools, so can certain attitudes improve
relations with others. Four such attitudes include
positive regard, empathy, openness, and trust.
• Positive regard. Accept other people for who they are
as human beings regardless of race, attitudes, or
behavior. Believe in the equality of all people rather than
the superiority of one person ( or a group of people)over
others( based on money, gender, power, etc.)
• Empathy. Develop an interest( indeed, even a
curiosity)in other people and of wanting to know
about their feelings, thoughts, and experiences
by putting yourself in their shoes and
understanding their viewpoint through active
listening. Remain open-minded to new
perspectives rather than closed-minded.
• Openness. Communication with others by
sharing your own true feelings and thoughts, and
experiences.
• Trust. A positive communication climate also occurs
when high levels of trust are evident. Trust is of two
types : task trust is the trust associated with carrying
out whatever is expected of you. The second,
interpersonal trust, is evident in keeping secrets(
when requested of you), in supporting colleagues, and in
defending someone who is unfairly being criticized.
What is nonverbal communication?
• Nonverbal communication means
communication without words.
• Nonverbal communication is a process of
communication through sending and
receiving wordless messages.
• Verbal and non verbal are all types of
communication. But the difference between
them is that we use our voice in verbal
communication and we use body signs in non-
verbal communication.
•
• Nonverbal communication has also cultural
meaning.
• Nonverbal communication is sometimes
considered the strongest form of
communication. More than voice or words,
nonverbal communication enables you to create
your image in others minds and even you can
show the emotions and feelings that are not
spoken.
Forms of non-verbal communication
• Eye Contact shows much without speaking . In
American culture, maintaining eye contact shows respect
and indicates interest.
• Facial Expressions which can communicate
happiness, sadness, anger or fear.
• Posture reveals a lot about you. The manner you walk,
sit, stand or hold your head not only indicates your
current mood, but also your personality. For example, if
you cross your arms while standing, you indicate that
you may be closed off and defensive. Walking with your
head down and avoiding eye contact with others may
indicate shyness.
• Touch. For example, we shake hands to
introduce ourselves.
• Gestures. When visible body actions communicate a
message. Gestures include movements of the face, hands,
or other parts of the body.
• Personal Space is the space you place between yourself
and others.
The End

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cmmunication skills.pdf

  • 2. General Skills Introduction to Communication Week 2 Lecture One Prepared and collected by Dr. Nisreen Azar
  • 3. Introduction • What is communication? • Why do we communicate? • What tools can we use to help us improve our communication? • How important is communication in the workplace? The manner in which you answer these questions will influence your ability to get along with others when you try to make a valuable contribution to society through your job.
  • 4. By studying effective communication we can find better ways of dealing with those people who are important in our lives: those people we work with , study with, and live with.
  • 5. Communication defined • Obviously, communication means different things to different people . To the supervisor on a job, it is a way of making sure that the job gets accomplished. To those who love us, it is a way of maintaining the relationship. To friends and co-workers, it is the tool that help us to get along.
  • 6. • Communication is sometimes defined as the process of sending and receiving messages. • Effective communication involves understanding the information and the shared understanding of the feelings, thoughts, wants, needs and intentions of the communicators, which may NOT be clearly expressed in words.
  • 7. Functions of Communication • Practical functions. We communicate to have practical needs met, such as buying food, securing a job, and maintaining our health and safety. • Social needs. We often communicate for the pleasure of communication. Communication also enables us to meet others, demonstrate ties, maintain friendships, and build intimate relationships.
  • 8. • Decision making functions. Communication can and should help us to make better the decisions we make. • Personal growth functions. Communication can be seen as the primary means of intellectual, emotional, social and psychological success.
  • 9. Communication Process model • Sender/Receiver. We send and receive messages simultaneously . • Encoding. The process of changing ideas into symbols. • Decoding. The process of assigning meaning to the symbols so they can be understood.
  • 10. • Message. The message is the idea, thought , feeling, or opinion to be communicated. • Channel. The channel is the line through which messages travel from sender to receiver. In face- to- face communication, messages are carried by sound and light waves. • Feedback. Feedback is the receiver’s response to the message and indicates how the receiver feels about the message or the sender.
  • 11. • Context. Two factors affect what we say and how we say something– the social and physical context. The social deals with the relationship between the sender and the receiver. Clearly, what you say and how you say it will change , depending on whether you are talking to your best friend, a total stranger or you boss. Also, the physical context will dictate what you say and how you say it ;your talk will change if you are at work or at home.
  • 12. Noise • Noise is any interference that prevents shared understanding. • Types of Noise Three types of noise contribute to communication breakdown. • Internal noise • External noise • Semantic noise
  • 13. Internal Noise • Internal noise includes our attitudes, opinions, and beliefs toward what’s being said, as well as who is saying it, and may prevent our understanding of others. Our interpersonal communication( the dialogues which occur inside our heads) is often a source of disruptive internal noise. • Internal noise is affected by our self concept, how we feel ,and what we expect. Daydreaming is the most obvious form of internal noise interfering with communication. Preoccupation with personal problems may be another form of internal noise.
  • 14. External Noise • External noise deals with the noise in the environment: other voices, airplanes overhead, buzzing machines, and so on; it most often affects our interpersonal communication- our communication between people which is “personal”. This type of noise is more obvious than internal noise and is easier to deal with.
  • 15. Semantic Noise • Semantic noise occurs when sender and receiver have different meaning for the words and gestures they use. Semantic noise occurs when technicians and lay people communicate. When a printer tells the customer he will burn an image of the customer’s picture, the printer means he will create a copy, while the customer may assume his picture will be burnt and destroyed. Also, we must be careful with the gestures we use when communicating in a cross-cultural setting. To you the V sign may signal “victory”, but for someone from a different culture it may see it as a symbol of profanity.
  • 16. How can we control those noises? In some cases the only thing to do is to turn up the powers of concentration. In the case of internal noise, for example, being aware of the topics and words that send you reeling is a preventive step. For external noise, turning off noises, tuning them out, or asking others to speak up increase the chance of understanding considerably. Finally , for semantic noise, being aware that people may have different meanings for the same words is a beginning. Using questions and paraphrasing to clarify meanings and confirm understanding can minimize semantic noise.
  • 17. Communication Climate • Good communication does not just happen. Effective communication happens when the people involved work to create a climate of openness, honesty, and respect for one another. Effective communication happens when the people involved act to minimize the breakdowns that are likely to occur.
  • 18. Communication principles • We are always communicating, whether we intend or not. It has been found that 75 percent of our waking day is spent communicating through reading, writing, speaking, and listening. • The message sent is not necessarily the message received. In fact, some experts claim 50percent of our communication is misunderstood. Get feedback! • A part of the message is who sends it. It is impossible to divorce a message from who sends it. • The meanings of words are inside us. Words don’t “mean”-people attach meaning to words. • Communication is learned. We learn the gestures and customs of the culture in which e are raised. We can always learn better ways of communicating.
  • 19. Overcoming Barriers • The following barriers often contribute to misunderstanding, poor personal relations and decreased quality in the workplace. • Gossip. When you hear gossip, you can check the facts face- to-face with the people directly involved. Until then, you would be wise not to pass the message on and consider the message for what it is: unsubstantiated rumor. • Gaps. The greater the difference, the greater the likelihood of miscommunication . Gender gaps, supervisor –employee gaps, cultural gaps and racial gaps can be fueled by the assumption that all people of a particular group “ automatically” think or feel a certain way.
  • 20. • Such assumptions result in stereotyping which can produce divisions between people that may be difficult to reconcile. Gaps can be overcome by questioning the validity of your own stereotypes as well as questioning the stereotypes of others. Moreover, gaps are minimized when we focus our communications on individuals rather than on representative members of a group.
  • 21. • Loss of emotional control. Inability to control emotion is a barrier to communication. Emotions that get out of control can quickly turn into barriers. For example, when listening to a powerful motivational speaker or a skillful persuader, audience members may become overly enthusiastic. Such reactions can short-circuit reasoning and prevent the listeners from receiving the information objectively. Being aware of terms , phrases or topics that create an emotional response in both you and the people with whom you interact is a necessary first step in overcoming this barrier. Recognizing that people have different views of the world and that these differences are indeed valuable will help considerably.
  • 22. Defensiveness • The tendency to misinterpret another’s comments as a personal attack when that was not the intention is typical of defensiveness. For example, you might ask if a coworker has heard about missing equipment in the storage room; the coworker might assume that you are making an accusation of theft and react defensively. Defensiveness can be minimized by developing an accurate self-concept, by checking possible interpretations with the speaker, and by sharing thoughts and feelings honestly.
  • 23. Giving and getting feedback It is vital to know how to give feedback to others, effectively and constructively without causing offence. Feedback is information about reactions to a product, a person's performance of a task, etc. which is used as a basis for improvement. When giving feedback, some of the following consider the following suggestions: 1. Make the feedback appropriate. Feedback is appropriate when it is requested from the sender or when it is requested from the sender or when it is necessary for the receiver to clarify the message. Moreover, feedback is effective if it is given as soon after the sender’s message as possible. The timing involved depends on the nature of the message, the setting in which the communication happens, and the attitudes of the people involved. For example, reprimanding a subordinate for not wearing safety glasses in the shop would best be done in the boss’s office rather than out on the floor in front of others.
  • 24. 2. Make the feedback specific. Rather than telling a subordinate, for instance “ Your quarterly report wasn’t up to your usual standards,” it would be clearer and more precise to say “ Your quarterly report needed to include the total sales of the month of March” 3.Make the feedback positive. Make sure the tone of the feedback is positive, especially when it involves constructive criticism . In other words, rather than criticizing your friend for a mistake, offer suggestions that might prevent the same mistake in the future. Also consider giving positive feedback before any negative feed back.
  • 25. • When it is your turn to receive feedback, remember those tip. • Ask for feedback and receive it openly. Requesting feedback from your receiver may require you to be specific about the kind of information you are seeking . For example, “ I need to find out what questions you have about the new pricing structure we just discussed.” • Acknowledge the feedback. You might begin by thanking the receiver for the feedback given. Then you may consider paraphrasing the feedback to make sure you fully understand what the receiver meant. A paraphrase could be stated like this: “ So I sense you are uncertain about how the new pricing structure will affect our current customers.”
  • 26. • Consider the feedback received. Be open to suggestions, opinions, and concerns the receiver may share with you. This consideration doesn’t necessarily mean that you agree with the receiver but rather that you are willing listen as openly as possible. The information you receive can improve your own decision-making and at the same time make the listener feel valued for providing the feedback
  • 27. Improving relations • While specific verbal strategies can be used as communication tools, so can certain attitudes improve relations with others. Four such attitudes include positive regard, empathy, openness, and trust. • Positive regard. Accept other people for who they are as human beings regardless of race, attitudes, or behavior. Believe in the equality of all people rather than the superiority of one person ( or a group of people)over others( based on money, gender, power, etc.)
  • 28. • Empathy. Develop an interest( indeed, even a curiosity)in other people and of wanting to know about their feelings, thoughts, and experiences by putting yourself in their shoes and understanding their viewpoint through active listening. Remain open-minded to new perspectives rather than closed-minded. • Openness. Communication with others by sharing your own true feelings and thoughts, and experiences.
  • 29. • Trust. A positive communication climate also occurs when high levels of trust are evident. Trust is of two types : task trust is the trust associated with carrying out whatever is expected of you. The second, interpersonal trust, is evident in keeping secrets( when requested of you), in supporting colleagues, and in defending someone who is unfairly being criticized.
  • 30. What is nonverbal communication? • Nonverbal communication means communication without words. • Nonverbal communication is a process of communication through sending and receiving wordless messages. • Verbal and non verbal are all types of communication. But the difference between them is that we use our voice in verbal communication and we use body signs in non- verbal communication. •
  • 31. • Nonverbal communication has also cultural meaning. • Nonverbal communication is sometimes considered the strongest form of communication. More than voice or words, nonverbal communication enables you to create your image in others minds and even you can show the emotions and feelings that are not spoken.
  • 32. Forms of non-verbal communication • Eye Contact shows much without speaking . In American culture, maintaining eye contact shows respect and indicates interest. • Facial Expressions which can communicate happiness, sadness, anger or fear. • Posture reveals a lot about you. The manner you walk, sit, stand or hold your head not only indicates your current mood, but also your personality. For example, if you cross your arms while standing, you indicate that you may be closed off and defensive. Walking with your head down and avoiding eye contact with others may indicate shyness.
  • 33. • Touch. For example, we shake hands to introduce ourselves. • Gestures. When visible body actions communicate a message. Gestures include movements of the face, hands, or other parts of the body. • Personal Space is the space you place between yourself and others.