COMMUNICATION SKILLS

HASIL PEMBELAJARAN
1.

Menerangkan proses komunikasi.

2. Menerangkan faktor-faktor yang boleh menjejaskan komunikasi.

3.

Membandingkan stail komunikasi secara emotif, reflektif, mengarah

dan menyokong

4.

Membandingkan stail komunikasi secara agresif, pasif, pasif-agresif dan

asertif.

5.

Menerangkan ciri-ciri seorang communicator yang berkesan.

7.

Menerangkan ciri-ciri pendengaran aktif.

COMMUNICATION IN MANAGEMENT

Communication is a process that involves a sender who

encodes and sends the message, which is then carried
via the communication channel to the receiver where
the receiver decodes the message, process the
information and sends a appropriate reply via the same
communication channel.

PROSES KOMUNIKASI

Dekod

Enkod

Penghanta
r

Saluran

Maklum Balas

Penerima

COMMUNICATION CHANNELS
Channels

Strength

Written word (verbal) Permanent and accessible

Better thought out
Spoken word (verbal) Immediacy
Symbolic gestures
(non-verbal)

reinforce spoken word

Visual images
(non-verbal)

Convey powerful messages

Multimedia

COMMUNICATION BARRIERS
Semantics
Psychological
Physiological
Physical
Information overload
Filtering
Barriers need to be recognised and overcome to
ensure
effective communication

INSPIRATIONAL COMMUNICATION

RULE 1: Be clear in your mind what you want to

communicate
RULE 2: Deliver the message clearly
RULE 3: Make sure message is clearly and correctly
understood

It is all about CLARITY

COMMUNICATION STYLES

COMMUNICATION STYLES
Aggressive
Passive
Passive- Aggressive
Assertive

AGGRESSIVE STYLE
You choose and make decisions for others.
You are direct and forceful.
You demand your own way.
You feel righteous, superior, controlling.
Others feel humiliated, defensive, resentful and hurt.
Others view you as angry, revengeful, distrustful and fearful.
The outcome is usually that your goal is achieved at the expense of
others. Your rights are upheld but others are violated. Your underlying
belief system is that you have to put others down to protect yourself.

PASSIVE STYLE
You allow others to choose and make decisions for you.
You are emotionally dishonest.
You are indirect and self denying.
You are inhibited.
You feel anxious, ignored, helpless, manipulated, angry at yourself
and/or others.
Others feel guilty or superior and frustrated with you.
Others view you in the exchange as a pushover and that you dont
know what you want or how you stand on an issue.

The outcome is that others achieve their goals at your expense. Your
rights are violated. Your underlying belief is that you should never make
someone uncomfortable or displeased except yourself.

PASSIVE-AGGRESIVE STYLE

You manipulate others to choose your way.

You appear honest but underlying comments confuse.
You tend towards indirectness with the air of being direct.
You are self-enhancing but not straight forward about it.
In win-lose situations you will make the opponent look bad or manipulate it so
you win.
If you dont get your way youll make snide comments or pout and be the victim.
Others feel confused, frustrated, not sure who you are or what you stand for
or what to expect next.
Others view you in the exchange as someone they need to protect themselves from
and fear being manipulated and controlled.
The outcome is that the goal is avoided or ignored as it cause such confusion or the
outcome is the same as with an aggressive or passive style. Your underlying belief is
that you need to fight to be heard and respected. If that means you need to manipulate,
be passive or aggressive, so be it.

ASSERTIVE STYLE
You choose and make decisions for you.
You are sensitive and caring with your honesty.
You are self-respecting, self expressive and straight forward.
You convert win-lose situations to win-win ones.
You are willing to compromise and negotiate.
You feel confident, self-respecting, goal-oriented, valued.
Others feel valued and respected.
Others view you with respect, trust and can understand you stand.

The outcome is determined by above-board negotiation. Your rights and

others are respected. Your underlying belief is that you have a responsibility
to protect your own rights. You respect others but not necessarily their
behaviour.

COMMUNICATION STYLES
Emotive
Reflective
Directive
Supportive

DIRECTIVE STYLE
Characteristics
Frank and assertive
Goal-focused
Self-confident and hard to admitting of being wrong
Serious, no-nonsense attitude
Firm gestures and voice
Prefer formality

REFLECTIVE STYLE
Characteristics
Avoid using dramatic gestures
Prefers to be alone, reserved
Thinks before speaking, speak slowly
Prefers to communicate in a formal way
Do not display emotion
Prefers orderliness, organized
Wants to know the details

SUPPORTIVE STYLE
Characteristics
Cooperative
Listens attentively
Other-oriented
Uses persuasion, not power
Polite and patient
Appreciative

EMOTIVE STYLE
Characteristics
Enthusiastic, expressive, responsive, emotional
Outspoken
Share feelings, hopes and concerns
Uses vigorous gestures and facial expressions
Prefers informality
Persuasive

SUPPORTIVE COMMUNICATION

Supportive communication is interpersonal

communication that has the goal of preserving the
relationship between the department head and faculty
member (principal and school member) while still
addressing the problem at hand

SUPPORTIVE COMMUNICATION
ATTRIBUTES
1. Problem-oriented, not people-oriented
2. Based on congruence, not incongruence
3. Descriptive, not evaluative
4. Validates rather than invalidates individuals
5. Specific, not global
6. Conjunctive, not disjunctive
7. Owned, not disowned
8. Requires listening, not one-way message delivery

CROSS-CULTURAL
COMMUNICATION

If I am to speak ten minutes, I need a week for

preparation;
if fifteen minutes, three days;
if half an hour, two days;
if an hour, I am ready now.
Woodrow Wilson

haracteristics of an effective communicator:

Very clear what he wants to convey

The language must be simple and straight forward.

Do not use loaded language with phrases or difficult terminology

or jargon.

Quality not quantity of the message that counts.

Demonstrate his confidence by way of his body language.

Radiate energy and enthusiasm so as to create positive impact in

the minds of the receivers.

haracteristics of an effective communicator:

Assess the maturity level of the audience and must communicate

accordingly.

Organize properly with thorough preparation.

Prevent barriers in communication.

Verbal and body language must be consistent.

Appropriate intonation, pauses and emphasis.

Must have ability to raise the curiosity level of the audience.

BASIC LISTENING MODES

Passive or Attentive
Competitive or Combative Listening
Active or Reflective Listening

Competitive or Combative Listening

- interested in promoting our own point of view

- not really interested in understanding someone elses view.
- listen for openings to take the floor, or for flaws or weak
points we
can attack.

other

Passive or Attentive Listening

Genuinely interested in hearing and understanding the

persons point of view.

Attentive and passively listen.
Assume that we heard and understand correctly.
Stay passive and do not verify it.

is

Active or Reflective Listening

- The most useful and important listening skill.

- Genuinely interested in understanding what the other person

thinking, feeling, wanting or what the message means

- Active in checking out our understanding before we respond
with our
own new message.
- Restate or paraphrase our understanding of their message
and reflect
it back to the sender for verification.

SOALAN TUTORIAL
1.

Pilih mana-mana DUA faktor penghalang komunikasi dan

terangkan peranan guru untuk mengatasi halangan ini dalam
proses pengajaran dan pembelajaran.

2.

Sebagai seorang guru, terangkan bagaimana anda mengamalkan

pendengaran aktif.

3.

Bagaimana anda boleh meningkatkan kemahiran penyampaian

pelajaran anda?

SOALAN TUTORIAL
4. Cuba memahami situasi berikut. Terangkan bagaimana anda
bertindak sebagai:
i..secara pasif
ii. Secara agresif
iii. Secara pasif-agresif
iv.
...a passive person would react
...an aggressive person would react
...a passive-aggressive person would react
...an assertive person would react

Have a look at these situations and decide how...

...a passive person would react
...an aggressive person would react
...a passive-aggressive person would react
...an assertive person would react

1 You are trying to concentrate on some important work.

However, a few of your co-workers are laughing and horsing
around. What do you do?
2 You are a secretary in a small company. One day, your
boss asks you to get some cigarettes for him from the store
across the street. What do you do?

3 You are the head of your department. A young lady who

works for you has started coming to work late everyday and
is extremely moody. What do you do?
4 Your boss has borrowed your laptop to do some work.
He has had it for several hours and it is now time to go
home. You really want to take it home to do some personal
work. What do you do?
5 Your boss walks up behind you when you are using the
company phone for a personal call. "How much longer do
you plan to be?" he asks. What do you do?