1. Communication
Ms. Morris

2. 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

3. 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

4. Communication is the skill we need most, but yet is the skill we are the poorest at!!

5. Purpose of Communication
Inform
Influence
Express feelings

6. Forms of Communication
Output-based
speaking and writing
Input-based
listening and reading
Nonverbal
physical behavior of people

7. Components of the Communication Process
Situation
Message
Sender
Channel
Receiver
Feedback
Interference

8. Situation When and where a communication takes place
Occasion and the physical settings are appropriate

9. 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

10. Receiver Perception is Reality! 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

11. Feedback The way the receiver responds to the message
Allows the sender to know if the message was clearly understood

12. Non-verbal Signs Eye Contact Avoid eye contact Leaning Back
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

13. Interference
Anything that hinders the sender from making the message understood
Outside noise
Distracting thoughts

14. Communication Barriers
Language Barriers
Interpersonal Barriers
Situational - Timing Barriers
Organizational Structure and Procedural Barriers

15. Language Barriers Deal with the way our words are understood
Problems arise from words that are…
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

16. 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

17. Interpersonal Barriers
Deal with the differences and personal characteristics of sender and receiver that may hinder communication
Age
Status
Role
Cultural Differences
Different level of communication skills affect the process
Experiences, background, and personalities impact how a message is decoded

18. 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

19. 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

20. Overcoming Communication Barriers
Improve perception
Improve the physical process of communicating
Improve relationships and speaking ethically

21. Improving Communication Skills
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

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. Speaking 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

29. 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

30. 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