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Communication September 2013
This document provides an overview of communication topics including: 1. Definitions of communication and its types such as downward, upward, and lateral. 2. The communication process and its elements including senders, receivers, messages, and feedback. 3. Barriers to effective communication such as issues with the sender, receiver, or external factors. 4. Key aspects of communication skills like listening, body language, and adapting communication style for different audiences and purposes.
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Communication September 2013
- 1. Communicating better by TorontoTraining and HR September 2013
- 2. CONTENTS 5-6 Definition 7-8 Typesof communication 9-10 Communication styles 11-12 The communication process 13-16 Elements of communication 17-18 Skills of communication 19-20 Communication relationships 21-22 Six components of the process 23-25 Characteristics of effective communication 26-27 Barriers to communication 28-29 Responses or roles that can cause problems 30-31 Intrapersonal communication 32-33 Listening 34-35 Body language 36-37 Verbal faux pas 38-39 Social media 40-41 Breaking bad news (healthcare) 42-43 Communication competence 44-45 Strategic flexibility 46-47 Communicating for change management 48-49 What format should be used? 50-51 Conclusion and questions Page 2
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- 4. Page 4 Introduction toToronto Training and HR Toronto Training and HR is a specialist training and human resources consultancy headed by Timothy Holden 10 years in banking 10 years in training and human resources Freelance practitioner since 2006 The core services provided by Toronto Training and HR are: Training event design Training event delivery Reducing costs, saving time plus improving employee engagement and morale Services for job seekers
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- 6. Definition • Communication • Fulfillingneeds Page 6
- 7. Page 7 Types ofcommunication
- 8. Types of communication •Downwards • Upwards • Lateral or horizontal Page 8
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- 10. Communication styles • Passive •Aggressive • Passive-aggressive • Assertive Page 10
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- 12. The communication process Page12 Reading 16% Writing 9% Speaking 30% Listening 45%
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- 14. Elements of communication1 of 3 • Senders and receivers • Messages • Channels • Feedback • Blocks • Setting Page 14
- 15. Elements of communication2 of 3 Page 9
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- 17. Page 17 Skills ofcommunication
- 18. Skills of communication •Oral • Written • Non-verbal Page 18
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- 20. Communication relationships • Non-recognitionrelationships • Conflictual relationships • Collaborative relationships • Negotiative relationships • Competitive relationships Page 20
- 21. Page 21 Six componentsof the process
- 22. Six components ofthe process • The sender initiates a message • The content of the message is determined • The message is sent through a verbal or electronic or physical channel • The message is received by the receiver • The message is processed by the receiver • The receiver provides feedback, questioning or agreeing with the meaning and intentions of the message Page 22
- 23. Page 23 Characteristics ofeffective communication
- 24. Characteristics of effective communication1 of 2 • The message • The sender • The channel • The receiver Page 24
- 25. Characteristics of effective communication2 of 2 • Effective verbal communicators • Effective non-verbal communicators Page 25
- 26. Page 26 Barriers tocommunication
- 27. Barriers to communication •Sender • Receiver • External barriers Page 27
- 28. Page 28 Responses orroles that can cause problems
- 29. Responses or rolesthat can cause problems • Placater • Blamer • Computer • Distracter Page 29
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- 33. Listening • Basic reasonswe do not listen • Levels of listening • Improving listening skills • Active listening • Sins of not listening • Helping and hindering • Listening for a conclusion • Taking notes • Following directions Page 33
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- 35. Body language • Posturesand gestures • Eye contact • Orientation • Presentation • Looks • Expressions of emotion Page 35
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- 37. Verbal faux pas •“Let me be honest with you” • “Kinda”, “Sorta” and “Wanta” • “I’ll try” • “I have to…” • “You know” or “You know what I mean” Page 37
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- 39. Social media • Howdoes Canada compare? • Why not implement/expand? • What is it used for? • Who is the audience? Page 39
- 40. Page 40 Breaking badnews (healthcare)
- 41. Breaking bad news(healthcare) • Prepare • Find out what the patient knows • Find out what the patient wants to know • Share the information • Respond to emotions • Plan follow-up Page 41
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- 43. Communication competence • Definition •Knowledge • Skill • Motivation • Elements of communication competence Page 43
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- 45. Strategic flexibility • Definition •Steps needed Page 45
- 46. Page 46 Communicating forchange management
- 47. Communicating for change management PURPOSES •To motivate • To guide • To provide place Page 47
- 48. Page 48 What formatshould be used?
- 49. What format shouldbe used? • With whom am I communicating? • What is the direction within the organization? • What is the formality expectation? Page 49
- 50. Page 50 Conclusion andquestions
- 51. Page 51 Conclusion andquestions Summary Videos Questions