Communication – roles, Communication – roles, rights, responsibilities rights, responsibilities and protocolsand protocols

Communication Communication

The The processprocess of successfully transferring information from one of successfully transferring information from one entity to anotherentity to another

Exchange of thoughts, messages or information by speech, Exchange of thoughts, messages or information by speech, signals, writing or behavioursignals, writing or behaviour

The The art and techniqueart and technique of using verbal or non verbal strategies of using verbal or non verbal strategies effectivelyeffectively to impart information or ideas. to impart information or ideas.

Communication in businessCommunication in businessnever leave the business of communication to chance.

Constantly seek new ways to raise communication awareness

Develop skills to become models for effective communication.

Learn Effective Listening and Responding techniques

Elements of The Elements of The Communication ProcessCommunication Process

SENDER / MESSENGER / SPEAKER

MESSAGE / IDEA / SPEECH

CHANNEL / MEDIUM

RECEIVER / AUDIENCE

SITUATION

FEEDBACK

THE ELEMENTS OF THE ELEMENTS OF COMMUNICATIONCOMMUNICATION

PROFILE OF THE EFFECTIVE PROFILE OF THE EFFECTIVE MESSENGERMESSENGERARTICULATE

KNOWLEDGEABLE

CONFIDENT

FLEXIBLE

CREATIVE

AWARE/ADAPTABLE

PROTOCOL-SENSITIVE

PROFILE OF THE MESSAGEPROFILE OF THE MESSAGE

APPROPRIATELY TITLED OR INTRODUCED

BETTER IF CONCISE AND PRECISE

MUST BE APPROPRIATE FOR TARGET (Register and Tone)

MUST START AND END ON A POSITIVE NOTE (Sandwich Technique)

PROFILE OF THE CHANNELPROFILE OF THE CHANNEL

MUST BE APPROPRIATETechnology – One to one? Broadcast? Electronic?

Non-electronic?Discretion – Sensitive? Personal? Public? Generic? Timeliness – Urgent? Important?

MUST TAKE DEGREE OF CONFIDENTIALITY INTO ACCOUNT

PROFILE OF THE PROFILE OF THE LISTENER/RECEIVERLISTENER/RECEIVER

LISTENING ≠ HEARING; READING ≠ UNDERSTANDING

SENDER MUST SOMETIMES BECOME LISTENER / RECEIVER

LISTEN / READ WITH AN OPEN MIND: Forget Preconceptions

CHECK THE BAGGAGE AT THE DOOR!

LISTENING CAREFULLY / READING OBJECTIVELY IS A SIGN OF RESPECT

COMMUNICATION PROCESSCOMMUNICATION PROCESS

Communication and attitudeCommunication and attitude

One can change the direction of communication if one changes one’s attitude.

There is no one attitude that is the 'right' one to have, though being direct and clear certainly helps.

Rights come with responsibility.

Hierarchy of effective Hierarchy of effective communicationcommunication

Non-Verbal CommunicationNon-Verbal Communication

10 Commandments of Communication10 Commandments of Communication

1. “Speak” to people. There is nothing as nice as a cheerful word of greeting.

2. Smile at people. It takes 72 muscles to frown; 14 to smile.

3. Call people by name. The sweetest music is the sound of one’s own name.

4. Be friendly and helpful.

5. Be cordial.

10 Commandments of Communication10 Commandments of Communication

6. Be genuinely interested in people. You can like everybody if you try.

7. Be generous with praise and cautious with criticism.

8. Be considerate of the feelings of others. It will be appreciated.

9. Be thoughtful of the opinion of others.

10. Be alert to give service. What counts most in life is what we do for others.

Strategy for Improved Strategy for Improved CommunicationCommunication

1. Plan for improved communication

2. Set goals based on strengths and limitations

3. Establish priorities

4. Target your audience and message

5. Reach out to diverse community groups

6. Find information sources

7. Find community leaders

8. Network

9. Evaluate the effectiveness of your communication

 

Barriers to Communication Barriers to Communication Making Assumptions

Patterns/Reverting to Type

Needing to Be Right

Mental/Physical attitude

Health and physical factors

Technical interruptions

Environmental factors

Human error