On October 23rd, 2014, we updated our
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Communication is shared feelings/shared understanding.
If you can honestly achieve that goal, you are communicating.
Successful Communication Sender Receiver Message Communication Message Same message is being received by receiver as send by the sender
Source Decoding Channel Encoding Receiver Msg Msg. Msg . Msg . Feedback Context The Communication Process
PRINCIPLES OF EFFECTIVE COMMUNICATION
Clear lines of communication serve as the linking process by which parts of the organization are unified toward goal achievement.
Simple, exact and concise messages ensure understanding of the message to be conveyed.
Feedback is essential communication.
Communication thrives best in a supportive environment which encourages positive values among its personnel.
A manager’s communication skill is vital to the attainment of the goals of the organization.
Adequate and timely communication of work – related issues or changes that may affect jobs enhance compliance.
Types of Communication
Channel in the Communication Process Verbal channels Non- Verbal channels Written channels Face-to-face meetings, telephone and videoconferencing ; Intonation Personal appearance Facial expression Posture and gait touch Letters, emails, memos and reports.
5 steps to Communication
Speaker gives the info
Audience receives info
Audience receives info
PEERS & MEMBERS OF THE TEAM PATIENT, FAMILY & COMMUNITY WORKERS’ FAMILY & FRIENDS SUPERIOR NURSES SUBORDINATES
Analytical & Global Marking Effective 4 Things To Remember Communication:
Why Do You Communicate?
70 % Mistakes at work is due to poor communication
Very Difficult Situations
4 Steps to Helpful Listening
A FFIRM E XPLORE R EFLECT S ILENCE
Seek first to Understand Before Being Understood
The Cockroach Game
6 Principles Of Choosing the Right Words
Don’t Always Use “You”!
“ You must be more polite.”
Focus on Solutions, not Problems
“ We have run out of cherries!”
Use more CANs’ than CAN’Ts’
“ I CAN’T help you now!”
Say what you WANT, not what you DON’T WANT
“ I don’t want to be pulled-out!”
Focus on the FUTURE, not the PAST
“ Why did you perform so badly yesterday?”
SHARE your ideas, don’t ARGUE
“ I don’t agree with you! You are wrong!”
5C s’ Of Effective Speaking
Women are more Sensitive than Men !
Direct Eye Contact
Single Raised Eye-Brow
Both Raised Eye-Brows
17 Muscles to SMILE 43 Muscles to FROWN
#1 Listen Carefully
#2 Use the Right Words #3 Speak Well #4 Watch Your Body Language
Methods of Communication
Memo, fax, e-mail, voice mail, letter.
Phone call, in-person.
Two-Way One-Way Collaborative
Team meetings, consulting, consensus, decision making, group problem solving.