Improving Communication Skills: Key Elements and Importance

Basic communication skills Prof. Jasim N. Al-Asadi 2018 - 2019

Definition Communication is an interaction between two or more persons that involves the exchange of information between a sender and a receiver . It involves the expression of emotions, ideas, and thoughts through verbal and non-verbal signals. Communication has been derived from the Latin word "communis", meaning to share.

Communication- Meaning Communication is a dynamic process through this process we convey a thought or feeling to someone else. how it is received depends on a set of events, stimuli, that person is exposed to. how you say, what you say plays an important role in communication.

Therapeutic Communication? An application of the process of communication to promote the well-being of the client

What is a Skill? Skill is defined as a learned power of doing something competently. It is a developed aptitude or ability. 5

Essential Skills Active listening Clarifying Comforting Focusing Genuineness Informing Interviewing Paraphrasing Reflecting Restating Summarizing Suggesting Therapeutic silence Open-ended statements and questions

Language Skills Receptive Skills Listening Reading Productive Skills Speaking Writing 7

The Communication Process Medium Barrier SENDER (encodes) RECEIVER (decodes) Barrier Feedback/Response

WHY COMMUNICATIONS SKILLS ARE SO IMPORTANT ? The purpose of communication is to get your message across to others. This is a process that involves both the sender of the message and the receiver. There is always a room for error, with messages often misinterpreted by one or more of the parties involved. This causes unnecessary confusion productivity. and counter

WHY COMMUNICATIONS SKILLS ARE SO IMPORTANT ? Communication barriers can occur at every stage of the communication process (which consist of: sender, message, channel, receiver, feedback and context ) and have the potential to create misunderstanding and confusion.

WAYS OF COMMUNICATION VERBAL Intra verbal: intonation of word and sound Extra verbal: implication of words and phrases, semantics NON-VERBAL Gestures Postures Movements SYMBOLIC

MEDIA (MEANS) OF COMMUNICATION Written Communication Oral Communication Face-to-face Communication Visual Communication Audio-Visual Communication Computer based Communication Silence

TOTAL COMMUNICATION PROCESS Writing 9% Speaking 30% Reading 16% Listening 45%

Communication Flow

Types (Direction) of Communication Downward Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform, to offer feed back, approval, to highlight problems etc. Upward Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Among colleagues, peers at same Communication: level of information sharing for coordination, to save time

Styles of Communication Agressive communication Submissive communication Assertive communication 16

COMMUNICATION STYLES Passive (submissive) Hesitates, apologizes, gives in or says nothing. Makes little eye contact, frowns. Speaks in a shy or timid voice, or mumbles.

COMMUNICATION STYLES Aggressive Interrupts, exaggerates, blames, makes demands; uses sarcasm. Makes glaring eye contact. Yells, swears, calls names, clenches fist. Ignores feelings of others.

COMMUNICATION STYLES Passive-Aggressive Initially apologizes, then makes plan to get even. Avoids eye contact. Expresses anger through body language or actions (e.g. facial expression or slamming a door) instead of through words. Ignores the problem for the present but there may be an argument later.

COMMUNICATION STYLES Assertive Speaks clearly and firmly using statements. Shows respect for self and for others. Makes steady eye contact. Uses an upright confident body posture and a pleasant, firm voice.

TO BE ASSERTIVE MEANS... You express your feelings and your rights clearly. You act in your own best interests but still consider the needs and rights of others. You develop trust and equality in your relationships. You ask for help when you need it.

Barriers in Communication (that have to do with the COMMUNICATOR) Unwillingness to say things differently Unwillingness to relate to others differently Unwillingness to learn new approaches Lack of self-confidence Lack of Enthusiasm (interest) Voice quality Prejudice

Barriers in Communication (that have to do with the COMMUNICATOR) Disagreement between verbal and non-verbal messages Negative self image Lack of feedback Lack of motivation and training Language and vocabulary Level Lack of self awareness

Barriers in Communication (that have to do with the RECEIVER) Selective perception Unwillingness to change Lack of interest in the Topic/Subject Prejudice & Belief system Rebuttal instincts Personal value system Here-and-Now internal & external factors

External Barriers in Communication Environment The venue (setting) The effect of noise Temperature in the room Other People Status, Education Time

4 Levels of Listening The Non-Listener The Marginal Listener The Evaluative Listener The Active Listener

Improving Listening Skills By not being Preoccupied Being Open Minded & Non Defensive Minimizing Interruptions Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. By asking questions

COMMUNICATION 7% WORDS Words are only labels and the listeners put their own interpretation on speakers words 38% PARALINGUISTIC The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE What a speaker looks like while delivering a message affects the listener s understanding most.

TYPES OF BODY LANGUAGE Remember that you are dealing with PEOPLE (P)OSTURES & GESTURES How do you use hand gestures? Stance? (E)YE CONTACT How s your Lighthouse ? (O)RIENTATION How do you position yourself? (P)RESENTATION How do you deliver your message? (L)OOKS Are your looks, appearance, dress important? (E)XPRESSIONS OF EMOTION Are you using facial expressions to express emotion?

Recap- Important Details Be calm and collected at all times Be loud enough to be easily heard Use words with accurate diction & correct pronunciation Speak slowly and make use of pauses to stress important ideas 30

Characteristics of effective communications Effective communication requires the message to be: Clear and concise Accurate Relevant to the needs of the receiver Timely Meaningful Applicable to the situation

Characteristics of effective communications Effective communication requires the sender to: Know the subject well Be interested in the subject Know the audience members and establish a rapport with them Speak at the level of the receiver Choose an appropriate communication channel

Characteristics of effective communications The channel should be: Appropriate Affordable Appealing (Attractive)

Characteristics of effective communications The receiver should: Be aware, interested, and willing to accept the message Listen attentively Understand the value of the message Provide feedback

Characteristics of effective communicator An effective nonverbal communicator: Relaxes Opens up Leans toward the other person Establishes eye contact Shows appropriate facial expressions An effective verbal communicator: Clarifies Listens Encourages empathically Acknowledges Restates/repeats