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

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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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 s
Complete Worksheet 4.6: Steps toward Reducing Social Media Stress