Module 3 The Essential Manager

Unit 1 Basic Skills in

Communication
Jochen Lohmeier, Barbara Kloss-Quiroga

Facilitator‘s Manual
Dr. Barbara Kloss-Quiroga (Ed.), Berlin 2003
Communication Model: The Sender

Confront
Attention
Intention

District Health Management Tools, T 3–1–1

Source: Adapted from Lohmeier, Jochen: Facilitation - Approach and Tools for Development
Practitioners, BAOBAB, Berlin, Germany, 2001
Communication Model: The Receiver

Duplicate
Understanding
Acknowledgement

District Health Management Tools, T 3–1–2

Source: Adapted from Lohmeier, Jochen: Facilitation - Approach and Tools for Development
Practitioners, BAOBAB, Berlin, Germany, 2001
Communication Is…

Who says what?

…to whom?

…with what effect?

District Health Management Tools, T 3–1–3

Dale’s Cone People Generally Remember ? Levels of Abstraction

of Experience
10% of what they read Read Verbal receiving

20% of what they hear Hear words

30% of what they see Watch still picture Visual receiving

Watch moving picture
Watch exhibit

50% of what they

hear and see Watch demonstration

70% of what they Do a site visit Hearing

say or write
Saying
90% of what Do a dramatic presentation Seeing
they say as and
they do a Simulate a real experience
Doing
thing Do the real thing

District Health Management Tools, T 3–1–4

Source: Stages in Group Development, developed by participants in the Virginia State TOT,
Richmond, February 7, 1991, http://p2001.health.org/st02/supp8.htm
Communication: A Simplified Model

Content Relationship

Self-Revelation Appeal

District Health Management Tools, T 3–1–5

Source: Adapted from Lohmeier, Jochen: Facilitation - Approach and Tools for Development
Practitioners, BAOBAB, Berlin, Germany, 2001
Levels of Communication

send
decode

code
understand

and acknowledge

District Health Management Tools, T 3–1–6

Source: Adapted from Lohmeier, Jochen: Facilitation - Approach and Tools for Development
Practitioners, BAOBAB, Berlin, Germany, 2001
 Characteristics of Feedback

Feedback
• is an information for another person

• means getting into contact with another person in

a regulated way

• is an opportunity to know and learn

• is an opportunity to openly express thinking and

feelings

District Health Management Tools, T 3–1–7

 Rules for Giving Feedback

• Speak always about your impression/perception/

feelings, use I- and me-messages

• Use descriptions instead of judgements

• Relate feedback with a concrete situation

– when, what, how, reference

• Be concrete and precise

• Give feedback immediately, in the concrete situation

• State the positive, constructive intention

• Present your point of view

District Health Management Tools, T 3–1–8

 Rules for Receiving Feedback

• Listen to the other person

• Do not justify

• Respect the other person’s point of view

• Say stop, if you have heard enough

Feedback is not the truth:

Choose what you want to take out of it.

District Health Management Tools, T 3–1–9