communication – roles, rights, responsibilities and protocols
TRANSCRIPT
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Communication – roles, Communication – roles, rights, responsibilities rights, responsibilities and protocolsand protocols
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Communication Communication
The The processprocess of successfully transferring information from one of successfully transferring information from one entity to anotherentity to another
Exchange of thoughts, messages or information by speech, Exchange of thoughts, messages or information by speech, signals, writing or behavioursignals, writing or behaviour
The The art and techniqueart and technique of using verbal or non verbal strategies of using verbal or non verbal strategies effectivelyeffectively to impart information or ideas. to impart information or ideas.
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Communication in businessCommunication in businessnever leave the business of communication to chance.
Constantly seek new ways to raise communication awareness
Develop skills to become models for effective communication.
Learn Effective Listening and Responding techniques
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Elements of The Elements of The Communication ProcessCommunication Process
SENDER / MESSENGER / SPEAKER
MESSAGE / IDEA / SPEECH
CHANNEL / MEDIUM
RECEIVER / AUDIENCE
SITUATION
FEEDBACK
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THE ELEMENTS OF THE ELEMENTS OF COMMUNICATIONCOMMUNICATION
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PROFILE OF THE EFFECTIVE PROFILE OF THE EFFECTIVE MESSENGERMESSENGERARTICULATE
KNOWLEDGEABLE
CONFIDENT
FLEXIBLE
CREATIVE
AWARE/ADAPTABLE
PROTOCOL-SENSITIVE
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PROFILE OF THE MESSAGEPROFILE OF THE MESSAGE
APPROPRIATELY TITLED OR INTRODUCED
BETTER IF CONCISE AND PRECISE
MUST BE APPROPRIATE FOR TARGET (Register and Tone)
MUST START AND END ON A POSITIVE NOTE (Sandwich Technique)
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PROFILE OF THE CHANNELPROFILE OF THE CHANNEL
MUST BE APPROPRIATETechnology – One to one? Broadcast? Electronic?
Non-electronic?Discretion – Sensitive? Personal? Public? Generic? Timeliness – Urgent? Important?
MUST TAKE DEGREE OF CONFIDENTIALITY INTO ACCOUNT
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PROFILE OF THE PROFILE OF THE LISTENER/RECEIVERLISTENER/RECEIVER
LISTENING ≠ HEARING; READING ≠ UNDERSTANDING
SENDER MUST SOMETIMES BECOME LISTENER / RECEIVER
LISTEN / READ WITH AN OPEN MIND: Forget Preconceptions
CHECK THE BAGGAGE AT THE DOOR!
LISTENING CAREFULLY / READING OBJECTIVELY IS A SIGN OF RESPECT
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COMMUNICATION PROCESSCOMMUNICATION PROCESS
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Communication and attitudeCommunication and attitude
One can change the direction of communication if one changes one’s attitude.
There is no one attitude that is the 'right' one to have, though being direct and clear certainly helps.
Rights come with responsibility.
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Hierarchy of effective Hierarchy of effective communicationcommunication
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Non-Verbal CommunicationNon-Verbal Communication
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10 Commandments of Communication10 Commandments of Communication
1. “Speak” to people. There is nothing as nice as a cheerful word of greeting.
2. Smile at people. It takes 72 muscles to frown; 14 to smile.
3. Call people by name. The sweetest music is the sound of one’s own name.
4. Be friendly and helpful.
5. Be cordial.
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10 Commandments of Communication10 Commandments of Communication
6. Be genuinely interested in people. You can like everybody if you try.
7. Be generous with praise and cautious with criticism.
8. Be considerate of the feelings of others. It will be appreciated.
9. Be thoughtful of the opinion of others.
10. Be alert to give service. What counts most in life is what we do for others.
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Strategy for Improved Strategy for Improved CommunicationCommunication
1. Plan for improved communication
2. Set goals based on strengths and limitations
3. Establish priorities
4. Target your audience and message
5. Reach out to diverse community groups
6. Find information sources
7. Find community leaders
8. Network
9. Evaluate the effectiveness of your communication
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Barriers to Communication Barriers to Communication Making Assumptions
Patterns/Reverting to Type
Needing to Be Right
Mental/Physical attitude
Health and physical factors
Technical interruptions
Environmental factors
Human error