This document provides training material on communication for staff and workers. It defines communication and describes the communication process. It discusses communication styles like passive, aggressive, passive-aggressive and assertive. It also covers organizational communication networks and barriers to communication such as filtering, selective perception and emotions. Additionally, it explains how to overcome communication barriers and the importance of active listening. Hands-on activities are provided to practice active listening skills.

1. Section 1
training material for staff and workers
COMMUNICATION

2. Contents
• 1.Communication – definition and the communication process
• 2. Communication styles
• 3. Organizational communication and organizational communication networks
• 4. Barriers to communication and how to overcome them
• 5. Active listening
• 6. Activities – Active listening exercises

3. Learning Outcomes
• define communication, interpersonal and organizational communication;
• describe the components of the communication process;
• explain the barriers to effective interpersonal communication;
• discuss ways to overcome the barriers to effective communication;
• explain the communication flow in an organization;
• describe the three common communication networks;
• practise active listening.

4. Key concepts
• Communication
• Organizational communication
• Message
• Channel
• Encoding/decoding
• Nonverbal communication
• Body language
• Filtering
• Selective perception
• Jargon
• Active listening
• Downward/upward
communication
• Lateral/diagonal communication
• Communication networks

5. What is communication?
• Communication is the transferring and
understanding of meaning;
• It is the sharing of information or knowledge
between two or more people.
Source: iStock by Getty Images

6. The communication process

7. Communication styles

8. Passive Style
• This style is about pleasing other people and
avoiding conflict.
Behavioural characteristics:
• apologetic;
• finding difficulty in taking responsibility
or decisions;
• feeling like a victim;
• blaming others for events;
• refusing compliments;
• inexpressive (of feelings and desires).

9. Aggressive Style
• Aggressive communication always involves manipulation.
Managers adopting the aggressive style create a win-lose
situation.
Behavioural characteristics:
• frightening, threatening, loud,
hostile;
• willing to achieve goals at the
expense of others;
• out to "win“;
• demanding, abrasive;
• explosive, unpredictable;
• intimidating;
• bullying.

10. Passive-aggressive Style
• A combination of styles, passive-aggressive avoids direct
confrontation (passive), but attempts to get even through manipulation
(aggressive).
Behavioural characteristics:
• indirectly aggressive;
• sarcastic;
• devious;
• unreliable;
• complaining;
• gossips.

11. Assertive Style
• The most effective and healthiest form of communication
is the assertive style. It is how people naturally express
themselves when their self-esteem is intact, giving them
the confidence to communicate without games and
manipulation.
Behavioural characteristics:
• achieving goals without hurting others;
• protective of own rights and respectful of
others' rights;
• socially and emotionally expressive;
• making your own choices and taking
responsibility for them.

12. Organizational Communication
• Formal communication – that follows the authority
chain and that is necessary to do a job;
• Informal communication – that is not approved by
management;
• Downward Communication – that flows from a
manager down the authority hierarchy;
• Upward Communication – that flows from
subordinates to higher-level managers;
• Lateral Communication – among any horizontally
equivalent personnel;
• Diagonal Communication – that cuts across
functions and levels in an organization.
Source: Pearson Education

13. Three common organizational communication
networks and their effectiveness
Source: Pearson Education

14. Barriers to communication
• Filtering – manipulation of information to make it appear more
favourable to the receiver;
• Selective perception – receiver selectively sees and hears
communication depending on his/her needs, experience,
motivation;
• Emotions – how the receiver feels when a message is received;
• Language – words mean different things to different people;
• Culture – national culture people are in;
• Non-verbal cues – facial expressions, gestures, body
movement.
Source: pinterest.com.au

15. Communication barriers in a company (VIDEO)

16. Overcoming the barriers
1. Use Feedback
to check understanding and accuracies
2. Simplify Language
choose clear and understandable words
3. Listen actively
listen for full meaning
4. Control Emotions
communicate in a rational manner
5. Watch Nonverbal Cues
actions speak louder than words
Source: mtdtraining.com

17. Active Listening (VIDEO)

18. Activities – Active listening exercises
1. A Drawing Task
• This is a two person activity.
• Divide the team into groups of two. Make the two members of each group sit back to back. Give a sheet containing a simple
drawing, such as a mix of various shapes, to one person, without showing it to the other.
• The person without the sheets gets a blank paper and a pencil to draw. They then have to ask questions and draw what
they believe they are hearing, based on the answers from their partner.
• Finally, both the sheets are compared to see how accurately the drawing has been replicated.
Objectives:
• To teach the importance of seeking clarifications to improve one’s understanding of the subject
• To show the importance of framing and asking the right questions to gain the necessary information

19. Activities – Active listening exercises
2. Train of Thoughts
• This activity involves multi-member groups.
• Give the first person a certain topic on which they have to speak. The first person speaks for
1-2 minutes. After this, the second person summarizes what was said before them and adds
their own thoughts regarding the topic of discussion.
• This chain continues in the group, where each person has to first summarize what has been
told before them, and then add their thoughts.
Objectives:
• To develop the skill of attentive listening and linking one’s own thoughts to the flow of ideas.
• To develop the skill of summarizing effectively

20. Main References
• https://infographicworld.com/communication-styles-workplace/
• https://www.youtube.com/watch?v=mWrVto09D3A
• https://www.youtube.com/watch?v=7wUCyjiyXdg
• https://www.the10minuteleader.com/active-listening-exercises-10-team-activities-to-i
mprove-active-listening/
• https://www.healthline.com/health/empathic-listening
• https://www.slideshare.net/NardiinObada/chapter-14-2011
• https://www.scribd.com/presentation/124124605/communication