the art of effective communication

1. 1
Chapter 12
Communicating Effectively
• Good communications and
their importance
• Obstacles to good
communication
• Listening
• Directing people at work
• Business
• Meetings

2. 2
Good Communications
and Their Importance
Communications is
a term that sums up
the the sending and
receiving of
messages. It may
take many forms.

3. 3
Types of Communications
• Interpersonal communication
• Organizational communication
• Two-way or open
communication
• Interviewing communication
• Small group communication
• Mass communication

4. 4
The Communication Process
Thinks
meaning of
message
Expresses
meaning in
words or
symbols
Transmits
Message
Receives
Message
Sender
Translates
words or
symbols
Understands
and
accepts
meaning
Receiver

5. 5
The Importance of
Communication
• The major function of a
manager is to send messages.
• Poor communication =
problems.
• The most neglected
communication skill is
listening (receiving).
• A manager must listen to
employees, as well as
customers.

6. 6
Obstacles to Good
Communication
• How Communicators
Affect the Message
• How Symbols Can
Obscure the Meaning
• Problems in Sending
the Message
• Problems in
Receiving the
Message
• Removing Obstacles
to Communication

7. 7
Ways Communicators Affect
the Message
• Differences in background,
education, past experiences, and
intelligence.
• Differences in attitude, opinions,
and values.
• Prejudices.
• Differences in perception.
• Assumptions and expectations.
• Emotions.
• Trust/Distrust.
• Verbal,listening, and reading skills.
• Hearing ability.

8. 8
How Symbols Can Obscure
the Meaning
• Symbols can be words,
pictures, or body language.
• Words are often
misinterpreted due to
vagueness and language
barriers.
• Body language or facial
expressions may not match
the speakers words.
I want to go
HOME!!
Sure I’ll work
overtime!

9. 9
Problems in Sending the Message
• Bad timing
• Not having receivers
attention
• Message is sent to the
wrong person
• Message sent with
wrong means
• Forgot to send
message

10. 10
Problems in Receiving
Messages
• Assumptions,
attitudes, phrasing, etc.
may obscure the
meaning.
• Receiver is
preoccupied or not
interested.
• Message or delivery
triggers a negative
reaction.

11. 11
10 Ways to Remove Communication
Obstacles
1. Build a climate of trust.
2. Send your message clearly and explicitly, take into
account receivers abilities.
3. Send your message at the best time and have the receivers
attention.
4. Send your message to the right person(s).
5. Choose the best means to send your message.
6. Make sure the message is understood, accepted, and acted
upon.
7. LISTEN.
8. Be objective.
9. Avoid slang.
10. Never communicate angry.

12. 12
Listening: Paying complete attention to what people
have to say and hearing them out.
Benefits of good listening:
• Solving problems, relieving tension
• Getting the workers point of view
• Building a positive work climate
• Establishing good relationships
How?
• Active Listening
• Undivided attention
• Hear the person out
• Look for the real message
• Keep emotion out of it
• Maintain your role

13. 13
Bad Listening Practices
• Going off on
tangents
• Reacting
emotionally
• Cutting the speaker
off
• Distractions

14. 14
Directing People at Work: assigning tasks, giving
instructions, telling people how to do things, guiding
and controlling performance.
• Send a clear message: explicit,
specific, and complete.
• Get your message accepted: build
trust, get the interest of the receiver,
make sure the message is
reasonable.
• Make a positive impact. Put
yourself on the employees level, talk
to them person to person.
• Follow the steps for giving
instructions.

15. 15
Steps for Giving Instructions
Step 1: Plan what your
going to say, to whom,
when, and where.
Step 2: Establish a climate
of acceptance.
Step 3:Delivery instructions
calmly and confidently.
Step 4: Verify
understanding.
Step 5: Follow up: observe,
check, assist, and
evaluate your
instructions.

16. 16
Communication Zones: zones of
comfortable communication
• Personal space: 2-3 ft.
• Social distance: 4-7 ft.
• Public distance:7-25 ft.

17. 17
Business Writing: Common Pitfalls
• Too long, too wordy
• Too vague
• Too much jargon
• Poorly organized
• Purpose not clear
• Sloppy: misspelling,
incorrect grammar
• Too negative
• Indirect

18. 18
Tips for Better Business Writing
• Pay attention to who the reader will be,
write from their perspective.
• Organize your thoughts.
• Use simple words.
• Get to the point quickly.
• Be positive.
• Be natural, write as if you were talking.
• Write clearly.
• Show benefits.
• Keep it short.
• Always check your document for
mistakes.

19. 19
Meetings: Make them effective.
• Be prepared: use an agenda.
• Start on time: review agenda.
• Summarize and move on.
• Keep discussion focused.
• Keep meeting minutes.
• Have some rules of order.
• Handle differences of opinion
with respect.

20. 20
Communicating Effectively
A Guide to Building Healthy Relationships
Chapter 11

21. 21
Today’s Presentation:
• Presented by:
– Barika Bridges
– Erika Everett
– William Pokorny
– Raque’l Smith
– Lindsay West
• Today’s Target Audience is Young Men
– Ages 18-25

22. 22
Listening vs. Hearing
• Listening:
• Clarifying what the
person is saying and
asking how he/she
feels. Ask questions to
understand more fully
what is being said.
Retained
30%
Lost
70%
Retained
Lost
Hearing:
The average listener
correctly understands
and properly retains
only 30% of what he
or she hears.

23. 23
The Role of Communication
• Communication is:
– An essential component of
any relationship
– Vital for relationship
maintenance
– A Difficult skill to master
• Can lead to conflict
• Can also lead to stronger
relationships

24. 24
Men and Communication
• Most men lack adequate
communication skills
• Exposed at an early age to
society’s masculine image
– Encourages men to “hide” emotions
– Unable to “open up,” due to the risk of corrupting
the “macho” image

25. 25
Men and Communication
• Such an ego results in:
– Lacking the skills necessary to
communicate effectively
– Lacking the skills necessary to
successfully understand non-verbal
messages
– Lacking the skills necessary to successfully interpret
non-verbal messages

26. 26
Men and Communication
• Is employed by sending messages that are interpreted
correctly, and correctly interpreting messages that you
receive

27. 27
How To Effectively Communicate
• Maintain Realistic Expectations
• Try not to project a tough/superior image
• Avoid Prejudice

28. 28
What Not To Do…

29. 29
What Not To Do…..
• Communicative barriers you might
encounter:
– Antagonistic messages
– Jumping to conclusions
– Not paying attention
• i.e. thinking to yourself while someone is
talking

30. 30
Group Activity #1

31. 31
Maslow’s Hierarchy of Needs
• Love
• Belongingness
• Safety
• Security
• Value
• Recognition

32. 32
“Agree to Disagree”
• It is sometimes difficult to reach agreement during
a conversation
– Give your partner time to speak
– Use “I” messages
• Negative consequences:
• Blame
• Take it personally
– Stick to the subject
– Keep a friendly tone

33. 33
Group Activity #2

34. 34
Verbal Messages
• Face-to-Face interactions
• Telephone calls
• E-mail
• Letters
• Poetry
• Cards
• Etc.

35. 35
Non-Verbal Messages
• Gestures:
– Shaking your head
– Shrugging your shoulders
– Turning your back
– Sucking your teeth

36. 36
Non-Verbal Messages
• Facial expressions:
– Disappointment
– Surprised
– Raised eyebrows
– Confusion

37. 37
Non-Verbal Messages
• Behaviors
– Isolation
– Negligence
– Denial

38. 38
Group Activity #3

39. 39
Suitable Situations
• Effective communication can be applied:
– On deciding where to go on a date
– On getting to know your partners likes and
dislikes
– On allowing your partner to maintain
friendships with people of the opposite sex

40. 40
Suitable Situations
• Effective communication can be applied:
– To talk to express what you expect of your
partner and vice versa
– When discussing sexual history and beliefs of
contraceptives

41. 41
Group Activity #4

42. 42
Discussion….
• Any Questions?