COMMUNICATION SKILLS THE NATURE OF COMMUNICATION Dr. Abdullah AL-Zahrani.

COMMUNICATION COMMUNICATION SKILLSSKILLS

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Dr. Abdullah AL-ZahraniDr. Abdullah AL-Zahrani

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Definitions.Definitions. Constituents.Constituents. Aims.Aims. Inappropriate Assumptions.Inappropriate Assumptions. Objectives.Objectives. Barriers.Barriers. Levels.Levels. Styles.Styles.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Definitions:Definitions: Communication = to make it common.Communication = to make it common.

= to make it shared.= to make it shared. Communication deals (sending and Communication deals (sending and

receiving) with information, feelings, receiving) with information, feelings, thoughts, messages, ideas, attitude, and thoughts, messages, ideas, attitude, and understanding, ..etc.understanding, ..etc.

Effective communication can be measured Effective communication can be measured in terms of whether or not the sender’s in terms of whether or not the sender’s message has had the intended impact on it’s message has had the intended impact on it’s receiver.receiver.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Definitions (cont.):Definitions (cont.): Effective communicationEffective communication

versusversus

Miscommunication.Miscommunication. Real communicationReal communication

versusversus

Feedback loop.Feedback loop.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Communication is a continuous Communication is a continuous process that composed of :process that composed of :

1.1. Sender ( thought and encoding ).Sender ( thought and encoding ).2.2. Medium (means, channels).Medium (means, channels).3.3. Receiver( reception, decoding, and Receiver( reception, decoding, and

understanding ) .understanding ) .4.4. Message. (Transmission )Message. (Transmission )5.5. Feedback.Feedback.6.6. Noise.Noise.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Message

feedback

sender

medium

receiver

noise

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Sender can be writer, speaker, and Sender can be writer, speaker, and encoder.encoder.

Medium can be memo, report, letter, Medium can be memo, report, letter, interview, speech, telephone interview, speech, telephone conversation, gesture, tone of voice, conversation, gesture, tone of voice, physical movement, picture, and physical movement, picture, and chart.chart.

Receiver can be reader, listener, Receiver can be reader, listener, perceiver, and decoder.perceiver, and decoder.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

The most common inappropriate The most common inappropriate assumptions about communication assumptions about communication includes :includes :

Communication is a simple, one-way act.Communication is a simple, one-way act. Effective communication is easy.Effective communication is easy. The message sent ( intended ) is the same The message sent ( intended ) is the same

as the message received ( interpreted ).as the message received ( interpreted ). Communication is a human skill cannot be Communication is a human skill cannot be

improved . improved .

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Aims of the communication in the Aims of the communication in the individuals level includes :individuals level includes :

Requesting information “ To inquire”.Requesting information “ To inquire”. Informing information “To inform”.Informing information “To inform”. Initiate people to understand the Initiate people to understand the

information and implement it “ To information and implement it “ To persuade”.persuade”.

Enjoyment “To entertain”Enjoyment “To entertain”

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

The objectives of the The objectives of the communication within the communication within the organization are:organization are:

Meeting organizational goals.Meeting organizational goals.Satisfying professional Satisfying professional

responsibilities.responsibilities.Fulfilling personal roles.Fulfilling personal roles.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Barriers are mainly the noise which Barriers are mainly the noise which exist in and effect each part within exist in and effect each part within the communication process.the communication process.

Barriers includes the following:Barriers includes the following:1.1. Distractions;Distractions;

A.A. Senses, e.g. Poor lighting, Overheated Senses, e.g. Poor lighting, Overheated room, smoke filed.room, smoke filed.

B.B. Appearance, e.g. Poor appearance of a Appearance, e.g. Poor appearance of a speaker, coffee spots on a written report.speaker, coffee spots on a written report.

C.C. Lack of interest in the subject matter.Lack of interest in the subject matter.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

2.2. Inadequate Knowledge.( sufficient Inadequate Knowledge.( sufficient background).background).

3.3. Poor Planning and listening.Poor Planning and listening. 60% of our time is spent in listening.60% of our time is spent in listening. Good listening is not easy.Good listening is not easy.

4.4. Differences in perception:Differences in perception: Mental Filter which no two are identical.Mental Filter which no two are identical. Influenced by peoples skills, attitude, Influenced by peoples skills, attitude,

knowledge levels and sociocultural factors.knowledge levels and sociocultural factors.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

5.5. Emotions and Personalities;Emotions and Personalities;• Both can play positive or negative role.Both can play positive or negative role.

6.6. Frozen Evaluation;Frozen Evaluation;• e.g. Typical head nurse.e.g. Typical head nurse.

7.7. Language;Language;• In One language there are problems.In One language there are problems.• In Different languages there are many In Different languages there are many

problems.problems.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

The levels of the communication can The levels of the communication can be classified into deferent typesbe classified into deferent types ;;

1.1. Communication levels according to Communication levels according to the number of participants ;the number of participants ;

A.A. Intrapersonal.Intrapersonal.

B.B. Interpersonal.Interpersonal.

C.C. Small group.Small group.

D.D. Public.Public.

E.E. Mass. Mass.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

2.2. Levels according to direction of the Levels according to direction of the communication within the organization:communication within the organization:

A.A. Upward.Upward.

General manager

Department mang. Department mang. Department mang.

General manager

Department mang. Department mang. Department mang.

2.2. Levels according to direction of the Levels according to direction of the communication within the organization:communication within the organization:

B.B. DownwardDownward

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

2.2. Levels according to direction of the Levels according to direction of the communication within the organization:communication within the organization:

C.C. Lateral or Crosswise,( horizontal, and Lateral or Crosswise,( horizontal, and diagonal)diagonal)

General manager

Department manager. Department manager.

Unit supervisorUnit supervisor

H

D

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

3.3. Communication levels according to the Communication levels according to the organization’s borders;organization’s borders;

A.A. Internal( within the organization).Internal( within the organization).

B.B. External ( with the external environment).External ( with the external environment).

General manager

Department manager. Department manager.

EXEX

In

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

The styles of the The styles of the communication can be :communication can be :

Authoritarian or autocratic.Authoritarian or autocratic.Paternalistic.Paternalistic.Permissive.Permissive.Democratic or participative.Democratic or participative.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Written communication:Written communication:• the advantages of written the advantages of written

communication are;communication are; The documentation.The documentation. Provides legal defenses.Provides legal defenses. Uniformity of procedure.Uniformity of procedure. May decrease the cost.May decrease the cost.

• The disadvantages are;The disadvantages are; Increase paper.Increase paper. Not immediate feedback.Not immediate feedback. Take long time.Take long time.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Oral communication ( formal or informal):Oral communication ( formal or informal):• The advantages of oral communication are;The advantages of oral communication are;

The feedback is immediate.The feedback is immediate. Possible clarification.Possible clarification. The effect can be noted.The effect can be noted. Give feeling of importance.Give feeling of importance.

• The disadvantages are;The disadvantages are; May take time.May take time. May be costly .May be costly .

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Guides toward effective Guides toward effective communication:communication:• Clarify the messages.Clarify the messages.• Use familiar symbols.Use familiar symbols.• Plan your communication.Plan your communication.• Consider receiver’s needs and interests.Consider receiver’s needs and interests.• Good selection of means.Good selection of means.• Give required feedback.Give required feedback.• Insure good environment.Insure good environment.• Good listening.( 10 guides ).Good listening.( 10 guides ).

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

10 guides of good listening;10 guides of good listening;

1.1. Stop talking.Stop talking.

2.2. Put the talker at ease.Put the talker at ease.

3.3. Show the talker that you Show the talker that you want to listen.want to listen.

4.4. Remove distractions.Remove distractions.

5.5. Empathize with the talker.Empathize with the talker.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

10 guides of good listening;10 guides of good listening;

6.6. Be patient.Be patient.

7.7. Hold your temper.Hold your temper.

8.8. Go easy on argument and Go easy on argument and criticism.criticism.

9.9. Ask questions.Ask questions.

10.10. Stop talking.Stop talking.

THE NATURE OF COMMUNICATIONTHE NATURE OF COMMUNICATION

Guides toward effective written Guides toward effective written communication:communication:• Words should be;Words should be;

Simple.Simple. Familiar.Familiar. Necessary.Necessary.

• Sentence should be;Sentence should be; Short.Short. With examples.With examples. Using active verbs.Using active verbs. With personal pronouns “you”.With personal pronouns “you”.

THE NATURE OF COMMITTEETHE NATURE OF COMMITTEE

The committee is one of complex The committee is one of complex example of the communication example of the communication which used due to a growing which used due to a growing emphasis on group emphasis on group management.management.

Authority; (decisions, Authority; (decisions, recommendations, and insights).recommendations, and insights).

Size ; 5 – 16.Size ; 5 – 16.

THE NATURE OF COMMITTEETHE NATURE OF COMMITTEE Membership; Membership;

• Represents the interests intended Represents the interests intended to serve and the required to serve and the required authority.authority.

• Member should have the capacity Member should have the capacity to communicate.to communicate.

Subject matter;Subject matter;• Limitations should be considered Limitations should be considered

by an agenda and relevant by an agenda and relevant information circulated well in information circulated well in advance.advance.

THE NATURE OF COMMITTEETHE NATURE OF COMMITTEE

Chairperson; act to avoid the Chairperson; act to avoid the wastes of the committee.wastes of the committee.

Minutes; used to avoid the Minutes; used to avoid the varying interpretations.varying interpretations.

Cost effectiveness where the Cost effectiveness where the committee most worth it’s committee most worth it’s cost.cost.