Effective Communication I

AISE 3803

Objectives
Define and give an example of nonverbal

communication.

Describe the six functions of nonverbal

communication. Describe and explain the role of the eight types of nonverbal symbols. Differentiate between formal and informal communication.

Functions of Nonverbal Communication

Accent- punctuating or drawing attention

to a verbal message.

Complement- expressions or gestures that

support, but could not replace a verbal message. Contradict-expressions or gestures that convey a meaning opposite that of a verbal message.

Functions of Nonverbal Communication

Regulate- expressions or gestures that

control the pace or flow of communication. Repeat- a gesture or expression that can be used alone to send the same meaning as a verbal message. Substitute- a nonverbal cue that replaces a verbal message.

Types of Nonverbal Symbols

The eyes The face and head Gestures Touch Posture Territory Walking Status symbols

Types of Communication

Formal and informal Upward, downward, and horizontal Spoken and written Electronic

Types of Communication
Formal - the official communication that

travels through the structured (formal) organization. Informal (grapevine) - rumors, statements, or reports whose truth any known authority cannot verify and which may not pertain to the functioning of the organization.

Types of Communication
Upward communication - is the flow of

communication from managers to managers. Downward communication - is the flow of communication from managers to managers or from upper management to middle management or lower management. Horizontal communication - is the flow of communication moving laterally or at the same level in the organization.

Summary
Definition of nonverbal communication. Describe the six functions of nonverbal

communication.

Describe and explain the role of the eight

types of nonverbal symbols. informal communication.

Differentiate between formal and

Improving Communication

Objectives
Identify and describe 14 barriers to

communication.

Explain the importance of listening and

identify methods to improve listening. Describe methods to break down communication barriers.

Barriers to Effective Communication

Lying Facial indicators General indicators Perceptions Over-eagerness to respond Closed words Judging Credibility gap Noise

Barriers to Effective Communication

Wasting the thought-speech differential Emotions Snap judgments Attacking the individual Rank Gatekeepers Poor listening

Importance of Listening

Time. Good relationship. Prevent misunderstanding and rumors. People perform better. Prevents complaints from blossoming. Good decision making. Prevents haste conclusions. Requires full attention.

Developing Listening Skills

Listening responses. Nod - nodding the head slightly and waiting. Pause - looking at the speaker, but without doing or saying anything. Casual remark - I see, uh-huh, or is that so? Echo - repeating the last few words the speaker said. Mirror - showing you understand by reflecting what has just been said: you feel that. Phrasing questions. Open. Closed.

Break Down Communication Barriers

Encourage upward communication. Have an open-door policy. Use face-to-face communication when

possible. Avoid credibility gaps. Write for understanding. Watch your timing. Be sensitive to needs and feelings of others. Identify and manager conflict.

The Four Cs of Written Communication

Complete Concise Correct Conversational

Dos of Listening
Eliminate distractions by holding

telephone calls and choosing a quiet place to talk. Allow adequate time for discussion. Take note of nonverbal cues. When you are unsure of what was said, restate what you think you heard in the form of a question.

Dos of Listening

Show interest. Express empathy. Be silent when silence is needed. When you think that something is missing, ask simple, direct questions to get the necessary information.

Dont of Listening

Argue. Interrupt. Engage in other activities. Pass judgment too quickly. Jump to conclusions. Let the other persons emotions act too directly on your own.

Summary
Identify and describe 14 barriers to

communication.

Explain the importance of listening and

identify methods to improve listening. communication barriers.

Describe methods to break down

Effective Communication II
Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.
Anonymous

Objectives
Diagram and explain the basic

communication model.

List and explain the five message

channels. List and explain components of a message and the contribution each makes to the total message.

Communication Process
Communication is the exchange of

thoughts, messages, or information, by speech, signals, writing, or behavior between a sender and a receiver.

Basic Communication Model

Sender

Message

Receiver

Feedback

The sender encodes the message and selects a channel. The receiver decodes the message and uses feedback to respond.

The Communication Process

Message Noise

Sender

Receiver

Feedback

The Communication Process

Feedback - a verbal or nonverbal

response by a receiver to the senders message. Encoding - selecting words and their order for a message by a sender. Decoding - the translation of a message by a receiver. Noise - literally or figuratively, anything that interferes with a message. Message channel - the conduit or medium that will carry a message from the sender to the receiver.

Message Channel

Face-to-face Face-to-group Telephone Written Third party

What Are Words Really Like?

Two communication rules: Dont assume that everyone knows what you are talking about. Dont assume that you know what others are talking about without asking them questions to make certain.

What Are Words Really Like?

Words have regional and international

meaning. Words develop new meaning. Double-speaking. The development of new words. Tone affects meaning.

Summary
Diagram and explain the basic communication

model.

The five message channels. Face-to-face. Face-to-group. Telephone. Written. Third party. The components of a message and the
Nonverbal. Tonal. Verbal.

contribution each makes to the total message.

Evaluation
Quizzes, Exams, but most of all, LIFE!