1. Assertiveness and Aggression
Communication Skills
Effective Communication
Purpose
Communication Model
Overcoming Barriers
Strategies
Assertiveness and Aggression
© Criddle, Hinton, Nizam

2. Occurs when a message is received, understood and feedback obtained.
Communication
Passing on and understanding
the meaning of a message.
Effective Communication
Occurs when a message is received, understood
and feedback obtained.
back
© Criddle, Hinton, Nizam

3. Purpose of Communicating
Give and receive information.
Decision making.
Planning.
Conveying ideas, views and expectations.
back
© Criddle, Hinton, Nizam

4. Communication Model Source Sender Channel Receiver Feedback
Initiates a message to use.
Sender
Converts a message into symbols.
Channel
Message is passed along a channel to the receiver.
Receiver
Translates the message into a form which they understand.
Feedback
The receivers’ response to the sender of the message.
© Criddle, Hinton, Nizam
back

5. Overcoming Barriers Filtering - Use feedback
Selective perception - Active listening
Emotions - Constrain emotions
Language - Simplify language
Non-verbal cues - Be aware
back
© Criddle, Hinton, Nizam

6. Strategies to Overcome Barriers
Feedback:
Asking a person if they understood.
Summarising what was said.
Seeing if the receiver was listening actively.
Explaining if message not received.
Active listening:
Listening for meaning without making premature judgments or interpretations.
Concentrating on what the other person is saying. Being ‘in the shoes’ of the sender.
© Criddle, Hinton, Nizam

7. Strategies to Overcome Barriers (Cont)
Constrain emotions:
When emotions are upset, pause to regain composure.
Simplify language:
Considering the audience.
Using language that will be understood.
Practising with someone who may be unfamiliar with the issue.
Be careful when using ’jargon’.
Non-verbal cues:
Ensuring non-verbal communication is consistent with verbal communication.
back
© Criddle, Hinton, Nizam

8. Assertiveness Aggression A skill that is learnt.
Linked to high self-esteem.
Essential communication skill.
Act to defend personal values and ideas.
Influence others with consideration and respect.
Aggression
Can be verbal or physical.
Linked to low self-esteem.
A negative communication element.
An action of intimidation.
Influence others with power but lack respect.
© Criddle, Hinton, Nizam
back