Effective

Communication
Human Beings Create the
Symbols of Communication, and
Then They Cannot Understand the
Symbols They Create.
Anonymous

Objectives

Define and give an example of

nonverbal communication.
Describe the six functions of
nonverbal communication.
Describe and explain the role of
the eight types of nonverbal
symbols.
Differentiate between formal
and informal communication

Functions of Nonverbal
Communication

Accent- punctuating or drawing

attention to a verbal message.
Complement- expressions or
gestures that support, but could
not replace a verbal message.
Contradict-expressions or
gestures that convey a meaning
opposite that of a verbal
message.

Functions of Nonverbal
Communication

Regulate- expressions or gestures that

control the pace or flow of communication.
Repeat- a gesture or expression that can
be used alone to send the same meaning
as a verbal message.
Substitute- a nonverbal cue that replaces a
verbal message.

Types of Nonverbal Symbols

The eyes
The face and head
Gestures
Touch
Posture
Territory
Walking
Status symbols

Types of Communication

Formal and informal

Upward, downward, and
horizontal
Spoken and written
Electronic

Types of Communication

Formal - the official communication

that travels through the structured
(formal) organization.
Informal (grapevine) - rumors,
statements, or reports whose truth
any known authority cannot verify
and which may not pertain to the
functioning of the organization.

Types of Communication

Upward communication - is the flow of

communication from managers to
managers.
Downward communication - is the flow of
communication from managers to
managers or from upper management to
middle management or lower
management.
Horizontal communication - is the flow of
communication moving laterally or at the
same level in the organization.

Summary

Definition of nonverbal
communication.
Describe the six functions of
nonverbal communication.
Describe and explain the role of
the eight types of nonverbal
symbols.
Differentiate between formal
and informal communication.

Objectives

Identify and describe 14 barriers

to communication.
Explain the importance of
listening and identify methods to
improve listening.
Describe methods to break
down communication barriers.

Barriers to Effective
Communication

Lying
Facial indicators
General indicators
Perceptions
Over-eagerness to respond
Closed words
Judging
Credibility gap
Noise

Barriers to Effective
Communication

Wasting the thought-speech

differential
Emotions
Snap judgments
Attacking the individual
Rank
Gatekeepers
Poor listening

Importance of
Listening

Time.
Good relationship.
Prevent misunderstanding and
rumors.
People perform better.
Prevents complaints from
blossoming.
Good decision making.
Prevents haste conclusions.
Requires full attention.

Developing Listening Skills

Listening responses.
Nod - nodding the head slightly and waiting.
Pause - looking at the speaker, but without doing
or saying anything.
Casual remark - I see, uh-huh, or is that so?
Echo - repeating the last few words the speaker
said.
Mirror - showing you understand by reflecting
what has just been said: you feel that.
Phrasing questions.
Open.
Closed.

Break Down Communication

Barriers

Encourage upward communication.

Have an open-door policy.
Use face-to-face communication when
possible.
Avoid credibility gaps.
Write for understanding.
Watch your timing.
Be sensitive to needs and feelings of
others.
Identify and manager conflict.

The Four Cs of Written

Communication

Complete
Concise
Correct
Conversational

Dos of Listening

Eliminate distractions by holding

telephone calls and choosing a quiet
place to talk.
Allow adequate time for discussion.
Take note of nonverbal cues.
When you are unsure of what was
said, restate what you think you
heard in the form of a question.

Dos of Listening

Show interest.
Express empathy.
Be silent when silence is needed.
When you think that something is
missing, ask simple, direct questions
to get the necessary information.

Dos of Listening

Argue.
Interrupt.
Engage in other activities.
Pass judgment too quickly.
Jump to conclusions.
Let the other persons emotions
act too directly on your own.

Summary

Identify and describe 14 barriers

to communication.
Explain the importance of
listening and identify methods to
improve listening.
Describe methods to break
down communication barriers.

Objectives

Diagram and explain the basic

communication model.
List and explain the five
message channels.
List and explain components of
a message and the contribution
each makes to the total
message.

Communication Processes

Communication is the exchange of

thoughts, messages, or information, by
speech, signals, writing, or behavior
between a sender and a receiver.

Basic Communication Model

Sender

Message

Feedback

Receiver

The sender encodes the message and selects a

channel. The receiver decodes the message and
uses feedback to respond.

Thee Communication
Processes
MESSAGE

NOISE

SENDER

RECEIVER

FEEDBACK

The Communication
Processes

Feedback - a verbal or nonverbal response

by a receiver to the senders message.
Encoding - selecting words and their order
for a message by a sender.
Decoding - the translation of a message by
a receiver.
Noise - literally or figuratively, anything that
interferes with a message.
Message channel - the conduit or medium
that will carry a message from the sender
to the receiver.

Message Channel

Face-to-face
Face-to-group
Telephone
Written
Third party

What Are Words Really Like?

Two communication rules:

Dont assume that everyone knows what
you are talking about.
Dont assume that you know what others
are talking about without asking them
questions to make certain.

What Are Words Really Like?

Words have regional and international

meaning.
Words develop new meaning.
Double-speaking.
The development of new words.
Tone affects meaning.

Summary

Diagram and explain the basic communication

model.
The five message channels.
Face-to-face.
Face-to-group.
Telephone.
Written.
Third party.
The components of a message and the contribution
each makes to the total message.
Nonverbal.
Tonal.
Verbal.