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Similar to Unit 1 Self-Awareness
Unit 1 Self-Awareness
- 1. COMMUNICATION KNOW HOW UNIT 1:SELF-AWARENESS
- 2. WHAT IS COMMUNICATION? Communicationis the process by which information is presented by the sender and heard by the listener. Without the receiver or listener the process is not complete.
- 3. SIGNS OF COMMUNICATIONFAILURE • Yelling, Arguing, Fighting • Loss Of Employment • Loss Of Family / Social Relationships • Domestic Violence By learning how to communicate more effectively it is possible to improve your relationships and your quality of life. The first step is to identify the parts of communication.
- 4. COMMUNICATION = VERBAL+ NON-VERBAL . The verbal message is only 7% of the entire message! Non-verbal cues are 93% of your total message. This would be body language, tone of voice, vocal quality, inflection and proximity to speaker. If you are entering into the receivers personal space they will most likely believe you are acting in an aggressive manner. This is why it is so important to be aware of your body language and how it is effecting their overall message when trying to explain or resolve a problem. What you say does not matter as much as how you are saying it.
- 5. STYLES OF COMMUNICATION.... Itis important that you are aware of the how you are delivering your message. There are three general styles which are passive, aggressive and assertive communication. Lets look at the differences.
- 6. PASSIVE COMMUNICATION IS.... Passive communication is a style of communication where the sender is reluctant or unwilling to express opinions or feelings due to fear of rejection or friction with the receiver. This sender shows respect for the receivers views but demands absolutely no respect for the sender. The sender maintains boundaries, however, this may allow the sender to impose on the senders boundaries.
- 7. AGGRESSIVE COMMUNICATION IS.... Aggressive communication is a style of communication where the sender is forceful about the message. They often encroach on the receiver’s boundaries and utilize angry and powerful words. They are willing to do whatever it takes to ensure the conversation and their message is heard and accepted. This is an example where the sender does not respect the response of the receiver and is not willing to consider any information presented to persuade them.
- 8. ASSERTIVE COMMUNICATION IS.... Assertive communication is a style of communication where the sender and the receiver’s points of view are respected. The sender allows others to have their own point of view and will consider information presented by the receiver. During this style boundaries are respected and the sender can express ideas without feeling the need to intimidate the receiver or worry about what the receiver will think about the message. ASSERTIVE COMMUNICATION can be very effective when resolving conflict and problems. •
- 9. THE BEHAVIOR ASSOCIATEDWITH EACH COMMUNICATION STYLE… PASSIVE AGGRESSIVE ASSERTIVE Keep quiet. Don’t say what you feel, need, or want. Put yourself down frequently. Apologize when you express yourself. Deny that you disagree with others or feel differently. Express your feelings and wants as though any other view is unreasonable or stupid. Dismiss, ignore, or insult the needs, wants, and opinions of others. Express your needs, wants, and feelings directly and honestly. Don’t assume you are correct or that everyone will feel the same way. Allow others to hold other views without dismissing or insulting them. (Paterson, 2000)
- 10. WHAT NONVERBAL BEHAVIORLOOKS LIKE FOR EACH COMMUNICATION STYLE… PASSIVE AGGRESSIVE ASSERTIVE Make yourself small. Look down, hunch your shoulders, avoid eye contact. Speak softly. Make yourself large and threatening. Eye contact is fixed and penetrating. Voice is loud, perhaps shouting. Body is relaxed, movements are casual. Eye contact is frequent, but not glaring. (Paterson, 2000)
- 11. THE GOAL OFEACH COMMUNICATION STYLE… PASSIVE AGGRESSIVE ASSERTIVE Avoid conflict. Please others at any expense to yourself. Give others control over you. Win at any expense to others. Gain control over them. Both you and others keep your self-respect. Express yourself without having to will all the time. No one controls anyone else. (Paterson, 2000)
- 12. THE BELIEFS HELDWHEN USING A COMMUNICATION STYLE… PASSIVE AGGRESSIVE ASSERTIVE Other’s needs are more important than yours. They have rights, you don’t. Their contributions are valuable. Yours are worthless. Your needs are more important and more justified than theirs. You have rights, they don’t. Your contributions are valuable. Theirs are silly, wrong, or worthless. Your needs and those of others are equally important. You have equal rights to express yourselves. You both have something valuable to contribute. You are responsible for your behavior. (Paterson, 2000)
- 13. THE EMOTIONS EXPERIENCEDWITH EACH COMMUNICATION STYLE… PASSIVE AGGRESSIVE ASSERTIVE Fear of rejection. Helplessness, frustration, and anger. Resentment toward others who “use” you. Reduced self- respect. Angry or powerful at the time, and victorious when you win. Afterward: remorse, guilt, or self- hatred for hurting others. You feel positive about yourself and the way you treat others. Self-esteem rises. (Paterson, 2000)
- 14. COMMUNICATION STYLE EXAMPLE Youare training a new employee on how to interact with customers. The new employee has failed to greet the customer who walked through the door. To make things worse she proceeded to take a call on her cellphone rather than help the customer who was standing in front of her. Your position as trainer and supervisor is dependent on your ability to provide excellent customer service to all customers who enter the store. You realize that this employee’s behavior could effect your upcoming evaluation. How would you respond?
- 15. HOW WOULD YOUHANDLE IT?? As the trainer you could respond in a… Passive manner: “it would be great it you could greet and assist customers as soon as possible when they come into the store.” Aggressive manner: “ what were you thinking? If you can’t wait on customers then you should find another job.” Assertive manner: “as a company we do not allow cellphones in the office as they interfere with our ability to assist customers. When a customer comes into the store they should immediately have your full attention and feel welcome when you greet them.”