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Effective

Communication

“Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create.” Anonymous

Objectives

 (^) Define and give an example of nonverbal communication.  (^) Describe the six functions of nonverbal communication.  (^) Describe and explain the role of the eight types of nonverbal symbols.  (^) Differentiate between formal and informal communication

Functions of Nonverbal

Communication

 (^) Regulate- expressions or gestures that control the pace or flow of communication.  (^) Repeat- a gesture or expression that can be used alone to send the same meaning as a verbal message.  (^) Substitute- a nonverbal cue that replaces a verbal message.

Types of Nonverbal Symbols

 (^) The eyes  (^) The face and head  (^) Gestures  (^) Touch  (^) Posture  (^) Territory  (^) Walking  (^) Status symbols

Types of Communication

 (^) Formal - the official communication that travels through the structured (formal) organization.  (^) Informal (grapevine) - rumors, statements, or reports whose truth any known authority cannot verify and which may not pertain to the functioning of the organization.

Types of Communication

 (^) Upward communication - is the flow of communication from managers to managers.  (^) Downward communication - is the flow of communication from managers to managers or from upper management to middle management or lower management.  (^) Horizontal communication - is the flow of communication moving laterally or at the same level in the organization.

Objectives

 (^) Identify and describe 14 barriers to communication.  (^) Explain the importance of listening and identify methods to improve listening.  (^) Describe methods to break down communication barriers.

Barriers to Effective

Communication

 (^) Lying ❏ Facial indicators ❏ General indicators  (^) Perceptions  (^) Over-eagerness to respond  (^) Closed words  (^) Judging  (^) Credibility gap  (^) Noise

Importance of

Listening

 (^) Time.  (^) Good relationship.  (^) Prevent misunderstanding and rumors.  (^) People perform better.  (^) Prevents complaints from blossoming.  (^) Good decision making.  (^) Prevents haste conclusions.  (^) Requires full attention.

Developing Listening Skills

 (^) Listening responses. ❏ Nod - nodding the head slightly and waiting. ❏ Pause - looking at the speaker, but without doing or saying anything. ❏ Casual remark - “I see,” “uh-huh,” or “is that so?” ❏ Echo - repeating the last few words the speaker said. ❏ Mirror - showing you understand by reflecting what has just been said: “you feel that…….”  (^) Phrasing questions. ❏ Open. ❏ Closed.

The Four C’s of Written

Communication

 (^) Complete  (^) Concise  (^) Correct  (^) Conversational

Do’s of Listening

 (^) Eliminate distractions by holding telephone calls and choosing a quiet place to talk.  (^) Allow adequate time for discussion.  (^) Take note of nonverbal cues.  (^) When you are unsure of what was said, restate what you think you heard in the form of a question.

Do’s of Listening

 (^) Argue.  (^) Interrupt.  (^) Engage in other activities.  (^) Pass judgment too quickly.  (^) Jump to conclusions.  (^) Let the other person’s emotions act too directly on your own.

Summary

 (^) Identify and describe 14 barriers to communication.  (^) Explain the importance of listening and identify methods to improve listening.  (^) Describe methods to break down communication barriers.