Topic 6

Communication Essentials

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Objectives
After completing this chapter, you should be able to:
1. Describe the parts of the basic communication model. 2. Demonstrate good oral and written communication techniques. 3. Identify the types of nonverbal communication. 4. Describe the barriers to communication. 5. Identify barriers to listening and describe good listening skills. 6. Describe the advantages of active listening. 7. Explain the importance of being able to separate fact from opinion.
PERSONAL DEVELOPMENT for Life & Work

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5.1 Communication Model

All four elements must be in place for two-way communication to occur:
Sender. Message. Receiver. Feedback.

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Forms of Communication
There are three forms of communication:
Written. Oral (spoken). Nonverbal (no words). Includes gestures, facial expressions, posture, eye contact, and touch.

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Written Communication
Effective writing tips

Ask yourself: What am I trying to achieve by this communication?

Use correct grammar, spelling, and punctuation; avoid slang words.

Present data to support your request, conclusion, or recommendation.

Be clear about the feedback you want.

Organize your communication logically.

Make your message clear, concise, courteous, complete, and correct. State your purpose in the first paragraph.

Choose an appropriate written communication method.

Proofread even if the spelling checker says there are no errors. Ask others to review your work.

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Oral Communication
Dos of good oral communication:
Speak clearly and courteously.
Avoid overusing the word i. State your main points first and then elaborate.

Consider your audience and empathize with your listeners.

Use positive language.

Use standard language and enunciate properly.

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Oral Communication
Donts of good oral communication:
Dont use um or ah as fillers between words.
Dont be sarcastic, rude, or pushy. Dont make personal attacks.

Dont jump from topic to topic without a transition.

Dont expect others to always agree with you. Dont use informal words or phrases known only to a select group.

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Nonverbal Communication
Nonverbal communication includes: Point a finger. Place hands on hips. Hold up three fingers to make three points. Lean toward the listener. Cross arms across your chest. Stand or sit erect or slouch. Gestures.

Body language and posture.

Facial expressions and Smile, frown, or wink. eye contact. Make direct eye contact or glance down. Touch.

High-five or pat someone on the back. Touch a persons arm or shoulder.

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5.2 Barriers to Communication

Common communication barriers:
Word choice.
Colloquialisms Jargons Sexist language

Confusing messages. Poor choice of communication channel.

Written Oral

Interruptions, distractions, and distance.

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Common Colloquialisms
Colloquialism Grubby Have good vibes Meaning Unclean/untidy Feels good about

Hyped up
Kick out of Megabucks Peanuts Touch base

Excited
Enjoy Lots of money Practically no money Discuss a matter

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Gender Neutral Language

Gender neutral language aims at minimizing assumptions about gender.
Avoid the use of man in occupational titles.
Dont say: policeman, mailman, chairman. Say: police officer, mail carrier, chairperson.

Avoid using gender-specific pronouns such as his or her.

Dont say: A doctor needs to vaccinate his patients. Say: Doctors need to vaccinate their patients.

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5.3 Listening Skills

Barriers to listening:
Distractions. Thinking ahead to what you want to say. Mind moving too fast. Lack of attention. Selective listening.

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Are You an Active Listener?

Active listeners:
Prepare to listen.
Are genuinely interested in what the speaker is saying and understanding what the message means. Have a confident, positive attitude. Set aside prejudices and listen with an open mind. Avoid emotional responses. Listen to both verbal and nonverbal messages. Jot down the speakers main points and questions to ask (when appropriate). Separate fact from opinion. Use body language, gestures, and verbal comments to show that they are listening.

Block out noise and distractions.

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How to make a positive first impression

Develop a positive self-image Be well-dressed Be well-groomed

Be prepared
Be punctual Execute a handshake that grabs respect Make your first few words count

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How to make a positive first impression (cont.)

Use appropriate language. Use appropriate facial expressions. Be a good listener.

Speak loud enough and clearly.

Maintain a powerful posture. Use effective gestures Move confidently Make proper introductions.
PERSONAL DEVELOPMENT for Life & Work