This document defines communication and describes the communication process. It outlines the key elements of communication including the sender, message, encoding, decoding, receiver, and feedback. It also discusses effective listening, deterrents to listening, improving listening skills, and giving and receiving feedback. The guidelines recommend feedback be specific, focused on behavior, well-timed, and involve the right amount of information for the receiver.

1. EORC
COMMUNICATIONS
PROCESS

2. EORC
Overview
• Definition of communication
• Elements of the communication process
• Cross-cultural communication
• Describe effective and active listening
• Identify deterrents to effective listening
• Identify methods of enhancing listening
• Define feedback
• Describe the reasons for giving feedback
• Describe guidelines for giving feedback
• Describe the guidelines for receiving feedback

3. EORC
Communication
Process by which information
is exchanged between
individuals through a
common system of symbols,
signs or behavior.

4. EORC
Elements of the
Communication Process
• Sender
• Encode
• Message
• Receiver
• Decode
• Feedback

5. EORC
Styles of Communication
• Friendly, Sociable
• Directive,Persuasive, Demanding, Blaming
• Speculative, Intuitive, Searching,
Exploring, or Intellectual
• Disclosing, Revealing, Explicit,
Responsive, Accepting, and Aware

6. EORC
Cross-Cultural Communication
• Social Courtesies
• Flow of Information
• Culture
• Assertiveness
• Honesty

7. EORC
Effective / Active Listening
• Effective Listening
 Word meaning
• Active Listening
 Content / Feeling

8. EORC
Deterrents to
Effective / Active Listening
• Assuming in advance
• Mentally criticizing
• Listening only to the facts
• Outlining everything
• Permitting the speaker to be inaudible
• Avoid technical messages
• Over-reacting
• Withdrawing attention

9. EORC
Elements to
Effective/Active Listening
• Content: Subject being addressed
• Feelings: Emotion displayed when
discussing the subject.
• Process: The manner the speaker delivers
the subject matter
• Clarification: Questions asked to seek
understanding

10. EORC
Active Listening Skills
• Check attitude and atmosphere
• Keep the channel open and avoid short
circuits
• Listening requires response from listener
• Keep the door open

11. EORC
Methods for Improving
Listening Skills
• Try to understand the intent and listen
for main points.
• Listen now, clarify later.
• Concentrate on the message, not the
person.
• Analyze your reactions as you listen.

12. EORC
Methods to Test Understanding
• Parroting
• Paraphrasing
• Clarifying

13. EORC
PRACTICAL EXERCISE

14. EORC
10 MINUTE BREAK

15. EORC
JOHARI Window Model
ARENA
(A)
Things I know
Things you know
BLIND SPOT
(B)
Things I do not know
about myself that
you know
FACADE
(C)
You do not know that
I know
UNKNOWN
(D)
Things you do not
know and things I do
not know

16. EORC
Known to
Others
Unknown to
Others
Known to Self Unknown to Self
ARENA
FACADE
BLIND SPOT
UNKNOWN
JOHARI Window

17. EORC
Effective Feedback
Verbal or nonverbal communication to a
person or group providing information
as to how their behavior is affecting
or influencing you.

18. EORC
Reasons for Giving &
Receiving Feedback
• Personal growth
• Find out about self
• Gain insight
• Open environment

19. EORC
Guidelines for giving Feedback
• Specific rather than general
• Focused on behavior
• Takes into account the needs of the receiver
• Solicited
• Sharing of information rather than advice
• Well timed
• Involves the amount of information receiver
can use
• Checked for clear communication
• Evaluate not Judge

20. EORC
How to give Feedback
• When the other person has indicated
willingness to receive it.
• Unsolicited feedback
• Use terms that describe other’s behavior
with the least amount of interpretation and
that accurately describes the behavior.
• Be timely

21. EORC
How to receive Feedback
• Be non-defensive
• Ask for more information
• Say that you do not want feedback

22. EORC
What to do with Feedback
• Think about it
• Use it
• Forget it

23. EORC
Summary
• Definition of communication
• Elements of the communication process
• Cross-cultural communication
• Describe effective and active listening
• Identify deterrents to effective listening
• Identify methods of enhancing listening
• Define feedback
• Describe the reasons for giving feedback
• Describe guidelines for giving feedback
• Describe the guidelines for receiving feedback