©Vernon Boxall

CommunicationCommunication

“No one would talk much in society if they knew how often they

misunderstood others” – Johann Wolfgang Von Goethe

“No one would talk much in society if they knew how often they

misunderstood others” – Johann Wolfgang Von Goethe

©Vernon Boxall

ProblemsProblems

• Most problems that occur in any organization are as a direct result of people failing to communicate.

• Faulty Communication can even cause personal problems with members of your team.

• Effective communication occurs only if the receiver understands exactly what the sender intended to transmit.

• It is an invisible chain that binds members of an organization from top to bottom.

• Most problems that occur in any organization are as a direct result of people failing to communicate.

• Faulty Communication can even cause personal problems with members of your team.

• Effective communication occurs only if the receiver understands exactly what the sender intended to transmit.

• It is an invisible chain that binds members of an organization from top to bottom.

©Vernon Boxall

The Communication ProcessThe Communication Process

• Thought – Exists in mind of sender• Encoding – Next a message is sent to

receiver in words or symbols• Decoding – The receiver translates

the words or symbols into a concept or formation they can understand.

• Thought – Exists in mind of sender• Encoding – Next a message is sent to

receiver in words or symbols• Decoding – The receiver translates

the words or symbols into a concept or formation they can understand.

©Vernon Boxall

ContentContent

• During transmission 2 processes will be received

by the receiver content and context. Content is the actual spoken word or symbols of the message known as aslanguage – the spoken & written words combined into phrases. We all interpret meanings of words differently – Thus one word can have many meanings to confuse us even more.

• During transmission 2 processes will be received

by the receiver content and context. Content is the actual spoken word or symbols of the message known as aslanguage – the spoken & written words combined into phrases. We all interpret meanings of words differently – Thus one word can have many meanings to confuse us even more.

©Vernon Boxall

ContextContext

• Is the way the message is delivered and is known as paralanguage – it can include tone of voice, facial expression, body language, emotions, they are powerful communicators that help us understand each other. – Slightly more trusted – Accuracy.

• Is the way the message is delivered and is known as paralanguage – it can include tone of voice, facial expression, body language, emotions, they are powerful communicators that help us understand each other. – Slightly more trusted – Accuracy.

©Vernon Boxall

Barriers To CommunicationBarriers To Communication1. Culture2. Noise3. Ourselves- Focus on ourselves (inward)4. Perception – Too fast- we dismiss message5. Message – Distraction – Focus on Facts not

Message6. Environment – Bright lights, other stimulus7. Smothering – Too often we believe that certain

information has no value or relevance to others.8. Stress – People do not see things the same way

when under stress.9. These barriers can be classified as filters, filters

muffle a message!

1. Culture2. Noise3. Ourselves- Focus on ourselves (inward)4. Perception – Too fast- we dismiss message5. Message – Distraction – Focus on Facts not

Message6. Environment – Bright lights, other stimulus7. Smothering – Too often we believe that certain

information has no value or relevance to others.8. Stress – People do not see things the same way

when under stress.9. These barriers can be classified as filters, filters

muffle a message!

©Vernon Boxall

Active ListeningActive Listening

1. Listening divided into 2 main categories –– Active & Passive2. People speak at 175 words per minute yet listen at

600 – 800 words per minute.3. This causes “mind drift”

4. The cure is active listening – listen with purpose.

5. Takes as much energy active listening as it does speaking.

6.Verify by offering feedback

1. Listening divided into 2 main categories –– Active & Passive2. People speak at 175 words per minute yet listen at

600 – 800 words per minute.3. This causes “mind drift”

4. The cure is active listening – listen with purpose.

5. Takes as much energy active listening as it does speaking.

6.Verify by offering feedback

©Vernon Boxall

Key elements of an active listener

Key elements of an active listener

• Listens more than talking.• Does not finish sentences on behalf of speaker.• Never answers questions with questions.• Plans responses after speaker has spoken, not,

whilst speaker is speaking.• Takes brief notes to keep track.• Does not “doodle”• Never dominates a conversation.

• Listens more than talking.• Does not finish sentences on behalf of speaker.• Never answers questions with questions.• Plans responses after speaker has spoken, not,

whilst speaker is speaking.• Takes brief notes to keep track.• Does not “doodle”• Never dominates a conversation.

©Vernon Boxall

FeedbackFeedback

• Success depends on feedback.• Accomplished by paraphrasing the words of the

sender.• Restate the senders feelings or ideas in your own

words – Do not repeat their words.• “This is what I understand your feelings to be, am I

correct?”• Can also include non-verbal responses – eyes,

chest, nodding.

• Success depends on feedback.• Accomplished by paraphrasing the words of the

sender.• Restate the senders feelings or ideas in your own

words – Do not repeat their words.• “This is what I understand your feelings to be, am I

correct?”• Can also include non-verbal responses – eyes,

chest, nodding.

©Vernon Boxall

FeedbackFeedback

• According to Carl Roger, there are 5 main categories of feedback that occur in daily communication :

– 1. Evaluative – Making a judgement about the worth or goodness of the other persons statement.

– 2. Interpretive – Paraphrasing – Explaining what the other persons statement means.

– 3. Supportive – Attempt to assist or bolster the other communicator.

– 4. Probing – Attempt to gain additional information, or clarify a certain point.

– 5. Understanding – Attempt to discover completely the meaning of the other communicators statement's).

• According to Carl Roger, there are 5 main categories of feedback that occur in daily communication :

– 1. Evaluative – Making a judgement about the worth or goodness of the other persons statement.

– 2. Interpretive – Paraphrasing – Explaining what the other persons statement means.

– 3. Supportive – Attempt to assist or bolster the other communicator.

– 4. Probing – Attempt to gain additional information, or clarify a certain point.

– 5. Understanding – Attempt to discover completely the meaning of the other communicators statement's).

©Vernon Boxall

Nonverbal behaviours of Communication

Nonverbal behaviours of Communication

• “Without knowing the force of words it is impossible to know men” - Confucius

• “Without knowing the force of words it is impossible to know men” - Confucius

©Vernon Boxall

Non Verbal CommunicatorsNon Verbal Communicators

• Eye Contact – Helps regulate the flow of communication, conveys – interest, concern, warmth and credibility.

• Facial Expressions – Smiling is a powerful cue that transmits happiness, friendliness, warmth and liking.

• Gestures – Failing to gesture may perceive you as boring or stiff.

• Posture & Body orientation – standing erect & leaning forward indicates an intensity that you are approachable, receptive.

• Proximity – Cultural norms dictate a comfortable distance for interaction with others.

• Vocal – Vocal elements such as – tone, pitch, rhythm, timbre and loudness – learn to vary these elements for maximum effectiveness.

• Folded Arms – Represents a non responsive approach.

• Eye Contact – Helps regulate the flow of communication, conveys – interest, concern, warmth and credibility.

• Facial Expressions – Smiling is a powerful cue that transmits happiness, friendliness, warmth and liking.

• Gestures – Failing to gesture may perceive you as boring or stiff.

• Posture & Body orientation – standing erect & leaning forward indicates an intensity that you are approachable, receptive.

• Proximity – Cultural norms dictate a comfortable distance for interaction with others.

• Vocal – Vocal elements such as – tone, pitch, rhythm, timbre and loudness – learn to vary these elements for maximum effectiveness.

• Folded Arms – Represents a non responsive approach.

©Vernon Boxall

EmotionsEmotions

• Trust your emotions if you are truly happy the muscles used for smiling are controlled by the limbic system and others which are not under voluntary control. i.e. – When you force a smile a different part of the brain is used.

• Actors are trained to control these facial muscles while others draw on past emotional experiences.

• Our emotions can be communicated to others.

• Trust your emotions if you are truly happy the muscles used for smiling are controlled by the limbic system and others which are not under voluntary control. i.e. – When you force a smile a different part of the brain is used.

• Actors are trained to control these facial muscles while others draw on past emotional experiences.

• Our emotions can be communicated to others.

©Vernon Boxall

Mehrabian principleMehrabian principle

• Content of a message is composed of 55% Visual component

38% Auditory component

7% Language component

• Content of a message is composed of 55% Visual component

38% Auditory component

7% Language component

©Vernon Boxall

References & AcknowledgementsReferences & Acknowledgements

• Mehrabian, Albert & Morton Weiner, 1967 “Decoding of inconsistent communications” – Journal of personality and social psychology.

• Pinker, Steven (1997) How the mind works – W.W. Norton & Company

• Pearson, J. (1983) Interpersonal Communication. Glenview Illinois: Scott, Foreman & Company.

• Butler, Gillian PhD, and Hope, Tony M.D. (1996) Managing your mind. New York. Oxford University press.

• Mehrabian, Albert & Susan R. Ferris, 1967 “Inference of attitudes from nonverbal communication in two channels”, Journal of consulting Psychology 31:248 - 252

• Mehrabian, Albert & Morton Weiner, 1967 “Decoding of inconsistent communications” – Journal of personality and social psychology.

• Pinker, Steven (1997) How the mind works – W.W. Norton & Company

• Pearson, J. (1983) Interpersonal Communication. Glenview Illinois: Scott, Foreman & Company.

• Butler, Gillian PhD, and Hope, Tony M.D. (1996) Managing your mind. New York. Oxford University press.

• Mehrabian, Albert & Susan R. Ferris, 1967 “Inference of attitudes from nonverbal communication in two channels”, Journal of consulting Psychology 31:248 - 252