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Luc's slides taken from www.reply-mc.comCopying and distribution is allowed!1

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Communication Cockpit in 10Communication Cockpit in 10stepssteps

The resemblances between communication and traffic are inexhaustible. Thismakes it possible, for instance, to talk about driving habits, traffic signals, oreven traffic jams and sneak or by-pass routes.But before we start talking about a cockpit, let us start at thebeginning,namely those things that you must learn in the communications drivingschool, before you start off on the road.

Luc's slides taken from www.reply-mc.comCopying and distribution is allowed!2

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Fact NFact N°°1: Communication is more than content1: Communication is more than content

Albert Mehrabian “

NonverbalCommunication

” Walter DeGruyter; 1972

55%38%7%

Verbal

Vocal Visual

What

I say

How

I speak

How

I behave

Studies have consistently shown that people’s impressions are based far more uponhow information is conveyed rather than the content itself. For instance, the study byMehrabianin 1972 shows that the impact of a communication is only for 7%purelythe content, for 55% body language, colors, layout, smiles and visual stuff, and for38% how I speak, language, vocabulary, tone of voice etc.This means that packaging of the message accounts for 93% of theimpact(provided that the 7% content is to the point and correct)…

Duh!

Luc's slides taken from www.reply-mc.comCopying and distribution is allowed!3

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Gaston De Cock; ‘Kommunikatie, inCursusIndustriëlePsychologie

FactFactNN°°2: Communication2: CommunicationisisComplexComplex

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WhatI say

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WhatI thinkI amsaying

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Whatyouhear

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Whatyouthinkyouare hearing

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Whatyousaythatyouheard

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WhatI thinkyoutoldme

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Numberof peopleinvolved

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Numberof communications

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Numberof languages

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Complexity(Probabilityof breakdown)

= 6 messages= 16= 10XX= 2X1920= 6 messages= 16= 10XX= 2X1920

Many people say that communication is simple and that you cannotquantifyit. Professor De Cock disagrees with that point of view.For instance, in a Belgian meeting with 16 participants and ten messages tobe communicated, you better make sure that both Flemish and Walloonspeakers have received the message. If you multiply all of the above youkind of get an impression of the complexity of communication.The number tells you how many different (mis)interpretationsare possible ina communication.In conclusion:-Yes you can quantify the complexity-Feedback and repeating back what your thought you heard is not aluxury