Developing Communication Skills Chapter 5. The Communication Process 5:1.

Developing Communication Skills

Chapter 5

The Communication

Process5:1

Communication Communication is an exchange of information

between two or more people

Sender – transmits or sends the message

Receiver – hears and interprets the message

Feedback – a sign back to the sender that the message is understood

Shared meaning – good communication occurs when the sender of the message and the receiver both have the same understanding of the message

Types of Communication

Nonverbal communication – send and receiving messages without using words

Facial expressions, body language, eye contact, and gestures

Verbal communication – the use of words to send and receive message

Speaking and writing

The way you use both nonverbal and verbal communication affects the message you send and receive

Body Language Common form of nonverbal communication

through body movement

You can express their thoughts, feelings and emotions

Your culture, background and past experiences can influence how you interpret body language.

Body Language Facial Expression – can communicate a wide

range of emotions to others

Direct eye contact helps convey a massage that you care and are interested in what a person has to say

Gestures helps emphasize their spoken words

Body Motions the way you sit, stand, or walk while communicating

Sitting forward in a chair shows you are alert and listening

A firm handshake sends a message of friendliness

Verbal Communication Skills

Your environment influences the words you uses and the way you use them to express yourself

Word meaning may vary from one part of the country to another, or from one culture to another

Your tone of voice can also change the meaning of what you say

I-Statement Use an I-Statement to express your

thoughts, feelings, and ideas can help you speak for yourself-from your point of view

Responsibility and control over what you communicate to others

Types of I-Statement

1. Descriptive

Used to report what you have seen or heard

Describe information taken in through your sense

2. Thought

Starts with words such as “I think”, “I wonder”, or “I believe

Tell others how you interpret what you have seen or head

Types of I-Statement

3. Feeling

Lets others know how you feel

4. Intention

Let others know what you want to do

Start with words such as “I want” or “I wish”

5. Action

Let other know what your are doing now, have done in the past, or will do in the future

Use action verbs

I See

I Thin

kI

Feel

I Wan

t

I will Do

Self-Awaren

ess Circle

You-Statement You-statements attack the person, not the

problem blame the other people

The receiver responds in the defensive manner

Receiving Message Communication is a two-way process. You

must be able to speak and listen well.

Listening happens in two parts

First taking in the message

Second interpreting the message

Listening Skill Passive Listening – hearing words without

always listening for meaning

Active Listening – you give the sender some type of sign you are listening

Checking out – using questions to clarify a message

Reflecting – indicates active listening

Repeat in your words what you thing has been said

Silence provides time for both people to think about what was said

Factors Affecting Communication

5:2

Your Self-Esteem People with low self-esteem send and

interpret messages differently form those with high self-esteem

People with low self-esteem have more problems communication effectively

Talking with a caring person who is a good listener can build confidence and improve communication skills

Negative Communication Patterns

Lying

Blaming

Placating

Distracting

As self-esteem increases, so does the ability to communicate clearly

Your Emotional State

When you are calm you will have greater success at communicating a message others will understand

Your Environment The environment in which you communicate

can affect the communication process

Communication Barriers

Low self-esteem

Intense emotions

Noisy environments

Closed minds

Prejudices – when a person forms opinions about other without knowledge or facts

How to be a better speaker or listener

Keep an open mind

Avoid mixed message

Overcome prejudice of others by asking questions and getting all the facts before forming on opinion

Practice active listen when other speak

Skills for Conflict Resolution

5:3

Conflict Conflict occurs when any two people

disagree on some issue.

Some conflict is a normal part of most relationshiops

Resolving Conflict Conflict resolution is one skill that can help

you resolve conflicts in a positive way

Guidelines for Resolving Conflicts

Bring the conflict into the open as soon as possible

Stay calm. Speak with a moderate tone and at a moderate pace

Keep you emotions under control

Steps to Resolving Conflict

1. Identify the problem

2. Identify who Owns the problem

If it only bothers one person they own it, if it bothers both they jointly own it

3. Accept Ownership of the Problem

4. Solve the Problem

If jointly owned you will need to use negotiation

Negotiation – a communication process in which people alternate between sending and receiving messages