L-5 PHIEC Communication

04/16/2024 SzP 1
3 Fastest Way of Communication
1. Twitter/Facebook
2. Telephone/SMS
3.Tell a woman

04/16/2024 SzP 2
 Course Objectives
 Concept of Communication and
Communication Process
 Communication Barriers
 Distortion of Communication
 Oral communication & Ingredients of Oral
presentation
 Barriers of Effective Listening
 Guides of Effective Listening
 “The Most Important
thing in
Communication is
Hearing what isn’t
said”
04/16/2024 SzP 4
 Communication
 Communication is a two way process of exchanging
or shaping ideas, facts, feelings and
information.
 Following the basic concept, communication is
the process of sending and receiving messages or
transferring information from one part (sender) to
another (receiver)
 Ultimate goal of all communication is to bring
about a change in the desired direction of the
person who receives the communication-cognitive
(increase in knowledge), affective (change in
existing pattern of behavior and attitude) &
04/16/2024 SzP 5
psychomotor (acquire new skill)
What is Communication?
 Evolution of communication…
1.Drum

2. Smoke
signals

3. Pigeon
service

4. Letters word
of mouth
 Evolution of Communication
5. Printing/Newspaper

6. Telegraph/Telephone

7. Radio

8. Television

9. Cinema

10. Internet
04/16/2024 SzP 8
 Why We
Communicate?
04/16/2024 SzP 9
 We Communicate…..
1) To change behavior
2)To get action
3)To ensure understanding
4)To persuade
5)To get and give information

04/16/2024 SzP 10
 Communication Process
Transmission Phase
Send Channel/
Encoding
Message Medium

Receiver
Sender Barriers (now
Sender)

Sent/ Receives
feedback/ Medium Decoding Message
Response
Feedback Phase
 Communication
 We communicate mainly in
3 ways: Face to Face
1. Verbal: The art of talking,
7%Words
communicating, giving information..
2. Para verbal: (Tone, pitch, volume, 38%Tone
pacing of voice)
3. Non-verbal: Body
Lan-
 The way we stand and sit guage55%
 Facial expressions
 Silence
 Eye contact On the Phone
 Active listening
 Attentive gestures (smiling, leaning 14%Words
forward, nodding) 86%Tone
 Correct posture
 Its not just what we say, it’s how
 ‘5’ types of communication
 Intrapersonal: Thoughts, ideas, dialogues with
one’s self
 Interpersonal: Between people usually in pairs
but can be more
 Group: Shared identity can have common goal also
call family or organization communication
 Public: One person has the floor, speaker audience,
teacher/lecture class, political conventions/
audience of delegates, musical band/singer
 Mass: Journalism, print or electronic media.. much
wider audience, to reach large numbers of people
at one time rather than personal interaction.

04/16/2024 SzP 13
 Communication Flow
1. Vertical Communication:
o Follows each hierarchical levels of command,
Bureaucratic
Downward and Upward
 Downward Communication: From
superiors to subordinates- (instructions, new
policies, procedures, clarifications, feedback)
 Upward: Subordinates to superiors
(submission of information, reports, input)

04/16/2024 SzP 14
 Communication Flow
2. Horizontal/ Lateral communication:
When departments or group of people in the
same level of organizations chart need to talk
to each other.
 Grapevine Communication
• The grapevine is a communication system
or process which is barely informal
communication system.
• It is comprised of gossip and rumor.
 Grapevine Continues..
• Many institution based on speculation or
rumor
• Rumor vs. Gossip
• Fills the ‘Gap’
• Early research findings:
--transmit information rapidly in all directions
--more active in homogeneous group
--transmit some degree of truth
• Changes due to internet:
--Email etc. becoming common grapevine medium
--Social networks are now global
04/16/2024 SzP 17
 Group Work
Benefit and problems
of grapevine…

04/16/2024 SzP 18
 Communication
Aristotle

Sender or Message Receiver

Speaker or Listener

Aristotle pointed out that person at the end of

communication process plays the key role to
whether or not communication takes place
04/16/2024 SzP 19
 Factors influencing Communication
1. Environmental factors (e.g. time, 1. Status/Role
place, presence of people, noise level)
2. Choice of
2. Attitude (e.g. caring, accepting,
prejudiced, judgmental, open minded,
communication
close minded) channels
3. Sociocultural and ethnic 3. Length of
background (e.g. French, Italian, communication
Asian)
4. Use of language
4. Past experience (e.g. positive or
negative) 5. Disabilities
5. Knowledge of subject matter (e.g. 6. Known or unknown
educated, uncertain, illiterate) receiver
6. Ability to relate to others (e.g. shy, 7. Individual perceptions
withdrawn, cautious)
8. Clarity of message
7. Interpersonal perceptions (e.g.
how we perceive others or assume 9. Lack of feedback
what they think)
What to do in Communication
• Give your attention • Don’t give advice…
• Listen, not just hear Offer
• Don’t allow mind to • Give the feelings of
wander equity
• Be aware of others • Develop relationships
need • Motivate
• Ask, don’t tell • Become genuinely
• Keep an open mind interested in others
• Develop trust • Keep a sense of
humor
 Quiz…..
What percent of people who lose their jobs
do so because of Poor Communication
Skills?
1. 30%
2. 50%
3. 70%
4. 90%

04/16/2024 SzP 22
7 Principles of Communications
(Engage your audiences)

04/16/2024 SzP 23
 Seven Communication Principles

• To compose effective message you need to apply

certain specific communication principles.
• They tie closely with the basic concepts of the
communication process and are important for both
written and oral communications called the “Seven
C”.

Completeness Conciseness Consideration

Concreteness Correctness Clarity

Courtesy
04/16/2024 SzP 24
 Completeness, Conciseness & Consideration

• Completeness: Completeness your message

is "complete" when it contains all facts the
reader or listener needs to react to your
desire outcome.
• Conciseness: Conciseness is saying what you
have to say in the fewest possible words
without sacrificing the other C qualities.
• Consideration: Consideration means that you
prepare every message with the recipient in
mind and try to put yourself in his or her
place.
04/16/2024 SzP 25
 Concreteness, Correctness
Clarity & Courtesy

• Concreteness: Communicating concretely means

being specific, definite, and vivid rather than
vague and general.
• Correctness: Correctness principle comprises
more than proper grammar, punctuation, and
spelling
• Clarity: Clarity means getting your message across
so the receiver will understand what you are trying
to convey.
• Courtesy: Courtesy stems from sincere you-
attitude. It is not merely politeness with mechanical
insertions of "please's" and "thank-you's."
04/16/2024 SzP 26
 Oral Communication
Oral communication is the process of
expressing information or ideas by word of
mouth.

04/16/2024 SzP 27
 Basic Ingredients to ‘Oral’ Presentation
1.Introduction 2.Explanation: 3.Summary
• Gain the listener •Develop your idea •Restart your
attention with logic, examples idea
•Link your idea to the •Call for
•Arouse the
listener’s interest questions/ask
listeners interest •Use language your some of your
•Introduce yourself listeners will own to check on
•Introduce your understand the listeners
purpose •Keep it brief and on understanding
•Introduce your track of the topic
•Use illustration and
idea.
graphics when
necessary
•Invite questions
when and where
04/16/2024 appropriate
SzP 28
 How To Be A Good Presenter?

 Be Confident (Trust in Yourself)

 Show your Passion and Connect with your Audience
 Focus on your Audience’s Needs
 Keep It Short and Simple (KISS): Concentrate on
your Core Message
 Smile and Make Eye Contact with your Audience
 Start Strongly
 Tell Stories
 Use your Voice Effectively
 Use your Body Too
 Relax, Breathe and Enjoy
 Be Confident
 Be Smart in Your
Verbal Communication
o Eliminate noise
o Get feedback-verbal and body signals
o Speak slowly and rephrase your
sentence
o Don’t talk down to the other person
o Listen carefully and patiently
 Speaking in Public
“The most brilliant ideas are worthless if
the speaker can't deliver them”.
 Poise:  Eye contact:
 Appear calm and  Connect visually with the audience
confident  Look at each audience
 Avoid distracting
behaviors
 Gestures:
 Hand motion
 Voice:
 Move your body
 Speak every word clearly
 Have an expressive face
 Use just the right volume
for the space
 Speed:
 Talk with appropriate speed, not
 Life:
too slow, not too fast
 Express passion and  Use pauses for effect and emphasis
 Effective communicator’s
Qualities….
 Knowledge  Personal qualities
 Information  Flexibility (ability to adapt to
the needs of other people),
 Messages to be  Empathy (ability to share
conveyed another person’s feelings),
 Channels  Credibility,
 Audience  Tolerance,
 Local and  Patience (ability to stay calm
and not get annoyed),
traditional
 Honesty,
communication
 Courtesy (politeness and
systems
consideration),
 Local cultural  Approachability and
belief
 Effective Communication in
Health Program
• Good communication involves listening to what
people say, as well as asking the right
questions.
• If you don’t listen they may feel humiliated and
not want to come back to the health Centre
next time their child is sick or they need family
planning advice, for example.
 Communication Noise!!
Communication Noise is something that keeps a
sender and/or receiver from completely comprehending
a message….
Types of Communication noise
1. Physiological- 2. Semantic Noise:
Impairment Noise: When speaker and
Physiological noise is listener have different
created by barriers within meaning systems, for
the sender or receiver. example, the word
• Mumbling "weed"
• Talking too fast • Jargon: Unfamiliar or
• Talking too slow technical terms.
• Forgetting to pause • Abstract ideas
• Forgetting to breathe • Language
differences/accents.
• Hearing problems
04/16/2024 SzP 35
 Types Communication noise…
continues..
3. Organizational 4. Cultural Noise:
Noise: • Cultural differences: The
norms of social interaction
• Policies vary greatly in different
• Lack of role cultures, as do the way in
clarity which emotions are
expressed. For example, the
• Lack of concept of personal space
interpersonal varies between cultures and
trust among between different social
employees settings.
• Stereotypical assumptions
04/16/2024 can
SzP cause misunderstandings.
36
 Types Communication noise…
continues..
5. Psychological Noise:
o Wandering thoughts
o Preconceived ideas
o Sarcasm
o Emotional barriers and taboos
o Lack of attention, interest, distractions or
irrelevant to the receiver.
o Differences in perception and viewpoint.
o People often hear what they expect to hear
rather than what is actually said and jump to
 Reducing the Noise

1. Make your language more precise

 Choose words that you know will be
understood by your listeners.
2. Practice
 Practice speaking. Practice using your
recording and editing tools.
3. Invite feedback
 Sometimes listeners hesitate before they
respond.

04/16/2024 SzP 38
 Listening…
‘82% of people prefer to talk to great
listeners, Not great Speakers’
• L-Look interested
• I-Involve yourself
• S-Stay on target
• t your
understanding
• E-Evaluate the
message
• N-Neutralise your
feelings
 Barriers of Effective Listening
 Trying to listen to more
than one conversation
at a time
 You find the
communicator
attractive/unattractive
 Not interested in the
topic/issue, become
bored.
 Feeling unwell or tired,
hungry, thirsty or
needing to use the toilet.
 Sympathizing rather
than empathizing -
04/16/2024 SzP
 You are prejudiced or
biased by race, gender,
age, education,
economic condition,
religion, accent, and/or
past experiences.
 You make judgments.
 Previous experiences
 Preoccupation
 Having a Closed Mind.
40
Guides for Effective Listening
1. Stop talking
2. Put talker at ease
3. Show the talker that you
want to listen
4. Remove distraction
5. Empathize with talkers
6. Be patient
7. Hold your temper
8. Go easy on argument
and criticism
9.04/16/2024
Ask questions SzP 41
04/16/2024 SzP 42
Thank you..
