1 “ The process by which two or more parties exchange information and share meanings ” Communication

2 Purposes of Communication Influence and Get Action Express Emotions Share Information To achieve the organisation’s and/or your objectives

3 Communication Meetings Conversation Interviews Body Language Presentations Telephone Reports Posters Letters Gossip Memos Leaflets Internet

4 Getting Information Contribution of Five Senses See75% Hear 13% Touch 6% Smell 3% Taste 3%

5 Information Retention Read10% Heard20% Seen 30% Heard and Seen 50% Said 70% Said and Done90%

6 Understanding Information 93% of understanding comes from body language and expression Albert Melrabiam

7 Look at the chart and say the colour, not the word … GREEN RED BLUE YELLOW BLUE BLACK RED BLUE GREEN BLACK RED YELLOW GREEN BLUE BLACK BLUE RED PURPLE YELLOW BLUE ORANGE BLACK RED GREEN PURPLE YELLOW RED ORANGE GREEN BLACK BLUE RED PURPLE GREEN BLUE ORANGE Left – Right Conflict Your right brain tries to say the colour Your left brain insists on reading the word

8 We are all different and so… We use eyes/ears/feelings to take in information from some external event We process and filter information … Delete Generalise Distort Influenced by our patterns of thinking based on… Experience and memories Beliefs and values Language Culture To create our ‘map’ or internal representation of the way things are…our perception “the map is not the territory”. We can take in 11m bits of information per second, can consciously process only 40 bits, and hold or use only 7 bits at a time.

9 Patterns of thinking… Examples of Divergent Patterns of Thinking Detail…………………………………..Big Picture Internally Referenced…………….Externally Referenced Options………………………………..Procedures Similarity……………………………..Difference Away From……………………………Towards Influence how you see and experience the world Filter what you give attention to Become habitual patterns in how we think, make decisions and behave How you think about things provides your motivation to act Communication improves if you can understand where both you and the other person are coming from…

10 Things Get Distorted

11 Presentation is Important Which centre circle is bigger?

12 We See Things Differently

13 Clampitt’s Model of Communication X X X X X X X X X X XXXX X X X X X X X X X X X X Circuit Arrow Dance

14 Planning to Communicate  What do you want to communicate?  What do want to happen as a result?  Who with – think in “segments”  How might you do it?  What are the barriers?  How will you do it?  When?  Supporting and coordinating action  Follow-up and review

15 Barriers to Communication Lack of clear objectives Organisational structures False assumptions Jargon Culture Noise Transmission errors Filtering of messages Irrelevant data Too much communication People not taking personal responsibility to communicate.

16 I know that you believe you understand what you think I said but, I am not sure you realise that what you heard is not what I meant! Are we clear? Crystal!