Marinita Schumacher Key Principles of Effective Communication

Effective Communication is crucial for working successfully with others enables to maintain relationships accomplishes tasks with both individuals and groups motivates helps to overcome obstacles creates a relaxed, comfortable, trustful and psychologically safe feeling

is crucial for working successfully with others

enables to maintain relationships

accomplishes tasks with both individuals and groups

motivates

helps to overcome obstacles

creates a relaxed, comfortable, trustful and psychologically safe feeling

What is Communication? „ Communication is a dynamic process that individuals use to exchange ideas, relate experiences and share desires through speaking, writing, gestures or sign language.“ Glenn & Smith, 1998

„ Communication is a dynamic process that individuals use to exchange ideas, relate experiences and share desires through speaking, writing, gestures or sign language.“

Components of Communication anthropological component social component signal component process component Krallmann/ Ziemann, 2001 communication happens between at least two human beings participants have certain intensions when communicating and understanding each other during communication participants refer to a socially adapted set of signs in order to transmit a message there are continuous changes during communication

anthropological component

social component

signal component

process component

communication happens between at least two human beings

One can't not communicate! Any kind of behaviour is communication Communication is an interactive process of sending and receiving messages Communication can be seen as the link between the sender’s and receiver’s internal experiences Watzlawick, 1996 ! The effectiveness of any communication depends on how closely the receiver’s understanding matches the sender’s intent

Any kind of behaviour is communication

Communication is an interactive process of sending and receiving messages

Communication can be seen as the link between the sender’s and receiver’s internal experiences

Sender and Receiver SIGNAL SENDER RECEIVER Schulz von Thun, 2001 encodes the meaning in his mind to a signal deciphers this signal so that a similar meaning is stimulated in his mind = a recognisable term, the sum of the messages in interpersonal communication The only message that matters is the one the other person receives !

Verbal and non-verbal signals Verbal signals transmit the content are the words of the message deal with speech, intonation, pitch, rhythm, etc. Non-verbal signals transmit the relational dimension postures, body movements, touches, tone of voice, eye contact, pauses, rate of speech and volume Birkenbihl, 2005 ! Each message consists of verbal and non-verbal signals

Verbal signals

transmit the content

are the words of the message

deal with speech, intonation, pitch, rhythm, etc.

Non-verbal signals

transmit the relational dimension

postures, body movements, touches, tone of voice, eye contact, pauses, rate of speech and volume

A simple example from daily life Verbal example „ I am amused“ The sentence is spoken, the sense can be recognised by the different words and letters used Non-verbal example Somebody is laughing In this case laughing is body language which can indicate the fact, that the person is amused

Verbal example

„ I am amused“

The sentence is spoken, the sense can be recognised by the different words and letters used

Non-verbal example

Somebody is laughing

In this case laughing is body language which can indicate the fact, that the person is amused

Congruent and incongruent messages congruent message Verbal and non-verbal signals endorse each other Example: Somebody who says that he is unhappy and weeps incongruent message Verbal and non-verbal expressed are contradictory Example: Somebody who says that he is happy but weeps Steiger, 2002 ! Non-verbal signals have stronger impact than verbal signals

congruent message

Verbal and non-verbal signals endorse each other

Example: Somebody who says that he is unhappy and weeps

incongruent message

Verbal and non-verbal expressed are contradictory

Example: Somebody who says that he is happy but weeps

Implicit and explicit message Explicit message expresses the information directly Implicit message expresses the information indirectly Adams, 2003 ! There is a great danger of misunderstanding in the field of implicit messages

Explicit message

expresses the information directly

Implicit message

expresses the information indirectly

Filters The two sets of filters of the sender and the receiver double the chance for misunderstanding The sender’s filters influence how he expresses the message-which words, gestures and voice tones he uses. The receiver’s filters define how he understands the message. Standke, 1993

The two sets of filters of the sender and the receiver double the chance for misunderstanding

The sender’s filters influence how he expresses the message-which words, gestures and voice tones he uses.

The receiver’s filters define how he understands the message.

Meta-Level One of the basic abilities in successful communication is to determine which is the true major message of a signal Is it factual information which has been expressed or is the real request hidden in the implicit message? Watzlawick, 1996 ! Meta-Level the "this-is-what-is-meant" part of the message

One of the basic abilities in successful communication is to determine which is the true major message of a signal

Is it factual information which has been expressed or is the real request hidden in the implicit message?

Meta-Level

the "this-is-what-is-meant"

part of the message

Four sides of a message SENDER RECEIVER Schulz von Thun, 2001 SIGNAL Factual information Relationship Self-revelation Appeal SIGNAL

Factual information explains the fact Self-revelation expresses the sender himself and his feelings Relationship expresses what the sender expects from the receiver and what kind of relationship (contact) exists between the parties Appeal seeks to have an influence on the other Explanations of the four sides Schulz von Thun, 2001

Factual information

explains the fact

Self-revelation

expresses the sender himself and his feelings

Relationship

expresses what the sender expects from the receiver and what kind of relationship (contact) exists between the parties

Appeal

seeks to have an influence on the other

A simple example from daily life MOTHER SON “ It‘s nice that you are here again“ Schulz von Thun, 2001 Relationship “ You don‘t visit me enough“ Self-revelation “I am lonely” Appeal “Visit me more often” Factual information “ Your presence is nice“

Translations of the message Factual information The fact that the son is there is good. Self-revelation The mother missed her son, she wanted to see him and she is pleased to see him again now. Relationship The unmistakably critical undertone implies the closeness and the trust of the relationship between the mother and her son. Appeal The mother uses the message to express her clear wish. "Your presence is nice." "I am so lonely." "You don’t visit me enough." " You should visit me more often!" Schulz von Thun, 2001

Factual information

The fact that the son is there is good.

Self-revelation

The mother missed her son, she wanted to see him and she is pleased to see him again now.

Relationship

The unmistakably critical undertone implies the closeness and the trust of the relationship between the mother and her son.

Appeal

The mother uses the message to express her clear wish.

“ Four ears" of the receiver the correct decoding of the message by the receiver means that he has to have a particular ear for each of the messages SIGNAL Schulz von Thun, 2001 SIGNAL Factual information Appeal Relationship Self-revelation

the correct decoding of the message by the receiver means that he has to have a particular ear for each of the messages

Four questions to grasp all messages Factual information ear Self-revelation ear Relationship ear Appeal ear Schulz von Thun, 2001 What is the factual content of the report? What is this telling me about the other person? What does the other person want me to know about myself and about our relationship? What does he want to achieve?

Factual information ear

Self-revelation ear

Relationship ear

Appeal ear

What is the factual content of the report?

Check-list for the receiver What are the messages in the signal? Which was the main message ? Does the signal also contain implicit messages? Was the signal congruent or incongruent ? What was expressed on the level of metacommunication ? Have you picked up the signal with four ears or with only one ear ?

What are the messages in the signal?

Which was the main message ?

Does the signal also contain implicit messages?

Was the signal congruent or incongruent ?

What was expressed on the level of metacommunication ?

Have you picked up the signal with four ears or with only one ear ?

Barriers of Effective Communication inaccurate interpretation selective perception linguistic impact language semantics ignoring or misunderstanding non-verbal signals or implicit messages by selecting only certain elements from a message, hearing an expected message style, tone, speed different perceptions, meanings that different people attach to the same word

inaccurate interpretation

selective perception

linguistic impact language

semantics

ignoring or misunderstanding non-verbal signals or implicit messages

Conclusion Communication consists of several models and elements This presentation gives an overview and guideline to help the reader understanding the meaning and impact of communication Many of these elements are already used unconsciously Communication can be learned and improved by taking care of these aspects!

Communication consists of several models and elements

This presentation gives an overview and guideline to help the reader understanding the meaning and impact of communication

Many of these elements are already used unconsciously

Communication can be learned and improved by taking care of these aspects!

Bibliographie Adams, 2003 Birkenbihl, 2005 Goodwin/ Duranti, 1992 Krallmann/ Ziemann, 2001 Martin/ Nakayama, 2000 Schulz von Thun, 2001 Standke, 1993 Watzlawick, 1996 Learning Menu developed by Leonardo Project MENS available at www.idec.gr./mens

Adams, 2003

Birkenbihl, 2005

Goodwin/ Duranti, 1992

Krallmann/ Ziemann, 2001

Martin/ Nakayama, 2000

Schulz von Thun, 2001

Standke, 1993

Watzlawick, 1996

Learning Menu developed by Leonardo Project MENS available at www.idec.gr./mens