Concepts: What we mean by Communication, and what elements are necessary to maximize our effectiveness as communicators
Skills: The skills and behavior which improve communication, and how they can be developed
Structure: The approach, style and construction of communication for personal and corporate uses.
MESSAGE AND CODING – Code Content and Treatment; The Language and manner of Presentation
MEDIUM AND CHANNEL – Written, Oral, Combination of Written and Oral
DECODING AND FILTER OF PERCEPTION – Interpretation of the Message
RECEIVER – To whom the message is communicated
FEEDBACK – Response of the Receiver to the Sender, Completes the Communication
COMMUNICATION VEHICLES
Outwardly directed
SPEECH- Face to Face
Telephone
WRITING- Formal – Long reports, Short Letters
Informal – Memos
VISUAL / GRAPHICS- Diagram
Picture
PERSONAL SIGNALS- Facial expression
(Non-verbal) ‘Body Language’
Incoming
WATCHING- Active Watching (Not just looking)
Selective Attention
Inattention, Distrust of communication, Absence of interest
Receiver ignores the information that conflicts with what he already knows
Receiver hears what he expects to hear
Inappropriate time of communication
Selective Perception
Sender and Receiver have different background / experience
Receiver hears what he expects to hear
Fear or failure to communicate
Prohibitive nature of organizational structure
Selective Retention
Badly expressed message
Faulty translations
Distortion or loss in transmission
BUILDING SENDER SKILLS
Create atmosphere for free flow of communication
Communicate in the receiver’s background and interest
Face to face communication
Be clear and to the point
Use simple, non-technical and direct language
Use human interest words and personal references
Economize on adjectives
Use active verbs
Use suitable tone of communication
Put emphasis on the communication
Time element
Never initiate unnecessary communication
Reduce length of communication channel
BUILDING RECEIVER SKILLS
1. Questions
Open
Begin with What, When, How, Which, Where, Why, Who
Requires explanation / description in the answer
Closed
Lead to a ‘yes’ or ‘no’ answer
- Will you be speaking to Harish this week?
- Have you started on the new assignment yet?
Elicits only the answer to that specific question
Leading
- You are going to that meeting, aren’t you?
- You haven’t got to rush off this evening, have you?
Indicates the desired / expected response
2. Cues
Reflecting / Restatement
Encourages expansion of the point, for example
- Well, it’s far too complex; it won’t work
Restate
- You feel we’re likely to have problems
Request
Specifies what expansion you need
- Tell me more about…
- Give me an example of that
Probing
- I expect some aspects which will be easier than others. You probably have a fair idea what they are
- I expect you are experienced in this area
- Your views are important; I’d really like to know what you think
- That’s often a problem area, I hear
3. Listening characteristics
POOR LISTENERS | GOOD LISTENERS |
Interrupt | Use eye contact |
Change the subject | Look attentive but relaxed |
Yes, but… style | Give cues and prompts |
Use negative body language | Take time to listen |
Are easily distracted | Ask open questions |
Are impatient | Don’t interrupt |
Appear not to listen | Use positive body language |
Take over the conversation | Concentrate |
Ask few questions | Do not appear to judge |
Ask closed questions | Ask for opinions, views and feelings |
Insist on having the last word | Are patient |
Clearly want to talk, not listen | Show they have identified key points |