Communication
Ms. Morris
Define Communication
• Process of sending and receiving
messages where 2 or more people
achieve understanding of messages
– 7% words
– 38% voice expression
– 55% body gestures
Facts about Communication
75%
• Of the workday is talking and listening
• Of what we hear, we hear wrong
• Of what we hear, we forget within 3 weeks
Communication is the
skill we need most,
but yet is the skill we
are the poorest at!!
Purpose of Communication
• Inform
• Influence
• Express feelings
Forms of Communication
• Output-based
– speaking and writing
• Input-based
– listening and reading
• Nonverbal
– physical behavior of people
Components of the
Communication Process
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Situation
Message
Sender
Channel
Receiver
Feedback
Interference
Situation
• When and where a communication takes
place
• Occasion and the physical settings are
appropriate
Message
• Whatever is intended to be communicated
by one person to another
• It is imperative that the message is Clear
and Precise
• Messages are more effective if they are…
-A reasonable length
-Correct, concise, and interesting
Receiver
• One for whom the
message is intended
• Must decode the
message
• Will have their own
perception of
message based on
their own beliefs and
knowledge
• Right or wrong, the
way it’s perceived is
the way it is, at least
in our own minds
Perception is Reality!
Feedback
• The way the receiver responds to the
message
• Allows the sender to know if the message
was clearly understood
Non-verbal Signs
• Eye Contact
– Receiver is listening
• Avoid eye contact
– Receiver is distracted
• Leaning Back
– Not actively engaged in
process
• Arms Crossed
– Shutting the sender off
• Leaning Forward
– Receiver is engaged in
process
• Nodding
– Receiver is encouraging
more from the sender
Interference
• Anything that hinders the sender from
making the message understood
– Outside noise
– Distracting thoughts
Communication Barriers
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Language Barriers
Interpersonal Barriers
Situational - Timing Barriers
Organizational Structure and Procedural
Barriers
Language Barriers
• Deal with the way our words are understood
• Problems arise from words that are…
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Incorrectly used
Used out of context
Too specialized
Too vague
Too many different meanings
Emotional overtones
Too complex or presented in an illogical or
grammatically incorrect way
Language Barriers
• People may block comments they don’t
want to hear
• A person may have his mind on something
other than what the sender is sending
• Filtering systems can dramatically affect
communications
– If the message must go through several
different people the initial context of the
message may be altered
Interpersonal Barriers
• Deal with the differences and personal
characteristics of sender and receiver that may
hinder communication
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Age
Status
Role
Cultural Differences
• Different level of communication skills affect the
process
• Experiences, background, and personalities
impact how a message is decoded
Situational- Timing Barriers
• Deal with time and place communication
takes place
– The amount of noise in the environment
affects how well we understand and can be
understood
– We need to match our communication style
with the situation
Organizational Structure and
Procedural Barriers
• Deal with how and trough what structure a
message goes from the sender to the
receiver.
– Space or distance between offices can affect
communications
– Policy may not provide adequate means of
communicating
Overcoming Communication
Barriers
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Improve
perception
Improve the
physical process
of communicating
Improve
relationships and
speaking ethically
Improving Communication Skills
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Listening
Poor habits
Lack of concentration
Concentrate too hard
Jump to conclusions
Focusing on the person’s appearance or
the way they speak may distract listeners
Poor Habits
• Try not to:
– Complete the speakers sentences
– Not make eye contact
– Prepare a response to what is being
said rather than listening
– Interrupt
Effective Listening Skills
• Eliminate noise and other distractions
• Be quiet
• Put the speaker at ease by being friendly
and attentive
• Let the speaker know you are interested in
what is being said
Effective Listening Skills
• Take notes
• Listen for main ideas
• Listen to the entire message, even if you
think you object to what is being said
• Notice nonverbal communication, such as
looks of confusion or boredom
• Try to put aside your opinions of the
speaker - focus on the message, not the
person
Improving reading skills
• Concentrate on what you are reading
• Eliminate noise distractions
• Start by reading instructions, sections
headings or summaries first
• At the end of each section or heading, ask
yourself if you understood what was
written – if not, reread
• Look up unfamiliar words in a dictionary
• Become familiar with “jargon” or words
that are common to a specific subject
Improving reading skills
• Read critically and
without prejudice
• Do not assume
everything you read is
true
• Make the reading
mean something to
you
• Utilize graphs, charts
and other visual aids
to simplify what is
written
Guidelines for effective writing
• Know your audience
• Know why your are
writing
• Be knowledgeable
about your subject
• Present your ideas
clearly, in a logical
order
• Be precise
• Stay on the topic
• Use correct grammar
• Use correct style
Speaking
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Speak clearly
Make eye contact with your audience
Use a pleasant tone of voice
Use good grammar and appropriate terminology
Be sure your words are understood
Keep to your subject
Be brief but thorough
Nonverbal Communication
• Study the meanings of body language and
use appropriate gestures
• Be aware of your own nonverbal
communication by having others watch you
while speaking
• Work to convey open, friendly messages
– Smiles
– Erect posture
– Positive nods of the head
Nonverbal Communication
• Nonverbal communication is sometimes
imprecise - Interpret with care!!!
• Be sensitive to the physical environment
• Use appropriate seating arrangements to
match the type of communication
environment you want to convey