Effective Communication "Think first before passing judgment." Module 4/ Chapter 4 Effective Communication "Think first before passing judgment."

CHAPTER 4 OUTLINE What is Communication? The Communication Process Assertiveness Behavioral Styles How the Personal Profile Contributes to Stress Reduction Summary Points

Communication 70 percent of daily time is spent: Reading, writing, speaking & listening Two aspects: Transference of a concept Understanding of meaning Stress related to communication is tied in VARYING INTERPRETATIONS

Communication Process Berlo’s SMCR Model: S = Sender M = Message C = Channel R = Receiver The first step is that the sender initiates communication by encoding the message

Basic Terms…1 Awareness: Becoming conscious about an action, object, person or situation Information: Gathering facts related to an action, object, person or situation Knowledge: Learning facts & gaining insights related to an action, object, person or situation Skills: Learning how to perform an action or change a situation

Basic Terms …2 Beliefs: Statements of perceived fact -- Impressions about the world Attitudes: Relatively constant feelings, predispositions, or set of beliefs directed toward an object, person or situation -- Beliefs with an evaluative component Values: Enduring beliefs or systems of beliefs that a specific mode of conduct or end state of behavior is personally or socially preferable

Channels of Communication Verbal Language – content Manner – tone Body Language -- gestures and movements Feelings or Emotions -- inner dialogue Symbolic Communication, e.g. dress, hair style Territory -- personal space Behavior -- actions

Assertiveness Ability to say no when you want to say no without hurting others Three question test: Am I violating someone’s rights? Do others react to me by getting angry or upset? Do I intend to be malicious or do I intend to be fair to all concerned? Different from passive (inaction) and aggressive (angry) behaviors

Assertiveness Techniques Sounding like a “broken record” or repeating one’s point of view Working on compromises Listening to the “free” information people provide about themselves Disclosing information about one’s likes/dislikes Not denying or getting defensive when unduly criticized Acknowledging mistakes Asking through negative inquiries from the person to elaborate on critical remarks

Behavioral Styles D = Dominance: Shapes the environment by overcoming it i = Influencing: Shapes the environment by persuading others S = Steadiness: Works on cooperating with others to accomplish the task C = Conscientiousness: Works cautiously to reduce antagonism in the environment

Thoughts for Reflection Read & reflect with a partner: 4.1 A Bill of Assertive Rights 4.2 Assertive Communication Techniques 4.3 Nine types of Assertive Communication

Skill Building Activities Complete Worksheet 4.1: Communication Assessment Complete Worksheet 4.2: Communication in Various Situations Complete Worksheet 4.3: Assessing Assertive Behavior Complete Worksheet 4.4: Five Steps to Becoming More Assertive Complete Worksheet 4.5: Steps toward Improving Communication via E-mails Complete Worksheet 4.6: Steps toward Reducing Social Media Stress