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Communication Skills Transparency List

Objectives.......................................................................................................................................................2

FOUR KEY CONCEPTS OF COMMUNICATION....................................................................................3

INFORMING VS COMMUNICATING.......................................................................................................4

FILTERS AFFECTING COMMUNICATION AND WHAT TO DO ABOUT THEM..............................5

FUN ACTIVITYBrevity Is the Soul of Wit..............................................................................................................................8

MOTIVATION............................................................................................................................................10

MOTIVATIONAL FORCES.......................................................................................................................11

INTERNAL Vs EXTERNAL......................................................................................................................11

VERBAL COMMUNICATION

Ego States and Communication...................................................................................................................12

NONVERBAL SIGNALS...........................................................................................................................13

PERSONAL SPACE....................................................................................................................................14

ASSOCIATION APPROXIMATION.........................................................................................................15

GESTURES AND POSTURES...................................................................................................................16

PALM POWER............................................................................................................................................17

PALM POSITIONS ILLUSTRATED:........................................................................................................18

HANDS AND ARMS..................................................................................................................................20

ARM BARIERS...........................................................................................................................................24

LEG BARRIERS.........................................................................................................................................26

CHAIR STRADDLING...............................................................................................................................26

CHEEK, CHIN AND HEAD.......................................................................................................................28

FACIAL EXPRESSIONS............................................................................................................................33

Heartland Information Services

MT1 Training: Communication Skills1



Objectives

Upon completion of this module, you shouldunderstand:

• Four key concepts of communication.

• The difference between communicating and

informing.

• Filters affecting communication and what to do

about them.

• The source of motivation how to stimulate it.

• Verbal and nonverbal modes of

communication.



Communication Skills



FOUR KEY CONCEPTS OF

COMMUNICATION

1.

Communication is not necessarily talking. It is

always a team effort between listener and

speaker.

2.

Communication is separate from information.

3.

Communication is non-repeatable.

4.

We should consider the total message wheneverwe speak.





INFORMING VS

COMMUNICATING

• INFORMING

1. Informing is the content

2. One-way

3. Best for presenting lots of facts and/or

instructions

• COMMUNICATING

4. Communication is an act

5. Two-way

6. Feedback is necessary

7. Best for motivating others to perform





FILTERS AFFECTING

COMMUNICATION AND

WHAT TO DO ABOUT THEM

• DISTORTIONS:

Can occur at any point during the communication cycle and increases

with increasingly complex message.

WHAT TO DO:

8. Create feedback systems

9. Keep the message simple

10. Repeat key points frequently

• SHORT ATTENTION SPAN:

Average person’s attention span lasts form a few seconds to several

minutes, after which thoughts begin to wander.

WHAT TO DO:

11. Encourage two-way exchange





• FATIGUE:

12. Most people fade just after lunch and/or at

the end of the day.

WHAT TO DO:

13. Schedule activities and interaction for early

in the day

• PERCEPTION:

14. Faulty decoding and/or interpretation of the

message.

WHAT TO DO:

15. Keep the message simple

16. Paraphrase your point often

17. Use feedback techniques





• NO MOTIVATION:

18. Little basic desire to hear the message in the

first place.

WHAT TO DO:

19. Uncover the cause

20. Use feedback

• LACK OF COMPREHENSION:

21. Too much material covered in too short a

time; material not clearly laid out; material too

complex for the audience.

WHAT TO DO:22. Plan your communication in advance

23. Don’t lecture. “inform” your audience

24. Be precise, concise and clear

25. Keep your message simple

26. Structure it logically





FUN ACTIVITY

Brevity Is the Soul of Wit

WHATA way to demonstrate that effective writing is clear and concise, and should not

use needlessly large words or long-winded sentences.

HANDOUT FOR FUN ACTIVITY

A. “A popular method of piecing textiles and other fabrics,both synthetic and natural, together completed within the

boundaries of temporal divisions of the day will ultimately

preserve an amount that is one under ten.”

B. “A daily ritual of consuming, for a meal, the fruit which is

central to the tale of Adam and Eve in the creation story,

will be an effective way to keep the healer from approaching

one’s person or dwelling place.”

C. “It is most unwise and highly inadvisable to engage in a

census of the offspring of one’s hen prior to he actualtermination of embryonic stage and the actual removal of

the shell of the young organism’s embryonic shell.”





MOTIVATION

• “Motivation”: factors that arouse or initiate an

internal drive to accomplish a particular goal.

• Motivation is a behavioral cycle that develops in

the following manner:

27. Feeling a strong need

28. Building up internal tension

29. Establish a goal to relieve the tension

30. Establish supportive behavioral activities31. Satisfying the need





MOTIVATIONAL FORCES

INTERNAL Vs EXTERNAL

• INTERNAL

32. Desire for feeling of accomplishment

bolstered by:

- Enriching jobs

- Congruence between personal ideas andcompany projects

• EXTERNAL:

33. Positive corporate reinforcement

34. Money

35. Benefits

36. Incentives





VERBAL COMMUNICATIONEgo States and Communication

• PARENT

37. One way communication:

- Dictatorial and critical

• ADULT

38. Two-way communication:

- Receptive and nonjudgmental

•

CHILD39. Two-way communication:

- Dependent and submissive





NONVERBAL SIGNALS

• 5 times the impact power of verbal signals

• Overrides the verbal message

• Message impact (as per Albert Mehrabian’s

research)

40. 7% verbal (words only)

41. 38% vocal (tone of voice, inflection)

42. 55% non-verbal

• The higher the socioeconomic status the less the

gesticulation and body movement





PERSONAL SPACE

INTIMATE ZONE:

6-8 Inches

Reserved for people who have right to be that close to us.

PERSONAL ZONE:

1.5 TO 4 feetNormally maintained between two friends in conversation.

SOCIAL ZONE:

4 TO 12 feet

“Stand back so I can see you”

“Keep him at arm’s length”

In business, the prime protector of the social space is a desk.

PUBLIC ZONE:

Over 12 feet

Usually reserved for people who we don’t care to notice or interact with.





ASSOCIATION APPROXIMATION

X X X

X

X X O X

X



Cooperation Conversation

Competition Non-Communication



GESTURES AND POSTURES

• Correlation:

43. Attitude and body postures

44. Getting a person to change postures is oftensufficient to cause a change in attitude

• Language of the body

45. Palms

46. Hands and arms

47. Legs and ankles

48. Cheek, chin, and head

49. Clothing or furniture





PALM POSITIONS ILLUSTRATED:

PALM POSITIONS

SUBMISSIVE DOMINANT AGGRESSIVE





PALM POSITIONS

“LET ME BE COMPLETELY OPEN WITH YOU”_





HANDS AND ARMS

• DRUMMING FINGERS

55. Impatience, pace too slow

• RUBBING PALMS TOGETHER

56. Positive expectations

57. Speed

- Slow indicates personal deviousness

- Fast means other benefits

• HANDS CLENCHED TOGETHER

58. Frustration, negative attitude

• HIGH YIELD

59. Very negative, person may be difficult to

handle





60. Action-unlock the person’s fingers or expose

the palms and the front of the body





ARM BARIERS

Arms folded firmly across the chest is a strong indication

that the person feels threatened, is nervous, or has anegative or defensive attitude.

68. Means less attention is being paid to what

you are saying

69. A person with folded arms will retain 37%

less than an individual with unfolded arms

• VARIATIONS:

70. Folded arms together with clenched fists:hostile and defensive

71. Folded arms with hands gripping the arms:negative restraint

72. Folded arms with both thumbs pointing

upwards:self confidence plus self-protection

73. A partial arm barrier:

the person is a stranger or lacks self-confidenceHeartland Information Services




ARM POSITIONS

Self Protective Superiority Attitude_





LEG BARRIERS

74. Less negative than crossed arms

75. Both arms and legs crossed indicatesdispleasure and withdrawal

76. “American” leg lock: an argumentative or

competitive person

77. Combined with hands clamping the locked

leg: a tough-minded and stubborn person (may

require special handling)

78. Ankle locks also suggest negative or

defensive attitudes

79. Tapping feet show impatience

CHAIR STRADDLING

80. Indicates a desire for dominance, urge to take

control

81. To disarm straddlers:

- Stand or sit behind them

- Speak while standing above them and move into

their personal territory





LEG POSITIONS





CHEEK, CHIN AND HEAD

•

CHEEK AND CHIN:

82. Closed hand resting on the cheek; evaluation

83. Heel of the palm supporting the head; losing

interest but wants to look interested

84. Index finger pointing up the cheek plus

thumb supporting the chin; negative or critical

thoughts

85. Chin stroking; making a decision

86. Hand supporting the head outright; boredom

• BOTH HANDS BEHIND HEAD:

87. Especially irritating when someone else does

it

88. Indicates self-satisfaction,, cockiness

89. Also a territorial sign90. To defuse this gesture, imitate it





CHIN, CHEEK AND HEAD

BOREDOM






INTERESTED EVALUATION






“Maybe someday you’ll be as smart as I am”





FACIAL EXPRESSIONS

•

WITHHOLDERS

91. Display little or no emotion

92. May only experience emotion at a relatively

low level

• REVEALERS

93. Display a wide range of emotions vividly

94. Feel emotions at a relatively deep level

• UNWITTING EXPRESSORS

95. Display feeling without realizing it, even

when they try to hide them

96. Wonder how others can read them so well





103. Usually followed-up with a more appropriate

emotion

• FLOODED-EMOTION EXPRESSORS

104. Display one emotion characteristic of them in

all circumstances

105. Often mixed with another emotion more

appropriate to the situation

106. May characteristically display annoyance,

and thus when they feel surprised, they express

both annoyance and surprise

Facial expressions do not always

accurately reflect

what a person is feeling

or trying to express.

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