This chapter discusses communication skills. It defines communication as a two-part process of exchanging information. Both verbal communication using words and nonverbal communication using body language are explained. The chapter outlines five levels of communication openness, four communication zones of closeness, and barriers to effective communication such as distractions, fears, and prejudices. It concludes with tips for improving communication like thinking before speaking, listening actively, and keeping an open mind.

1. Chapter 8:
Communicating
Clearly

2. Objectives
• Explain how you use communication in your daily life.
• Describe different types of communication.
• Use speaking and listening skills that will help you send and
receive clearer messages.
• Explain the five levels of communication.
• Discuss the four communication zones.
• Describe blocks to communication.
• List ways to improve your communication skills.

3. The Role of Communication
• Communication is a
two-part process used
to exchange
information.
• Nearly every task you
do and every goal you
reach is affected by it.
• Strong communication
skills are needed to do
many types of jobs.
• Employers will not hire
people who cannot
speak and write well.

4. Verbal Communication
• Verbal Communication – Communication that involves
words.
• This process is used to share a message between two or
more people.
• The sender is the person who begins the process by
initiating the conversation, phone call, letter, or e-mail.
• The receiver is the one who gets the message and
decides what it means.
• The process is completed when the receiver replies to
the message.

5. E-mail and the Internet
• Using e-mail and other
message formats on
the Internet are
efficient and fun ways
to communicate.
• Review your message
before sending it.
• Consider other
people’s time when
sending messages.
• Always use good
writing skills when
composing a message.

6. What is an I-Message?
• Not accusing are not
belittling
• Use these to take
responsibility for how
you feel
• These messages are
less threatening and
help keep lines of
communication open

7. What is a You-Message?
• Often used but more
negative than an I-
message
• Creates
confrontation when
you do not mean to
• Accusing and
belittling

8. What is a We-Statement?
• Offers a further step in
improving
communication
particularly in families
• These indicate the
problem existing in a
group or relationship
• Minimize
individualistic aspects
of a problem and
emphasize
togetherness

9. Nonverbal Communication
• Nonverbal
Communication –
Communication that
involves factors other
than words.
• Body Language – Facial
expressions, posture,
gestures, and other
body movements used
as means of nonverbal
communication.
• Sometimes you send
nonverbal messages
even when you do not
intend to
communicate.

10. Mass Media and Art
• Mass Media are the
forms of communication
used to send messages
to large numbers of
people.
• Radio, TV, newspapers,
magazines, and
billboards are all
designed for mass
communication.
• Another type of
communication that
reaches many people is
art.

11. Techniques for Effective
Communication
• Feedback – All verbal and
nonverbal clues that tell what
message the receiver received.
• Speakers must say exactly
what they want their listeners
to hear.
• Slang – Informal language
made up of words that do not
have standard meanings.
• Active listening – Asking
questions and restating ideas
to be sure a spoken message
has been clearly understood.

12. Levels of Communication
• 1st Level – Small Talk
• It involves no sharing of yourself.
• 2nd Level – Telling Facts
• You may discuss your background, interests, and skills.
• 3rd Level – Expressing Ideas
• You express some of your ideas and let others know about
yourself.
• 4th Level – Sharing Feelings
• You begin to share more of your thoughts and feeing's but you
may still guard what you say.
• 5th Level – Being Completely Honest
• People at this level can share all their feelings and ideas.

13. Communication Zones
• Communication Zones – Four progressively greater distances
around a person at which he or she feels comfortable dealing
with others.
• The intimate zone is the space within two feet of the body and
you are very aware of people who are in this zone.
• The personal zone is between two and three feet away from
the body.
• The social zone is the space between one and three yards
distance from the body.
• The public zone begins three yards from the body and extends
outward.

14. Communication
• Constructive
Communication –
Communication that
helps build
relationships.
• Destructive
communication –
Communication that
harms relationships.

15. Barriers to Communication
• People with Communication Limitations – Not everyone is
able to speak clearly or hear well and some people have
disabilities that limit their communication skills.
• Fears – Some people do not receive messages because they
are afraid of what they might hear.
• Distractions – These include random movements, noises, and
comments that keep people from focusing on the main topic.
• Mixed Messages – These messages might cause confusion,
such as a person’s words might send one message, while his
or her body language sends an opposite message.
• Gripes – These are complaints that are a third block to
communication . To make themselves feel better, people
complain.

16. Barriers to Communication
Cont.
• Closed Minds – People who have
closed minds believe their way of
thinking or doing is the only way.
• Prejudice, Stereotypes, and Racism –
• A prejudice is an option formed
without knowledge. Some people hold
prejudices about those who are
different, perhaps because they are
afraid.
• A stereotype is the false belief that all
members of a given group are the
same people.
• Racism is the belief that members of
one race are superior to all other
races.

17. Terms to Know
• Empathy – Process of
seeing things from
another person’s
view.
• Cliques – A narrow,
exclusive group of
people held together
by common interests.
• Mediator – Third
party that helps
resolve conficts.

18. Terms to Know Cont.
• Hazing – A social
groups intentional
infliction of physical
and emotional abuse.
• Bullying – Refers to
infliction of physical,
verbal, or emotional
abuse.
• Sexual Harassment –
Unwelcome sexual
advances, requests for
sexual favors for other
verbal or physical
conduct of sexual
nature.

19. Ways to Improve
Communication
• Think before you speak.
• Listen before responding.
• Keep an open mind.
• Use I-Messages when seeking the
facts.
• Avoid giving mixed messages.
• Recognize different meanings to
your messages.
• Refuse to tell biased jokes or laugh
at those other people tell.
• Practice speaking, writing, and active
listening.