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Communication Skills Transparency List
Objectives.......................................................................................................................................................2
FOUR KEY CONCEPTS OF COMMUNICATION....................................................................................3
INFORMING VS COMMUNICATING.......................................................................................................4
FILTERS AFFECTING COMMUNICATION AND WHAT TO DO ABOUT THEM..............................5
FUN ACTIVITYBrevity Is the Soul of Wit..............................................................................................................................8
MOTIVATION............................................................................................................................................10
MOTIVATIONAL FORCES.......................................................................................................................11
INTERNAL Vs EXTERNAL......................................................................................................................11
VERBAL COMMUNICATION
Ego States and Communication...................................................................................................................12
NONVERBAL SIGNALS...........................................................................................................................13
PERSONAL SPACE....................................................................................................................................14
ASSOCIATION APPROXIMATION.........................................................................................................15
GESTURES AND POSTURES...................................................................................................................16
PALM POWER............................................................................................................................................17
PALM POSITIONS ILLUSTRATED:........................................................................................................18
HANDS AND ARMS..................................................................................................................................20
ARM BARIERS...........................................................................................................................................24
LEG BARRIERS.........................................................................................................................................26
CHAIR STRADDLING...............................................................................................................................26
CHEEK, CHIN AND HEAD.......................................................................................................................28
FACIAL EXPRESSIONS............................................................................................................................33
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Objectives
Upon completion of this module, you shouldunderstand:
• Four key concepts of communication.
• The difference between communicating and
informing.
• Filters affecting communication and what to do
about them.
• The source of motivation how to stimulate it.
• Verbal and nonverbal modes of
communication.
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FOUR KEY CONCEPTS OF
COMMUNICATION
1.
Communication is not necessarily talking. It is
always a team effort between listener and
speaker.
2.
Communication is separate from information.
3.
Communication is non-repeatable.
4.
We should consider the total message wheneverwe speak.
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INFORMING VS
COMMUNICATING
• INFORMING
1. Informing is the content
2. One-way
3. Best for presenting lots of facts and/or
instructions
• COMMUNICATING
4. Communication is an act
5. Two-way
6. Feedback is necessary
7. Best for motivating others to perform
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FILTERS AFFECTING
COMMUNICATION AND
WHAT TO DO ABOUT THEM
• DISTORTIONS:
Can occur at any point during the communication cycle and increases
with increasingly complex message.
WHAT TO DO:
8. Create feedback systems
9. Keep the message simple
10. Repeat key points frequently
• SHORT ATTENTION SPAN:
Average person’s attention span lasts form a few seconds to several
minutes, after which thoughts begin to wander.
WHAT TO DO:
11. Encourage two-way exchange
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• FATIGUE:
12. Most people fade just after lunch and/or at
the end of the day.
WHAT TO DO:
13. Schedule activities and interaction for early
in the day
• PERCEPTION:
14. Faulty decoding and/or interpretation of the
message.
WHAT TO DO:
15. Keep the message simple
16. Paraphrase your point often
17. Use feedback techniques
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• NO MOTIVATION:
18. Little basic desire to hear the message in the
first place.
WHAT TO DO:
19. Uncover the cause
20. Use feedback
• LACK OF COMPREHENSION:
21. Too much material covered in too short a
time; material not clearly laid out; material too
complex for the audience.
WHAT TO DO:22. Plan your communication in advance
23. Don’t lecture. “inform” your audience
24. Be precise, concise and clear
25. Keep your message simple
26. Structure it logically
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FUN ACTIVITY
Brevity Is the Soul of Wit
WHATA way to demonstrate that effective writing is clear and concise, and should not
use needlessly large words or long-winded sentences.
HANDOUT FOR FUN ACTIVITY
A. “A popular method of piecing textiles and other fabrics,both synthetic and natural, together completed within the
boundaries of temporal divisions of the day will ultimately
preserve an amount that is one under ten.”
B. “A daily ritual of consuming, for a meal, the fruit which is
central to the tale of Adam and Eve in the creation story,
will be an effective way to keep the healer from approaching
one’s person or dwelling place.”
C. “It is most unwise and highly inadvisable to engage in a
census of the offspring of one’s hen prior to he actualtermination of embryonic stage and the actual removal of
the shell of the young organism’s embryonic shell.”
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MOTIVATION
• “Motivation”: factors that arouse or initiate an
internal drive to accomplish a particular goal.
• Motivation is a behavioral cycle that develops in
the following manner:
27. Feeling a strong need
28. Building up internal tension
29. Establish a goal to relieve the tension
30. Establish supportive behavioral activities31. Satisfying the need
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MOTIVATIONAL FORCES
INTERNAL Vs EXTERNAL
• INTERNAL
32. Desire for feeling of accomplishment
bolstered by:
- Enriching jobs
- Congruence between personal ideas andcompany projects
• EXTERNAL:
33. Positive corporate reinforcement
34. Money
35. Benefits
36. Incentives
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VERBAL COMMUNICATIONEgo States and Communication
• PARENT
37. One way communication:
- Dictatorial and critical
• ADULT
38. Two-way communication:
- Receptive and nonjudgmental
•
CHILD39. Two-way communication:
- Dependent and submissive
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NONVERBAL SIGNALS
• 5 times the impact power of verbal signals
• Overrides the verbal message
• Message impact (as per Albert Mehrabian’s
research)
40. 7% verbal (words only)
41. 38% vocal (tone of voice, inflection)
42. 55% non-verbal
• The higher the socioeconomic status the less the
gesticulation and body movement
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PERSONAL SPACE
INTIMATE ZONE:
6-8 Inches
Reserved for people who have right to be that close to us.
PERSONAL ZONE:
1.5 TO 4 feetNormally maintained between two friends in conversation.
SOCIAL ZONE:
4 TO 12 feet
“Stand back so I can see you”
“Keep him at arm’s length”
In business, the prime protector of the social space is a desk.
PUBLIC ZONE:
Over 12 feet
Usually reserved for people who we don’t care to notice or interact with.
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ASSOCIATION APPROXIMATION
X X X
X
X X O X
X
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Cooperation Conversation
Competition Non-Communication
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GESTURES AND POSTURES
• Correlation:
43. Attitude and body postures
44. Getting a person to change postures is oftensufficient to cause a change in attitude
• Language of the body
45. Palms
46. Hands and arms
47. Legs and ankles
48. Cheek, chin, and head
49. Clothing or furniture
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PALM POSITIONS ILLUSTRATED:
PALM POSITIONS
SUBMISSIVE DOMINANT AGGRESSIVE
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PALM POSITIONS
“LET ME BE COMPLETELY OPEN WITH YOU”_
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HANDS AND ARMS
• DRUMMING FINGERS
55. Impatience, pace too slow
• RUBBING PALMS TOGETHER
56. Positive expectations
57. Speed
- Slow indicates personal deviousness
- Fast means other benefits
• HANDS CLENCHED TOGETHER
58. Frustration, negative attitude
• HIGH YIELD
59. Very negative, person may be difficult to
handle
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60. Action-unlock the person’s fingers or expose
the palms and the front of the body
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ARM BARIERS
Arms folded firmly across the chest is a strong indication
that the person feels threatened, is nervous, or has anegative or defensive attitude.
68. Means less attention is being paid to what
you are saying
69. A person with folded arms will retain 37%
less than an individual with unfolded arms
• VARIATIONS:
70. Folded arms together with clenched fists:hostile and defensive
71. Folded arms with hands gripping the arms:negative restraint
72. Folded arms with both thumbs pointing
upwards:self confidence plus self-protection
73. A partial arm barrier:
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ARM POSITIONS
Self Protective Superiority Attitude_
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LEG BARRIERS
74. Less negative than crossed arms
75. Both arms and legs crossed indicatesdispleasure and withdrawal
76. “American” leg lock: an argumentative or
competitive person
77. Combined with hands clamping the locked
leg: a tough-minded and stubborn person (may
require special handling)
78. Ankle locks also suggest negative or
defensive attitudes
79. Tapping feet show impatience
CHAIR STRADDLING
80. Indicates a desire for dominance, urge to take
control
81. To disarm straddlers:
- Stand or sit behind them
- Speak while standing above them and move into
their personal territory
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LEG POSITIONS
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CHEEK, CHIN AND HEAD
•
CHEEK AND CHIN:
82. Closed hand resting on the cheek; evaluation
83. Heel of the palm supporting the head; losing
interest but wants to look interested
84. Index finger pointing up the cheek plus
thumb supporting the chin; negative or critical
thoughts
85. Chin stroking; making a decision
86. Hand supporting the head outright; boredom
• BOTH HANDS BEHIND HEAD:
87. Especially irritating when someone else does
it
88. Indicates self-satisfaction,, cockiness
89. Also a territorial sign90. To defuse this gesture, imitate it
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CHIN, CHEEK AND HEAD
BOREDOM
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CHIN, CHEEK AND HEAD
INTERESTED EVALUATION
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CHIN, CHEEK AND HEAD
“Maybe someday you’ll be as smart as I am”
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FACIAL EXPRESSIONS
•
WITHHOLDERS
91. Display little or no emotion
92. May only experience emotion at a relatively
low level
• REVEALERS
93. Display a wide range of emotions vividly
94. Feel emotions at a relatively deep level
• UNWITTING EXPRESSORS
95. Display feeling without realizing it, even
when they try to hide them
96. Wonder how others can read them so well
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103. Usually followed-up with a more appropriate
emotion
• FLOODED-EMOTION EXPRESSORS
104. Display one emotion characteristic of them in
all circumstances
105. Often mixed with another emotion more
appropriate to the situation
106. May characteristically display annoyance,
and thus when they feel surprised, they express
both annoyance and surprise
Facial expressions do not always
accurately reflect
what a person is feeling
or trying to express.