Learning to CommunicateLearning to Communicate

Chapter 1, Lesson 1

Chapter OverviewChapter Overview

1. Learning to Communicate

2. Learning to Listen

3. Learning to Think Critically

Chapter 1, Lesson 1

• How does the communication process work?

• What are encoding and decoding?

• What are communication cues?

• What are barriers to effective communication?

• Why is feedback important?

• What are some steps to improve communication?

Lesson Overview

Chapter 1, Lesson 1

Quick WriteQuick Write

Have you ever been in a situation where you thought that someone just wasn’t listening to you?

What happened?

How did you think and feel?

What did you do?

Write a few sentences to describe your reaction.

Chapter 1, Lesson 1

Communication ProcessCommunication Process

The Communication ProcessFrom Hersey, P., Blanchard, K. H., & Johnson, D. E. (2001). Management of Organizational Behavior:Leading Human Resources. Eighth Edition. Upper Saddle River, NJ: Prentice-Hall, Inc., p. 301.

Chapter 1, Lesson 1

• EncodingEncoding turns a message into symbols that

have meaning for the receiver

• ChannelingChanneling puts an encoded message into

medium of delivery

• DecodingDecoding translates the encoded message into

meaning for you, the receiver

Encoding, Channeling, Decoding

Chapter 1, Lesson 1

Encoding and DecodingEncoding and Decoding

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Chapter 1, Lesson 1

Communication CuesCommunication Cues

• Signals that accompany sender’s verbal message• Nonverbal communicationNonverbal communication• CuesCues may include:

– gestures

– facial expressions

– eye behavior

– movement

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What communication cue is What communication cue is expressed here?expressed here?

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Barriers to CommunicationBarriers to Communication

NOISENOISE• ExternalExternal

Background noises, television turned on, other people, telephone ringing

• Internal Internal Daydreaming, fidgeting, hunger, sleepiness, anxiety

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Feedback Feedback

• FeedbackFeedback is the receiver’s response to the sender’s message

• Feedback can be positive or negative• Feedback can indicate that your receiver got the

message and whether it was understood• Feedback may indicate that the receiver needs

more information or clarification

Chapter 1, Lesson 1

Importance of FeedbackImportance of Feedback

Feedback closes the communication loopFeedback closes the communication loop

SENDERRECEIVER

MESSAGE

FEEDBACK

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Chapter 1, Lesson 1

Improving CommunicationImproving Communication

• Focus your messagePlan what to say; know your goals and audience

• Magnify the listener’s attentionMake the message relevant to the receiver’s point of view

• Penetrate barriersUse specific and concrete language

• Listen activelyListen to understand meaning; hearing isn’t enough

Chapter 1, Lesson 1

ReviewReview

• Communication—creation and sending of information, from one person to another

• The communication process involves senders, receivers, encoding, channeling, decoding, and feedback

• Feedback helps the sender know if the receiver got the message correctly

• Communication cues are nonverbal signals that add to the message

Chapter 1, Lesson 1

ReviewReview

• Noise is anything that interferes with communication• Noise can be internal, in which the receiver distracts him or

herself• Noise can also be external, in which outside distractions and

noises interfere• Therefore, feedback is critical to ensure that noise has not

interfered with the message and that the receiver accurately interpreted the sender’s meaning

• Feedback closes the communication loop, or process

Chapter 1, Lesson 1

ReviewReview

•Focusing the message

•Magnifying the listener’s attention

•Penetrating barriers

•Active listening

The Steps to Improve Communication

Chapter 1, Lesson 1

SummarySummary

• How does the communication process work?

• What are encoding and decoding?

• What are communication cues?

• What are barriers to effective communication?

• Why is feedback important?

• What are some steps to improve communication?

Chapter 1, Lesson 1

NextNext

• Done—the process of communication

• Next—how to be an effective listener

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