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Module: Communication Introduction A key skill for all project roles is the ability to communicate effectively with others. This module enables delegate to understand how they can, with simple tools and techniques, increase their understanding of people, interpersonal communication and relationships and to develop techniques within these areas. It links into the theory of Transactional Analysis as a model to explore how we can improve our understanding of our own communication style and influence others. By the end of the module, delegates will be able to:

Overview

Understand what we mean by effective communication the why, what, how, who, where and when Communication techniques explore the skills - active listening and questioning An introduction to Transactional Analysis to understand how this links to increased assertiveness & clarity within our business communication

Module content

1. Exploring the key questions around effective communications the why, what, how, who, where and when?

What is effective communication? What are some of the barriers to achieving this at work? Key questions to focus our communication strategies and priorities

2. Communication techniques key skills of listening and questioning

Verbal and non verbal communication

Active listening processes and skills Active questioning processes and skills

3. Managing communications developing an effective communication style using Transactional Analysis

Transactional Analysis an introduction to a theory of effective communication Basic concepts: roles, transactions, behaviours and positioning Using the Okay Corral to build confidence and assertiveness in our communications with others

Defining Communication: Communication (from Latin "communis", meaning to share) is the activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behavior. Basic Communication Model:

SENDER

MESSAGE

CHANNEL

RECEIVER

FEEDBACK

CONTEXT

The components of communication process are as follows: Context - Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context. Sender / Encoder - Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. The verbal and non verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender. Message - Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear. Channel - Channel is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is

essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance - Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient as misunderstandings are cleared then and there. Recipient / Decoder - Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder. Feedback - Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or nonverbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc.

The Effective Communication Model: Effective communication is more than just sending and receiving of a message. It goes a step further. A 4 layered model is used to explain this

1. The first level is one-way communication. Usually this means that somebody is talking to a target group (regardless of channel). In the other end of the process you manage to build knowledge. 2. Next level is two-way communication. To create this you will have to add listening to the talking. You talk and somebody replies. This is what we call a discussion. 3. In order to create engagement you have to involve them. People want to feel that their opinion count. If you want people to be engaged make them a part of the decision process. This does not mean that you need to have a complete democracy. But involve them in healthy dialogue 4. Finally, the last level. This is where you go to action. There is an old saying: If you always do what you always done you will always get what you always got . The point being: If you want action you need to do something different. You can always get action by yelling orders, no argument about that. But you want a sustainable action and therefore you want to go through knowledge understanding engagement action.

Communication strategies and preferences:

30 min Activity to clarify Communication strategies, preferences and barriers

Barriers to Effective Communication: The use of jargon, over-complicated or unfamiliar terms. Emotional barriers and taboos. Lack of attention, interest, distractions, or irrelevance to the receiver. Differences in perception and viewpoint. Physical disabilities such as hearing problems or speech difficulties. Physical barriers to non-verbal communication. Language differences and the difficulty in understanding unfamiliar accents. Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.

Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings.

Verbal and Non-Verbal Communication: SPEAKING: Effective speaking has nothing to do with the outdated concept of 'elocution' where everyone was encouraged to speak in the same 'correct' manner. Rather, effective speaking concerns being able to speak in a public context with confidence and clarity, while at the same time reflecting one's own personality. Self-help Activity: Try recording your own voice in an informal setting, then listen to it. Does it sound strange? Something you dont like about it? Accents Regional and ethnic accents are positive; they are part of individual personality. Gradually, over the years, through the migration of people and exposure to the media, they are being broken down and neutralized. This is a shame because accents can add a dimension and distinctiveness to voice and emphasize individuality. Word Selection Be very careful who your audience is, and then choose your words accordingly. Try to avoid strong words (intensifiers). Concentrate on the content, instead. Avoid using You sentences in an argument. Use You sentences when making a sales pitch. VOCAL PROJECTION Your Vocal projection has three major and distinct dimensions Volume This is not a question of treating the voice like the volume control on the TV remote. Some individuals have naturally soft voices and physically cannot bellow. Additionally, if the voice is raised too much, tonal quality is lost. Use your breath to project your volume. When talking to a group or meeting, developing a strong voice, as opposed to a loud voice, will make you seem as someone positive.

Clarity Speak clearly through unclenched teeth. It is this inability to open mouths and failure to make speech sounds with precision that is the root cause of inaudibility.

Variety To make speech effective and interesting, certain techniques can be applied. Whilst words convey meaning, how they are said reflects feelings and emotions. Vocal variety can be achieved by variations in: Pace: This is the speed at which you talk. If speech is too fast then the listeners will not have time to assimilate what is being said. Variation of pace keeps people interested. Volume: By raising or lowering volume occasionally, you can create emphasis. If you drop your voice to almost a whisper (as long as it is projected) for a sentence or two, it will make your audience suddenly alert, be careful not to overuse this technique. Pitch - Inflection - Emphasis: When speaking in public, try to convey the information with as much vocal energy and enthusiasm as possible. Emphasize certain words and phrases within the talk to convey their importance and help to add variety. Pause: Pauses are powerful. They can be used for effect to highlight the preceding statement or to gain attention before an important message. Pauses mean silence for a few seconds. Listeners interpret meaning during pauses so have the courage to stay silent for up to five seconds dramatic pauses like this convey authority and confidence.

Non-Verbal Communication: Nonverbal communication is usually understood as the process of communication through sending and receiving wordless (mostly visual) cues between people. Messages can be communicated through

Body Movements (Kinesics) Posture Eye Contact Paralanguage Closeness or Personal Space (Proxemics) Facial Expressions Physiological Changes

LISTENING: 1. Stop Talking

Don't talk, listen. When somebody else is talking listen to what they are saying, do not interrupt, talk over them or finish their sentences for them. STOP!! , just listen!! When the other person has finished talking you may need to clarify to ensure you have received their message accurately. 2. Prepare Yourself to Listen Relax. Focus on the speaker. Put other things out of mind. The human mind is easily distracted by other thoughts whats for lunch, what time do I need to leave to catch my train, is it going to rain try to put other thoughts out of mind and concentrate on the messages that are being communicated.

3. Put the Speaker at Ease Help the speaker to feel free to speak. Remember their needs and concerns. Nod or use other gestures or words to encourage them to continue. Maintain eye contact but dont stare show you are listening and understanding what is being said. 4. Remove Distractions Focus on what is being said: dont doodle, shuffle papers, look out the window, pick your fingernails or similar. Avoid unnecessary interruptions. These behaviors disrupt the listening process and send messages to the speaker that you are bored or distracted. 5. Empathize Try to understand the other persons point of view. Look at issues from their perspective. Let go of preconceived ideas. If the speaker says something that you disagree with then wait and construct an argument to counter what is said but keep an open mind to the views and opinions of others. 6. Be Patient A pause, even a long pause, does not necessarily mean that the speaker has finished. Never interrupt or finish a sentence for someone. 7. Avoid Personal Prejudice

Try to be impartial. Don't become irritated and don't let the persons habits or mannerisms distract you from what they are really saying. Everybody has a different way of speaking - some people are for example more nervous or shy than others, some have regional accents or make excessive arm movements, some people like to pace whilst talking - others like to sit still. Focus on what is being said and try to ignore styles of delivery. 9. Listen for Ideas Not Just Words You need to get the whole picture, not just isolated bits and pieces. Maybe one of the most difficult aspects of listening is the ability to link together pieces of information to reveal the ideas of others. With proper concentration, letting go of distractions, and focus this becomes easier. 10. Wait and Watch for Non-Verbal Communication Gestures, facial expressions, and eye-movements can all be important. We dont just listen with our ears but also with our eyes watch and pick up the additional information being transmitted via non-verbal communication. NOTE!! Do not jump to conclusions about what you see and hear. You should always seek clarification to ensure that your understanding is correct.

Verbal signs of attentive or active listening Positive Reinforcement Although a strong signal of attentiveness, caution should be used when using positive verbal reinforcement. Although some positive words of encouragement may be beneficial to the speaker the listener should use them sparingly so as not to distract from what is being said or place unnecessary emphasis on parts of the message. Indeed casual and frequent use of very good, yes or indeed can become irritating to the speaker. It is usually better to elaborate and explain why you are agreeing with a certain point. Remembering The human mind is notoriously bad at remembering details, especially for any length of time. However, remembering a few key points, or even the name of the speaker, can help to reinforce that the messages sent have been received and understood i.e. listening has been successful. Remembering details, ideas and concepts from previous conversations proves that attention was kept and is likely to encourage the speaker to continue. During longer exchanges it may be appropriate to make very brief notes to act as a memory jog when questioning or clarifying later.

Questioning The listener can demonstrate that they have been paying attention by asking relevant questions and/or making statements that build or help to clarify what the speaker has said. By asking relevant questions the listener also helps to reinforce that they have an interest in what the speaker has been saying. Reflection Reflecting is closely repeating or paraphrasing what the speaker has said in order to show comprehension. Reflection is a powerful skill that can reinforce the message of the speaker and demonstrate understanding. Clarification Clarifying involves asking questions of the speaker to ensure that the correct message has been received. Clarification usually involves the use of open questions which enables the speaker to expand on certain points as necessary. Summarization Repeating a summary of what has been said back to the speaker is a technique used by the listener to repeat what has been said in their own words. Summarizing involves taking the main points of the received message and reiterating them in a logical and clear way, giving the speaker chance to correct if necessary.

NON Verbal Gestures of Active Listening: Smile Small smiles can be used to show that the listener is paying attention to what is being said. Combined with nods of the head, smiles can be powerful in affirming that messages are being listened to and understood. Eye Contact It is normal and usually encouraging for the listener to look at the speaker. Eye contact can however be intimidating, especially for more shy. Combine eye contact with smiles and other non-verbal messages to encourage the speaker.

Posture Posture can tell a lot about the sender and receiver in interpersonal interactions. The attentive listener tends to lean slightly forward or sideways whilst sitting. Mirroring Automatic reflection/mirroring of any facial expressions used by the speaker can be a sign of attentive listening. These reflective expressions can help to show sympathy and empathy in more emotional situations. But dont fake it. Distraction The active listener will not be distracted and therefore will refrain from fidgeting, looking at a clock or watch, doodling, playing with their hair or picking their fingernails.

Transactional Analysis Transactional Analysis is a social psychology theory and a method to improve communication. The theory outlines how we develop ourselves, how we relate and communicate with others, and offers suggestions and interventions which will enable us to change and grow. Transactional Analysis is underpinned by the philosophy that:

people can change we all have a right to be in the world and be accepted

Transactional Analysis OK Modes Model The four effective Modes are called: 1. 2. 3. 4. Structuring Supporting Co-Creating Playful Modes shown in relative/correlating positions Effective Modes Structuring Supporting Co-creating Ineffective Modes Criticizing Inconsistent Interfering Over-adapted Oppositional

The six ineffective Modes are called: 1. 2. 3. 4. Inconsistent Interfering Reckless Oppositional

5. Over-adapted 6. Criticizing

Playful

Reckless

TA OK Modes Model, Mountain Associates, 2010.

The OK Corral (franklin ernst, 1971)

Blame Model The Transactional Analysis 'Okay Corral' can be linked to 'blame', for which Jim Davis TSTA developed this simple and helpful model. Commonly when emotions are triggered people adopt one of three attitudes relating to blame, which each correlate to a position on the Okay Corral:

I'm to blame (You are okay and I'm not okay - 'helpless') You are to blame (I'm okay and you are not okay - 'angry') We are both to blame (I'm not okay and you are not okay - 'hopeless')

None of these is a healthy position. Instead the healthy position is, and the mindset should be: "It's no-one's fault, blame isn't the issue - what matters is how we go forward and sort things out." (I'm okay and you are okay - 'happy')

Self-Evaluation Communication Skills Inventory: This inventory helps you assess your own communication skills and identify areas for improvement. Consider various situations in your normal life. Answer each item as honestly as you can. Instructions 1 As you go through the inventory, put a tick in the appropriate column. 2 Go back over the list and circle three or four items from the whole list that you feel it would be most important to try and improve at this time. Write these skills for improvement on the analysis page. 3 Where possible, discuss the results with another person. 4 Complete the Action to be taken column on the analysis page.

SKILLS

OK

Need to do more or better

Need to do less

1 listening to the ideas of others 2 Putting information into an easily understood format 3 Clarifying options for action 4 Clearly stating objectives 5 Explaining why decisions have been taken 6 Communicating essential elements of a task 7 Communicating changes of plan effectively 8 Reviewing progress against plans 9 Discussing errors openly 10 Giving feedback to individuals 11 Meeting sufficiently often with team and individuals 12 Using my status to cut short debate 13 Making good use of meeting time 14 Drawing contributions out from others 15 Maintaining discipline at meetings 16 Questioning to discover the causes of problems 17 Asking for help when necessary 18 Demonstrating calmness under pressure 19 supporting others in difficulty 20 Clarifying time limits 21Checking that all involved share a common understanding of objectives 22 Treating others with respect 23 Being available to others 24 Pretending that I know when I dont 25 seeking advice from others

Communication Skills Inventory: Analysis

SKILLS

IMPROVEMENT AREAS

ACTION TO BE TAKEN