mohammar r. rawashdeh communication skills ele205 chapter one communication process mohammad r....

Mohammar R. Rawashdeh

Communication SkillsELE205

Chapter OneCommunication Process

Mohammad R. Rawashdeh

Mohammar R. Rawashdeh

Outline

1. Communication definition.

2. Functions of communication.

3. Communication process model.

4. Types of noise.

5. Communication climate.

6. Communication tools.

Mohammar R. Rawashdeh

Why we need Communication?

• We need Communication to deal with people who are important in our life, work with, live with, learn with…

Mohammar R. Rawashdeh

1-Communication definition

Communication means different things to different people. For example: For the supervisor of a job, it is the way of making sure that job is well done.

So, we can define it: The process of receiving and transmitting messages.

Mohammar R. Rawashdeh

1-Communication definition

Communication is shared understanding of:

a) Feeling.

b) Thoughts.

c) Wants.

d) Needs.

e) And intentions of the communicators.

f) Information.

Mohammar R. Rawashdeh

2-Functions of Communication

Why we communicate?

• Practical needs; buying food, securing a job, renting

apartment, health, safely.

• Social; meeting other people, demonstrate ties, friendships,

relationships.

Are social functions important? & What are

the symptoms of failure of social

functions?

Mohammar R. Rawashdeh

2-Functions of Communication

cont. Why we communicate?

c) Decision making; More information we

receive, better decisions we make. We use

information to decide: better job, who to

marry, where to live, wear a coat or T-shirt.

Mohammar R. Rawashdeh

2-Functions of Communication

cont. Why we communicate?

d) Personal growth; intellectual, emotional, social &

psychological growth. Through self expression and

feedback from others. Feel appreciated and successful,

obtain new information, increase awareness, new

challenges & experiences….So, we grow as people

Mohammar R. Rawashdeh

3- Communication Process Model

Mohammar R. Rawashdeh

3- Communication Process Model

• 1-Sender & receiver: we can be considered as transceivers. (both sending & receiving messages simultaneously.

• 2- Encoding: senders originate a communication message. An idea comes into mind, and an attempt is made to put this thought into symbols the receiver will understand. Changing thoughts into symbols.

Mohammar R. Rawashdeh

3- Communication Process Model

• 3-Decoding: The receiver who is the distention of the communication message must assign meaning to the symbols so they can be understood.

• Encoding & decoding are unique for each person.

Mohammar R. Rawashdeh

3- Communication Process Model

• 4- Message: is the idea, thought, feeling, opinion, to be communicated. The messages can be clear (direct) or unclear.

• 5-Channel: The line through which the message travels from sender to receiver, such like: face to face, messages are carried by sound and light waves. Now, technology takes place: email, SMS, voicemail.

Mohammar R. Rawashdeh

3- Communication Process Model

• 6-Feedback: receiver’s response to the heard, seen or understood message. How the receiver feels about the message &/or sender

• 7-Noise:any interference that prevents shared understanding.

Mohammar R. Rawashdeh

3- Communication Process Model

• 8- Context: can be divided into: I. Social: deals with the relation between sender &

receiver. With who you communicate with: boss, friend, father, son, leader, slave.

II. Physical: will dictate what you say and how you say it, in class, home, coffee shop.

Mohammar R. Rawashdeh

4- Types of Noise

1) Internal Noise: the dialogues which occur inside our heads.

2) External Noise: noise in the environment.

3) Semantic Noise: occurs when sender and receiver have different meaning of words.

Mohammar R. Rawashdeh

Internal Noise: (inside our head)

Internal Noise includes:

a) Attitudes.

b) Beliefs.

c) Feeling.

d) Opinions that influence our ability

to send and receive messages.

e) Self concepts, how we feel, how we expect, daydreaming, preoccupation with personal problems are all forms of internal noise.

Mohammar R. Rawashdeh

2) External Noise

•External noise deal with environment noise like other voices, buzzing of machines and so on.

•It most affects personal inter-communications.

•This type of noise is more obvious than internal noise and is easier to cope with.

Mohammar R. Rawashdeh

3) Semantic Noise

• Occurs when sender and receiver have different meaning of words.

•Semantic noise often occurs when technicians and lay people talk together.

Mohammar R. Rawashdeh

How to overcome noise??

1) Internal noise: being aware of topics and words that you reeling.

2) External noise: turn off noise sources.

3) Semantic Noise: take aware that people may have different meaning of some words.

Mohammar R. Rawashdeh

Outline

1. Communication definition.

2. Functions of communication.

3. Communication process model.

4. Types of noise.

5. Communication climate.

6. Communication tools.

Mohammar R. Rawashdeh

Communication climate is:

Communication climate is the environment in which communication either bloom or decay depending on the sum of elements (and their variations):

a)Sender.

b)Receiver.

c)Channel.

d)Method of communication.

e)Objective of communication and others.

Mohammar R. Rawashdeh

Communication climate

•Good communication dose not just happen.

•Effective communication happens

when the people involved work to

create a climate of openness, honest

And respect.

Mohammar R. Rawashdeh

Communication climate

Effective communication happens when people act

to minimize break downs that are likely to occur.

Also, when they involved work to create a climate

of openness, honest and respect..

Mohammar R. Rawashdeh

Communication climate

Awareness of the following principles may

prevent some breakdowns:

1)We are always communicating: Intend or not,

we spend more than

75% of our total time

communicating.

Mohammar R. Rawashdeh

Communication climate

2) The message sent is not necessarily the same

message received:

Some expert claim that

50% of our communication

is misunderstood.

Mohammar R. Rawashdeh

Communication climate

3) A part of message is who sends it: For example if we hear

the message “I hate you” the meaning of message change if it

were said by a stranger, friend or enemy or child or wife…

Example: try to understand if your manager, enemy or stranger, says:

‘I love you’…!!

Mohammar R. Rawashdeh

Communication climate

4) The meaning of words are inside of us: words do

not mean people attach meaning to words.

5) Communication is learned:

In general, communication is “culture bound” thus we

can learn new and better ways of communication (

language, gesture, culture) in which we are raised

Mohammar R. Rawashdeh

Communication Tools is:

A series of guidelines & skills for improving our interactions with

others & assist effective communication.

1)Overcoming barriers ( such like noise)

2)Giving and getting feedback

3)Recognizing and limiting overload

4)Improving relations

5)Remaining sensitive to organization structure

Mohammar R. Rawashdeh

Communication Tools

1)Overcoming barriers:

a)Gossip: unsubstantiated, unproven, incorrect or unconfirmed rumor.

Messages become distorted as they move from person to person poor

communication.

To overcome gossip:

1- Check facts by face- face with the

people directly involved.

2- Don’t pass any message on.

Mohammar R. Rawashdeh

Communication Tools

1)Overcoming barriers:

b) Gaps: occur because people are different in gender, age,

position, cultural…

•Can be overcome by assuming that all people in a one group

have a certain stereotype.

•We must questioning these stereotypes and focus our

communication on individuals not on representative members

Mohammar R. Rawashdeh

Communication Tools

1)Overcoming barriers:

c) Loss of emotional control: is inability to control

emotions, for example:-Skillful persuader.

-Disagreeable or offensive topics.

We can overcome by:

- being aware of phrases , terms or topics that may create an emotional response.

- Recognizing that people have different views of the world

Mohammar R. Rawashdeh

Communication Tools

1)Overcoming barriers:

d) Defensiveness: tendency to misinterpret comments, like personal attack.

E.g. lost equipment.

It can be minimized by developing an accurate self-concept by checking

possible interpretations with speakers and by sharing feeling and thoughts

honestly.

e) In addition to the three types of noises we talk about earlier.

Mohammar R. Rawashdeh

Outline

1. Communication definition.

2. Functions of communication.

3. Communication process model.

4. Types of noise.

5. Communication climate.

6. Communication tools.

Mohammar R. Rawashdeh

Communication Tools is:

A series of guidelines and skills for improving our interactions

with others:

1)Overcoming barriers

2)Having and getting feedback

3)Recognizing and limiting overload

4)Improving relations

5)And remaining sensitive to organization structure

Mohammar R. Rawashdeh

Communication Tools

2) Having and getting feedback: objective is to for increased

understanding.

• The source of difficulty come from how we receive message and how

we provide feedback.

• Make your feedback have the impact, it deserves by the manner and

approach you use to deliver feedback.

Mohammar R. Rawashdeh

Communication Tools

2) Having and getting feedback

Sender/ Receiver

Receiver/ Sender

Get feedback

Give feedback

Mohammar R. Rawashdeh

Communication Tools2) Having and getting feedback:

a)giving feedback strategies :

i. Make the feedback appropriate. Chose the time, the type, place, .. upon the sender request &

when it is necessary to clarify the message

ii. Make the feedback specific.

iii. Make the feedback positive especially when it contains constructions criticism. Use positive

feedbacks before & after negative ones. Do not make negative feedbacks in front of others.

Mohammar R. Rawashdeh

Communication Tools

2) Having and getting feedback:

b) receiving feedback:

•Ask for feedback then receive it openly.

•Acknowledge the feedback, and thank the receiver.

•Consider the feedback received. Be open suggestions, opinions& concerns the

receiver may share with you. (improve your decision & make the listener feel values.

Mohammar R. Rawashdeh

Communication Tools

3) Recognizing and limiting information overload:

•information overload occurs when you become burdened and

overwhelmed by too much paper-based, electronic and verbal information.

•Information overload can lead to reduced productivity, added stress,

difficulty of making decisions, and decreased attention span and memory.I

.

Mohammar R. Rawashdeh

Communication Tools3) Recognizing and limiting information overload:

To combat this overload, it is essential to adopt effective strategies for managing information:

•Recognize overloads in others (acknowledge your awareness of their overload & ask for more

time to meet).

•Recognize overloads in self (ask for help, let others know you are busy).

•Limit overload situations (arrange & schedule your communication in a realistic time frame).

Mohammar R. Rawashdeh

Communication Tools4) Improving relations:

a)Positive regard: accept other people for who they are as human beings regardless f

their money, power, color, …

b)Empathy: develop an interest of others. Put yourself in their shoes

c)Openness: share your own true feeling , thoughts & experience.

d)Trust:

•Task trust ( handing out paper work within the dead line)

•Interpersonal trust ( keeping secrets, defending people who unfairly criticized)

Mohammar R. Rawashdeh

Communication Tools

5) Remaining sensitive to organization structure:

a)Formal networks:

•Are those established by management and are often represented in organization charts.

•these networks identify a chain of command provide a feedback system and regulate

the kind of communication.

• You must know your responsibilities which involve sending and receiving

information through the proper channels in a specific chain.

Mohammar R. Rawashdeh

Communication Tools

5) Remaining sensitive to organization structure:

a)Formal networks:

• The greatest advantage is the structure they provide for getting the work done,

however communication flow may be slow, cumbersome and

impersonal.

•Such networks could save the

•company time and money .

Mohammar R. Rawashdeh

Communication Tools

5) Remaining sensitive to organization structure

b) informal networks :

Develop as the result of employee friendships, common interests and

proximity workers have to one another outside of the chain.

Mohammar R. Rawashdeh

Communication Tools

5) Remaining sensitive to organization structure

b) informal networks :

•They build morale and establish rapport by providing face-to-face contact,

immediate feedback, and additional information.

•They may generate inaccurate or incomplete information, gossip, or cause

resentment among workers who are not a part of the network.

Mohammar R. Rawashdeh

Communication Tools

5) Remaining sensitive to organization structure

In summery:

Sensitivity to organizational structure requires that you

understand informal and formal networks and keep in mind the

advantages and disadvantages of both

Mohammar R. Rawashdeh

Conclusion:

1. Communication is a process that satisfies basic human needs.

2. In order to communicate effectively we need to understand the

elements, principles, and barriers that influence this process.

3. Also we need to develop strategies that will promote understanding

Mohammar R. Rawashdeh

End of chapter 1Any Question?