communication and art of listening
DESCRIPTION
TRANSCRIPT
What is Communication ????
• Getting others to understand and accept your ideas!!
Content:• 7% WORDS– Words are only labels and the listeners put
their own interpretation on speakers words
• 38% PARALINGUISTIC– The way in which something is said - the
accent, tone and voice modulation is important to the listener.
• 55% BODY LANGUAGE– What a speaker looks like while delivering a
message affects the listener’s understanding most.
verbal and non verbal:
Deepti Singh
To Comprehend;What makes a good communicator?
Clarity
Integrity Timing
Adequacy
Hearing
Seeing
Smell
Touch
Taste
Communication is a Series of Experiences of
Deepti Singh
Communication Process
SENDER RECEIVER
Feedback
receiver sender
Communication is the process of sending and receiving information among people…
Noise
Use of channel to transmit the message
Barriers to Communication
• A barrier reduces or changes the quality of the message being transmitte
Types 1. Physical 2. PsychologicalPoor health Lack of ConcentrationSound / noise Attitude and biasUnsuitable temperature Lack of self
disciplineDistractions Low emotional state
Prenotions
What can you see?!!
HOW TO COMMUNICATE?
So………
Effective Communication
1. Plan your communication
• maintain clarity of purpose “why”,
• maintain clarity of idea, “what”.
2. Choose the medium
• language
• style
• semantics
Effective Communication
3. Remove barriers ……. build gateways
DO’s DON’Ts- seek first to understand - remove all
prejudices and then to be understood - overcome any
distractions- empathize with other people - reduce length of - values, beliefs, needs & sentiments -
communication channel- use a common language- clarify ideas before communicating
4. Active Listening (Imp of all )• Listen with an open mind• Make an effort to understand• Empathize ……..reflect understanding• Be aware of what is said and what is not said• Don’t jump to conclusions……draw conclusions
5. Feedback• Check for accurate receipt of message• Check action/outcome in relation with the intent of the
message.• Improve/alter message, if required.
Effective Communication
The Art of Listening
Listening needs an• ability to concentrate• a genuine desire to understand the other persons point
of view• sensitivity to needs, emotions and body language• humility - “I am not right alone, you might have a point
and I respect you”• a belief that other people are important and worth
listening to
Poor Listeners• The fidget : “Why are you telling me ?”• The aggressive listener : tries too hard and as a result
scares people.• The pseudo - intellectual : hears only ideas and not the
emotions behind them• The passive listener : :I agree with whatever you say”• The inaccurate listener :”I can’t concentrate”
The Art of Listening
How to be a good listener,
• Ask questions
• Reflect feelings
• Let your body give reassuring messages. Nodding, arms apart, legs not crossed, erect forward posture. All these give non-verbal messages that you are listening.
• Know your prejudices. You must discount from all those matters towards which you are biased or passionate.
• Avoid making snap judgments
• Avoid anger. It always gets the better of you.
The Art of Listening
Communication styles
AssertiveAssertive
Pushing hard without attacking; permits others to influence outcome; expressive and self-enhancing without intruding on others.
Good eye contact; Comfortable but firm posture; Strong, steady and audible voice; Facial expressions matched to message; Appropriately serious tone; Selective interruptions to ensure understanding.
Direct and unambiguous language; No attributions or evaluations of others’ behavior; Use of “I” statements and cooperative “we” statements.
Nonverbal Behavior Nonverbal Behavior Verbal BehaviorVerbal Behavior
Description Description Pattern Pattern PatternPattern
AggressiveAggressive
Nonverbal BehaviorNonverbal Behavior Verbal Behavior Verbal Behavior
Description Description Pattern Pattern Pattern Pattern
Taking advantage of others; Expressive and self-enhancing at others’ expense.
Glaring eye contact; Moving or leaning too close; Threatening gestures (pointing finger; clenched fist); Loud Voice; Frequent interruptions.
Swear words and abusive language; Attributions and evaluations of others’ behavior; Sexist or racists terms; Explicit threats or put-downs.
PassivePassive
Nonverbal BehaviorNonverbal Behavior Verbal Verbal BehaviorBehavior
Description Description Pattern Pattern Pattern Pattern
Encouraging others to take advantage of us; Inhibited; Self-denying.
Little eye contact; Downward glances; Slumped postures; Constantly shifting weight; Wringing hands; Weak or whiny voice.
Qualifiers (“maybe,” “kind of” ); Fillers (“uh,” “you know,” “well”); Negaters (“it’s really not that important,” “I’m not sure”).
Lets check our learning!!!