Module 3 : Topic 1/3


Mr Daud Bin Mohamad
Original Notes by Prof. Dr.Norashidah Md Din for COEB 422
Engineers in Society

All the world's a stage, And all
the men and women merely
players: They have their exits
and their entrances; …

signals or writing. by speech. or the like.  . messages.The exchange of thoughts.  To express oneself in such a way that one is readily and clearly understood.

you are communicating.  If you can honestly achieve that goal.Communication is shared feelings/shared understanding.  .

 Regardless of the size of the company you are in – whether a large corporation. or even a home-based business – effective communication skills are essential for success. a small company. .

. e-mail. consulting. in-person. decision making. voice mail. fax. letter. Collaborative  Team meetings. Two-Way  Phone call. group problem solving.One-Way  Memo. consensus.


Effective Communication .

Occurs when the right person says the right things to the right people at the right place at the right time in the right way to be heard and understood and to produce the right response .

 Enhance relationships.  Reduce stress. . Increase productivity.  Save time and money.  Better understand how to get your message across.  Better understand what others are saying.


and missing information. cultural issues. Encoding: • The process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end.g. • Knowing your audience. • Eliminate sources of confusion. . For e. mistaken assumptions.Source:  Why to communicate?  What to communicate?  Usefulness of the communication. • Ability to convey the information.  Accuracy of the Information to be communicated.

◦ Video Conferencing. ◦ Reports. ◦ Memos. Verbal Communication Channels ◦ Face-To-Face meetings. ◦ Telephones. ◦ e-Mails.  Written Communication Channels ◦ Letters. .

A proof of a communication Weakness .Written words does not show a person’s actual feelings.Not possible to give long list of directions  Written Communication: Strength .Role of Body Language.Strengths and Weaknesses  Verbal Communication: Strength . Weakness . .

• The surrounding disturbances. EFFECTIVE DECODING: ◦ Listen actively. ◦ Reading information carefully. • Blockages in the receiver’s mind. ◦ Ask question for better understanding. ◦ Avoid Confusion. • The audience or individuals to whom we are sending the information. . THE INFLUENCE FOR RECEIVER: • The prior knowledge can influence the receiver’s understanding of the message.

.  Positive feedback and Negative feedback.FEEDBACK: Feedback can be:  Verbal Reactions and Non-Verbal Reactions.

etc). Regional. Office.Language. etc). Room. .Situation The sender needs to communicate the context to the receiver for better clarity in the communication process. Auditorium. 2.CONTEXT: 1. 3.Various Cultures (Corporate.Location or Place (Restaurant. International. 4.

. How well you listen has a major impact on your job effectiveness. and on the quality of your relationships with others.Hear What People Are Really Saying Listening is one of the most important skills you can have.

  Given all the listening that one do. you would think one would be good at it! In fact not. A study being made found that we remember a dismal 2550% of what we hear!!! .

Active Listening That means that when you talk to your boss. colleagues or customers for 10 minutes. . they only really hear 2½-5 minutes of the conversation.

Active Listening Turn it around and it reveals that when you are receiving directions or being presented with information. You hope the important parts are captured in your 25. you aren’t hearing the whole message either.50%. but what if they’re not? .

you’ll avoid conflict and misunderstandings – all necessary for workplace success. as well as your ability to influence. . By becoming a better listener. you will improve your productivity. listening is a skill that we can all benefit from improving. What’s more. persuade negotiate.Active Listening Clearly.

They all help you ensure that you hear the other person. •Put aside distracting thoughts. •Refrain from side conversations when listening in a group setting. •“Listen” to the speaker’s body language. Recognize that what is not said also speaks loudly. . Give the speaker your undivided attention and acknowledge the message. •Look at the speaker directly. and that the other person knows you are hearing what they are saying.Becoming an Active Listener There are five key elements of active listening. 1. Don’t mentally prepare a rebuttal! •Avoid being distracted by environmental factors.Pay attention.

Show that you are listening. •Smile and use other facial expressions. and uh huh. •Nod occasionally. . •Note your posture and make sure it is open and inviting. •Encourage the speaker to continue with small verbal comments like yes.2. Use your own body language and gestures to convey your attention.

your role is to understand what is being said.3. judgments. Our personal filters. assumptions. . This may require you to reflect what is being said and ask questions. •Reflect what has been said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back.Provide feedback. As a listener. “What do you mean when you say…” “Is this what you mean?” •Summarize the speaker’s comments periodically. •Ask questions to clarify certain points. and beliefs can distort what we hear.

and honest in your response. It frustrates the speaker and limits full understanding of the message. Interrupting is a waste of time. •Assert your opinions respectfully. •Treat the other person as he or she would want to be treated. You are gaining information and perspective. •Allow the speaker to finish. Active listening is a model for respect and understanding.4. .Defer judgment. open. You add nothing by attacking the speaker or otherwise putting him or her down. •Be candid. 5.Respond Appropriately. •Don’t interrupt with counter-arguments.

. listen to his words.The principles of “rightness” applied in communication  Projection of image that is expected of the profession through communication  Chinese proverb: If you wish to know the mind of a man.

personal presence. and they speak and write effectively.  Individuals most likely to be promoted and succeed have something in common: they are good communicators. . they listen actively. Strengthening your communication skills enhances your professionalism. They express ideas clearly and concisely. and potential for advancement.

 Topic challenge: ◦ Give the best practices discussed in the lecture a shot ◦ Who knows might work to your advantage in life!!! .