Developing Communication Skills Chapter 5

The Communication Process 5:1

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 Descriptive Thought Used to report what you have seen or heard Describe information taken in through your sense 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 Feeling Intention Action Lets others know how you feel Intention Let others know what you want to do Start with words such as “I want” or “I wish” Action Let other know what your are doing now, have done in the past, or will do in the future Use action verbs

Self-Awareness Circle I See I Think I Feel I Want I will Do Self-Awareness 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 Identify the problem Identify who Owns the problem If it only bothers one person they own it, if it bothers both they jointly own it Accept Ownership of the Problem 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