This document discusses effective communication. It defines communication and identifies the basic components of communication as a sender, receiver, and message. It describes one-way and two-way communication and notes that while one-way communication is faster, two-way communication is more effective as it allows for feedback. The document also discusses nonverbal communication including body language, eye contact, and personal appearance. It provides tips for overcoming barriers to communication and identifying communication styles.

1. To Communicating Effectively Presented By Andrew J. Goerke

2. What is Communications? Communication : The exchange of messages. Messages can be verbal, using spoken or written words, or they can be nonverbal, using symbols, gestures, expressions, and body language. For communications to take place, there must be a sender and a receiver.

3. This shows examples of one-way and two-way communication between different types of senders and receivers Message Receiver Sender Feedback

4. The 3 Basic Components of Communications Receiver Message Sender Can be combined in to two basic patterns for the communication process.

5. One-Way Communication In one-way communication, the sender transmits a message, the receiver gets it, and the process is complete.

6. Two-Way Communication In two-way communication, the sender transmits a message, the receiver gets it, and the receiver responds with another message.

7. Which is the fastest ? One-way Communication has the advantage of being fast. It also maintains the speaker’s authority, since no feedback is expected of the listener.

8. But One-way Communication is Far Less Effective The speaker has no way of determining whether the receiver has received the correct message, because there is no feedback

10. Eye Contact Smiles and frowns may have a common meeting through out the world, but eye contact does not. In some cultures, looking downward while speaking to someone is a sign of respect. In mainstream U.S. culture however, a person who does not meet your eyes during conversation is thought to be hiding something. Making eye contact in the United States when someone is speaking is considered desirable.

11. Eye Contact Examples Smiles and frowns may have a common meeting through out the world, but eye contact does not.

12. Body Language The meaning of body language and distance varies from one culture to another. In some cultures, gestures are expansive and expensive. If a stranger walked up to you and stopped one foot away you would feel threatened.

13. Body Language Try to speak for two minutes and hold your head, arms, and legs completely still. Impossible? Must people will nod, shrug, gesture with there hands and shift there weight. The tone of an interaction can be changed just by changing the distance between two people.

15. Uses of non-verbal communication: How non-verbal communication is used.

17. Kinesic communication: Communicating by body movement.

19. Body as Evidence: When we are aroused, we look to our environment to find explanation. If you are held hostage with an attractive other person, you may conclude you are attracted to the person rather than being frightened of the situation.

20. Body as Persuasion: Research has shown that body language easily acts to persuade others, such as where nodding increased a preference for a pen whilst a shaking head decreased preference for the pen (Tom et al. 1991).

21. Nonverbal Communication and Culture Most people think of words as the chief means by which we communicate. Being clear, concise, and courteous in your choice of words is important. However studies of face-to-face communications have shown that 80 – 90 percent of the impact of a message come from nonverbal elements.

22. Modifying Speech Non-verbal communication has a significant effect on what is communicated. Modifications include: Positioning of body relative to other people and things Shape of whole body Movement of limbs, head and fingers Micro-movement of muscles Skin color and texture Voice pitch Texture of voice tone Speed of speaking Sweating Bodily smells

23. Replacing Speech Communication can be done without speaking. For example: Pointing with feet, legs, hands, head or whole body Gestures with fingers, hands and arms. Tilting of head Movement of any combination of the 90 muscles in the face. Replacement for speech can be direct one-for-one gestures with clear meaning or may be less obvious or conscious movements that signal requests, attitudes and intent.

24. Controlling Conversation Conversation is a process of turn-taking in talking. Non-verbal signals are used a great deal in requesting, offering and managing control of who is speaking. This includes: Butting into speech to take control. Speaking louder or faster to retain control. Pausing to allow others to butt in. Stopping to request others to speak. Leaning forward and moving to request speaking. Looking away or moving back to show non-readiness to listen.

25. Expressing emotion Emotions are particularly expressed through non-verbal communication, where the voice and body can tell a lot more about how you feel than your words. In particular, if you feel unable to express emotions verbally, your words and body language can easily conflict, sending messages that may be interpreted as stress or deceit.

26. Facial Expressions Examples Smiling, frowning, and raising your eyebrows are just a few of the thousands of movements of which your face is capable.

27. Conveying personality and status Non-verbal communication extends beyond bodily actions to anything that sends messages. This includes much about who you are, and in particular where you fit into the social hierarchy. Such items include: Dress, including style, tidiness, coordination. Personal adornments, from jewelry to watches and badges. Office and desk space at work, including size and type of computer, chair, etc. Items owned, from cameras to cars to houses.

28. Reading non-verbal's Reading non-verbal signals is not difficult if you know what to look for. Here are a few tips and traps. Multiple meanings: A problem with reading people is that body language can have multiple meanings. People who are relaxed fold their arms, as do people who are cold. Touching your face may signify thinking and a whole host of other things. Similarly people who are introverts are more easily over-stimulated -- especially by other people. Particularly if you are extravert, when you are trying to connect with them, you may actually be winding them up! Their negative-seeming body language is just them trying to find a safe space.

29. Reading non-verbal's Reading non-verbal signals is not difficult if you know what to look for. Here are a few more tips and traps. Synchrony One secret of reading body language is to look for things that happen at the same time. Thus if you ask them a searching question and they close their body, then this may be an indication that they do not want to tell the truth. It may also, of course, mean that they do not like your aggressive style, so you should be aware of your part in the dance and change your style accordingly. Clusters Another secret of reading body language is to look for clusters multiple transitions, for example where a person crosses their legs and arms together and looks away. The result of trying to control your body is that you send mixed messages and just look like a person who is trying to control their errant body. The effect of this is that you will appear untrustworthy and manipulative.

30. Haptic communication Haptic communication is communicating by touch. This is used in a number of contexts and also has dangers for the unwary as touching for example where another person can, in particular circumstances, be interpreted as assault. Touch is often intimate and can be used as an act of domination or friendship, depending on the context and who is touching who, how and when. Young children and old people use more touching than people in the middle years. Touch provides a direct contact with the other person. This varies greatly with the purpose and setting.

31. Haptic communication Examples Professional Punishment Greeting Guiding Gaining attention Sympathy Friendship Arousal

32. Barriers to Communications Physical Barriers Emotional Barriers Mental Barriers

33. Physical Barriers Any disturbing factor in the physical environment or your body can prevent full communication. In some cases, hearing loss makes it difficult to understand what’s be communicated. Examples: Noisy Room - Outside Noises- Awkward Seating

34. Mental Barriers Every person has a unique set of knowledge and experience that influences what he or she does. You tend to interpret what’s being said in light of knowledge and experience. Example: Teenager wants to borrow car. Dad thinks he is going to a friends house But Finds out Teenager is going to concert out of state and dad takes the keys away.

35. Mental Barriers Another type of mental barrier that prevents good communications is selective attention. Example Time for performance evaluation Employee remembers words of praise, But His boss’s criticisms don’t even register! During the year you did good But Your performance has weakened lately

36. Mental Barriers Another Mental Barrier is using choice of words. In some cases communication breaks down because one person simply does not understand what the other person is saying or means. Example: Technical person talking to non Technical Person People that do not understand the vocabulary of the other person Two different types of groups Then BOTH parties will have a communication breakdown

37. Emotional Barriers Feelings and emotions can also create barriers to communication. Stress, fear, happiness, anger and love all prevent effective communications. A person who is worried cannot pay attention to a lecture in class. A person who won the lottery may have trouble focusing on normal conversations.

38. Emotional Barriers Prejudice is a negative attitude towards people or groups because it clouds the sending and receiving of messages. Shyness is another emotional barrier to effective communications. Shy people are afraid to communicate because they will be judged negatively. They lack confidence in them selves, so the tend to withdraw and be quiet. WELCOME TO NYC!! I Hate NYC

39. Communication Styles The key to effective communication is awareness– of yourself but, more important, of the people with whom you communicate. You must be conscious of the feelings, needs, and personalities of the people around you. Once you become sensitive to others, you will find that their response to you is more positive.

40. Communication Styles Based on the work of David Merrill and Roger Reid they proposed that people show two major forms of behavior whey they communicate: Responsiveness Assertiveness

41. Communication Styles Responsiveness: The degree to which a person is closed or open in his or her dealings with others. Someone with low degree of responsiveness hides emotion and is very self -controlled. Someone with high degree of responsiveness shows emotion and seems very friendly. Assertiveness: Behavior ranging from asking questions (low assertiveness) to telling others what‘s expected (high assertiveness) These two communication behaviors can be combined in a diagram on the next slide.

42. Responsiveness Assertiveness Assertiveness

43. What Does This Chart Explain ? The Thinker Thinkers are people who tend to be guarded in there interactions with others. Self-control is very important to them. Thinkers don’t reveal much of themselves. Rather, they deflect attention from themselves by asking questions of the other person. The Achiever Like Thinkers, Achievers are self-controlled and guarded about revealing their inner selves. Achievers are very assertive, however. They express their expectations clearly.

44. What Does This Chart Explain ? The Seller Sellers tend to warm and outgoing in the dealings with others. Like Achievers, they are assertive and express themselves forcefully. The Relater Relaters are usually warm and friendly in their interactions. They are less concerned about themselves than about others. Relaters ask questions that are sometimes personal in nature.

45. Understanding the Communication Styles At one time or another you can apply different communication styles. Which is Which ?? Relater or Thinker Over time you will tend to favor one communication style

46. Think about it. What are you ? The Thinker The Achiever The Seller The Relater

47. Why is effective communication Important ? When you travel to a foreign country and don’t speak there language you probably will be misunderstood or they will pick up only parts of the conversation and you will both get frustrated. Can you take me to the Great Wall 哪里做你想再次去 Where do you want to go ?

48. Why is effective communication Important ? When with your friends, at work, or with your peers and they don’t understand what you are saying the same will happen here also. But also your relationship with that person may also suffer.

49. Why is effective communication Important ? If you improve the quality of your communication n with others, you will improve your relationships with them. And that, in turn, will improve the quality of your life.

50. Identifying Communication Problems You’ve identified your communication style now. By Listening and observing, you can identify the preferred communication styles of others. Do they tell you just what’s on their mind? Do they look you in there eye or turn away? Do they look you in there eye or turn away? Do they ask personal questions Friendly or stand a distance Voices load or soft

51. Identifying Communication Problems If a person shows four to five characteristics of a style, he or she has a high preference for it. Two or three characteristics of a style revel a moderate preference for the style. One characteristic is not significant Do they tell you just what’s on their mind? Do they look you in there eye or turn away? Do they look you in there eye or turn away? Do they ask personal questions Friendly or stand a distance Voices load or soft

52. Communication Effectiveness Thinker Achiever 4 or 5 Jim 4 or 5 2 or 3 2 or 3 Relater Seller 2 or 3 Harry 2 or 3 4 or 5 4 or 5 The closer the circles, the more similar their styles, and the fewer communication problems they are likely to have. Jim and Harry will have problems communicating.

53. How can this be corrected ? Thinker 4 or 5 Jim 2 or 3 Seller Relater 2 or 3 Harry 2 or 3 4 or 5 They MUST improve there relationship of mutual trust and respect.

54. Which means they must become more alike in their communication styles. Do this by imitating one another’s behavior, or mirroring Mirror the body and the voice Some one who is slouching in his or hers chair. Relax a little bit more but do not slouch in your chair. If a person smiles or nod. Respond back with a smile or nod. Only select a couple of items to mirror too many will cause a distraction.

55. Mirroring Words Match their use of words. Examples: Visual person: Do you see what I mean. Hearing, you can phrase the question, “Does that sound right to you ?” or “That rings a bell.” Sense or Taste: Let me chew on that a while. That leaves a bad taste in my mouth. Touch: This feels right. Or I cant get a hold on it.

56. Do this with Caution Do not mirror the behavior of someone who is angry or verbally aggressive this will make the interaction escalate

57. Overcoming Shyness Before a gathering, think about the people who will be there and what they may discuss. Arrive Early Start a conversion on something you both share. When the other person starts the topic. Support his or hers remarks.

58. “The way you overcome shyness is to become so wrapped up in something that you forget to be afraid” Lady Bird Johnson (1912 – 2007), First Lady

60. Success! ! I miss you now I don't ever see how I can live without you My life has changed so much this way I wish you were back here with me Can you not clearly see? I want you to be with me right now I'm on the road to success I wish that you here with me I'm on the road to success I just gotta let my soul be free I'm on the road to success I want you here next to me I'm on the road to success And I love you can't you see I'm gonna get where I wanna go Thanks to you and your inspiration and everything you said You wanted me to get there I'm getting there slowly It's all down to you remember that I miss you so much I'm on the road to success I wish that you here with me I'm on the road to success I just gotta let my soul be free I'm on the road to success I want you here next to me I'm on the road to success Becky Ginn

61. Good Luck To My Fellow Office Information System Specialists On Their Future Success.

62. Thank You Mrs. Glenn For Being There On My Path To Success.