Notesale: Turn your study into money

Document Preview

Extracts from the notes are below, to see the PDF you'll receive please use the links above

---

EFFECTIVE COMMUNICATION:
GUIDELINES & PROCEDURES

GEORGINA MUSEMBI

1

Contents
CHAPTER ONE: INTRODUCTION
...
3
CHAPTER THREE: FACTORS AFFECTING COMMUNICATION
...
9
CHAPTER FIVE: VERBAL COMMUNICATION
...
11
CHAPTER SEVEN: WRITTEN COMMUNICATION
...
18
CHAPTER NINE: EFFECTIVE COMMUNICATION
...
36

2

CHAPTER ONE: INTRODUCTION
Communication is the imparting or exchanging of information by speaking, writing, or
using some other medium, the successful conveying or sharing of ideas and feelings
...
The term requires an element of success in transmitting or imparting a
message, whether information, ideas, or emotions
...

Communication is a learned skill
...
Very often, we take the ease with which we
communicate with each other for granted, so much so that we sometimes forget how
complex the communication process actually is
...


3

The sender ‘encodes’ the message, usually in a mixture of words and non-verbal
communication
...

Of course, there may be more than one recipient, and the complexity of communication
means that each one may receive a slightly different message
...
It is also possible
that neither of them will have quite the same understanding as to the sender
...
The
two roles will pass back and forwards between two people talking
...
In written communication, however, the sender
and recipient are more distinct
...


A message is only considered successfully communicated when both the sender and the
receiver perceive and understand it in the same way
...

Communication process:

CHAPTER THREE: FACTORS AFFECTING COMMUNICATION
Effective communication is a two-way process but there are a number of factors which
may disrupt this process and affect the overall interpretation and understanding of
what was communicated
...
These can relate to any of the elements involved: the sender,
message, channel, receiver, feedback, and context
...

Below are some possible problem areas that may turn out to be barriers to effective
communication:
a) Status/Role
5

The sender and receiver of a message may be of equal status within a hierarchy
(e
...
managers in an organization) or they may be at different levels (e
...

manager/employee, lecturer/student, business owner/clients)
...

b) Cultural Differences
Cultural differences, both within or outside the organization (for example, interdepartmental dealings and communication with outside organizations or ethnic
minorities) may impede the communication process
...
Sending messages via inappropriate channels
can send out wrong signals and end up creating confusion
...
You need to
be sure that it serves the purpose and is appropriate for the receiver
...

The same goes for inappropriate punctuation
...
You may need to use
hearing aids, sign language, magnifying systems, and symbols to alleviate
problems caused by disabilities
...
A known receiver may be
better able to understand your message despite having insufficient information
as both of you probably has common experiences and shared schemata
...

h) Individual Perceptions/Attitudes/Personalities
Sometimes, the method of communication needs to take into consideration the
receiver's personality traits, age, and preferred style
...
Is the receiver of your message a visual, auditory, or
kinesthetic sort of person? How do you think they will react to your message?
Can you adapt your communication style to suit theirs?
i) Atmosphere/Noise/Distraction
Our surroundings can sometimes pose as barriers to effective communication
...

j) Clarity of Message
Is the message conveyed in a clear or ambiguous manner?
k) Lack of Feedback
Feedback is important as it enables confirmation of understanding to be made by
both parties
...

When choosing the most appropriate channel of communication, you should heed the
following:
a) Consider all aspects of the communication process (interpretation,
understanding, feedback)
...

c) Evaluate the complexity of the message and decide how it might be best
conveyed
...




Why? - Purpose of communication
...




How? - Oral, written, visual or a combination of all three
...

8



When? - Timing/time limit/expected response time
...
Is
communication via face-to-face interaction, telephone, letter, e-mail, memo or a
report?
f) Decisions about the most appropriate channel of communication also depend on
factors such as cost, time, confidentiality, convention, urgency and whether
written documentation is required
...

(3) Written communication, in which you read their meaning;
(4) Visual communication: graphs and charts, maps, logos, and other visualizations
can all communicate messages
...
These words may be both
spoken and written
...
Stories can help clarify key values and help
demonstrate how things are done within an organization, and story frequency,
strength, and tone are related to higher organizational commitment (McCarthy, 2008)
...
al
...
Stories can serve to reinforce and perpetuate an
organization’s culture, part of the organizing P-O-L-C function
...
Examples of
high-stakes communication events include asking for a raise or presenting a business
plan to a venture capitalist
...
al
...
One of the most consistent recommendations from communications experts is to
work toward using “and” instead of “but” as you communicate under these
circumstances
...

10

Verbal communication makes the process of conveying thoughts easier and faster, and
it remains the most successful form of communication
...

CHAPTER SIX: NON-VERBAL COMMUNICATION
Nonverbal communication entails communicating by sending and receiving wordless
messages
...

What you say is a vital part of any communication
...
Research also shows that 55% of in-person communication comes from
nonverbal cues like facial expressions, body stance, and tone of voice
...

Research shows that nonverbal cues can also affect whether you get a job offer
...
They watched the rate of gesturing, time spent
talking, and formality of dress to determine which candidates would be the most
successful socially on the job (Gifford, et
...
, 1985)
...
The muscles of our faces
convey our emotions
...
A change in facial expression can
change our emotional state
...
Adopting a smile
(even if we’re feeling stressed) can reduce the body’s stress levels
...
Research shows that when individuals are
lying, they are more likely to blink more frequently, shift their weight, and shrug
(Siegman, 1985)
...
A different tone can change the
perceived meaning of a message demonstrates how clearly this can be true, whether in
verbal or written communication
...
Now you can see how changing one’s tone of voice
or writing can incite or defuse a misunderstanding
...

•

Body Language

A simple rule of thumb is that simplicity, directness, and warmth convey sincerity
...
A firm handshake, given with a warm, dry
hand, is a great way to establish trust
...
Gnawing one’s lip conveys uncertainty
...

•

Eye Contact

In business, the style and duration of eye contact considered appropriate vary greatly
across cultures
...

•

Facial Expressions

The human face can produce thousands of different expressions
...
al
...
Our faces convey basic information to the outside world
...
Flitting (“shifty”) eyes and pursed lips convey a lack
of trustworthiness
...
Our
brains may register them as “a feeling” about someone’s character
...
Head up,
back straight (but not rigid) implies an upright character
...


13

The subtle repetition of the other person’s posture conveys that we are listening and
responding
...
In
Mexico, when doing business, men may find themselves being grasped on the arm by
another man
...
In Indonesia, to touch anyone on the head or
touch anything with one’s foot is considered highly offensive
...
” Americans, as we have noted, place great value in a firm
handshake
...

•

Space

Anthropologist Edward T
...
These distances vary between cultures
...


14

Interpersonal Distances:

Standing too far away from a colleague (such as a public speaking distance of more
than seven feet) or too close to a colleague (intimate distance for embracing) can thwart
an effective verbal communication in business
...
This includes voice quality, intonation, pitch, stress,
emotion, tone, and style of speaking, and communicates approval, interest or the lack of
it
...

Other forms of nonverbal communication usually communicate one’s personality
...




The appearance or the style of dressing and grooming, which communicates
one’s personality
...




Symbols such as religious, status, or ego-building symbols
...
It is also the presentation of ideas in a coherent manner in
written form
...
This type of communication is
indispensable for formal business communications and issuing legal instructions
...
The effectiveness of written communication depends on the writing style,
grammar, vocabulary, and clarity
...
In written communication, however, information is exchanged using written
symbols, that is, via words and sentences
...
In order to communicate effectively via writing, you need to have a sound
grounding in grammar and vocabulary so that you can present ideas, together with
supporting details, in a unified and coherent manner
...
It should
contain comprehensive information about a specific subject and yet be clear, correct and
easy to read
...


The pitfalls to avoid in written communication are using confusing language, verbosity,
poor sentence structure, and information overload
...

Visual

communication

with

graphs

and

charts

usually

reinforces

written

communication, and can in many cases replace written communication altogether
...
Technological developments have made expressing visual communications
much easier than before
...
Visual aids are essential because
they help the audience understand the information being put across
...
There are different types of
visual communications used in business and they all depend on the use of visual aids
...

The visual aids range from making PowerPoint presentations to fliers and handouts
...

Different Types of Visual Communication:

18

•

Objects

This is used especially in instances where you are talking about a mobile object
...
It is a suitable visual aid because the audience
being addressed can clearly see exactly what you are talking about
...

The advantage of this is the object that you are speaking about is often the center of
discussion
...

The disadvantage is some objects are just impossible to get on the stage due to their size
or immobility
...
They represent the
object on a much smaller scale especially for an object that is too large or largely
immobile
...

The advantage is the models can serve as perfect representations of objects that are
impractical for the speaker to bring on stage with them
...

19

The disadvantage of models is they may not represent the actual object accurately as the
proportions may be off
...

•

Graphs

Graphs are an important visual aid when showing the relationship between two
different quantities
...

The major advantage is the graph allows the audience to fully comprehend the
differences in quantities as opposed to just stating them verbally
...

The biggest disadvantage with graphs is they can easily get crowded by inputting a lot
of information in them
...

•

Maps

In a geography speech, a map would be the most suitable item to use
...
This makes the
audience know exactly where the speaker is referring to
...
A map, for example, can be used to show the locations
of all the hospitals in an area or the number of people with STIs in a certain region
...
They will simply
become distracted
...
For example in giving a
talk about slums, pictures about the slums can give an accurate description of the slum
life
...

These are the platforms on which visual aids can be projected
...
They include:
i
...


Poster boards for posters;

iii
...


Projectors;

v
...


Visual communication is the most effective means of communication as it involves
vision
...
The most

21

important aspect of visual communication is visual aids that increase comprehension of
the subject matter
...
It’s about
understanding the emotion and intentions behind the information
...

More than just the words you use, effective communication combines a set of 4 skills:
1
...
Nonverbal communication
3
...
Asserting yourself in a respectful way
While these are learned skills, communication is more effective when it becomes
spontaneous rather than formulaic
...
Of
course, it takes time and effort to develop these skills
...

Common barriers to effective communication include:
I
...

22

When you’re stressed or emotionally overwhelmed, you’re more likely to
misread other people, send confusing or off-putting nonverbal signals, and lapse
into unhealthy knee-jerk patterns of behavior
...

II
...

You can’t communicate effectively when you’re multitasking
...
To communicate
effectively, you need to avoid distractions and stay focused
...


Inconsistent body language
...

If you say one thing, but your body language says something else, your listener
will likely feel that you’re being dishonest
...


IV
...

If you disagree with or dislike what’s being said, you might use negative body
language to rebuff the other person’s message, such as crossing your arms,
avoiding eye contact, or tapping your feet
...


23

Effective communication skill 1: Become an engaged listener
When communicating with others, we often focus on what we should say
...
Listening well
means not just understanding the words or the information being communicated, but
also understanding the emotions the speaker is trying to convey
...
When you
really listen—when you’re engaged with what’s being said—you’ll hear the subtle
intonations in someone’s voice that tell you how that person is feeling and the emotions
they’re trying to communicate
...

By communicating in this way, you’ll also experience a process that lowers stress and
supports physical and emotional well-being
...
Similarly, if the person
is agitated, you can help calm them by listening in an attentive way and making the
person feel understood
...
If it doesn’t, try the following tips
...


24

Tips for becoming an engaged listener:
•

Focus fully on the speaker
...
You need to
stay focused on the moment-to-moment experience in order to pick up the subtle
nuances and important nonverbal cues in a conversation
...


•

Favor your right ear
...

Since the left side of the brain is connected to the right side of the body, favoring
your right ear can help you better detect the emotional nuances of what someone
is saying
...
By
saying something like, “If you think that’s bad, let me tell you what happened to
me
...
You can’t
concentrate on what someone’s saying if you’re forming what you’re going to
say next
...


•

Show your interest in what’s being said
...
Encourage the speaker to
continue with small verbal comments like "yes" or "uh huh
...
In order to communicate effectively with someone,
you don’t have to like them or agree with their ideas, values, or opinions
...
The most difficult communication,
when successfully executed, can often lead to an unlikely connection with
someone
...
If there seems to be a disconnect, reflect what has been said by
paraphrasing
...
Don’t simply repeat what the speaker has said verbatim,
though—you’ll sound insincere or unintelligent
...
Ask questions to clarify certain points: “What do
you mean when you say…” or “Is this what you mean?”

•

Hear the emotion behind the words:
It’s the higher frequencies of human speech that impart emotion
...
You can do this by singing, playing a wind
instrument, or listening to certain types of high-frequency music (a Mozart
symphony or violin concerto, for example, rather than low-frequency rock, pop,
or hip-hop)
...
Nonverbal communication, or body language,
includes facial expressions, body movement and gestures, eye contact, posture, the tone
of your voice, and even your muscle tension and breathing
...



You can enhance effective communication by using open body language—arms
uncrossed, standing with an open stance or sitting on the edge of your seat, and
maintaining eye contact with the person you’re talking to
...


Improve how you read nonverbal communication:
•

Be aware of individual differences
...
An American teen, a grieving widow, and an Asian
businessman, for example, are likely to use nonverbal signals differently
...
Don’t read too much into a
single gesture or nonverbal cue
...
Anyone can slip up
occasionally and let eye contact go, for example, or briefly cross their arms
without meaning to
...


Improve how you deliver nonverbal communication:
•

Use nonverbal signals that match up with your words rather than contradict
them
...
For example,
sitting with your arms crossed and shaking your head doesn’t match words
telling the other person that you agree with what they’re saying
...
The tone of your voice,
for example, should be different when you’re addressing a child than when
you’re addressing a group of adults
...


•

Avoid negative body language
...
If you’re nervous
about a situation—a job interview, important presentation, or first date, for
example—you can use positive body language to signal confidence, even though
you’re not feeling it
...
It will
make you feel more self-confident and help to put the other person at ease
...
It's only when
you're in a calm, relaxed state that you'll be able to know whether the situation requires
a response, or whether the other person's signals indicate it would be better to remain
silent
...

Communicate effectively by staying calm under pressure:
•

Use stalling tactics to give yourself time to think
...


•

Pause to collect your thoughts
...


29

•

Make one point and provide an example or supporting a piece of information
...
Follow one point with an example and then gauge the
listener's reaction to tell if you should make a second point
...
In many cases, how you say something can be as
important as what you say
...
Keep your body language relaxed and open
...
Summarize your response and then
stop talking, even if it leaves a silence in the room
...


Quick stress relief for effective communication:
When a conversation starts to get heated, you need something quick and immediate to
bring down the emotional intensity
...

•

Recognize when you’re becoming stressed
...
Are your muscles or stomach tight? Are
your hands clenched? Is your breath shallow? Are you “forgetting” to breathe?

•

Take a moment to calm down before deciding to continue a conversation or
postpone it
...
The best way to rapidly and reliably relieve
stress is through the senses—sight, sound, touch, taste, smell—or movement
...
Each person responds differently to
sensory input, so you need to find a coping mechanism that is soothing to you
...
When used appropriately, humor is a great
way to relieve stress when communicating
...


•

Be willing to compromise
...
If you realize that the other person cares much more about an issue
than you do, compromise may be easier for you and a good investment for the
future of the relationship
...
Go for a stroll outside if possible, or spend a few
minutes meditating
...


Skill 4: Assert yourself

31

The direct, assertive expression makes for clear communication and can help boost your
self-esteem and decision-making skills
...
It does NOT mean being hostile, aggressive, or demanding
...

To improve your assertiveness:
•

Value yourself and your options
...


•

Know your needs and wants
...
It’s OK to be angry, but you must
remain respectful as well
...
Accept compliments graciously, learn from your
mistakes, and ask for help when needed
...
” Know your limits and don’t let others take advantage of you
...


Developing assertive communication techniques:
•

Empathetic assertion conveys sensitivity to the other person
...
“I

32

know you’ve been very busy at work, but I want you to make time for us as
well
...
You become increasingly firm as time progresses, which may include
outlining consequences if your needs are not met
...
”

•

Practice assertiveness in lower risk situations to help build up your confidence
...


The Five C’s of effective communication:
1
...

To communicate effectively, you have to know what you want and take ownership for
your own needs
...
When you experience an issue, try to get clarity on
what the issue is and why it shows up for you
...
It's your responsibility to initiate a tough
conversation
...
Take ownership of your experience, and be transparent
...

2
...

Keep your requests direct, simple and to the point
...
Don't get
caught up in the story — focus on getting your point across in the most succinct manner
and moving the conversation forward
...
Provide a compelling request
...
After communicating the
issue, provide the person with a suggested solution that you’d be happy with
...
Then, ask how you
might resolve it, and make your request to be listened to in the future
...

4
...

Listen to what the other person needs
...
It’s not all about you
...

34

5
...

Make an attempt to understand the other person
...
When a person feels like they're being heard, they
tend to open up more and feel safer and more secure in the conversation, which can
lead to a more trusting relationship
...
Strive to negotiate a win for both parties by taking the other
person’s perspective into consideration
...

Dynamic communication is one of the most important skills to develop
...
It's important to
understand that communication is what builds bridges and connects people in a
powerful way
...

Communication is the key to influencing others and creating powerful teams,
relationships, and joint forces to achieve successful outcomes (Keates, 2018)
...


Verbal

communications have the advantage of immediate feedback, are best for conveying
emotions,

and

can

involve

storytelling

and

crucial

conversations
...
Both verbal and written communications convey
nonverbal messages through tone; verbal communications are also colored by body
language, eye contact, facial expression, posture, touch, and space
...

Effective communication sounds like it should be instinctive
...
We say one thing, the other
person hears something else, and misunderstandings, frustration, and conflicts ensue
...

For many of us, communicating more clearly and effectively requires learning some
important skills
...


36

Understanding more about communication and how it works is the first step to
improving your communication skills
...


37



---