Communication I

What is Communication?

It is an interactional process

in which meaning is

stimulated to the sending

and receiving of verbal and

non-verbal messages to

bring about mutual

understanding, feedback

and reaction

Communication Competencies

Listening and Organizing

Giving Clear Information

Getting Unbiased Information

Communicationcould be…

VERBAL

One Way Two Way

NON-VERBAL

Of the total impact of a

message

7% is Verbal

38% is Vocal

55% is Body Language

-Dr. Albert Mehrabian

The Communication Process

Feedback

Sender

Encoding

Transmission

Decoding

Receiving

Understanding

Functions of CommunicationInformationDelegationMotivationExpressionControlCounsellingSelling

Listening and Organizing

Definition

Listening is a process of absorbing words and selecting meanings.

- Bernice Hurst

Definition

Listening refers to your ability to understand, organize and analyze what you are hearing so as to decide what to think and do in response to a message

-Training House Inc

Definition

Organizing involves breaking down and analyzing and rebuilding the complex message for retention

-Training House Inc

Types of Listening

Active-Active listening involves interacting with the speaker, asking questions, summarizing, restating, clarifying, giving, confirming feedback and so on

Passive-Involves no interaction with the speaker e.g. with a radio or TV presentation, in a meeting where we are silent

Types of Active Listening

Empathizing - drawing out the speaker, getting information in a supportive way

Analyzing - seeking concrete information & trying to disentangle fact from emotion

Fact Vs. Opinion

Fact - verifiable by checking hard data that exists independent of the speaker

Opinion - soft data that cannot be verified independent of the speaker

Listening for Understanding

A message comprises the following components

– Vocal – Actual words being said

– Non-Vocal – tone, speed, volume, hesitancy and the body behaviour of the demonstrated sender

Loaded & Neutral Statements

Loaded Statements – Using biasing words in an attempt to influence the listener emotionally

Neutral Statement – A statement free of emotional bias

Barriers to Effective Listening

When what you see or hear only

fulfills your own expectations, when

you have an inflexible mindset

When you are unconsciously

influenced by stereotypical views

We are also influenced by others and

often adopt their opinions without

thinking

Overcoming Barriers to Effective Listening

Keep an open mind about what people say

Checking to make sure you understand the message

Overcoming Barriers to Effective Listening Cont’d

Develop an attitude of wanting to listen

Focus your attention on understanding the other person’s meaning not on formulating your response

Overcoming Barriers to Effective Listening Cont’dShow the speaker that you are listening e.g. through body language

Maintain eye contact-to show interest and observe speaker

Lean forward slightly to communicate concern and to better comprehend the message

Nod your head to indicate understanding Smile when your speaker uses humour

Overcoming Barriers to Effective Listening Cont’d

Allow for pause – don’t feel you have to fill the space with your words while the other person needs time to collect his or her thoughts

Use open-ended questions to open up communication

Use paraphrasing to ensure understanding

Summarize conversation to ensure understanding and provide closure

The Art of Asking Questions

We ask questions to obtain information

Even before we word a question, we anticipate a certain kind of answer and this expectation influences the way we phrase the question

Questioning Techniques

Open questions - opens up a discussion

Closed questions - is specific, must be answered with a yes or no or with desired details

Fact finding - aimed at getting information on a particular subject

Questioning Techniques Cont’d

Follow up - intended to get more information or elicit an opinion

Feedback - aimed at getting a particular type of information

The Art of Asking Questions

SituationsWhen speaker uses unfamiliar

phrase(s) -ask speaker to clarify or elaborate

Sample Questions“Can you elaborate what you

mean by ‘modularized pre-stressed struts’?”

The Art of Asking Questions Cont’d

SituationsWhen a speaker gets into a sensitive

area and has stopped talking – Use encouraging statements without bias

Sample Questions“You say that things had started to

deteriorate with your marriage right around that time?”

The Art of Asking Questions Cont’d

SituationsWhen a speaker is digressing and not

telling you what you want to hear – draw speaker back to issue at hand

Sample Questions“Perhaps I’m mistaken, but weren’t you

going to tell me about next week’s report schedule and the problems you anticipate?”

The Art of Asking Questions Cont’d

SituationsSpeaker has been going round in

circles, saying same thing over and over. You want to move on – Summarize and probe for any additional information

Sample Questions“Let me see if I can summarize. You

said…is there anything else affecting your decision?”

The Art of Asking Questions Cont’d

SituationsSpeaker has not explicitly stated what

you think is behind the words. – Employ the ‘risk technique’ and state what you think is on his/her mind

Sample QuestionsIs this the situation: You feel if you

accept the job of supervisor, your fellow workers will no longer accept you as one of the gang?”

The Art of Asking Questions Cont’d

SituationsThe speaker has just said something

that doesn’t seem to agree with a statement made earlier. – Clarify

Sample Questions“But didn’t you say some minutes ago

that…And now I hear you are saying…aren’t these two statements in conflict?”

Listening Manners

Create an atmosphere where you can listen (close out all external distractions)

Tune out internal distractions

Monitor your body language

Tuning-In Techniques

S

0

F

T

E

N

Smile

Open Posture

Lean Forward

Tone

Eye Contact

Nod

Listening: A Ten Part Skill

Find areas of common interest

Judge content, not delivery

Withhold evaluation

Focus on central ideas

Stick to the issues

Listening: A Ten Part Skill

Show attention

Overcome distractions

Know your own biases

Take inventory

Listen critically

Questions?

Thank You!