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Communication Channels Communication blockages Contents What is communication? 1 Communication Channels 2 Communication blockages 3 Active listening 4 5 Feedback

Communication What is communication? Why do we communicate Organisational culture Procedures Regulations Bureaucracy Negative experiences Working environment and existing distortions Individual culture Professional development Personality ideas Language used Where do we communicate Influences and barriers How do we communicate

Communication process

Verbal communication 100% 20% Sender Receiver % of message What the sender wants to say What the sender is saying What the receiver hears What the receiver listens What the receiver understands What the receiver retains Receiver 20%

Verbal and non- verbal communication 7% 38% 55% LANGUAGE: words PARALANGUAGE: tone NON-VERBAL Communication by words: clarity diction and accent speech speed use of pauses Communication by voice tone: relaxation vocal qualities voice pitch and intensity voice volume Non-verbal communication: eye contact appearance posture head movements facial expression gestures

How do we communicate We establish networks channels Group (meetings) Formal (organided): meetings, evaluations, analyses, documents: reports, memos, minutes, agendas We establish networks Informal (personal level): unplanned informal discussion inside or outside the organisation channels No direct contact (mail, telephone, eletronic, documents) Group (meetings) > 2 persons) Individual (face to face)

Errors sources in communication

Communication barriers Disagreements and different interpretations in communication are caused by barriers: Message receiving barriers (environment inputs, attitudes and values, needs and expectations). Message understanding barriers (language, semantics, length of message). Accepting barriers (preconceived ideas, interpersonal conflicts).

Characteristics of an effective feedback To be descriptive, not evaluative Must be concrete Straightforward, clear and specific Provided at the right time

Characteristics of an effective feedback To be expressed in terms relevant to the receiver’s needs Usable Checkable You must assume full responsibility

Feedback Technique - DISC DESCRIBE What have you noticed (felt) with respect to the interlocutor's behaviour. INFORM about what you have felt with respect to the interlocutor's behaviour. SPECIFY very clearly the type of behavior that you expect. CONFIRM his/her ability to change his/her behavior.

Non-verbal communication: GESTURES First of all, the communication is GESTURAL: Reflexes, reactions to inputs Primitive gestures: elementary feelings- fear, anger, joy, sadness. Significant gestures which reinforce verbal messages. Symbol gestures: educationally coded. Relic gestures: “NO” by shaking the head. Social gestures: related to social life codes.

Don’t overtalk Avoid Be interruption empathetic of speaker ACTIVE Keep Paraphrase LISTENING eye contact Ask questions Avoid Nod your head distracting and show proper facial actions or expressions gestures

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