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Communication: The Essential Skill Human Relations Human Relations

Communication: The Essential Skill

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Human Relations. Communication: The Essential Skill. What is communication?. Human Relations. The process by which we exchange information through a common system of symbols, signs, or behavior. Why do we study communication?. Human Relations. - PowerPoint PPT Presentation

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Page 1: Communication:  The Essential Skill

Communication: The Essential

Skill

Communication: The Essential

Skill

Human RelationsHuman Relations

Page 2: Communication:  The Essential Skill

What is communication?What is communication?

The process by which we exchange The process by which we exchange information through a common information through a common

system of symbols, signs, or system of symbols, signs, or behavior.behavior.

The process by which we exchange The process by which we exchange information through a common information through a common

system of symbols, signs, or system of symbols, signs, or behavior.behavior.

Human RelationsHuman Relations

Page 3: Communication:  The Essential Skill

Why do we study communication?Why do we study communication?

Because managers and Because managers and employees are communicators.employees are communicators.

Because managers and Because managers and employees are communicators.employees are communicators.

Human RelationsHuman Relations

Page 4: Communication:  The Essential Skill

Can we ever Can we ever notnot communicate? communicate?

Human RelationsHuman Relations

ListeningListening

Reading/Reading/SeeingSeeing

Body Body LanguageLanguage

ListeningListening

Reading/Reading/SeeingSeeing

Body Body LanguageLanguage

Page 5: Communication:  The Essential Skill

A Model of the Communication ProcessA Model of the Communication Process

SENDER RECEIVER

Message encoded

Message decodedMessage

FeedbackFeedback decoded

“Noise”: culture, values, traditions.

Feedback encoded

Frame of Reference Frame of Reference

Page 6: Communication:  The Essential Skill

The Importance of FeedbackThe Importance of Feedback

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When Face to Face:When Face to Face:

Ask questions to Ask questions to determine if you have determine if you have been understood.been understood.

Ask the receiver to Ask the receiver to restate what you have restate what you have said.said.

Watch for signs of Watch for signs of understanding – understanding – nodding; frowning.nodding; frowning.

When Face to Face:When Face to Face:

Ask questions to Ask questions to determine if you have determine if you have been understood.been understood.

Ask the receiver to Ask the receiver to restate what you have restate what you have said.said.

Watch for signs of Watch for signs of understanding – understanding – nodding; frowning.nodding; frowning.

Not Face to Face:Not Face to Face:

Request a written Request a written answer to a written answer to a written message.message.

Ask when the reply Ask when the reply will will be coming.be coming.

Persist until a Persist until a response response is is received from the received from the receiver.receiver.

Not Face to Face:Not Face to Face:

Request a written Request a written answer to a written answer to a written message.message.

Ask when the reply Ask when the reply will will be coming.be coming.

Persist until a Persist until a response response is is received from the received from the receiver.receiver.

Page 7: Communication:  The Essential Skill

Barriers to CommunicationBarriers to Communication

Human RelationsHuman Relations

•SensesSenses

•SemanticsSemantics

•EmotionsEmotions

•ExpectationsExpectations

•PersonalityPersonality

•SensesSenses

•SemanticsSemantics

•EmotionsEmotions

•ExpectationsExpectations

•PersonalityPersonality

•PrejudicePrejudice

•ChangesChanges

•Poor Poor organizationorganization

•Info OverloadInfo Overload

•Poor ListeningPoor Listening

•PrejudicePrejudice

•ChangesChanges

•Poor Poor organizationorganization

•Info OverloadInfo Overload

•Poor ListeningPoor Listening

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Ten Keys to Effective ListeningTen Keys to Effective Listening

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Improving Verbal CommunicationImproving Verbal Communication

Human RelationsHuman Relations

•VoiceVoice

•Word ChoiceWord Choice

•““I” PhrasesI” Phrases

•Follow upFollow up

•VoiceVoice

•Word ChoiceWord Choice

•““I” PhrasesI” Phrases

•Follow upFollow up

•Speak upSpeak up

•Choose the right Choose the right levellevel

•DiscretionDiscretion

•Speak upSpeak up

•Choose the right Choose the right levellevel

•DiscretionDiscretion

Page 10: Communication:  The Essential Skill

Improving Written CommunicationImproving Written Communication

Human RelationsHuman Relations

Sentence Sentence LengthLength

WordinessWordiness

OrganizationOrganization

Appropriate Appropriate ToneTone

Clearly Stated Clearly Stated PurposePurpose

Sentence Sentence LengthLength

WordinessWordiness

OrganizationOrganization

Appropriate Appropriate ToneTone

Clearly Stated Clearly Stated PurposePurpose

CompleteComplete

ConciseConcise

CorrectCorrect

ClearClear

CompleteComplete

ConciseConcise

CorrectCorrect

ClearClear

Page 11: Communication:  The Essential Skill

Nonverbal CommunicationNonverbal Communication

• Messages sent through human actions and Messages sent through human actions and behavior rather through words.behavior rather through words.

• Most nonverbal communication is unconscious Most nonverbal communication is unconscious or subconscious.or subconscious.

• Occurs mostly face-to-face.Occurs mostly face-to-face.• Three factors in message interpretation. Three factors in message interpretation.

Verbal Impact: 7 percent.Verbal Impact: 7 percent. Vocal Impact: 38 percent.Vocal Impact: 38 percent. Facial Impact: 55 percent.Facial Impact: 55 percent.

• Messages sent through human actions and Messages sent through human actions and behavior rather through words.behavior rather through words.

• Most nonverbal communication is unconscious Most nonverbal communication is unconscious or subconscious.or subconscious.

• Occurs mostly face-to-face.Occurs mostly face-to-face.• Three factors in message interpretation. Three factors in message interpretation.

Verbal Impact: 7 percent.Verbal Impact: 7 percent. Vocal Impact: 38 percent.Vocal Impact: 38 percent. Facial Impact: 55 percent.Facial Impact: 55 percent.

Page 12: Communication:  The Essential Skill

The Ability to Manage Communication Dimensions

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Selling Without Words (Nonverbal Communication)

Body LanguageBody Language• Includes facial expressions, shifts in posture Includes facial expressions, shifts in posture

and stance, and movement of body limbs.and stance, and movement of body limbs.

• Warning signals that the listener is either not Warning signals that the listener is either not understanding or not accepting the message:understanding or not accepting the message:Rubbing the noseRubbing the noseResting the head in the hands with elbows Resting the head in the hands with elbows

on the deskon the deskFinger under collar or rubbing back of neckFinger under collar or rubbing back of neckCrossed arms or legsCrossed arms or legsPulling the earPulling the earLeaning back in chair with hands on headLeaning back in chair with hands on head

Body LanguageBody Language• Includes facial expressions, shifts in posture Includes facial expressions, shifts in posture

and stance, and movement of body limbs.and stance, and movement of body limbs.

• Warning signals that the listener is either not Warning signals that the listener is either not understanding or not accepting the message:understanding or not accepting the message:Rubbing the noseRubbing the noseResting the head in the hands with elbows Resting the head in the hands with elbows

on the deskon the deskFinger under collar or rubbing back of neckFinger under collar or rubbing back of neckCrossed arms or legsCrossed arms or legsPulling the earPulling the earLeaning back in chair with hands on headLeaning back in chair with hands on head

Human RelationsHuman RelationsVisual Communication Expresses a Person’s Visual Communication Expresses a Person’s

Feelings and EmotionsFeelings and Emotions

Page 14: Communication:  The Essential Skill

Nonverbal CommunicationNonverbal Communication

• http://members.aol.com/nonverbal2/entries.htm#Entries

• http://members.aol.com/nonverbal2/entries.htm#Entries

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Page 21: Communication:  The Essential Skill

Dutch Soccer Supporter

Page 22: Communication:  The Essential Skill

Proxemics: The physical distance individuals prefer to maintain between themselves and others.

It is best to carefully test for the listener’s comfort It is best to carefully test for the listener’s comfort zone. zone.

Four to twelve feet could be a good distance in which Four to twelve feet could be a good distance in which to begin a conversation.to begin a conversation.

Successful communicators move closer when listener Successful communicators move closer when listener appears to be in agreement.appears to be in agreement.

Comfort zones tend to change with sex, status, or age.Comfort zones tend to change with sex, status, or age.

The closest zone should be entered only by invitation The closest zone should be entered only by invitation or during a handshake.or during a handshake.

It is best to carefully test for the listener’s comfort It is best to carefully test for the listener’s comfort zone. zone.

Four to twelve feet could be a good distance in which Four to twelve feet could be a good distance in which to begin a conversation.to begin a conversation.

Successful communicators move closer when listener Successful communicators move closer when listener appears to be in agreement.appears to be in agreement.

Comfort zones tend to change with sex, status, or age.Comfort zones tend to change with sex, status, or age.

The closest zone should be entered only by invitation The closest zone should be entered only by invitation or during a handshake.or during a handshake.

Human RelationsHuman Relations

Page 23: Communication:  The Essential Skill

A Continuum of Channel RichnessA Continuum of Channel Richness

Memos, lettersMemos, lettersMemos, lettersMemos, letters TelephoneTelephoneTelephoneTelephone

Face-to-faceFace-to-face talktalk

Face-to-faceFace-to-face talktalk

Electronic mailElectronic mailElectronic mailElectronic mail

Formal reports,Formal reports,bulletinsbulletins

Formal reports,Formal reports,bulletinsbulletins

Low channel richness High channel richnessHigh channel richness

AdvantagesAdvantages Provides record Provides record Premeditated Premeditated Easily Easily disseminateddisseminated

DisadvantagesDisadvantages Impersonal Impersonal One-way One-way Slow feedbackSlow feedback

Advantages Advantages Personal Two-way Personal Two-way Fast feedbackFast feedback

Disadvantages Disadvantages No record No record Spontaneous Spontaneous Dissemination Dissemination hardhard