communication skills, an art to live with

Communication skillsA science to live with

An Art to share with

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Shared and presented by

•Dr. Tamer elmoghazy

• https://www.linkedin.com/pub/tamer-elmoghazy

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Kindly …..

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Simple question:

•What if we failed to communicate effectively?

• D:\own\movies\videos\A Failure to Communicate.mp4communication skills 4

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agenda• Definition(S)

• Why !?

• Components.

• Barriers !

• Types of communication.

• Methods of communication.

• tips

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Definition of Communication

from Latin "communis", meaning to share

it is the activity of conveying information through the exchange of :

• thoughts

• messages

• or information.

as by speech, visuals, signals, writing, or behavior.

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Communication• Any act by which one person gives to or receives

from another person information about that person's needs, desires, perceptions, knowledge, or affective states.

• Communication may be intentional or unintentional, may involve conventional or unconventional signals, may take linguistic or nonlinguistic forms, and may occur through spoken or other modes .“

(National Joint Committee for the Communicative Needs of Persons with Severe Disabilities, 1992, p. 2 )

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Communication

• Is a dynamic process that one person affects the other either directly or indirectly.

• Is a social process to interact with the others to achieve a common GOAL.

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Why do we communicate ?

• To transmit ideas.

• To transmit concepts.

• Create a social media.

• Achieve a common goal.

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Components of communication process

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عملية اإلتصال

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• Sender: the side that needs to transmit a message.

• The message: a group of ideas or information that needs to be transmitted.

• Meduim: the way the sender will utilize to transmit the message.

• Recepient: the side that recieves the message.

• Feedback: the response or the recepient , indicating how much he understood the message and its impact on him.

• Barriers: the factors that reduce the accuracy of communication or hinders it.

• D:\own\movies\videos\funny communication skills.mp4

Components of communication process

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Communication barriers

• Personal.

• Media or channels.

• Language and wording.

• Non-verbal communication.

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Barriers of communication

• Language Barriers.

• Clarity and accuracy.

• Means used and methods applied.

• Misunderstanding.

• Too many messages.

• Lack of interest.

• Bias.

• Bad timing.

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Types of communication

• People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent.

• Choice of communication channel and your style of communicating also affects communication.

• So, there are variety of types of communication.

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Types of communication

according to the language used

• Verbal Communication.

• Nonverbal Communication.

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1- Verbal Communication• Verbal communication refers to the the form of communication in

which message is transmitted verbally; communication is done by word of mouth and a piece of writing. Objective of every communication is to have people understand what we are trying to convey.

• In verbal communication remember the acronym (KISS( keep it short and simple.

• So in order to deliver the right message, you must put yourself on the other side of the table and think from your receiver’s point of view. Would he understand the message? how it would sound on the other side of the table?

•

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Verbal Communication is further divided into:

A. Oral Communication.

B. Written Communication.

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A - Oral communication• Oral communication implies communication through mouth.

• It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication.

• Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required.

• Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust .

• Voice modulation and pauses in speech are very important.

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Advantages of Oral communication are:

• It brings feedback.

• in a face-to-face conversation , by reading facial expression and body language one can guess whether he/she should trust what’s being said or not .

Disadvantage of oral communication•In face-to-face discussion, user is unable to deeply think about

what he is delivering .

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B - Written Communication

• In written communication, written signs or symbols are used to communicate.

• A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc.

• Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used.

• Reports , surveys , CVs. etc.

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Advantages of written communication includes:

• Messages can be edited and revised many time before it is actually sent.

• written communication provide record for every message sent and can be saved for later study.

• A written message enables receiver to fully understand it and send appropriate feedback .

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Disadvantages of written communication includes :

• Unlike oral communication, Written communication doesn’t bring instant feedback.

• It take more time in composing a written message as compared to word-of-mouth. and number of people struggles for writing ability .

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2- Non-verbal Communication• Nonverbal communication is the sending or receiving of

wordless messages.

• We can say that communication other than oral and written.

• Such as gesture ,body language,posture ,tone of voice or facial expressions.

• Nonverbal communication is all about the body language of speaker.

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2- Non-verbal Communication• Nonverbal communication helps receiver in

interpreting the message received.

• Often, nonverbal signals reflects the situation more accurately than verbal messages.

• Sometimes nonverbal response contradicts verbal communication and hence affect the effectiveness of message

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2- Non-verbal Communication It has 3 important elements :

• AppearanceSpeaker: clothing, hairstyle, neatness, use of cosmeticsSurrounding: room size, lighting, decorations, furnishings

• Body Languagefacial expressions, gestures, postures

• SoundsVoice Tone, Volume, Speech rate

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What is non-verbal communication?

• touch• glance• eye contact (gaze)• volume• vocals• proximity• gestures• facial expression ? • pause (silence)• dress• posture• smell• word choice• sounds (paralanguage)• D:\own\movies\videos\ .لغة الجسد webm

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Work shop I• 2 teams

• Oral communication

• Written communication

• presentation

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There are two basic categories of non-verbal language :

• nonverbal messages produced by the body.

• nonverbal messages produced by the broad setting (time, space, silence)

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Why is non-verbal communication important?

• It has multiple functions :

– Used to repeat the verbal message (e.g. point in a direction while stating

directions.

– Often used toaccent a verbal message. (e.g. verbal tone indicates the actual

meaning of the specific words.

– Often complement the verbal message but also may contradict. E.g.: a nod reinforces a positive message (among Americans); a “wink” may contradict a stated positive message.

– Maysubstitute for the verbal message (especially if it is blocked by noise, interruption, etc) — i.e. gestures (finger to lips to indicate need for quiet), facial expressions (i.e. a nod instead of a yes.

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• Smiling.

• Frowning (111).

• Astonishment.

• Seriousness.

• Assertive.

1.Facial gestures :

• Crossed arms.• Giving someone the finger.• Legs shaking.• Sitting upright.• Fingers shaking.• Body waving.• Nodding.

2. Body language:

• Grooming.

• Dressing.

• Hygiene.

• Coordination.

• Matching.

3. Appearance :

• Voice modulation.

• Voice tone.

• Pitch.

• Velocity.

• Clarity.

4. Voice

• Preserves attention.

• Shows concentration.

• Sometimes and in some cultures it is not preferable.

• Tool of feedback.

5. Eye contact

• Forwards and backwards movement of hand : initiativety.

• Vertical (up and down ): while handshaking shows that the person is expressive.

• Side movement : good listener and good conveyer of info.

Analysis of some famous movements

• strong eye contact shows being frank and denotes self confidence.

• While looking down shows modesty .

• Hazy eyes shows tiredness or seeking an answer.

• Blinking : shyness or hesitation.

Eye movement

• Leaning or remoting means how close you are to the other person

• Everyone has a private zone that surrounds him and it widens as far as the person’s social position gets higher.

• Leaning on your speaker means intimityor insult.

• The parameter is the accompanying body language .

Leaning or remoting

• It complements the speech content like pitch, tone, rate.

• It shows clearly what you mean and helps the recipient to understand your message.

• The speaker or the sender should care for his voice tone , speech velocity etc.

Way of speaking

• It is an important means of communication.

• Used to make pauses of silence to create a space of interest or tension.

• May be used as a space between message parts.

• May show admiring or not.

• Also it complements with other body language items.

Silence !!!

• These things transmit tension to the recipients.

• As it shows the tension of the sender or the speaker.

Not to do(s)

• Key medals.

• Coins.

• Frowning.

• Lip licking.

• Hair dressing.

• Hands in the pockets.

• Index finger pointing

Not to do(s)

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Cultural Differences in Non-verbal Communication

1-General Appearance and Dress:

• All cultures are concerned for how they look and make judgements based on looks and dress.

• Americans, for instance, appear almost obsessed with dress and personal attractiveness.

• Consider differing cultural standards on what is attractive in dress and on what constitutes modesty.

• Note ways dress is used as a sign of status.

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2 - Body Movement:

• We send information on attitude toward person (facing or leaning towards another), emotional statue (tapping fingers, jiggling coins), and desire to control the environment (moving towards or away from a person.

• More than 700,000 possible motions we can make — so impossible to categorize them all!

• But just need to be aware the body movement and position is a key ingredient in sending messages .

Cultural Differences in Non-verbal Communication

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3- Posture:

Consider the following actions and note cultural differences:

– Bowing (not done, criticized, or affected in US; shows rank in Japan.

– Slouching (rude in most Northern European areas.

– Hands in pocket (disrespectful in Turkey.

– Sitting with legs crossed (offensive in Ghana, Turkey.

– Showing soles of feet. (Offensive in Thailand, Saudi Arabia.

– Even in US, there is a gender difference on acceptable posture.

•

Cultural Differences in Non-verbal Communication

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4 - Gestures:

• Impossible to catalog them all. But need to recognize:

1) incredible possibility and variety and 2) that an acceptable in one’s own culture may be offensive in another.

In addition, amount of gesturing varies from culture to culture. Some cultures are animated; other restrained. Restrained cultures often feel animated cultures lack manners and overall restraint. Animated cultures often feel restrained cultures lack emotion or interest.

• Even simple things like using hands to point and count differ.

• Pointing : US with index finger; Germany with little finger; Japanese with entire hand (in fact most Asians consider pointing with index finger to be rude.

Cultural Differences in Non-verbal Communication

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5 - Facial Expressions:

While some say that facial expressions are identical, meaning attached to them differs. Majority opinion is that these do have similar meanings world-wide with respect to smiling, crying, or showing anger, sorrow, or disgust. However, the intensity varies from culture to culture. Note the following:

– Many Asian cultures suppress facial expression as much as possible.

– Many Mediterranean (Latino / Arabic) cultures exaggerate grief or sadness while most American men hide grief or sorrow.

– Some see “animated” expressions as a sign of a lack of control.

– Too much smiling is viewed in as a sign of shallowness.

– Women smile more than men.

Cultural Differences in Non-verbal Communication

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6 - Eye Contact and Gaze:

In USA, eye contact indicates: degree of attention or interest, influences attitude change or persuasion, regulates interaction, communicates emotion, defines power and status, and has a central role in managing impressions of others.

– Western cultures — see direct eye to eye contact as positive (advise children to look a person in the eyes). But within USA, African-Americans use more eye contact when talking and less when listening with reverse true for Anglo Americans. This is a possible cause for some sense of unease between races in US. A prolonged gaze is often seen as a sign of sexual interest.

– Arabic cultures make prolonged eye-contact. — believe it shows interest and helps them understand truthfulness of the other person. (A person who doesn’t reciprocate is seen as untrustworthy.

– Japan, Africa, Latin American, Caribbean — avoid eye contact to show respect.

Cultural Differences in Non-verbal Communication

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7- Touch:Question: Why do we touch, where do we touch, and what meanings do we assign

when someone else touches us.• Touch is culturally determined! But each culture has a clear concept of what parts of

the body one may not touch.• Basic message of touch is to affect or control — protect, support, disapprove (i.e.

hug, kiss, hit, kick).

– USA — handshake is common (even for strangers), hugs, kisses for those of opposite gender or of family (usually) on an increasingly more intimate basis. Note differences between African-Americans and Anglos in USA. Most African Americans touch on greeting but are annoyed if touched on the head (good boy, good girl overtones).

– Islamic and Hindu: typically don’t touch with the left hand. To do so is a social insult. Left hand is for toilet functions. Mannerly in India to break your bread only with your right hand (sometimes difficult for non-Indians)

– Islamic cultures generally don’t approve of any touching between genders (even hand shakes). But consider such touching (including hand holding, hugs) between same-sex to be appropriate.

– Many Asians don’t touch the head (Head houses the soul and a touch puts it in jeopardy).

Cultural Differences in Non-verbal Communication

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8 - Smell :

– USA — fear of offensive natural smells (billion dollar industry to mask objectionable odors with what is perceived to be pleasant ) — again connected with “attractiveness”concept.

– Many other cultures consider natural body odors as normal (Arabic).

– Asian cultures (Filipino, Malay, Indonesian, Thai, Indian) stress frequent bathing — and often criticize USA of not bathing often enough!

Cultural Differences in Non-verbal Communication

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9- Paralanguage :

– vocal characterizers (laugh, cry, yell, whine, yawn). These send different messages in different cultures (Japan —giggling indicates embarrassment; India – belch indicates satisfaction)

– vocal qualifiers (volume, pitch, rhythm, tempo, and tone).

– vocal segregates (un-huh, shh, uh, ooh, mmmh, humm, eh, mah, lah). Segregates indicate formality, acceptance, assent, uncertainty.

•

Cultural Differences in Non-verbal Communication

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• Interpersonal communication (2 way)

• mass communication (group)

• Public communication (hundreds)

• Mediated communication (broadcasted)

Types of communication

according to audience

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And we can sure add another one

Talking

to

Ourselves

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Interpersonal communication

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Group presentation

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Public speaking

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Mediated communication

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So !

• It is an interactive process.

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Methods of communication

• Reports.

• Instructions.

• Surveys.

• Dashboards.

• Videos.

• Lectures.

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Revolution of communication

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Methods of communication

• cinema

• Tv

• Magazines

• Training courses

• E-communication

• Mobile communication

• Interpersonal communication

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Workshop II

• 2 teams.

• Old Methods of communication.

• Modern methods of communication.

• Presentation.

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presentation

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Humor and fun• Provokes happiness.

• Releases imagination.

• Alleviates stress.

• Attracks attention.

• But be careful !

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Open discussion

& questions

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Final tips

• Taking responsibility for one’s message.

• Prepare to listen.

• Encourage the speaker to speak more.

• Be open minded.

• Acknowledge differences.

• Asses without judging.

• Accept feedback.

• Be assertive.

• Convey your message without commands.

• Actively listen to the others

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Thank you

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